Refund Policy

Fair Refund Promise: We stand behind our service quality and offer fair refunds when our services don’t meet your expectations or our commitments.

1. Refund Eligibility

We offer refunds under the following circumstances:

1.1 Service Performance Issues

Service outages exceeding 48 consecutive hours
Significant failure to deliver promised features or capabilities
Consistent failure to meet stated processing times (beyond reasonable variance)
Major quality issues with AI-generated visualizations that cannot be resolved

1.2 Billing and Payment Issues

Duplicate charges or billing errors
Unauthorized charges to your account
Charges for services not received

1.3 Trial Period Cancellation

Cancellation within 14 days of initial subscription (new customers only)
Must be within first billing cycle and before exceeding trial usage limits

2. Free Trial Period

All new accounts include a 14-day free trial with the following terms:

Free access to all plan features during the trial period
Limited usage allowance as specified in your selected plan
Cancel anytime during the trial without charges
Automatic conversion to paid subscription after trial expiration
One free trial per company/email address

Important: To avoid charges, you must cancel before your trial period expires. Cancellation takes effect at the end of your current billing cycle.

3. Subscription Cancellation

3.1 How to Cancel

You can cancel your subscription at any time through:

Your account settings dashboard
Contacting our support team at platform@viziq.co
Using the cancellation link in your billing emails

3.2 Cancellation Terms

Cancellation takes effect at the end of your current billing cycle
You retain access to services until the end of your paid period
No refunds for partial billing periods (except as specified in this policy)
Annual subscriptions can be cancelled but are subject to different refund terms

4. Refund Process

4.1 How to Request a Refund

To request a refund, please contact our support team at platform@viziq.co with:

Your account email address and account ID
Detailed reason for the refund request
Supporting documentation (screenshots, error messages, etc.)
Specific billing period or charges in question

4.2 Review Process

We will acknowledge your refund request within 1 business day
Our team will review your request and may contact you for additional information
We will provide a decision within 5 business days of receiving your complete request
If approved, refunds will be processed within 5-10 business days

4.3 Refund Methods

Refunds will be credited to your original payment method
Credit card refunds typically appear within 5-10 business days
Bank transfers may take up to 10 business days
PayPal refunds are typically processed within 3-5 business days

5. Annual Subscription Refunds

5.1 Annual Plan Refund Terms

For annual subscriptions, special refund terms apply:

Within 30 days: Full refund available for service performance issues
31-90 days: Pro-rated refund for unused portion (service issues only)
After 90 days: Refunds considered on a case-by-case basis

5.2 Pro-rated Calculations

When applicable, pro-rated refunds are calculated based on:

Unused portion of your annual subscription
Less any applicable processing fees (maximum 3%)
Minus usage charges for services consumed above plan limits

6. Non-Refundable Items

The following are not eligible for refunds:

Usage fees for API calls or processing beyond plan limits
Third-party service fees or integration costs
Custom development or professional services
Charges for services already delivered and used
Termination due to Terms of Service violations
Requests made more than 90 days after the charge
Multiple refund requests for the same service period

Note: Accounts terminated for policy violations, fraud, or abuse are not eligible for refunds, and all charges remain due and payable.

7. Dispute Resolution

7.1 Internal Resolution

If you’re not satisfied with our refund decision, you may request escalation by:

Replying to your refund decision email with additional information
Requesting review by our management team
Providing additional documentation or context

7.2 External Dispute Resolution

For unresolved disputes, you may:

Contact your payment provider to dispute the charge
File a complaint with relevant consumer protection agencies
Pursue arbitration as outlined in our Terms of Service

For escalated disputes, please contact our management team at platform@viziq.co with the subject line “Refund Dispute - [Your Account ID]“.

8. Special Circumstances

8.1 Force Majeure Events

In cases of extended service disruption due to events beyond our control (natural disasters, cyber attacks, etc.), we may offer:

Service credits for affected periods
Extension of subscription periods
Partial refunds for severely impacted customers

8.2 Account Compromise

If your account is compromised and unauthorized charges occur:

Report the incident immediately to platform@viziq.co
We will investigate and may provide full refunds for unauthorized usage
Cooperation with our security investigation is required

8.3 Service Discontinuation

If we discontinue our service:

Minimum 90 days advance notice will be provided
Pro-rated refunds for unused subscription periods
Assistance with data export and migration

9. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our business practices or legal requirements. When we make material changes:

We will post the updated policy on our website
Notify existing customers via email
Provide at least 30 days notice before changes take effect
Changes will not affect refund requests already in process

Your continued use of our services after policy changes indicates acceptance of the updated terms.

10. Contact Information

For questions about refunds, billing, or this policy, please contact us:

Billing Support Email: platform@viziq.co Subject Line: Refund Request - [Your Account ID]

Mailing Address: Viziq 111 Disbrow Rd. Matawan, NJ 07747 USA

Quick Tip: To expedite your refund request, include your account ID, specific billing period, and detailed reason for the request in your initial email.

Last updated: 2025