Last updated: 8 September 2026
This policy applies to bcallvn.us and the services provided by Bcallvn.
Questions: legal@bcallvn.us
This policy explains when work can be cancelled and what is refundable. It applies alongside our Terms & Conditions and the SOW for your engagement; where a signed SOW says something different, the SOW takes precedence.
1. Scope
Fixed-scope projects · Discovery engagements · Dedicated teams · Monthly retainers · Platform implementations · Travel, visa and property service fees.
2. Cancellation by you
| Stage | What's refundable |
|---|---|
| Before work starts | Full refund of anything paid, less transaction fees already incurred. |
| During a discovery phase | Pro-rata refund for the portion not yet delivered. The written brief produced up to that point is still yours. |
| Active fixed-scope project | Completed and in-progress milestones are payable. Amounts paid for milestones not started are refunded. |
| Dedicated team | Fees for the notice period are payable in full, as capacity is reserved and cannot be resold at short notice. |
| Monthly retainer | Cancel with 30 days' notice. The current month is payable; unused capacity doesn't carry over or refund. |
3. Service fees on travel, visa and property work
Government, embassy and consular fees are non-refundable regardless of the outcome, including where an application is refused. Airline, hotel and supplier cancellation terms are set by those suppliers, not by us, and are disclosed before booking. Our own service fee is refundable in full if you cancel before we begin work, and pro-rata thereafter based on the stage reached.
4. Cancellation by us
We may terminate for undisputed invoices overdue by more than 30 days, for requests that are unlawful or that we cannot perform competently, or where a lack of cooperation makes delivery impossible. We refund amounts paid for work not performed.
5. Refunds for defective work
Our first remedy is correction: defects reported within the 90-day warranty period are fixed at no charge. Where a material defect makes a deliverable unfit for its agreed purpose and we can't correct it in a reasonable time, a partial refund proportionate to the affected deliverable is available.
6. What's never refundable
Third-party licences and subscriptions purchased for you · Cloud and infrastructure costs already incurred · Paid media already spent · Government and statutory fees · Payment gateway and currency conversion charges.
7. How to request a refund
Email support@bcallvn.us with the subject line "Refund request", the engagement or invoice reference, and what you're asking for. We acknowledge within 2 business days and respond substantively within 15 business days.
8. How refunds are paid
To the original payment method, within 7–10 business days of approval. Gateway fees and currency conversion costs are not recoverable and are deducted. Refunds are made in the currency of the original invoice.
9. Chargebacks
Contact us before raising one. A chargeback filed without prior contact may result in suspension of work and recovery of costs, and doesn't shorten the process.
10. Disputes
Unresolved refund disputes follow clause 19 of our Terms & Conditions: 30 days' negotiation, then VIAC arbitration seated in Hanoi.
Our offices
- Vietnam — Head Office: BDA Building, Lo E50, Khu 3Ha, Phu Dien, Bac Tu Liem, Ha Noi · contact@bcallvn.us
- Hong Kong: Unit 1411, 14th Floor, Cosco Tower, 183 Queen's Road Central, Sheung Wan · hk@bcallvn.us
- India: 706, 7th Floor, Paras Trinity, Sector 63, Gurugram, Haryana 122102 · in@bcallvn.us
- United States: 651 N. Broad St., Suite 201, Middletown, Delaware 19709 · us@bcallvn.us