Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy explains the circumstances in which fees paid for the Service may be refunded, and how to cancel a plan or request a refund. It forms part of, and is incorporated into, the Terms of Service, and works together with the Billing Terms, which govern how charges, auto-renewal, and payment methods operate.

Capitalised terms have the meaning given in the Terms of Service. In this policy, Vexaro, we, us, and our mean Vexaro, LLC, a limited liability company organized under the laws of the State of Delaware, USA, unless a different Vexaro contracting entity is expressly identified in your Order Form, invoice, or account record, in which case that entity is the contracting party for the relevant order. Customer, you, and your mean the organisation or person that holds the account or signs the Order Form.

This policy describes our standard, voluntary refund practice. It does not limit any non-waivable rights you may have under applicable mandatory rules (see Section 5). If this policy conflicts with an Order Form, the Order Form controls; otherwise the order of precedence in the Terms of Service applies.

2. Refund Matrix

The following table sets out how refunds are handled by plan and scenario. Where a purchase is completed through a Merchant of Record, the Checkout Provider’s buyer terms govern the refund of that purchase, as noted below and in Section 4 of the Billing Terms.

Plan / scenario	Refund treatment
Free Plan	No payment is taken, so there is nothing to refund.
Trial	Where a trial is offered, the trial length, conversion trigger, and usage limits are shown at sign-up, checkout, account, or Order Form. If the trial is free and you are not charged, there is no refund to request.
Monthly subscription	The first monthly payment is refundable in full if you request a refund within 30 calendar days of the initial charge, for a purchase Vexaro sells directly. After that 30-day window, fees already paid for the current month are non-refundable, and you keep access until the end of the period already paid. Where your Order Form states a different window, the Order Form applies.
Annual subscription	The first annual term is refundable in full if you request a refund within 30 calendar days of the initial charge, for a purchase Vexaro sells directly. Renewal terms are non-refundable, except where applicable mandatory rules require otherwise or your Order Form states otherwise.
Upgrade / downgrade	An upgrade takes effect immediately and is charged with a prorated credit applied for the unused portion of the current period. A downgrade takes effect at the start of the next billing cycle; downgrades are not refunded for the current period.
Enterprise Plan	Refunds are governed by your Order Form. There is no self-service refund for Enterprise purchases; raise any refund question through your Order Form contact and [email protected].
Merchant-of-Record checkout	Refunds for purchases completed through a Merchant of Record are requested from, and handled by, that Checkout Provider under its buyer terms. See Section 4 of the Billing Terms.
Abuse / suspension or termination for breach	Where an account is suspended or terminated for violation of the Acceptable Use Policy or the Terms of Service, no refund is given for the affected period.
Service outage	Service-availability shortfalls for eligible plans are remedied through service credits, not cash refunds, under the Service Availability Policy.

Refunds, where granted, are issued to the original payment method unless that is not possible, in which case we will agree an alternative with you. A refund of an initial purchase ends the related subscription and access to the paid features from the date the refund is processed, unless we agree otherwise.

3. How to Cancel

You can cancel auto-renewal at any time through your account settings; cancellation stops the next renewal and takes effect at the end of your current billing period, and you keep access to the paid features until then, as described in the Billing Terms. Cancelling does not by itself trigger a refund of fees already paid, except as set out in Section 2 or as required by applicable mandatory rules.

For a purchase completed through a Merchant of Record, manage cancellation through that provider as directed in your purchase confirmation, in addition to your Vexaro account settings. For an Enterprise Plan or other Order Form purchase, cancellation and any early-termination terms follow your Order Form; contact your Order Form contact or [email protected] for assistance.

4. How to Request a Refund

To request a refund for a purchase Vexaro sells directly, contact [email protected] from the email address associated with your account, and include your account or order identifier, the charge in question, and the reason for the request. We will review eligible requests against Section 2 and respond within a commercially reasonable period.

For a purchase completed through a Merchant of Record, request the refund from that Checkout Provider under its buyer terms, using the contact or self-service option in your purchase confirmation; the Merchant of Record processes the refund for that purchase. If you are unsure which path applies to your purchase, contact [email protected] and we will direct you.

For service-availability credits, do not use this refund process; instead, submit a service-credit claim under the Service Availability Policy within the claim window stated there.

5. Mandatory-Rule Note

Nothing in this policy removes or limits any refund or cancellation rights you have that cannot be waived under applicable mandatory rules. Where such rules grant you a non-waivable right to cancel or to a refund, that right applies in addition to this policy, and we will honour it to the extent required. Where this policy is more generous than those rules require, this policy applies.

Contact

• Refund requests and cancellation help: [email protected]
• Enterprise refunds and contracting matters: [email protected]

Purchases sold directly by Vexaro are sold by Vexaro, LLC, a limited liability company organized under the laws of the State of Delaware, USA. Contracting and notice details are provided on invoices and Order Forms.

This document is part of the Vexaro Legal Center.