At homevaultly, we specialise in providing custom digital family management services, including tailored meal planners, household task frameworks, cleaning schedules, and family inventory systems. Because our services consist of bespoke digital assets tailored specifically to individual client specifications, our refund and cancellation practices reflect the unique nature of custom digital design.
This Refund and Cancellation Policy sets out the terms under which booking deposits and custom service payments may be cancelled or refunded.
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1. Custom Service & Booking Deposit Structure
Booking Deposit: Prices displayed on our product and service pages represent an initial booking deposit. Payment of this deposit reserves design capacity and initiates our consultation workflow.
Bespoke Service Nature: Each digital asset is custom-created following the client’s submission of a completed intake form. We do not offer pre-made or mass-produced physical goods.
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2. Cancellation and Refund Eligibility
A. Cancellations Prior to Design Work (14-Day Cooling-off Period)
In accordance with consumer rights for digital contracts, you have the right to cancel your booking within 14 days of placing your initial deposit, provided that:
You have not yet submitted your custom intake form; and
Custom consultation or design work has not yet commenced.
If you cancel under these conditions, you will receive a full refund of your booking deposit.
B. Cancellations After Design Work Has Commenced
Once you have submitted your custom intake form and our design team has commenced work on your tailored digital materials:
The initial booking deposit becomes non-refundable, as costs and labor have been incurred to deliver personalized digital work.
Due to the bespoke nature of digital items, completed digital files delivered to you via email are non-refundable once sent.
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3. Revisions and Quality Assurance
While custom digital deliverables are non-refundable once work has commenced or files have been delivered, we are committed to client satisfaction within the scope of your original order:
Minor Adjustments: If your delivered digital files contain errors or do not accurately reflect the instructions provided in your submitted intake form, you may request minor revisions within 7 days of delivery at no extra charge.
Scope Alterations: Requests for major structural changes or preferences not included in your original intake submission are not eligible for a refund and may require a new service booking.
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4. Refund Process
Where a refund is approved (such as a valid cancellation request prior to the commencement of design work):
Processing Time: Approved refunds will be processed within 5 to 10 business days.
Method of Refund: Refunds will be credited back to the original payment method used during checkout.
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5. Submitting a Cancellation or Refund Request
To submit a cancellation or refund inquiry, please contact our support team with your booking details:
* Email: docs@homevaultly.com
Please include your full name, booking reference, and the reason for your request. Our team will review your inquiry and respond within one business day.