Refund & Cancellation Policy

Last updated: 14 October 2026

This policy explains how cancellation and refunds work for VIZO subscriptions and Top-up packages. It is part of the VIZO Terms of Service. Fees, billing and taxes are described in Section 4 of the Terms of Service. Current prices are always shown on the pricing page.

1. Cancellation

You can cancel your subscription at any time in Billing settings in your VIZO account. Cancellation stops future renewals. Your plan and remaining plan quota stay available until the end of the period you have paid for. After the subscription ends, you can continue to use any remaining unexpired Top-up credits while your account remains open. You cannot buy new Top-ups without an active paid subscription.

2. Refund Requests

2.1. Eligibility for Refunds

We do not offer a voluntary money-back guarantee for monthly subscriptions. Subscription payments, including payments for partially used billing periods or unused plan credits, are non-refundable unless a refund is required by applicable law or expressly provided for in our Terms and Conditions.

Nothing in this Policy excludes or limits your mandatory consumer rights.

2.2. Consumer Withdrawal and Refund Requests

To submit a refund request through our platform, log in to your Vizo account and navigate to Billing Settings → Request Refund. You must be logged in to submit the form.

We may ask you to provide a brief comment in the additional comment field stating that you are requesting a refund and explaining why you wish to cancel your subscription.

Where a statutory 14-day withdrawal right applies, you may exercise it within 14 calendar days of concluding your subscription contract. You may use the account form or send any other clear statement of your decision to withdraw using the contact details provided in this Policy.

For refund requests that do not involve statutory rights, requests must be submitted through the account form. Messages sent by email, chat, or other channels do not constitute submission through this process.

To identify your account, verify the relevant payment, and assess your request, we may reasonably request your name, transaction ID, the last four digits of the payment card used, billing date, a copy of the relevant receipt or invoice, account email address, username, and other information necessary for identity verification or authentication. Please do not provide your full card number, card security code, password, or one-time authentication codes.

Please provide reasonably requested information promptly. Failure to provide information necessary to assess a non-statutory refund request may result in its denial. This does not invalidate a statutory withdrawal notice submitted within the applicable deadline or extend any mandatory refund deadline.

Refunds due following a valid statutory withdrawal will be issued without undue delay and no later than 14 calendar days after we receive your withdrawal notice. Other approved refunds will be processed within 30 calendar days after we receive your written request and the information reasonably necessary to assess it, unless a shorter period is required by law or our Terms and Conditions.

Refunds will be issued using the original payment method unless otherwise expressly agreed, without additional refund fees.

3. Chargebacks and Payment Disputes

If you believe a payment is incorrect, we encourage you to contact us promptly through Billing Settings → Request Refund so we can investigate and help resolve the issue. If you cannot access your account, you may use the support contact details provided in this Policy. We aim to respond within two business days.

Contacting us is not a condition for exercising your rights with your bank or payment provider. You should not delay reporting an unauthorized transaction or allow any applicable dispute deadline to expire while waiting for our response.

While a payment dispute is open, we may, where reasonably necessary and permitted by applicable law, temporarily restrict the use of credits, seats, or paid features funded by the disputed payment. Any restrictions will be proportionate and limited to the affected services. We will notify you of the restrictions and their scope.

A payment dispute alone will not result in the deletion of your account, projects, or data. Read-only access will remain available unless a separate restriction is necessary for security reasons, required by law, or permitted under our Terms and Conditions for an independent reason.

We will cooperate with the relevant payment provider in reviewing the dispute. While it remains open, payment-processing rules may prevent us from issuing a separate refund for the same transaction. Any reimbursement will be handled through the applicable refund or dispute process, without duplicate reimbursement of the same amount.

Once the dispute is resolved, we will promptly review and update any restrictions to reflect the outcome and your subscription status.

Nothing in this section limits your mandatory rights under applicable law.

4. Contact

For enquiries relating to billing, payments, or payment transactions, please contact us at billing@vizo.tech.