Virtual Customer

Refund Policy

Provider: Valiquest AB · Org.nr 559577-0347 · Stockholm, Sweden Service: Virtual Customer Merchant of record: shown at checkout; Stripe/Link for Stripe Managed Payments purchases Version: v2 — 2026-08-14 Public URL: https://app.virtualcustomer.io/legal/refunds.html

Virtual Customer subscriptions are sold through Stripe Managed Payments / Link where self-serve checkout is available. The merchant of record shown at checkout is the seller of record for the payment transaction and is responsible for payment collection, receipts or invoices, applicable indirect tax, refunds, disputes, and transaction-level payment support. This Refund Policy describes when and how you can request a refund. Your access to the Virtual Customer Service itself remains provided by Valiquest AB.

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

The active paid Virtual Customer self-service MVP is B2B-only. Checkout is available only when the buyer acts for a company, organisation, sole-trader business, or other professional or business activity and confirms authority to bind that Customer. Private individuals may still create an account and use the trial, but consumer purchases are not currently available.

Business/professional purchases follow the B2B rules in section 4. A signed enterprise order form takes precedence where it addresses the same issue. If a Customer or transaction is nevertheless legally treated as a consumer purchase, mandatory law applies and nothing in this policy excludes a right that cannot lawfully be excluded.

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

Virtual Customer offers a single, time-limited evaluation trial to every eligible new account or 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. Mandatory consumer rights if classification differs

Consumer Checkout is not offered in the active paid MVP. If a Customer or transaction is nevertheless legally classified as a consumer purchase, the mandatory cancellation, withdrawal, refund, information, and venue rules that apply to that transaction take precedence over conflicting B2B provisions in this policy. Contact info@virtualcustomer.io; for a Stripe Managed Payments purchase, you may also use the Link support route shown on the receipt.

4. Business customer refunds

For a business/professional customer:

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. 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

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 create dispute costs and operational work for the merchant of record, 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

The current self-service subscription is charged in USD. The amount actually charged is the USD amount confirmed by Stripe/Link at Checkout. Refunds are issued in the same currency as the original charge where technically available. 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