Legal
Refunds and Cancellation
How VNP Media invoices, what is and is not refundable, and what happens when an engagement ends. These terms also appear as sections 5 and 6 of our Terms of Service, and in the engagement agreement you sign. They say the same thing in all three places.
Who this applies to. VNP Media provides its services to businesses. Our agreements are entered into between VNP Media and a client acting in the course of a business or profession, and by entering into an agreement with us you confirm that you are doing so on that basis. We do not contract with consumers.
01 Fees and payment
Our services are provided under a written engagement agreed before work begins. That agreement sets the monthly retainer, the per-appointment fee, and the length of the term.
What you are charged. You pay a monthly retainer, plus a performance fee for each qualified appointment. A qualified appointment means a prospect who booked through your funnel and attended; no-shows are not charged. The performance fee is a percentage of your agreed deal size, subject to a minimum per appointment, both fixed in your engagement agreement.
Advertising spend is separate. The fees above are our own fees. Advertising budgets are paid by you directly to the advertising platform. We do not invoice, receive, or hold your advertising spend.
How you are invoiced. Each engagement is invoiced monthly, as a single invoice issued through Stripe. It combines the per-appointment fees earned during the month just ended with the retainer for the month ahead, which is payable in advance. Because the retainer is always included, an invoice is never less than the monthly retainer. The final invoice of a term carries only the per-appointment fees, because the retainer for that term has already been paid.
We do not store or charge payment cards. Invoices are payable by the methods stated on the invoice itself. Nothing is charged automatically.
All amounts are in Euros unless your engagement agreement states otherwise, and are exclusive of VAT, which is added where required. We may correct an error in an invoice, and will tell you when we do.
02 Term, renewal and cancellation
Engagements run for a fixed term agreed in writing before work begins, typically three months to start and six months on renewal.
Renewal is by agreement, not by default. An engagement does not renew automatically. We will normally propose a renewal before your term ends; a new term begins only when you agree to it in writing.
Cancelling ends the renewal, not the term. You may decide not to renew at any time. Ending an engagement before the end of its term does not cancel the months already agreed: those remain payable, because the term is what was signed for.
Fees are not refundable, including fees already invoiced and fees for the remainder of an agreed term. Where we have made an error in invoicing, meaning the wrong amount, the same period twice, or an invoice raised after a cancellation we confirmed in writing, we correct it by credit note or repayment at our discretion, once verified against our billing records. That covers our mistakes. It is not a route to a refund of fees correctly charged.
If we end an engagement. We may end an engagement before the end of its term. Where we do so for our own reasons, we will credit the retainer for any full month of the term we have not served. Where we end it because the agreement has been breached, including where access we need to advertising or CRM accounts is withheld, or where an advertising account is suspended by the platform for reasons outside our control, fees for the remainder of the term remain payable.
Nothing in this section limits rights you have under applicable law that cannot be excluded by agreement.
03 Questions about an invoice
If you think an invoice is wrong, tell us and we will check it against our billing records. Email [email protected].