Refunds & Cancellation
Short version: full refund any time before work starts, pro-rated refund once it has, and you can cancel by sending one email. There is no subscription to cancel.
1. There is nothing recurring
Every VZNR engagement is a single, one-time charge. We do not operate subscriptions, retainers, free trials or automatic renewals. Once your engagement is paid and delivered, no further charge is made unless you buy another engagement.
2. How to cancel
Send one email to aisupport@vznrgroup.com saying you wish to cancel, and include the engagement reference from your scope document. No form, no phone call, no notice period.
We acknowledge cancellation requests within one business day and confirm any refund amount at the same time.
3. When you get a full refund
- Before the diagnostic call takes place. 100% refund, no questions and no deduction.
- If we cannot schedule your first session within 14 days of payment for reasons on our side.
- If we decline or discontinue the engagement for any reason of our own.
- If we miss an agreed delivery date by more than 7 days without an agreed extension.
4. When the refund is partial
Once work has begun, we refund the portion of the engagement that has not yet been delivered. Because our packages are staged, this is straightforward to calculate.
- Scan — after the diagnostic call but before the written map is sent: 50% refund. After the map is sent: no refund, as the deliverable is complete.
- Blueprint — refund of 100% of the value of any working sessions not yet held and any deliverable not yet issued.
- Build-along and Embedded — refund calculated per completed week. Weeks not yet started are refunded in full; the week in progress is not refunded.
- Add-ons — refunded in full if not yet delivered.
We will send you the calculation in writing before processing so you can check it.
5. When we do not refund
- A completed deliverable that was produced to the agreed scope. Disagreement with our conclusions is not grounds for a refund — we are paid for the assessment, not for a particular answer.
- Sessions you booked and did not attend without at least 24 hours' notice. One rescheduled session per engagement is free.
- Third-party tool licences you purchased on our recommendation. Those are refundable, if at all, by the vendor under their own terms.
- Engagements terminated because you did not supply agreed information or make people available, after two written reminders across 21 days.
6. If the work was not what we agreed
Tell us within 14 days of delivery, in writing, setting out what was missing against the scope document. We will either correct it at no charge or refund the affected portion, at your choice. This is in addition to any rights you have under applicable consumer law, which this policy does not limit.
7. How refunds are paid
Refunds are issued to the original payment method. We start the refund within 5 business days of agreeing the amount. Your bank then typically takes a further 5 to 10 business days to show it, which is outside our control.
Refunds are made in US dollars for the amount originally charged. Where your card was charged in another currency, the amount you receive may differ because of exchange rate movement between the charge and the refund. That difference is set by your card issuer, not by us.
8. Before you dispute a charge
If you do not recognise a charge or believe something has gone wrong, email aisupport@vznrgroup.com first. Charges from us appear on statements beginning with VZNR. We answer within one business day and, where a refund is due under this policy, we will pay it — which is faster than a card dispute, and avoids a process that takes both of us weeks.
9. Contact
All cancellation and refund requests go to aisupport@vznrgroup.com, or by phone on +1 575-292-0290 on weekdays. Please include your engagement reference. Full details are on the contact page.