Refund and Cancellation Policy
This policy explains when an order can be cancelled, what is refundable at each stage of production, and what happens if we are waiting on you. It applies to orders placed through this website.
Refunds by stage
Refunds are worked out per package. If your order contains several packages, each one is assessed on the stage it has reached, so a mixed order refunds correctly rather than all or nothing.
- Before production starts. Full refund. This covers the period after payment while your order is being reviewed and prepared, up to the moment production formally begins.
- Once production has started, before the first draft. 50% refundable. The other 50% covers work already carried out.
- Once the first draft has been delivered. No refund. Your included revisions still apply, and we will keep working with you to get the deliverable right.
- If we cannot deliver. If Visual Forge is unable to complete your order, you are refunded for the undelivered portion regardless of stage.
If your project was paused while we waited on something from you, the refund is judged on the stage the project had reached before the pause, not on the pause itself.
Cancelling an order
To cancel, reply to your order confirmation or email support@viraltrove.com with your order number. The stages above decide what is refundable at the time we receive your request. Refunds are returned to the original payment method.
Orders paid by bank transfer
Larger orders may be payable by bank transfer (ACH) rather than card. Where that applies, you have three business days to start the payment, or the order expires and is cancelled.
Starting the payment is what matters, not how long it takes to clear. Once you have begun the payment, your order is safe and simply waits for confirmation, however long your bank takes. Only orders where a payment was never started are cancelled.
When we are waiting on you
Production cannot begin until payment, your completed brief and any required assets are all in. If we are waiting on something from you, the delivery clock pauses and we send reminders on the second, fifth and seventh business day.
If we still have not heard from you after seven business days, the project is archived. You can reactivate it at any time, but the original delivery date no longer applies and the project rejoins the queue at the next available production slot.
Business days
Business days are Monday to Friday, excluding US federal holidays.
Questions
Email support@viraltrove.com, or write to Viral Trove LLC d/b/a Visual Forge, 7901 4th St N Ste 300, St. Petersburg, FL 33702.
Last reviewed 5 September 2026.