Refund & Cancellation Policy
Effective date: February 15, 2026. This policy describes cancellation rules and refund handling for VexoMax services.
1) Scope
This policy applies to paid services agreed directly with VexoMax (planning, configuration, documentation, and optional support). Website browsing and general inquiries are free of charge.
2) Definitions
- “Booking” — a scheduled time slot for service delivery.
- “Digital deliverables” — documents such as setup notes, device maps, or written recommendations delivered electronically.
- “Work started” — we begin analysis, planning, configuration activity, or production of deliverables.
3) Cancellation by you
If you need to cancel, please notify us as soon as possible by email or phone.
- More than 48 hours before a booking: cancellation is typically eligible for a refund of prepaid service fees, excluding non-recoverable processing costs (if any were disclosed in advance).
- 24–48 hours before a booking: a partial refund may apply depending on preparation work already completed.
- Less than 24 hours before a booking: a refund may be limited because time and preparation may have been reserved.
4) Rescheduling
Rescheduling is usually possible if requested early enough. If preparation work has already been completed, the new slot may include adjustments based on scope. We will confirm the updated schedule and any changes in writing.
5) Digital services and deliverables
Some services include digital deliverables (for example, a written device map, configuration notes, or a structured setup plan). Once a digital deliverable is delivered, refunds may be limited because the service has been provided.
If you believe there was an error in what was delivered (for example, the document refers to the wrong rooms or devices), contact us. We may offer a reasonable correction when the scope supports it.
6) Cancellation by VexoMax
In rare cases, we may need to cancel or reschedule due to operational constraints (availability, safety, or scope mismatch). If we cancel a paid booking and no alternative is agreed, prepaid service fees for the cancelled portion are eligible for refund.
We are not responsible for third-party device changes, discontinued features, or external outages.
7) How to request a refund
- Email [email protected] with subject “Refund request”.
- Include your name, the service date (if any), and a short description of the request.
- We may ask for details needed to locate the booking or invoice.
8) Disputes
If you disagree with a decision, reply to our email with additional context. We will review the request based on scope, timing, and what work was completed. Governing law is Japan (see Terms of Service).
Email: [email protected]
Business ID: Corp No. 7429136058123
Work hours: Mon–Fri 10:00–18:30