Refund Policy

Last updated 10 August 2026

Software cannot be handed back the way a physical product can, so refunds work differently for each thing we sell. This page covers products, project work and retainers separately. Nothing here removes any right you have under the consumer law of the country you live in.

WordPress products

We fix it first

If a product is broken or does not behave the way its page says it should, tell us and we are obliged to fix it promptly. Most refund requests we receive turn out to be a configuration setting, a plugin conflict or a server restriction, and are solved in a message or two. Contact support before asking for a refund and there is a good chance you keep a working plugin instead of getting your money back.

When you are entitled to a refund

• It is not as described. The product is materially different from what the product page or the preview shows.
• It does not work and we cannot fix it. If a fault cannot be repaired within a reasonable time, you get your money back.
• You could not download it. A purchase you were never able to receive is refunded in full.
• You were charged twice or charged in error.

Requests must be made within thirty days of purchase. Refunds are issued to the original payment method within ten working days, and the licence is deactivated at the same time.

When we are not obliged to refund

• You changed your mind, or no longer need the product.
• You bought it by mistake, or bought the wrong one — tell us anyway, we will usually credit it against the right one.
• You did not have the skills or the server environment to use it, and this was stated on the product page.
• You want features the product never claimed to have. Feature requests are welcome; they are not grounds for a refund.
• The conflict is with heavily modified code we cannot reproduce, after we have genuinely tried to help.
• You ask for a refund without telling us what went wrong.

If we disagree

Because we sell direct, there is no marketplace to arbitrate. If we decline a request and you think that is wrong, reply and say so — a second person here will look at it. We would rather resolve it between us than have you out of pocket over a plugin.

Project work

Project payments follow the schedule on your invoice, and each stage is approved by you before the next begins. That structure exists so neither side carries the whole risk.

• Before work starts. Cancel before we begin and any advance payment is refunded in full.
• During a project. You pay for work completed and approved to that point, and you receive that work with full ownership. Anything you have paid beyond it is refunded.
• After delivery. Once a stage is approved and delivered it is not refundable. Faults in delivered work are fixed free within the sixty-day support period.

If a project fails because we did not deliver what was scoped, we refund the affected stage.

Monthly retainers

Retainers are billed monthly in advance and cancelled with thirty days' notice. The month in progress is not refunded, because the work is already scheduled and largely done. There is no minimum term and no cancellation fee.

Third-party costs

App store fees, hosting, domains, gateway charges and any commercial licence bought for your project are paid to those companies, not to us, and are refundable only under their own terms. We pass these through at cost and never mark them up.

Orders placed through a third-party platform

Where you ordered through a freelancing or escrow platform, that platform's refund and dispute rules apply instead of this page.

How to request one

Write to info@valerianmedia.com with your order or invoice reference and what went wrong. We reply within two working days.

Chargebacks

Please talk to us before raising a chargeback. We have refunded every legitimate request we have received, and a chargeback costs us a fee on top of the refund for a problem we would have solved anyway.

Contact

Valerian Media · Chiniot & Lahore, Punjab, Pakistan
info@valerianmedia.com · +1 737 343 8408