Refund Policy

1. General rule

Vestigio offers recurring SaaS services, free trial, paid plans, and AI credits. As a general rule:

• amounts related to periods already started, used, made available, or effectively enjoyed are not refundable;
• what has been used, has been used;
• cancellation does not automatically amount to a refund;
• AI credits are handled according to specific rules in this Policy.

2. Refund of monthly and annual plans

The Customer may be eligible for a subscription refund only when all of the following conditions are cumulatively met:

• there is a material issue, relevant defect, or unavailability attributable to Vestigio itself;
• the issue substantially compromises normal use of the contracted Service;
• the issue is reported to support at support@vestigio.io with enough detail for analysis;
• Vestigio confirms the existence of the issue;
• Vestigio is unable to resolve the issue within 72 (seventy-two) hours from the initial support validation;
• the Customer cooperates in good faith with the investigation, including by providing information, logs, screenshots, evidence, and, when reasonably necessary, technical means for reproduction.

Even when eligible, the refund will be limited only to the portion of the subscription not yet enjoyed.

There will be no refund for the portion of the period already used, made available, or effectively enjoyed by the Customer.

3. Situations in which no refund will be granted

No refund will be granted when the issue results, in whole or in part, from:

• operational error by the Customer;
• misconfiguration;
• use incompatible with the documentation;
• environment, domain, store, account, integration, pixel, or snippet controlled by the Customer or by third parties;
• unavailability, limitation, change, or blocking caused by third parties;
• outage, failure, or limitation of external integrations, platforms, or APIs;
• abusive, fraudulent, or unauthorized use of the platform;
• frustrated commercial expectation without an actual Service defect;
• subjective interpretation of outputs generated by AI or automation;
• attempt to use the platform on assets without adequate authorization.

4. AI credits

AI credits:

• are tied to the paid plan, unless expressly stated otherwise;
• may be purchased, accumulated, or consumed according to product rules;
• are not refundable, including when unused, except for improper charges or a mandatory legal requirement to the contrary.

Once made available to the account, AI credits will not be returned in cash, refunded proportionally, or converted into an automatic refund.

5. Free trial

Free trial periods, promotional releases, promotional credits, free tests, or experimentally granted access do not give rise to a right of refund.

6. Cancellation

Subscription cancellation prevents future charges related to recurring renewal but does not automatically generate a refund of amounts already charged.

7. Improper or duplicate charges

If there is a proven improper, duplicate, or incorrect charge, Vestigio may, at its discretion and as appropriate:

• perform a chargeback/reversal;
• grant a credit;
• offset the amount in a future cycle;
• administratively correct the charge.

8. Procedure for requests

Refund requests or charge disputes must be sent to support@vestigio.io with:

• account or company name;
• registered email;
• proof or reference of the charge;
• objective description of the issue;
• approximate date of occurrence;
• reasonable evidence, when applicable.

9. Processing method

When approved, the refund may be processed through the same payment method originally used, as credit, reversal, deduction, or any other operationally viable means, including via the applicable payment processor, such as Paddle.

Final settlement times may depend on banks, card networks, financial institutions, and third-party processors.

10. Chargebacks and disputes

Before opening a chargeback, bank dispute, or contestation with the payment processor, the Customer must seek an administrative resolution with Vestigio.

Abusive, improper, or Policy-inconsistent chargebacks may result in account suspension, termination of access, and adoption of applicable measures.

11. Contact

Email for support, refund, and charge disputes:

support@vestigio.io