Refund Policy

1. Overview

At Vertex, operated by CODEGENIX LTD. (a company registered in England and Wales), we are committed to your satisfaction. This Refund Policy outlines your rights to refunds and withdrawals in compliance with applicable UK consumer protection law, and equivalent EU consumer protection law where you are an EU-resident consumer.

All refunds are subject to the terms outlined below and your statutory rights as a consumer.

2. Right of Withdrawal (14-Day Cooling-Off Period)

2.1 Your Rights

If you are a consumer in the United Kingdom, you have the right to withdraw from credit purchases within 14 days of purchase without providing a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are a consumer resident in the European Union, the equivalent right applies under the EU Consumer Rights Directive.

2.2 How to Exercise Your Right

To withdraw from a purchase, send a clear written statement to:

Email: support@vertex.boutique
Subject line: "Withdrawal Request"
Include: Your name, order number, and date of purchase

The 14-day period begins on the day of purchase. You must communicate your decision to withdraw before the deadline.

2.3 Credits You Have Not Used

If you withdraw within the 14 days, credits you have not spent are refunded in full. No reason is needed and no fee is charged.

2.4 Exception: Services Started at Your Request

If, within the 14 days, you expressly ask a specialist to start work, you can still withdraw, but you pay for the part of the service provided up to the moment you tell us. If the service has been fully performed within the 14 days, at your express request and after you acknowledged that you would then lose the right to withdraw, you can no longer withdraw from it.

2.5 Exception: Digital Content

Deliverables supplied as digital content (for example files, code, models or reports delivered online rather than on a physical medium) cannot be withdrawn from once their supply has begun, but only if you expressly agreed to supply starting within the 14 days and acknowledged that you would lose the right to withdraw. If we did not obtain that consent and acknowledgement, the ordinary 14-day right applies.

2.6 How We Refund a Withdrawal

We refund what is due within 14 days of receiving your withdrawal notice, to the card you paid with and in the currency you paid in. These exceptions do not affect your rights if a service or digital content is faulty or not as described (section 4.3).

3. Credit Refund Policy

3.1 Unused Credits

Unused credits are refundable within 14 days of purchase, to the card you paid with. After 14 days, credits remain valid indefinitely but are non-refundable.

To request a refund of unused credits, contact support@vertex.boutique with:

• Your account email
• Purchase date and order number
• Number of unused credits
• Reason for refund (optional but helpful)

3.2 Partially Used Credit Packages

If you have used some credits from a package:

• Within 14 days of purchase: the credits you have not spent are refunded; credits already spent are not
• After 14 days: No refund available, but credits remain valid

4. Service Refunds

4.1 Completed Services

Credits used for successfully completed consulting services are generally non-refundable. However, we maintain a satisfaction guarantee (see Section 5).

4.2 Cancelled or Incomplete Services

If a service is cancelled before completion or a specialist fails to deliver:

You can ask for this from the engagement's page in your account ("Request cancellation"); a person on our team reviews it and replies.

• If the partner has not started work: the full credit price returns to your account balance
• If work has already begun: the credits for the part not performed return to your balance, and the rest pays for the work delivered up to that point - the same proportionate rule as section 2.4
• Option of a cash refund of those credits, if you ask within 14 days of the credit purchase (section 3.1). After that window the credits stay on your balance and remain valid indefinitely
• No cancellation fee: only work actually delivered is paid for

This does not limit the statutory withdrawal rights in section 2, or your rights under section 4.3 if the work was defective or not as described.

4.3 Service Defects

If services are defective, not as described, or fail to meet reasonable quality standards, you are entitled to remedies under applicable UK consumer law (including the Consumer Rights Act 2015), or equivalent EU consumer law if you are an EU-resident consumer, including service correction, price reduction, or refund.

5. Satisfaction Guarantee

We stand behind the quality of our specialist services. If you are not satisfied with a completed service:

• Contact us within 7 days of service completion
• Provide specific details about your concerns
• We will review and offer remedies, which may include:
  • Service revision by the same specialist
  • Reassignment to a different specialist
  • Partial or full credit refund

Our goal is to ensure every engagement meets your expectations and our standards of excellence.

6. Refund Processing

6.1 Processing Time

Once a refund is approved, we send it to your original payment method and tell you by email.

6.2 Payment Method Timing

• Visa and Mastercard (credit and debit): how long the refund takes to appear depends on your bank. These are the only payment methods we accept.

6.3 Currency and Fees

Refunds are issued in the original purchase currency. We do not charge refund processing fees. However, your bank or payment provider may apply currency conversion or transaction fees beyond our control.

7. Non-Refundable Items

The following are non-refundable:

• Credits purchased more than 14 days ago (unless subject to the Satisfaction Guarantee in section 5)
• Services fully performed within the withdrawal period at your express request, after you acknowledged losing the right to withdraw (section 2.4)
• Digital content whose supply began with your express consent and acknowledgement (section 2.5)

8. Fraudulent or Abusive Refund Requests

We reserve the right to refuse refunds for fraudulent or abusive requests, including repeated refund requests without valid reason. Such actions may result in account suspension or termination.

9. Dispute Resolution

If you are not satisfied with our refund decision, you may:

• Contact our customer support team for escalation
• Contact Citizens Advice or your local Trading Standards service (UK consumers), or your national consumer-protection authority (EU consumers) - the EU's Online Dispute Resolution platform was discontinued by the European Commission on 20.07.2025 and is no longer available
• Seek legal remedies under applicable law

10. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be notified by email or prominent notice on our platform. Your statutory rights as a consumer are not affected by policy changes.