Cancellation and Refund Policy
Effective date: 24 August 2026 Last updated: 25 August 2026
This policy applies to direct online subscriptions for VaultGuard Sync (Cloud). An enterprise order form can state different billing or termination terms. Mandatory consumer rights override any conflicting part of this policy.
1. Trial and first charge
The Pro trial lasts 14 days and requires a payment method through Stripe. The trial begins when checkout confirms payment-method setup. Unless the subscription is cancelled before the trial ends, it converts to the selected paid monthly or annual plan and Stripe charges the payment method.
Creating an organisation alone does not begin the trial; the organisation remains pending until checkout is completed.
2. Renewal
Paid subscriptions renew automatically for the same billing interval until cancelled. Monthly subscriptions are charged each month. Annual subscriptions are charged once for the year. Renewal dates and amounts appear in Billing or Stripe’s checkout and customer portal.
3. How to cancel
An organisation owner can cancel from the Billing area of the hosted admin panel. If that is unavailable, email support@vaultguard.cloud from the owner address and include the organisation name.
Cancellation normally takes effect at the end of the current trial or paid billing period. Access continues until that date. Cancel before the displayed renewal time to avoid the next charge; payment processing can start shortly before the displayed renewal date.
Export any Customer Data you need before access ends. Data deletion follows the Privacy Policy and Data Processing Addendum.
4. Refunds
Except where law, an order form, or an express service-level remedy requires otherwise:
- fees already paid are non-refundable;
- cancellation does not produce a partial-period credit;
- unused time on an annual plan is not automatically refunded;
- duplicate or demonstrably erroneous charges will be corrected.
To request a legally required or exceptional refund, email support@vaultguard.cloud within 14 days of the charge and include the organisation name, invoice reference, and reason. Do not send card details. Approved refunds go to the original payment method; the bank or card network controls when the credit appears.
5. EEA and UK consumer withdrawal
A consumer who buys online may have a statutory 14-day right to withdraw. If the consumer expressly asks VaultGuard to begin the digital service during that period, applicable law can require payment proportionate to service already supplied. Where the law allows the withdrawal right to end after full digital performance, we will ask for the acknowledgement required by law.
The ordinary 14-day product trial does not replace or reduce a statutory withdrawal right. Send an unambiguous withdrawal request to support@vaultguard.cloud with the account email and organisation name. We will confirm the request and apply the remedy required by law.
6. Suspension or termination by VaultGuard
If VaultGuard ends a prepaid subscription for convenience, we will refund the unused prepaid portion. No refund is due when termination results from Customer’s material breach, unlawful use, fraud, or non-payment, except where mandatory law says otherwise.