1. What this covers
This policy applies to payments made to The Villain Vault Agency for services purchased directly, such as website builds, media kit production, content packages, and any retainer or project fee. Where a signed agreement sets out different terms, that agreement takes precedence.
It does not cover payments made by a brand to a creator under a campaign contract, or commission deducted from brokered deals, both are governed by the relevant agreement.
2. Refund terms
The circumstances in which a refund is available, in whole or in part, are: [REFUND TERMS TO BE CONFIRMED].
Any statutory cancellation or cooling-off rights that apply in your territory sit above this policy and are unaffected by it: [STATUTORY RIGHTS - JURISDICTION].
3. Deposits and scheduled work
Where a deposit secures a production slot, build start date, or campaign window, the treatment of that deposit on cancellation is: [DEPOSIT TERMS]. Work already delivered or costs already incurred with third parties, such as hosting, licensing, or production suppliers, are set out in the applicable agreement.
4. Commission on brokered deals
Commission relates to a deal that has been negotiated and concluded, and is handled under the management agreement rather than this policy: [COMMISSION AND CLAWBACK TERMS].
5. Cancellations by either side
Notice periods, cancellation windows, and what happens to fees already paid are set out in the applicable agreement: [CANCELLATION TERMS]. If the Agency cancels an engagement it has not begun, fees paid for undelivered work are handled as stated there.
6. How to request a refund
- Email [email protected] from the address on file.
- Include the invoice number, the payment date, and the reason for the request.
- We will acknowledge within [ACKNOWLEDGEMENT WINDOW] and respond with a decision within [DECISION WINDOW].
7. How refunds are issued
Approved refunds are returned to the original payment method unless that is not possible. Processing time depends on the payment provider and typically takes [PROCESSING TIME]. Any transaction fees that are not recoverable are handled as follows: [FEE TREATMENT].
8. Chargebacks and disputes
If you disagree with an outcome, contact us first so we can look at it directly. The process for escalation, and the governing law that applies to disputes about payments, is: [GOVERNING LAW / DISPUTE PROCESS].
9. Changes
We may update this policy. The version published here applies to purchases made after the “last updated” date above.
10. Contact
Billing and refund questions: [email protected].