Refund & Cancellation Policy

All subscription billing, tax calculation, invoicing, and customer payment processing for Vectrox are operated by Paddle (Paddle.com Market Ltd / Paddle Payments Ltd), which acts as the Merchant of Record.

Charges appear on your card or bank statement under Paddle’s name (for example PADDLE.NET* VECTROX). As Merchant of Record, Paddle takes the payment, issues the tax invoice, handles sales tax, VAT and GST, and pays out approved refunds.

Vectrox is a specialized enterprise B2B platform. Subscription fees are billed in advance on a recurring basis (monthly or annually) and are strictly non-refundable.

We do not offer refunds, credits, or pro-rated billing for partial months, partial years, downgraded plans, or unused workspaces. When you subscribe, you commit to the selected billing period.

The workspace Owner can cancel the subscription at any time, and the cancellation stops every future charge straight away:

• Open Settings → Subscription & Billing in your workspace.
• Press Manage Invoices & Payment Methods, which opens Paddle’s secure customer portal.
• Choose to cancel the subscription there.

Upon cancellation, your workspace retains full, uninterrupted access to all features, AI capabilities, and records until the end of your prepaid billing period. You will never be billed again after cancelling.

Refunds are issued solely in the following specific circumstances:

• Billing Errors & Duplicate Charges: A charge made in error, an erroneous rate calculation, or a verified duplicate transaction will be refunded in full immediately upon notice.
• Material Service Termination Without Cause: If we terminate your service without cause during an active billing term, we will issue a pro-rata refund for the remaining prepaid period, as set out in our Terms of Service.
• Material Reduction of the Service: If a change we make materially reduces the service during a paid term, you may cancel and receive a pro-rata refund of fees paid in advance for the rest of that term, as set out in our Terms of Service.
• Statutory Consumer Rights: Where mandatory, non-excludable consumer protection law applies, our policy complies with applicable statutory requirements.

To resolve an unauthorized charge, report a duplicate transaction, or ask a billing question:

• Email Support: Contact our finance desk at support@vectrox.app with your workspace name, registered email address, and Paddle invoice number.
• Paddle Buyer Support: You can also access Paddle directly at paddle.net using the order reference number on your receipt.

Approved billing corrections are processed directly through Paddle and credited to your original payment method within 5 to 10 business days.