Refund policy

Effective: November 4, 2026

This is a translation for convenience. If there is any difference, the Spanish version prevails.

1. Scope

This policy applies to the services you hire from Vértice Collective S.A.S.: event and experience production, technical production and video editing, including the credit packs and plans of Vértice Video by Vértice Collective.

2. General rule: what your proposal or contract says

Every project is different. That is why the deposit, payment schedule, cancellation and rescheduling terms, and what is refunded in each case are written into the accepted proposal or the contract for that project. If you cancel, we apply what was agreed there.

If the proposal or contract does not cover a specific case, we will resolve it with you in good faith and under Colombian law.

3. Administrative fee on refunds

When a refund is due because you cancelled a service, Vértice Collective S.A.S. will deduct an administrative fee of ten percent (10%) of the amount to be refunded. This fee covers the operational and administrative work already done: meetings, supplier quotes, bookings, coordination and handling of payments and invoices.

The fee does not apply when you exercise the right of withdrawal (section 6), when the refund is for a payment made by mistake (section 7), or when the service is cancelled for reasons attributable to Vértice Collective S.A.S.

4. Bank costs of the refund

Any costs charged by banks or financial institutions to make the transfer (fees, interbank or international transfer charges and Colombia's 4x1000 tax where it applies) are deducted from every refund. We will tell you the amount deducted, with the bank's statement.

This deduction does not apply either when you exercise the right of withdrawal, because the law requires a full refund with no deductions, or when the service is cancelled for reasons attributable to Vértice Collective S.A.S.

5. Video editing credits

• Vértice Video credit packs and plans are valid for six (6) months from the payment date, unless the proposal says otherwise.
• Credits not used within that period expire and are not refundable.

6. Right of withdrawal

If you are a consumer under Colombian Law 1480 of 2011 and you hired us at a distance (for example, only by email or phone), you may withdraw within five (5) business days after the contract is made, under its article 47. In that case we refund everything you paid, with no deductions, within thirty (30) calendar days.

Under the same law, withdrawal does not apply once the service has started with your agreement, or to work made to your specifications or clearly personalized.

7. Payments made by mistake

If you paid twice or more than the invoiced amount, we refund the difference, minus the bank costs of the transfer (section 4).

8. How to request a refund

Write to contacto@verticecollective.co with your name, company, invoice or proposal number and the reason. We reply within fifteen (15) business days. Approved refunds are paid by bank transfer to an account in the name of whoever made the payment.

9. Changes

We may update this policy. Each project is governed by the version in force when you accepted the proposal, together with its contract.