Refund Policy

1. Overview

VaultReader offers both free and paid services. This Refund Policy applies to all paid transactions, including:

• Publisher subscription plans (monthly and yearly)
• Individual ebook purchases made by readers

2. Publisher Subscription Refunds

2.1 Free Trial

2.2 New Subscriptions (First 14 Days)

If you subscribe to a paid plan and request a refund within 14 days of your initial purchase, you are eligible for a full refund, provided that:

• You have not materially used the Service to distribute content (e.g., uploaded ebooks that have been accessed by readers).
• You request the refund by contacting billing@vaultreader.app.

2.3 After 14 Days

After the first 14 days, subscription payments are non-refundable. You may cancel your subscription at any time, and cancellation will take effect at the end of the current billing period. You will retain access to the Service until the period ends.

2.4 Annual Plans

Annual subscription plans may be refunded within 30 days of the initial purchase. After 30 days, annual payments are non-refundable. You may cancel and your access will continue until the end of the paid year.

3. Reader Ebook Purchase Refunds

3.1 General Policy

Ebook purchases are non-refundable once the ebook has been accessed or the license has been delivered. By entering your order number and accessing the ebook, you acknowledge that the digital product has been delivered.

3.2 Eligible Refunds

A refund may be issued if:

• Ebook not delivered: You paid but were unable to access the ebook due to a technical issue on our end that cannot be resolved within a reasonable time.
• Duplicate charge: You were charged more than once for the same ebook purchase.
• Wrong ebook: The ebook delivered is materially different from what was described or advertised.
• Fraudulent charge: The purchase was made without your authorization (subject to verification).

3.3 Not Eligible for Refund

Refunds will not be issued for:

• Buyer's remorse or change of mind after accessing the ebook.
• Incompatibility with your device (our system requirements are clearly stated).
• Disagreement with ebook content (contact the publisher directly).
• Requests made more than 30 days after purchase.

4. How to Request a Refund

1. Email us at billing@vaultreader.app with:
   • Your order number or account email
   • The reason for your refund request
   • Any relevant screenshots or details
2. Response time: We will acknowledge your request within 2 business days.
3. Processing: Approved refunds are processed within 5-10 business days to the original payment method.

5. Refund Processing

• Refunds are issued to the original payment method used at checkout.
• Processing time depends on your bank or card issuer (typically 5-10 business days).
• Stripe processing fees are non-refundable and may be deducted from the refund amount where applicable.
• You will receive an email confirmation when your refund has been processed.

6. Chargebacks

If a chargeback is filed:

• We will provide documentation of the transaction to the payment processor.
• Your account may be suspended until the dispute is resolved.
• Abuse of the chargeback process may result in permanent account termination.

7. Special Circumstances

7.1 Service Outage

If a significant service outage prevents you from accessing a recently purchased ebook (within 48 hours of purchase), we will either:

• Extend your access period at no charge, or
• Issue a full refund if the issue cannot be resolved.

7.2 Publisher Bankruptcy or Account Termination

If a publisher's account is terminated for cause and you have an active, unexpired license to their ebook, we will attempt to provide access for a reasonable period. If access cannot be maintained, a partial refund may be issued at our discretion.

8. Summary Table

Scenario	Refund Eligible	Timeframe
Publisher subscription (first 14 days)	Yes — full refund	Within 14 days
Publisher subscription (after 14 days)	No	N/A
Annual plan (first 30 days)	Yes — full refund	Within 30 days
Ebook — not delivered / technical issue	Yes — full refund	Within 30 days
Ebook — duplicate charge	Yes — duplicate refunded	Within 30 days
Ebook — accessed successfully	No	N/A
Ebook — change of mind	No	N/A

9. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or a notice on the Service at least 30 days before they take effect. The refund policy in effect at the time of your purchase will apply to that purchase.

10. Contact

For refund requests or questions about this policy:

• Email: billing@vaultreader.app
• Subject line: "Refund Request — [Your Order Number]"
• Address: VaultReader — Sole Trader (UK), Flat A, 2A Russell Street, Gloucester, GL1 1NE, United Kingdom