This policy explains how a Vonzay subscription is cancelled and when we give money back. It expands section 9 of the terms of service. If that section and this document read differently, this document governs cancellations and refunds.
Vonzay is a digital service: nothing is shipped, and the service is activated when the payment is confirmed.
1. What you are buying
Vonzay is a monthly subscription and the price is per company. The plan is charged in advance at the start of each cycle, on the anniversary date of your signup, and the account becomes active the moment the payment gateway confirms the payment. There is nothing to wait for and nothing arrives by post.
What each plan includes, how your agents’ work is counted and what happens when you go over are in sections 7 and 8 of the terms. This document covers only leaving and money.
2. How to cancel
There are two ways and they count the same:
- From your account panel, in the plan section, in one step.
- By writing to support@vonzay.com from the account owner’s email address.
There is no phone call, no retention conversation and we do not ask for a reason. We confirm by email, and that confirmation is the proof of the cancellation date.
3. When it takes effect
Cancelling takes effect at the end of the current cycle. You pay that cycle in full and the service runs to its last day, undiminished. After that we do not charge again, the account goes read only and you keep the exit right in section 11 of the terms: your complete vault and the dump of your database, at no cost.
For a cycle not to be charged, the cancellation has to arrive before the renewal date. If it arrives on the day of the charge or later, that cycle has already started and is provided in full.
4. What is not refunded
Here is the part that takes something away, in the same sentence: periods already started are not refunded. There are no partial refunds and no proration for the days you stop using it.
Neither is the work your agents already did, because that work was already paid to the model provider and does not come back; nor image and video generation or servers already provided; nor a cycle that was charged because the cancellation arrived after the renewal.
The Enterprise plan follows its signed quote wherever that says otherwise.
5. When we refund in full
We refund everything charged, to the same payment method, in three cases:
- Duplicate charge: the same cycle was charged more than once. We refund the extra charges.
- Billing error: you were charged an amount that does not match your plan, or you were charged a cycle after your cancellation had already arrived.
- Service not activated: you paid and the account did not become active. We try to activate it first; if we do not manage it on the same business day you tell us, or if you would rather not wait, we refund the amount.
None of the three needs arguing: the payment receipt is enough.
6. How to ask for one
Write to support@vonzay.com from the email address linked to the account, with the subject Refund and these details:
- Company name and the account owner’s email address.
- Date and amount of the charge, and the reference the gateway gave you or the last four digits of the card. Never send us the full card number.
- What happened, in a sentence or two.
We answer within five business days. If something is missing, we ask for it once, and the clock restarts when we receive it.
7. How long the money takes
Once we confirm the refund, we issue it within ten business days, to the same payment method you paid with. We do not refund in cash or to a different method. How long it takes to show on your statement is set by your bank or card issuer, not by us, and usually runs from a few days to one card cycle. If you need it, we send you the receipt of the refund order.
8. Before opening a chargeback
If something about a charge does not add up, write to us first: almost everything gets solved in one email. An open chargeback suspends the account while the bank resolves it, because the amount is held. If the bank resolves in our favor, we may terminate the contract.
9. Your rights
Vonzay is contracted between businesses. Even so, this policy does not limit the rights that Ecuador’s Ley Orgánica de Defensa del Consumidor grants you and that cannot be waived, where it applies to you, nor the rights the law of your own country grants you. If you believe we did not handle your claim properly, you can take it to the competent consumer protection authority.
10. Changes
If this policy changes, we update the date in the header. When the change affects what you already paid or how refunds work, we email client companies before it takes effect. No change applies to a request already submitted.