Refund Policy

Provider: Valiquest AB · Org.nr 559577-0347 · Stockholm, Sweden Service: Virtual Customer Merchant of record: Paddle.com Market Limited (United Kingdom) Version: v1 — 2026-05-08 (DRAFT — liability framework update) Public URL (after publication): https://app.virtualcustomer.io/legal/refunds.html

Virtual Customer is sold through Paddle as the merchant of record ("MoR"). Paddle is the seller of record on your invoice and your VAT-paying counterparty. This Refund Policy describes when and how you can get a refund. The actual refund payment is processed by Paddle on Valiquest's instruction.

For clarity, any refund or service credit in this policy is a contractual remedy for the specific issue it addresses. It does not expand the liability limits in the Terms unless the Terms, an order form, or mandatory law say otherwise.

1. Who this policy applies to

If you are unsure which category applies to you, email info@virtualcustomer.io and we will work with you in good faith.

2. The single trial first (before you ever pay)

Virtual Customer offers a single, time-limited evaluation trial to every new organisation. No payment instrument is required to start the trial. During the trial you can stop at any time without owing anything.

We do this so the question "Is this software right for me?" is answered before money changes hands. A refund is therefore the exception, not a normal part of the journey.

3. Consumer rights (EU/EEA, UK, Switzerland)

If you are a consumer in the EU/EEA, UK, or Switzerland, you have a 14-day right of withdrawal from the day you enter into the paid subscription (Directive 2011/83/EU, implemented into Swedish law via Lag (2005:59) om distansavtal och avtal utanför affärslokaler).

3.1 What you get

A full refund of the price paid for the current billing period, paid back through the same payment method you used to pay.

3.2 What you give up

By signing up for the paid subscription you can choose to start using the Service immediately (rather than waiting 14 days). If you do, you agree that:

• if you withdraw within 14 days, we will charge you a proportionate amount for the days you actually used the Service before sending the withdrawal notice (Article 14(3) of the Consumer Rights Directive);
• once the Service has been fully performed with your express prior consent and acknowledgement that you lose your withdrawal right (Article 16(a) of the Consumer Rights Directive), you no longer have the right of withdrawal.

For a SaaS subscription that runs day-by-day, "fully performed" effectively means the moment the billing period ends. So in practice, withdrawal is available throughout each renewed billing period until the period ends.

3.3 How to withdraw

Send an unambiguous statement of withdrawal to info@virtualcustomer.io from the email address on the account, before the 14-day window closes. You may use the EU model withdrawal form (Annex I(B) of the Consumer Rights Directive); we will publish a copy at the public URL of this policy. We will acknowledge within 1 business day and instruct Paddle to refund within 14 days of receipt of your notice (Article 13 CRD).

4. Business customer refunds

If you are a business customer (and most Virtual Customer accounts are):

• No statutory cooling-off right. EU and UK consumer law does not apply.
• No automatic refund for unused time. When you cancel a monthly or annual subscription, the cancellation takes effect at the end of the current billing period, and we do not refund the unused remainder.
• Discretionary refunds. We may, at our discretion, issue a partial or full refund where we believe it is fair (e.g. extended outage caused by us, accidental double payment, charge after a confirmed cancellation, billing-system bug).

To request a discretionary refund, email info@virtualcustomer.io with the invoice number and a short description.

5. Enterprise / order-form customers

If you signed an order form, the terms of your order form (including any service credits, refund triggers, and termination-for-convenience rights) take precedence over this policy.

If your order form is silent, this policy fills the gap.

Any service credit or refund under an order form or this policy is the remedy for the issue it covers. It does not by itself create a broader damages claim.

6. Specific refund triggers

We will, on request and without dispute, refund:

1. Accidental double-charge — full refund of the duplicate charge.
2. Charge after a confirmed cancellation (i.e. you cancelled before renewal but the system still charged you) — full refund.
3. Charge for a plan change you did not authorise — full refund of the difference.
4. Outage in our control of more than 24 hours in a single billing period — pro-rated refund or service credit (your choice).

We will not refund:

1. The remainder of an unused billing period after a normal cancellation (B2B).
2. Charges for usage that exceeded your plan's included quota and that you authorised by continuing to use the Service.
3. Annual prepayments after the 14-day consumer window (where applicable) has closed.
4. Charges where the underlying issue was caused by your own deletion of data, your own misconfiguration, or your violation of the AUP.

7. How a refund is paid

• Paddle initiates the refund to the original payment instrument (card, PayPal, etc.).
• VAT is refunded together with the principal amount.
• You will receive a credit-note invoice from Paddle, and a notification from Valiquest.
• Time-to-funds depends on your card issuer or wallet provider, typically 5–10 business days.

8. Disputes and chargebacks

If you have not yet contacted us, please email info@virtualcustomer.io first before filing a chargeback with your card issuer. Chargebacks cost the merchant of record (Paddle) a fixed fee per dispute and we are usually able to resolve a billing question informally within 24 hours.

You retain your statutory rights to dispute charges with your bank or card issuer at all times.

9. Currency and FX

We list prices in USD by default, with EUR and SEK shown via Paddle's automatic currency conversion. The amount actually charged on your invoice is the amount Paddle confirms at checkout, in your local billing currency where supported. Refunds are issued in the same currency as the original charge. We do not adjust for FX movement between charge and refund.

10. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be announced at least 30 days in advance via the in-product changelog and to the email address on file for the billing contact. Existing prepayments are governed by the policy in force on the date of payment.

11. Contact

• Refund requests / billing questions: info@virtualcustomer.io
• Consumer withdrawal notices (EU / UK / CH): info@virtualcustomer.io with subject Withdrawal — <invoice number>
• Disputes / escalation: info@valiquest.com

Reviewer flags

For the external Swedish data protection / IT lawyer (G4.6.13):

• [REVIEW] §3.2 Confirm Article 14(3) wording for "started using the Service immediately" — Swedish Konsumentverket practice on digital services may impose specific consent-text requirements at checkout (e.g. an explicit checkbox saying "I want to start using the Service now and accept that I lose my right of withdrawal once it has been fully performed"). We need to wire this checkbox into the Paddle checkout for consumer transactions.
• [REVIEW] §4 Confirm that the B2B "no automatic refund" position is enforceable when the customer is a Swedish enskild näringsidkare (sole trader) — Swedish doctrine sometimes treats small sole traders closer to consumers.
• [REVIEW] §6(4) Confirm whether the 24-hour outage threshold for service credits is a binding promise (i.e. an SLA in disguise) — if so, we should label it as such in the ToS and refer here.
• [REVIEW] §7 Confirm Paddle's actual time-to-funds wording for refunds — mirror their language so we cannot be tripped up by a discrepancy.
• [REVIEW] §10 Confirm that "policy in force on the date of payment" is correct for prepayments under Swedish contract law (some sources prefer "policy in force at the start of the billing period").

End of draft v1 — 2026-04-22