Refund policy

Last updated — 2 June 2026

This Refund Policy explains how refund requests for Vaiz subscriptions and paid services are handled.

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Vaiz subscriptions and paid services are processed by Paddle, our payment provider and Merchant of Record. Paddle handles payment processing, invoicing, applicable taxes, and payment-related customer support for your purchase.

This Refund Policy explains how refund requests for Vaiz are handled. Nothing in this policy limits any mandatory rights you may have under applicable law.

1. Subscription cancellations

You may cancel your Vaiz subscription at any time from your billing settings, through Paddle subscription management tools, or by contacting our support team.

When you cancel a subscription, your paid access will continue until the end of the current billing period. Cancellation prevents future renewals but does not entitle you to a refund, credit, or prorated reimbursement for the current billing period.

2. Refund eligibility

Refunds are only available in limited cases, such as:

you were charged incorrectly;
you were charged more than once for the same subscription or service;
there was a billing or payment processing error;
your paid access was not activated due to a verified technical or provisioning issue on our side or on the side of our payment provider;
a refund is required by applicable law.

Unless required by law, we do not provide refunds or credits for:

unused time in a subscription period;
monthly or annual subscription payments after the billing period has started;
failure to cancel a subscription before renewal;
lack of use of Vaiz;
change of mind;
accidental purchase by an authorized user;
downgrades or removals of seats during an active billing period;
accounts suspended or terminated for violation of our Terms of Service;
custom services, setup work, onboarding, consulting, or other one-time services that have already been delivered.

3. Subscription renewals

Subscriptions renew automatically unless cancelled before the renewal date.

Renewal payments are non-refundable, except in cases of billing error, duplicate charge, verified technical or provisioning issue, or where a refund is required by applicable law.

4. Seat changes and plan downgrades

If you remove seats, downgrade your plan, or reduce your subscription during an active billing period, the change will apply from the next billing period unless otherwise stated in your billing settings, checkout page, order form, or applicable written agreement.

We do not provide refunds, credits, or prorated reimbursements for unused seats, downgrades, or reduced usage during the current billing period.

5. How to request a refund

To request a refund, please contact us at [email protected].

Please include:

the email address used for your Vaiz account;
your workspace name, if applicable;
your Paddle transaction ID or receipt number;
a description of the billing or technical issue.

You may also request payment-related support through the links provided in your Paddle receipt or subscription management email.

6. Refund processing

If a refund is approved, it will be processed by Paddle back to the original payment method where possible. Processing times may vary depending on your payment method and financial institution.

7. Paddle terms

Because Paddle is the Merchant of Record for Vaiz purchases, your transaction may also be subject to Paddle's applicable Buyer Terms and Refund Policy, available on Paddle's website.