Refund Policy

1. Scope

This policy explains when money paid to VectraWatch is returned, and how to ask for it. It applies to every purchase made through our checkout, whether a one-off pack or a subscription.

Purchases are processed by Paddle, our Merchant of Record. Paddle issues the invoice and handles the payment, so a refund is returned through Paddle to the payment method used at the time of purchase. We decide whether a refund is due; Paddle carries it out.

2. Prepaid packs

Packs of scraping tokens and proxy transfer are prepaid and consumed as you use them.

• An unused pack is refundable in full within 14 days of purchase. Unused means nothing has been drawn from it: no tokens spent, no transfer moved.
• Once you start using a pack it is no longer refundable, in whole or in part. This mirrors the law on digital services: the right to withdraw without giving a reason ends when you begin using what you bought.
• Unused balance that expires at the end of a pack's validity period is not refundable. The validity of every pack is shown on the plan before you buy, and on the balance afterwards.

Consumption is measured by our own metering, which you can see in the dashboard at any time.

3. Subscriptions

LLM Analytics is sold as an annual subscription.

• A subscription is not refundable once monitoring has started, because the value of the service is a comparable series of measurements over time.
• The exception is unavailability attributable to us for more than 15 consecutive days, in which case we refund the affected period.
• Cancelling a subscription stops the next renewal. It does not refund the period already paid for, and access continues until the end of that period.

4. When we refund regardless of the above

We return the money in full, without applying the limits above, when:

• you were charged twice for the same purchase;
• a purchase was made on your account without your authorisation, and you tell us within 30 days;
• the service did not work for you at all and we could not make it work within a reasonable time.

We would rather return the money than keep payment for something that did not do its job.

5. How to ask

Write to contact@vectrawatch.com from the address on the account, with the invoice number. You will find it in the app under Invoices.

We answer within two business days and tell you what we decided and why. Where a refund is due, Paddle returns it to the original payment method; how long it takes to appear depends on your bank, usually a few business days.

6. Chargebacks

If something is wrong with a charge, please write to us first. A chargeback raised without contacting us costs both sides time and fees, and we can almost always resolve the matter faster ourselves.

7. Statutory rights

Nothing in this policy limits rights you have under the law that cannot be limited by agreement. Where you buy as a consumer in the European Union and a statutory right of withdrawal applies, that right applies in addition to this policy.

8. Contact

Questions about this policy: contact@vectrawatch.com.