Service & Refund Policy

Effective Date: November 2025

Company Name: Venso

1. Introduction

Venso (“we”, “our”, or “us”) provides mobile app development, admin panel setup, backend hosting, and deployment services to clients worldwide. By purchasing or engaging in any service with Venso, you (“the client”, “customer”, or “user”) agree to the terms outlined in this Service & Refund Policy. This document outlines how our services operate, our payment and refund rules, hosting terms, and our support process.

2. Scope of Services

Venso offers the following service categories:

2.1 App Development (Flutter + Firebase or Custom Backend)

We build and configure mobile applications using Flutter for Android, iOS, and web platforms (where supported).
Apps include branding, theming, design adjustments, and package naming based on customer requirements.
We use a shared codebase for speed and efficiency; apps are fully customised but not built completely from scratch unless specified.
We do not provide native app development unless agreed separately.

2.2 Admin Panel & Backend Setup

We set up admin panels, backend APIs, Firebase configurations, and hosting environments.
Customers may choose Venso hosting for their backend and admin panel or provide their own hosting credentials.
Backend hosting includes server setup, database configuration, security rules, and deployment.
Customers are responsible for all domain, DNS, or hosting renewals if they use their own hosting.

2.3 App Publishing & Delivery

We assist with publishing on Google Play, App Store (requires customer’s Apple Developer account), and web release.
We provide all necessary APKs, AAB files, screenshots, and app metadata as part of the delivery process.
Once an app is marked delivered, the project is considered completed.

3. Payments

All payments may be processed via online payment gateways, bank transfer, or any verified method offered by Venso.
Payment pages (Stripe, PayPal, etc.) are hosted on their respective secure platforms.
All transactions are encrypted and protected using SSL.
We may request identity or business verification for fraud prevention at any time.
Work on a project begins only after advance or full payment is received.

4. Refund Policy

Refunds are only eligible within the first 24 hours of payment.
If work has started, progressed, or the app is delivered / marked completed, no refund will be issued under any circumstances.
If a refund request is approved within 24 hours, a 10% cancellation or processing fee is deducted.
Projects that have reached any delivery stage (APK provided, admin panel configured, design implemented, code customised, etc.) are strictly non-refundable.
Chargebacks or disputes filed without prior communication result in immediate project suspension and account restrictions.
Refund requests must be sent only to support@venso.uk.

5. Delivery Timelines

Delivery times depend on project type and may vary slightly.
Minor delays (1–3 business days) may occur due to revisions, technical processes, or communication gaps.
Delays caused by customers (e.g., not sharing assets, credentials, or app details) are not included in the delivery timeline.

6. Customer Support

Support is available via email or within the project communication channels.
Average response time is within 24 business hours.
Support is available Monday to Friday only.
Requests received outside business hours or during weekends are responded to the next business day.

7. Data Security & Hosting

Our website uses secure SSL encryption and modern security protocols.
When customers choose Venso hosting, backend and admin panels are hosted on secure servers with regular backups.
Customers hosting on their own servers are responsible for server security, maintenance, and uptime.
Venso does not store or have access to customer payment card details.

8. Ownership & Intellectual Property

Upon full payment, customers own the final delivered app build, admin panel setup, and branding assets.
The underlying source code framework or template remains licensed under its original terms.
Venso retains rights to the base code and system infrastructure unless full source-code purchase is explicitly included in the agreement.

9. Service Suspension

We reserve the right to suspend or terminate services if fraudulent activity, misuse, or chargebacks are detected.
Service may be reactivated after dispute resolution and settlement of outstanding payments.

10. Contact Information

Venso
Email: support@venso.uk

11. Updates to This Policy

Venso reserves the right to update or modify this policy at any time without prior notice. Updates will be posted on venso.uk and take effect immediately upon publication.

Summary of Key Points

Refunds allowed only within the first 24 hours.
No refunds once work begins or the app is delivered.
Customers may use Venso hosting or bring their own hosting.
App builds and backend setups are delivered after full payment.
Customer delays do not count toward delivery timelines.
Support is available Monday to Friday during business hours.