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Refund Policy

A Legal Disclaimer

Last Updated: 25/03/2025

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At VIVHOK LTD, we pride ourselves on delivering cutting-edge 3D marketing solutions, including digital advertisements, social media reels, graphics, holographic campaigns, and immersive brand experiences. Our goal is to ensure every client is completely satisfied with the value and creativity we bring to their brand. However, due to the nature of our digital services, certain limitations apply to refunds and cancellations. Please read this policy carefully

General Policy Overview

Because of the creative, time-sensitive, and custom nature of our work, all sales are considered final. However, we do understand that situations arise, and we aim to be as fair and transparent as possible

Refund Eligibility

Refunds may be considered under the following conditions:

 

a. Duplicate Payments

If you have been mistakenly charged more than once for the same service, a full refund of the duplicate transaction(s) will be issued.

 

b. Project Not Initiated

If you have purchased a service and the project has not yet started (i.e., no creative or strategic work has been carried out), you may be eligible for a 75% refund. A 25% processing and reservation fee will be retained.

 

c. Missed Deadlines (VIVHOK-Related)

If VIVHOK fails to meet agreed-upon deadlines without prior communication or justified cause, clients may be eligible for a partial refund (up to 30%) depending on the scope of delay and impact.

 

d. Failure to Deliver Agreed Scope

If a project does not meet the scope and deliverables outlined in a signed agreement or project brief and all reasonable revision attempts have failed, a partial refund may be granted at the discretion of VIVHOK LTD

Non-Refundable Services

The following services are non-refundable under any circumstances once delivered or initiated:

  • 3D Graphics and Animation Assets

  • Social Media Ad Campaigns (including paid media spend)

  • Reels, Stories, and Short-Form Video Content

  • Digital Design and Conceptual Mockups

  • Holographic Display Content

  • Strategy Sessions or Consultations

  • Monthly Retainers or Subscription Plans (once the month has begun)

Revisions and Satisfaction Guarantee

Instead of refunds, VIVHOK LTD prioritizes client satisfaction through free revisions (up to 2 rounds) for any deliverables that do not meet your expectations. We will work closely with you to resolve creative misalignments before considering any form of refund

Cancellation Policy

  • Client-Initiated Cancellations: If a client cancels a project mid-way through completion, refunds will be issued proportionate to the uncompleted work, less a 30% project cancellation fee

  • VIVHOK-Initiated Cancellations: If we are unable to complete a project for any internal reason, clients will receive a full or prorated refund, depending on how much work has been completed

Refund Request Procedure

All refund or cancellation requests must be submitted in writing to:
📧 ask@vivhok.com

 

Please include:

  • Full name

  • Project or invoice number

  • Reason for the refund request

  • Any supporting documentation or communication trail

 

Refund processing time: Please allow 7–10 business days for the review and, if approved, 5–7 business days for the refund to reflect in your account

Chargebacks and Disputes

Clients are encouraged to communicate with us directly regarding any concerns. Initiating a chargeback without prior contact and opportunity for resolution may result in suspension of future services and legal claim if work has been delivered

Changes to This Policy

VIVHOK LTD reserves the right to update or change this refund policy at any time. Any changes will be posted to this page with an updated revision date

Contact Support

If you have any questions regarding this policy or your eligibility for a refund, please contact our support team directly at ask@vivhok.com

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