Refund, Cancellation and Delivery Policy

Effective date: 01/06/2026
Last updated: 07/04/2026

1. Introduction

This Refund, Cancellation and Delivery Policy explains how Virtual Focus handles deposits, cancellations, refunds, revisions, and delivery of services.

By booking a service with Virtual Focus, you agree to this policy.

2. Booking and Deposit

A 50% deposit is required before any work begins.

No work will start until:

• the deposit has been paid, and
• the information and materials needed to begin the project have been received

3. When Work Is Considered to Have Started

Work is considered to have started once Virtual Focus has begun any part of the service, including:

• reviewing client information or documents
• planning or structuring the project
• drafting content
• editing or rewriting content
• formatting or preparing files for delivery

4. Deposit Refunds

Once work has started, the deposit is non-refundable.

This is because the service is personalised and time is allocated specifically to the client’s project.

If a client cancels before work has started, any refund will be considered at the discretion of Virtual Focus and may take into account any administrative or preparatory time already spent.

5. Balance Payment

The remaining 50% balance is due after the draft has been approved.

Final delivery may be withheld until the full balance has been paid.

6. Cancellations

A client may request cancellation before work has started.

If cancellation is requested after work has started:

• the deposit remains non-refundable
• any additional work completed beyond the deposit stage may be billed where applicable
• Virtual Focus may close the project if the client chooses not to continue

7. Turnaround Time

The standard turnaround time is 7 days.

This turnaround time begins once:

• the deposit has been paid, and
• all required information, documents, and instructions have been received

If the client delays in sending content, answering questions, or approving drafts, the delivery timeline may be extended.

8. Revisions

Each service includes 1 revision, provided the revision request is submitted within 7 days of the draft being sent.

The included revision covers reasonable changes or corrections related to the original agreed scope of work.

The included revision does not cover:

• a full rewrite
• a change in direction
• a change in the target role or purpose after drafting
• new content not originally supplied
• additional documents or services outside the original package

Revision requests received after the 7-day period may be treated as a new service or quoted separately.

9. Draft Approval

Once the client confirms approval of the draft, the project will move to final delivery, subject to payment of the outstanding balance.

It is the client’s responsibility to review the draft carefully before approving it.

10. Delivery Method

Final delivery is made via a Canva link, unless otherwise agreed in writing.

The client is responsible for:

• ensuring they can access the Canva link
• downloading or saving their final files promptly
• checking that the delivered files are correct upon receipt

11. Delivery Delays Outside Our Control

Virtual Focus is not responsible for delays caused by factors outside its reasonable control, including:

• client delays in sending information or feedback
• internet or hosting issues
• third-party platform issues, including Canva or email delivery problems
• technical disruptions or service outages

Where possible, reasonable steps will be taken to complete delivery as soon as practicable.

12. No Refunds for Completed or Approved Work

No refund will be given for:

• work already completed
• approved drafts
• services where the client has received the agreed deliverable
• dissatisfaction based on personal preference where the agreed scope has been fulfilled

13. Client Responsibility for Accuracy

The client is responsible for ensuring that all information supplied to Virtual Focus is accurate, complete, and lawful to use.

Virtual Focus is not responsible for issues resulting from inaccurate, incomplete, or misleading information provided by the client.

14. Contact About Refunds or Delivery Issues

If you have a question about a refund, cancellation, or delivery issue, please contact:

Virtual Focus
Email: Contact Virtual Focus

15. Changes to This Policy

Virtual Focus may update this Refund, Cancellation and Delivery Policy from time to time.

The latest version will always be published on the website with the updated effective date.