1. Overview
This Refund Policy applies to paid subscriptions for Vizera's Pro ($19/month) and Team ($49/month) plans. We want you to be confident in your purchase. If the Service is not right for you, this policy explains when and how you may request a refund.
This policy supplements our Terms of Service and does not affect any statutory rights you may have under applicable consumer protection laws.
2. 14-day refund window
If you subscribe to a paid plan for the first time, you may request a full refund within 14 days of your initial subscription charge.
The 14-day window applies when:
- This is your first paid subscription on your Vizera account (Pro or Team)
- The refund request is submitted within 14 calendar days of the initial charge date
- Your account has not been terminated for a violation of our Terms of Service
Refunds under this window cover the most recent eligible charge for that plan. If you upgraded from Pro to Team within the 14-day period, contact us and we will review the charge history to determine the appropriate refund amount.
3. Refund request process
To request a refund, follow these steps:
- Email support@vizera.design from the email address associated with your Vizera account
- Include your account email, plan name (Pro or Team), and the date of the charge
- Briefly describe the reason for your request (optional, but helps us improve the product)
We aim to review and respond to refund requests within 3 business days. Approved refunds are processed to your original payment method via Paddle. Depending on your bank or card issuer, refunded amounts may take 5–10 business days to appear on your statement.
If your refund is approved under the 14-day window, your paid subscription will be canceled immediately and your account will revert to the Free plan at the end of the current access period or immediately, at our discretion.
4. Subscription cancellation policy
You may cancel your Pro or Team subscription at any time from your account dashboard. Cancellation stops future billing but does not automatically generate a refund outside the 14-day window described above.
When you cancel:
- Your subscription remains active until the end of the current billing period
- You retain access to paid features through the end of that period
- Your account automatically moves to the Free plan when the billing period ends
- No further charges will be made after cancellation takes effect
If you cancel within the 14-day refund window and request a refund, we will process both the refund and cancellation together. If you cancel after the refund window, you will not receive a prorated refund for the remaining days in your billing period unless required by applicable law.
Downgrading from Team to Pro or from a paid plan to Free takes effect at the next billing cycle unless otherwise stated at the time of change.
5. Non-refundable circumstances
Refunds are generally not available in the following situations:
- Outside the 14-day window — renewal charges and subscriptions older than 14 days from the initial charge are not eligible for discretionary refunds
- Renewal charges — automatic monthly renewals after the first billing period are non-refundable except where required by law. You are responsible for canceling before your renewal date if you do not wish to continue.
- Partial use — extensive use of paid features during the billing period does not disqualify a first-time 14-day refund, but abuse of the refund policy (e.g., repeated subscribe-refund cycles) may result in denial
- Terms violations — accounts suspended or terminated for acceptable use violations, fraud, or chargebacks are not eligible for refunds
- Third-party fees — currency conversion fees, bank charges, or taxes collected by third parties are not refundable by Vizera
- Free plan — the Free plan does not involve charges and is not subject to this policy
We may make exceptions in cases of documented billing errors, duplicate charges, or extended Service outages that materially prevented use of paid features. Contact support@vizera.design if you believe your situation qualifies.
6. Chargebacks
If you have a billing concern, please contact us before initiating a chargeback with your bank. Chargebacks may result in immediate account suspension while the dispute is investigated. We reserve the right to decline future service to accounts with a history of unwarranted chargebacks.
7. Contact
For refund requests, billing questions, or cancellation assistance, reach us at support@vizera.design. Please include your account email and plan details so we can assist you promptly.