1. Introduction

This Refund and Cancellation Policy outlines the terms under which refunds, cancellations, and reversals are processed for services offered by Vertex Dynamics Limited (“Company”, “we”, “our”, or “us”). By using our platform, you agree to the conditions stated in this policy.

This policy applies to all services including:

  • Mobile recharge and utility services
  • E-commerce purchases
  • Astrology consultations
  • Digital payment transactions

2. Recharge Services

A. Successful Recharge
  • All successful mobile recharges are final and non-refundable.
  • Once a recharge is processed and confirmed by the telecom provider, it cannot be reversed or canceled.
B. Failed Recharge
  • If a recharge fails but the amount is deducted, the refund will be processed automatically.
  • Refund timelines may vary depending on the payment method:
    • Wallet refunds: Typically within 24–48 hours
    • Bank/card refunds: 3–7 business days
C. Pending Transactions
  • Transactions marked as “pending” will either be completed or reversed within a reasonable timeframe.
  • Users are advised not to initiate duplicate transactions during this period.
D. Duplicate Payments
  • In case of duplicate recharge payments for the same number, users must report the issue.
  • After verification, eligible refunds will be processed accordingly.

3. E-commerce Orders

A. Order Cancellation
  • Orders can be canceled before dispatch without penalty.
  • Once the order has been shipped, cancellation requests will not be accepted.
B. Returns Eligibility

Products may be eligible for return if:

  • The product is defective, damaged, or incorrect
  • The return request is initiated within the specified return window
  • The product is unused and in original packaging
C. Non-Returnable Items

Certain items may not be eligible for return, including:

  • Digital products or downloadable items
  • Perishable goods (if applicable)
  • Items marked as non-returnable at the time of purchase
D. Refund Processing
  • Approved refunds will be processed after inspection of returned items
  • Refund timelines:
    • Wallet refunds: 1–3 business days
    • Bank/card refunds: 5–10 business days

4. Astrology Services

A. Cancellation Policy
  • Users may cancel astrology consultations before the scheduled session time
  • Eligible cancellations may qualify for a refund or rescheduling
B. No-Show Policy
  • If a user fails to attend a scheduled consultation without prior notice, the session will be treated as completed
  • No refund will be issued in such cases
C. Completed Services
  • Once an astrology consultation has been delivered, it is non-refundable
D. AI-Based Services
  • Responses generated by AI systems are considered delivered services and are non-refundable once accessed

5. Digital Payment Reversals

A. Failed Transactions
  • If a payment fails but funds are deducted, the amount will be reversed automatically
  • Processing timelines depend on the payment provider
B. Settlement Delays
  • In rare cases of delayed settlements, users may contact support for resolution
  • The Company will coordinate with payment partners to resolve the issue
C. Chargebacks
  • Users are encouraged to contact support before initiating chargebacks
  • Fraudulent or abusive chargebacks may result in account suspension

6. Refund Method

Refunds will be processed using the original payment method wherever possible:

  • Wallet balance (if applicable)
  • Bank account or card used for payment
  • Alternative methods as determined by the Company

7. Exceptions & Limitations

Refunds may not be provided in the following cases:

  • Incorrect details entered by the user (e.g., wrong mobile number)
  • User negligence or misuse of services
  • Service disruptions caused by third-party providers
  • Violation of platform terms

8. Processing Timelines

While we strive for prompt processing, refund timelines may vary based on:

  • Payment method
  • Banking systems
  • Third-party provider processing time

Delays beyond standard timelines should be reported for investigation.

9. Modifications to Policy

Vertex Dynamics Limited reserves the right to update or modify this policy at any time. Changes will be effective upon posting on the platform.

10. Contact Information

For refund or cancellation-related queries, users may contact:

Email: info@vertexdynamics.com
Support: support@vertexdynamics.com
Address: Vertex Dynamics Limited, Ghana