Refund and Cancellation Policy
1. Scope
This policy applies to paid subscriptions and one-off purchases made directly from Vagary Labs LLP and its products. Where you bought through a third-party marketplace or app store, that store's refund rules govern the purchase and you should raise the request there.
1a. Where a merchant of record is involved
Self-serve subscriptions are sold through a merchant of record — a payment company that is the legal seller for that transaction (see Terms §1a). Two practical consequences:
- The refund may be issued by that company rather than by us, and its terms of sale apply to the payment transaction.
- Where its policy is more generous than this one, you get the more generous outcome. We will not use the arrangement to give you less than this page promises.
Contact us first regardless. We will either process the refund or route it to the merchant of record and follow it through. You should not have to work out which company to approach — that is our job, not yours.
2. Cancelling a subscription
You can cancel a subscription at any time, from the billing settings inside the product or by emailing [email protected]. Cancellation stops the next renewal. It does not end the current paid period — your access continues until the period you have already paid for expires, and you are not charged again after that.
We do not require a reason, a phone call, or a retention conversation to cancel.
3. Refunds
| Situation | Outcome |
|---|---|
| Within 14 days of a first paid subscription, with little or no usage | Full refund |
| Annual plan, cancelled mid-term | Pro-rata refund of the unused whole months |
| Monthly plan, cancelled mid-period | No refund for the current period; access runs to period end |
| Service materially failed and we could not fix it | Full refund of the affected period |
| Duplicate or accidental charge | Full refund |
| Metered usage already consumed (voice minutes, API calls, generated output) | Not refundable — the cost was incurred on your behalf |
| Account terminated for breach of the Acceptable Use Policy | No refund |
4. Your statutory right of withdrawal (EU / UK consumers)
If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance contract within 14 days without giving a reason. This right is in addition to anything in Section 3, and nothing on this page reduces it.
Digital services carry one important qualification. If you ask us to begin supplying the service immediately, and you acknowledge at that point that you will lose the withdrawal right once performance has begun, then the right ends when supply starts. Where you have not given that acknowledgement, the full 14 days remain available to you. We ask for it explicitly at checkout rather than burying it, because a right you did not know you were waiving has not been waived fairly.
5. How to request a refund
To: [email protected]
Subject: Refund Request
Include: the email on the account, the product, the approximate date of the charge, and — if you have it — the payment reference. You do not need the invoice number; we can find the charge from the account email.
6. Timelines
- We acknowledge a refund request within 48 hours.
- We decide, and tell you the outcome with our reasoning, within 7 business days.
- Approved refunds are issued to the original payment method within 5–10 business days of approval. We cannot refund to a different card or account.
- Your bank or card issuer may take additional time to post the credit. That part is outside our control.
7. Currency and fees
Refunds are issued in the currency you were charged in. Where your bank applies a foreign-exchange conversion, the amount you receive may differ slightly from the amount you paid because the rate moved between the two transactions. We refund the transaction amount, not the exchange-rate difference.
8. Chargebacks
If something has gone wrong, please contact us first — we would rather fix it directly, and it is faster for you than a bank dispute. Raising a chargeback without contacting us may result in the account being suspended while the dispute is open, because we are required to freeze the disputed service.
9. Disagreements
If you are unhappy with a refund decision, escalate to the Grievance Officer at /grievance. Escalation is a genuine second look by a different person, not a restatement of the first answer.
10. Changes
We may update this policy. The version that applies to a purchase is the version in force on the date of that purchase, not the version in force when you ask for the refund.