Refund Policy

1. Overview

At Simoventis Reality ("Company," "we," "us," or "our"), we are committed to delivering exceptional virtual reality development services that meet and exceed our clients' expectations. We understand that custom VR development is a significant investment, and we approach every project with the highest standards of professionalism and quality. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

This Refund Policy applies to all services provided by Simoventis Reality, including custom VR development projects, consulting engagements, maintenance and support plans, and any other services offered through our website or direct agreements. This policy should be read in conjunction with our Terms of Service and the specific terms outlined in any applicable Statement of Work (SOW).

2. Custom VR Development Projects

2.1 Milestone-Based Payment Structure

Our custom VR development projects are structured around clearly defined milestones as outlined in the Statement of Work (SOW) agreed upon by both parties. Each milestone represents a phase of the project with specific deliverables and associated costs. Payment for each milestone is due upon completion and client approval of that phase's deliverables.

2.2 Pre-Production Phase Refund

If you wish to cancel a project during the pre-production phase (which typically includes discovery, research, and initial concept development), you may be eligible for a partial refund. The refund amount will be calculated by subtracting the cost of work already completed and any non-recoverable expenses incurred by Simoventis Reality from the total amount paid. Pre-production phase cancellation requests must be submitted in writing within fourteen (14) days of the project kickoff date.

2.3 Production Phase Refund

Once a project has entered the production phase (active development, 3D modeling, coding, testing), refunds are generally not available for work already completed and approved. However, if the project is cancelled during production, the client will only be invoiced for milestones completed up to the cancellation date. Any overpayment beyond completed milestones will be refunded within thirty (30) business days.

2.4 Post-Delivery Refund

After final delivery and acceptance of the completed VR project, refunds are not available. Our project delivery process includes a formal acceptance period during which the client reviews the deliverables against the agreed-upon specifications. Any defects or deviations identified during this period will be addressed under our warranty provisions at no additional cost.

3. Consulting and Advisory Services

Consulting and advisory services, including VR strategy sessions, technical assessments, feasibility studies, and project scoping, are non-refundable once the service has been rendered. If you need to reschedule a consulting engagement, please provide at least forty-eight (48) hours' notice to avoid being charged. Cancellations made with less than 48 hours' notice may be subject to a cancellation fee equal to 50% of the scheduled session's cost.

For retainer-based consulting arrangements, unused hours within a billing period do not roll over to subsequent periods unless specifically agreed upon in writing. Retainer agreements may be cancelled with thirty (30) days' written notice, and any unused prepaid amount for the remaining period will be refunded on a pro-rata basis.

4. Maintenance and Support Plans

Maintenance and support plan subscriptions are billed on a monthly or annual basis, as specified in the applicable agreement. Monthly plans may be cancelled at any time with thirty (30) days' written notice; no refund will be issued for the current billing period. Annual plans cancelled before the end of the term may be eligible for a pro-rata refund of unused months, subject to a 15% early termination fee.

Refunds for maintenance and support plans will be calculated based on the monthly rate, even if the plan was purchased at a discounted annual rate. The early termination fee is designed to cover administrative costs associated with plan setup and resource allocation.

5. Quality Guarantee and Warranty

Simoventis Reality stands behind the quality of our work. All VR development projects include a ninety (90) day warranty period following final delivery. During this warranty period, we will correct any defects, bugs, or deviations from the agreed-upon specifications at no additional cost to the client. This guarantee applies only to deliverables as specified in the original SOW.

The warranty does not cover: issues arising from modifications made by the client or third parties without our approval, problems caused by hardware failures, operating system updates, or platform changes beyond our control, feature requests or changes in scope beyond the original SOW, issues resulting from the client's failure to follow our recommended technical specifications or deployment guidelines, and normal wear and technology obsolescence.

If a defect cannot be reasonably corrected within the warranty period despite our commercially reasonable efforts, and the defect materially prevents the use of the deliverable for its intended purpose, the client may be eligible for a partial refund proportionate to the affected portion of the project. Such determinations will be made on a case-by-case basis through good-faith negotiation.

6. Circumstances for Full Refund

A full refund of amounts paid may be issued under the following limited circumstances: Simoventis Reality is unable to commence work on the project within sixty (60) days of the agreed-upon start date due to our own resource constraints or operational issues (not including delays caused by the client), Simoventis Reality materially breaches the terms of the SOW and fails to cure such breach within thirty (30) days of receiving written notice from the client, and the project is cancelled by mutual written agreement of both parties with terms that include a full refund.

7. Non-Refundable Items

The following items and expenses are non-refundable under any circumstances: third-party software licenses, hardware, or subscriptions purchased on behalf of the client, travel expenses incurred for on-site meetings, presentations, or installations, rush fees or expedited delivery surcharges, amounts paid for completed and accepted project milestones, deposits applied to reserve project scheduling and resource allocation (unless the project has not yet commenced and cancellation occurs within the cooling-off period specified in section 2.2), and any costs associated with sourcing and licensing third-party assets, including 3D models, audio, music, or other digital content.

8. How to Request a Refund

To initiate a refund request, please contact our team at create@simoventisreality.com with the subject line "Refund Request" followed by your project name or reference number. Your request should include: your full name and company name, the project name and SOW reference number, a detailed description of the reason for the refund request, the specific deliverables or services in question, and any supporting documentation (screenshots, correspondence, etc.).

We will acknowledge receipt of your refund request within two (2) business days and will complete our review within fifteen (15) business days. During the review process, we may request additional information or propose alternative resolutions. You will be notified of our decision in writing.

9. Refund Processing

Approved refunds will be processed within thirty (30) business days of the approval date. Refunds will be issued using the original payment method unless otherwise agreed. For wire transfer refunds, the client is responsible for any bank fees associated with the return transfer. Refunds for credit card payments may take an additional 5-10 business days to appear on the client's statement, depending on the card issuer's processing times.

All refund amounts are in United States Dollars (USD). If the original payment was made in a different currency, the refund will be processed in USD, and any exchange rate differences are the responsibility of the client. Simoventis Reality is not responsible for currency conversion fees charged by banks or payment processors.

10. Dispute Resolution

If you are dissatisfied with our refund decision, you may escalate the matter by requesting a review from our Senior Project Director. The escalation request must be made in writing within fifteen (15) business days of receiving the initial refund decision. The Senior Project Director will conduct an independent review and provide a final determination within twenty (20) business days.

If the dispute remains unresolved after the internal escalation process, both parties agree to submit the dispute to mediation before a mutually agreed-upon mediator in Nelson County, Kentucky, before pursuing any other legal remedies. Each party shall bear its own costs of mediation, and the mediator's fees shall be shared equally.

11. Force Majeure

Neither party shall be liable for any failure or delay in performance resulting from causes beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemics, government actions or orders, war, terrorism, civil unrest, labor disputes, power failures, internet disruptions, or other extraordinary circumstances. In such events, the affected party shall promptly notify the other party and both parties shall work in good faith to determine an equitable resolution, which may include project timeline adjustments, scope modifications, or partial refunds.

12. Amendments to This Policy

Simoventis Reality reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting the updated policy on our website. For existing projects governed by a signed SOW, the Refund Policy in effect at the time of SOW execution shall apply unless both parties agree in writing to adopt the updated policy. We encourage you to review this Refund Policy periodically for any changes.