Refund & Cancellation Policy.

We are committed to delivering high-quality work and a fair, transparent process. This policy explains when and how refunds and cancellations are handled.

Last updated: 9 June 2026

1. Overview

VTEN SOLUTIONS (Business Registration No. 202403011216 (NS0292121-H)) provides custom software development services including web applications, mobile apps, Telegram solutions and AI automation. As our services are bespoke and delivered based on agreed project scopes, this policy outlines the circumstances under which deposits and payments may be refunded.

2. Deposits

Most projects require an upfront deposit (typically 50%) before work begins. This deposit reserves our team's time and covers initial planning, design and setup work.

  • If you cancel before any work has commenced, your deposit is fully refundable, less any payment processing fees already incurred.
  • Once work has begun, the deposit covers the work completed to date and is non-refundable for that completed portion.

3. Eligibility for a Refund

You may be eligible for a partial or full refund in the following situations:

  • A duplicate or accidental payment was made.
  • You were charged an incorrect amount due to a billing or technical error on our side.
  • VTEN SOLUTIONS is unable to deliver the agreed service and no alternative solution can be reached.
  • A project is cancelled by mutual agreement. In such cases, a refund will be issued for the portion of work that has not yet been performed.

4. Non-Refundable Items

Refunds will generally not be granted for:

  • Work that has already been completed and delivered as per the agreed scope.
  • Third-party costs already paid on your behalf (e.g. domains, hosting, licences, paid APIs).
  • Change of mind after a project milestone has been approved.
  • Delays caused by the client failing to provide required materials or feedback.

5. How to Request a Refund

To request a refund, please contact us with your name, payment reference / invoice number, and the reason for your request:

We will acknowledge your request within 3 business days.

6. Processing Time

Approved refunds will be processed back to the original payment method within 7 to 14 business days. The time it takes for the funds to appear in your account may vary depending on your bank or card issuer.

7. Contact Us

If you have any questions about this Refund & Cancellation Policy, please reach out to us via our Contact page. We are based in Kuala Lumpur, Malaysia, and are happy to help.