Billing and refund review for Vizuem.

This policy applies to direct purchases of subscriptions and one-time add-ons from Vizuem. A written order form, enterprise agreement, checkout disclosure, promotion, or applicable law may provide different terms.

Where specifically accepted written terms conflict with this policy, those written terms control for the affected purchase.

Monthly and annual subscriptions renew automatically unless canceled before renewal. Eligible customers may manage cancellation through the Stripe billing portal available from account settings.

Unless otherwise shown during cancellation or stated in a written agreement, cancellation takes effect at the end of the current paid billing period. Access may remain available until that period ends.

Cancellation prevents future renewal charges after it becomes effective. It does not by itself create a refund for a prior charge, a partially used billing period, or an unused subscription.

Expanded-scope and similar add-ons are one-time purchases rather than recurring subscriptions.

An add-on refund may be considered when a charge was duplicated, the purchased scope was not provisioned, the wrong quantity was charged because of a verified billing error, or the purchased add-on could not be delivered because of an exceptional service failure attributable to the service.

An add-on that was correctly provisioned and used is ordinarily not eligible for a refund merely because the customer did not use all purchased capacity or no longer needs it.

We will review reports of duplicate charges, incorrect plan or interval charges, incorrect add-on quantities, and other verifiable billing errors.

When a duplicate or incorrect charge is confirmed, we may correct the account and issue an appropriate full or partial refund to the original payment method.

A pending bank authorization is not necessarily a completed duplicate charge. Some pending authorizations expire without settlement.

We may consider a refund or account credit when a purchased service was materially unavailable, the purchased add-on was not provisioned, or a verified service failure prevented delivery of the affected paid service and the issue could not reasonably be restored or corrected.

Review considers the affected service, duration, customer impact, available workarounds, restoration efforts, consumed capacity, and any prior credit or adjustment.

An approved remedy may be a full refund, partial refund, account credit, corrected charge, restored capacity, or another reasonable adjustment appropriate to the verified issue.

Unless required by law or specifically approved after review, refund eligibility ordinarily does not arise solely from:

• Failure to cancel before a subscription renewal.
• Not using an available subscription, allowance, seat, export, or purchased capacity.
• A change of mind, changed project requirements, or no longer needing the service.
• Customer configuration, credentials, authorization, crawler access, target availability, blocking, rate limiting, or unsupported content.
• A scan producing fewer or more findings than expected.
• Disagreement with informational Evidence, Digital Risk signals, scoring, reports, exports, or automated results.
• Use of only part of a billing period or only part of a one-time add-on.
• A third-party website, provider, payment method, browser, network, or dependency outside the service provider's reasonable control.

Send the request promptly to billing@vizuem.com or use the billing category on the Contact page.

Include:

• The email address associated with the account.
• The organization or workspace name, when applicable.
• The charge date, amount, currency, and invoice or receipt identifier.
• Whether the request concerns a subscription, renewal, add-on, duplicate charge, billing error, or service failure.
• A concise explanation and any supporting screenshots or records.

Do not send full payment-card numbers, security codes, passwords, private keys, or other unnecessary sensitive credentials.

We may request additional information needed to identify the payment, verify account authority, reproduce the issue, or determine whether a duplicate, error, or service failure occurred.

Approved refunds are generally submitted through Stripe to the original payment method. Availability after submission depends on the payment method, financial institution, network, and payment provider.

Taxes, currency conversion, bank fees, and exchange-rate differences may be handled by the applicable payment provider or financial institution and may not be controlled by Vizuem.

Contacting billing support first may allow a duplicate charge, billing error, or service issue to be investigated and resolved more quickly.

Nothing in this policy prevents a customer from exercising rights available through its payment provider, card issuer, or applicable law. We may provide account, checkout, usage, delivery, and communication records when responding to a formal payment dispute.

Nothing in this policy limits refund, cancellation, warranty, or consumer rights that cannot lawfully be excluded or limited.

Refund eligibility may also be affected by applicable law, checkout disclosures, written order terms, or a separately executed agreement.

Refund and billing questions may be sent to billing@vizuem.com.