Refund Policy
Last updated: May 22, 2026
1. Overview
This Refund Policy explains how Vertuelo handles refund requests for paid plans, credit top-ups, owned companion-app access, duplicate charges, failed payments, and billing issues. It applies to purchases made directly through Vertuelo checkout.
2. Paid Plans
For a first-time paid plan purchase, you may request a refund within 7 days if the account has not made substantial use of paid features. Substantial use may include repeated AI reviews, employer workflows, public publishing, downloads, or other paid-only usage. Renewals and repeated purchases are generally non-refundable once the new access period begins, unless required by law or caused by a billing error.
3. Credits and Top-Ups
Unused credit top-ups may be eligible for refund within 7 days of purchase. Credits that have been spent, consumed by AI review, granted through promotions, or bundled into another offer are non-refundable unless the charge was duplicated or processed in error.
4. Duplicate, Failed, or Unauthorized Charges
If you see a duplicate charge, a failed payment that still posted to your card or wallet, or a payment you do not recognize, contact us as soon as possible with the payment date, amount, checkout email, and PayMongo reference if available. We will review the payment records and work with the payment processor where needed.
5. Non-Refundable Items
We do not refund consumed credits, completed billing periods after substantial use, account abuse, policy violations, chargebacks opened before support review, third-party costs already incurred, or services delivered outside Vertuelo and its owned ecosystem products unless required by applicable law.
6. How to Request a Refund
Send refund requests to billing@vertuelo.com with your account email, payment date, amount, reason for the request, and any payment reference shown by PayMongo. We may ask for additional information to verify account ownership and payment details.
7. Processing Time
Approved refunds are returned to the original payment method when possible. Processing time depends on PayMongo, the card network, wallet provider, or bank and may take several business days after approval.
8. Legal Rights
This policy does not limit any mandatory consumer rights or statutory remedies that apply in your jurisdiction. If a local law gives you stronger rights, those rights continue to apply.