Fulfillment Policy

1. About Valley of Digital Inc

2. Services We Provide

Valley of Digital Inc is a full-service digital design, development, and marketing agency. All services are delivered electronically. No physical goods are shipped or sold.

Design & Creative

• Logo design and brand identity
• Graphic design and visual communication
• Video design and motion graphics
• 2D and 3D animation

Web & Digital

• Website design and development (Webflow, WordPress, Shopify, Squarespace, React, custom)
• E-commerce store design and development
• Landing page and conversion-focused web design

Application & Software Development

• Mobile application design and development (iOS and Android)
• Custom software development
• Dashboard and data visualization products
• Software as a Service (SaaS) product design and development
• AI automation tools and workflow integrations
• Custom business solutions and internal tooling

Custom software, SaaS products, AI automation tools, and dashboard solutions are scoped individually. Timelines, milestones, payment schedules, and deliverables for these engagements are defined in a separate Statement of Work (SOW) or project contract signed prior to commencement.

Marketing & Strategy

• Search Engine Optimization (SEO)
• Social Media Management (SMM)
• Pay-Per-Click (PPC) advertising management
• Branding strategy and brand guidelines

3. Payment Processing

All payments are processed securely through Stripe, a PCI-DSS Level 1 certified payment processor. Valley of Digital Inc does not store, process, or transmit full payment card details on its own servers.

Services are billed in U.S. Dollars (USD) by default. Where agreed in writing prior to purchase, billing may be in Canadian Dollars (CAD) or British Pound Sterling (GBP). The applicable currency is confirmed before payment is completed.

Recurring services (hosting, maintenance, SEO, SMM, retainer agreements) are billed on a monthly subscription cycle unless otherwise specified in your service agreement. By subscribing, you authorise Valley of Digital Inc to charge your payment method automatically at the start of each billing cycle until cancelled.

4. Delivery Policy

Design & creative projects: Initial design samples are delivered electronically to the client's designated email or project portal within 5–7 business days of receiving a completed creative brief and initial payment, unless a different timeline is agreed in writing.

Website design & development: Project timelines are established in the scope of work at project kickoff. Standard website projects are delivered within 4–8 weeks depending on complexity. Custom features, integrations, or content delays may extend timelines. The client will be notified of any changes promptly.

Mobile app, SaaS, dashboard & custom software: These engagements follow a phased delivery model defined in the Statement of Work. Phases typically include: Discovery & Scoping, Design, Development, QA & Testing, and Launch. Delivery timelines vary based on project complexity and are agreed in writing before work begins.

AI automation & custom solutions: AI automation tools, workflow integrations, and custom business solutions are scoped and delivered per the agreed project plan. Delivery includes documentation and handoff materials sufficient for the client to operate the delivered solution.

Rush delivery: A rush delivery option is available for logo and select design projects, delivering initial samples within 24 hours for an additional fee. Contact us before placing your order to arrange this.

A project reference number is issued after each order. All revision and refund policy timelines run from the date and time of delivery to the client's designated email or account area, not from the order date.

5. Revision Policy

Revision entitlements are specified in your service package or Statement of Work. Revisions are provided at no additional charge provided the original design concept and scope of work remain unchanged. Revision turnaround time is 48 business hours from submission of the revision request.

For websites and mobile applications, revisions apply to the design stage only. Once development has commenced, design changes require a written change order and may incur additional fees.

For SaaS products, dashboards, and custom software, revisions and change requests during development are handled per the change management process defined in the Statement of Work. 2D and 3D animation revisions are limited to 3 rounds unless otherwise agreed in writing.

6. Refund Policy

Eligible for a full refund:

• The service has not been started at all AND the refund request is submitted within 12 hours of the initial design samples or project kickoff documents being delivered.
• No revisions have been requested and no approvals have been given.
• The request is submitted through an official communication channel listed in Section 10.

Eligible for consideration on a case-by-case basis:

• Significant, documented failure by Valley of Digital Inc to deliver the agreed scope of work.
• Project abandoned by Valley of Digital Inc without cause or notice.

Not eligible for a refund:

• Change of mind after work has commenced or after initial samples or project deliverables have been delivered.
• Client approved a design concept, milestone, or prototype, or requested any revision.
• For web, app, SaaS, dashboard, and software projects: once development has commenced following design approval, no refund is available for the development phase.
• For AI automation and custom solution projects: once the discovery and scoping phase is complete and development has begun, the engagement is non-refundable.
• Special or discounted package selections.
• Client became unresponsive for more than 30 consecutive days (project abandonment by client).
• Refund request submitted more than 15 days after service delivery.
• Non-refundable services once the service period has begun: Social Media Management, SEO, Domain Registration, Web Hosting, and recurring retainer agreements.
• Business closure, name change, or change of mind by the client.
• Client engaged another agency for the same project without notifying Valley of Digital Inc.

Administrative fee:

All approved refunds are subject to a 7% administrative processing fee. This fee will be communicated and confirmed with the client before the refund is processed.

Post-refund conditions:

Upon issuance of a refund, all design rights, code, and deliverables revert to Valley of Digital Inc. The client must immediately cease using any version of the refunded work, including designs, prototypes, code, and documentation.

7. Cancellation Policy

One-time and fixed-scope projects (logo, branding, website, mobile app, SaaS, dashboard, custom software, AI automation): Cancellations are not accepted once a project contract or Statement of Work is signed and work has commenced. If work has not yet started, the client may cancel within 24 hours of signing by contacting support@valleyofdigital.com in writing.

Recurring subscriptions (hosting, maintenance, SEO, SMM, retainer agreements): Subscriptions may be cancelled at any time by submitting a written cancellation request at least 15 days before the next billing date via email, phone, or live chat. Requests received fewer than 15 days before the billing date take effect in the following billing cycle.

Termination of hosted services, removal of a website, or deletion of assets does not automatically cancel a billing subscription. A formal written cancellation request must be submitted to stop future charges. Once a cancellation is confirmed, no further automatic payments will be charged.

8. Project Abandonment

If Valley of Digital Inc makes repeated documented attempts to initiate, continue, or finalise delivery and the client fails to respond for 30 consecutive days, the project may be classified as abandoned. In such cases, Valley of Digital Inc reserves the right to reduce any applicable refund to zero and to invoice for work completed to date.

9. Dispute Resolution

If you believe there has been a billing error or service issue, please contact us before filing a dispute with your bank or card issuer. We are committed to resolving concerns promptly and fairly.

• Email billing@valleyofdigital.com with your name, order reference number, and a description of the issue. Our billing team will respond within 2 business days.
• If unresolved, escalate to refund@valleyofdigital.com for a final review.
• We ask that you allow us 5 business days to resolve your concern before contacting your payment provider.

Chargebacks filed without prior contact may affect your ability to use our services in future.

10. Contact & Communication

All official communications must be made through one of the following channels:

Communications made outside these channels are not considered official and may not be actioned.

This policy is governed by the laws of the State of New York, United States. Valley of Digital Inc reserves the right to update this policy at any time. The revised version will be posted on this page with an updated effective date.