Refund Policy

Introduction

This Refund Policy describes how Vendorapp Limited ("Vendorapp", "we", "us" or "our") handles cancellations and refunds for paid subscriptions to the Vendorapp platform available at www.vendorapp.co (the "Services"). It should be read alongside our Terms of Service and Privacy Policy.

By purchasing a paid subscription to Vendorapp you agree to the terms set out below. This policy is designed to be fair, transparent, and compliant with applicable consumer protection laws, including the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive.

1. Free Plan

   1.1 Vendorapp offers a free Basic plan that does not require a credit card or any payment. Because no money changes hands on the free plan, no refund is required or possible for it.

   1.2 You may upgrade from the free plan to any paid plan at any time. Once you upgrade, the terms of this Refund Policy apply to that paid subscription.

2. Paid Subscriptions

   2.1 Billing cycles: Vendorapp paid plans (Startup, Advanced and Expert) are billed in advance on a monthly or annual basis depending on the plan selected at checkout.

   2.2 Automatic renewal: Subscriptions renew automatically at the end of each billing cycle using the payment method on file. You will continue to be charged until you cancel.

   2.3 Cancelling a subscription: You may cancel your subscription at any time from within the Vendorapp application or by contacting support@vendorapp.co. Cancellation takes effect at the end of your current billing cycle. You will continue to have access to the paid features until that cycle ends, after which your account will revert to the free Basic plan.

   2.4 No refunds for partial periods: Except where required by law (see section 4) or where this policy expressly states otherwise, fees already paid for the current billing period are non-refundable. We do not provide pro-rated refunds for partial months, unused features, downgrades mid-cycle, or accounts that are cancelled before the end of a billing period.

3. When You Can Request a Refund

   3.1 Duplicate or accidental charges: If you have been charged twice for the same billing period, or charged after a confirmed cancellation, contact us within 30 days of the charge and we will refund the duplicate or erroneous amount in full.

   3.2 Service outages: If Vendorapp suffers a confirmed, prolonged outage that materially prevents you from using the Services, and the outage is attributable to Vendorapp (rather than a third-party subprocessor, your network, or scheduled maintenance), you may be eligible for a service credit or pro-rated refund. Eligibility is assessed on a case-by-case basis.

   3.3 Material defects: If a paid feature does not function substantially as described in our published documentation and we are unable to resolve the issue within a reasonable time after you have reported it, you may request a refund of the most recent billing period.

   3.4 Discretionary refunds: We may, at our sole discretion, offer a refund outside of the circumstances above. Approval of one discretionary refund does not create an obligation to approve future requests.

4. Statutory Cancellation Rights

   4.1 UK and EU consumers: If you are a consumer based in the United Kingdom or European Economic Area, you have a statutory right to cancel an online purchase within 14 days of placing the order without giving a reason. This is known as the "cooling-off period".

   4.2 Digital service exception: Vendorapp is supplied as a digital service that begins immediately upon checkout. By completing checkout you expressly request that the Services begin straight away and acknowledge that, to the extent the Services have already been performed, your right to cancel under the cooling-off period may be limited or lost.

   4.3 Business customers: The statutory cooling-off period does not apply to purchases made by businesses, sole traders, partnerships or other non-consumer entities. Subscriptions purchased by these customers are governed by the rest of this policy and our Terms of Service.

5. How to Request a Refund

   5.1 To request a refund, please email support@vendorapp.co from the email address registered against your Vendorapp account, including the following information:

   • Your full name and the name of your organisation.
   • The email address associated with your Vendorapp account.
   • The plan and billing period you are requesting a refund for.
   • The date and amount of the charge.
   • A short description of the reason for your request.

   5.2 We aim to acknowledge refund requests within 2 business days and to make a final decision within 10 business days of receiving all the information we need.

6. Processing of Approved Refunds

   6.1 Payment method: Approved refunds are issued to the original payment method used for the purchase, via our payment processor Stripe. Vendorapp does not store your card details.

   6.2 Currency: Refunds are made in the same currency as the original charge. Vendorapp is not responsible for any difference in amount caused by exchange-rate fluctuations between the original payment date and the refund date.

   6.3 Processing time: Once approved, refunds are typically initiated within 3 business days. After that, it usually takes a further 5 to 10 business days for the funds to appear on your statement, depending on your bank or card issuer.

   6.4 Bank or card fees: Vendorapp does not charge a fee to issue a refund, but we are not responsible for any fees that your bank, card issuer or payment provider may apply.

7. Chargebacks

   7.1 If you believe a charge from Vendorapp is incorrect, please contact us first at support@vendorapp.co so we can investigate. In most cases we are able to resolve issues quickly without the need for a chargeback.

   7.2 Initiating a chargeback without first contacting us may result in your account being suspended pending the outcome of the dispute. Vendorapp reserves the right to provide all relevant account, billing and usage information to our payment processor and the issuing bank in order to respond to any chargeback.

8. Changes to this Policy

   8.1 We may update this Refund Policy from time to time to reflect changes in our products, legal requirements, or business practices. The latest version will always be available on this page.

   8.2 Material changes will be communicated to active paying customers by email at least 30 days before they take effect. Continued use of the Services after the effective date constitutes acceptance of the updated policy.

9. Contact Us

   If you have any questions about this Refund Policy or would like to submit a refund request, please contact us at:

   Email: support@vendorapp.co

   Address: Vendorapp Limited, 1 Park Road, Hampton Wick, Kingston Upon Thames, Surrey, KT1 4AS, United Kingdom