Refund policy
Policy summary
This Refund Policy explains when amounts paid for Vmoox Paid Services may or may not be refunded. It applies to purchases made through vmoox.com, app.vmoox.com, and authorized billing channels operated by Besticoder.
This policy is a contractual terms draft for transparency and is not legal advice. Mandatory consumer rights in your jurisdiction remain unaffected where applicable law requires refunds or withdrawal rights that cannot be waived.
Payments are final
Except as expressly stated below or as required by mandatory applicable law, all payments for Paid Services are FINAL and NON-REFUNDABLE once processed. By completing a purchase, you acknowledge that fees cover access to digital services for the applicable billing period and are earned upon payment confirmation.
We do not provide refunds for change of mind, unused subscription time, partial use, failure to cancel before renewal, lack of features you expected but that were not expressly guaranteed, or dissatisfaction unrelated to a confirmed Vmoox platform defect.
Limited refund exceptions
Vmoox may issue a refund, credit, or other remedy only in the following circumstances, subject to verification:
(1) Confirmed platform bug or defect attributable to Vmoox that materially prevents use of a paid feature you purchased, and that we cannot reasonably resolve within a commercially reasonable time.
(2) Duplicate billing error clearly caused by our billing system or payment orchestration, where you were charged more than once for the same billing period or plan.
(3) Failure to deliver the Paid Service due to fault attributable to Vmoox, meaning payment was successfully collected but paid functionality was not enabled on your account and not restored after notice to billing@vmoox.com.
What is not refundable
The following situations do not qualify for refunds except where mandatory law provides otherwise:
Change of mind, plan downgrade requests after renewal, or unused time remaining in a billing period.
User misconfiguration, incorrect workspace setup, deleted data, inadequate backups, or failure to manage users and permissions.
Issues caused by third-party platforms or integrations, including messaging provider restrictions, API changes, blocks, bans, rate limits, or downtime outside Vmoox control.
Network, device, browser, or local IT failures; force majeure events; or maintenance windows announced or reasonably necessary for security and operations.
Violations of our Terms, Acceptable Use Policy, or suspension/termination for abuse, fraud, or legal risk.
Free plans and trials
Free plans, beta access, and trial periods that do not require payment are not eligible for refunds because no purchase occurred.
If a trial converts to a paid subscription, standard billing and refund rules apply to charges after conversion. You are responsible for canceling before conversion if you do not wish to be charged.
How to request a refund review
To request review under the limited exceptions above, email billing@vmoox.com within fourteen (14) days of the charge unless a longer period is required by mandatory law. Include your account email, workspace name, invoice or transaction reference, purchase date, and a detailed description of the issue.
Provide screenshots, error messages, and steps to reproduce platform defects where applicable. Requests lacking sufficient information may be delayed or declined.
Review process and timing
We aim to acknowledge refund requests within five (5) business days. Investigation may require cooperation from your workspace administrators and may include log review, billing reconciliation, and reproduction attempts for reported defects.
Approved refunds are typically processed to the original payment method within ten to fourteen (10–14) business days, depending on banks and payment providers. Credits to account balance may be offered where appropriate and agreed by you.
Partial credits and service extensions
Where a full refund is not warranted but a confirmed Vmoox issue affected paid service delivery, we may offer a partial credit, service extension, or plan adjustment at our discretion.
Any goodwill remedy does not create a precedent or obligation for future incidents and does not modify the final-payment nature of standard subscriptions.
Chargebacks and payment reversals
Please contact billing@vmoox.com before filing a chargeback. Chargebacks opened without giving us a reasonable opportunity to resolve the matter may result in account suspension pending investigation.
If a chargeback is resolved in our favor, you remain responsible for unpaid fees and may be liable for chargeback costs where permitted by law and card network rules.
Cancellation is not a refund
Canceling future renewal prevents subsequent charges but does not automatically refund amounts already paid for the current billing period. Access to paid features generally continues until the end of the paid term unless otherwise required by law.
You are responsible for exporting data before cancellation takes effect at period end.
Mandatory consumer and statutory rights
If you are a consumer in a jurisdiction that grants non-waivable cooling-off, withdrawal, or refund rights for digital services, those rights apply in addition to this policy. Where local law conflicts with the general final-payment rule, mandatory provisions prevail to the required extent.
Nothing in this policy limits rights that cannot be excluded under applicable consumer protection legislation.