REFUND POLICY
Vox9 Studios Ltd
Last Updated: December 8, 2025
Overview
At Vox9, we want you to be satisfied with our service. This Refund Policy explains our refund and cancellation procedures.
Company Information: Vox9 Studios Ltd Company No: [16892001] Registered in England and Wales Email: support@vox9.io
1. FREE PLAN
1.1 Refund Eligibility
Not applicable – the free plan requires no payment.
1.2 Credits
- Free plan credits are provided on a one-time basis
- Credits do not renew or reset
- No refunds or credit top-ups available for free plan
2. MONTHLY SUBSCRIPTIONS
Applies to: Light (£16/month), Pro (£60/month), Scale (£170/month)
2.1 Initial Purchase Refunds
7-Day Money-Back Guarantee: - Full refund available within 7 days of your initial subscription purchase - Request must be made within 7 calendar days of the charge date - Refund is for the initial purchase only; subsequent renewals are not eligible
To Request a Refund: 1. Email support@vox9.io within 7 days of purchase 2. Include your account email and order number 3. Briefly explain your reason for the refund request
2.2 Renewal Refunds
No Refunds on Renewals: - Automatic monthly renewals are not eligible for refunds - You are responsible for canceling before your renewal date if you do not wish to continue - Renewal dates are shown in your account dashboard
2.3 Pro-Rated Refunds
We do not offer pro-rated refunds for partial months of service.
2.4 Cancellation
How to Cancel: - Go to Account Settings → Subscription Management - Click "Cancel Subscription" - Or use the Stripe Customer Portal (link in your account) - Or email support@vox9.io
When Cancellation Takes Effect: - Cancellation takes effect at the end of your current billing period - You retain access until the period ends - No partial-month refunds - Credits expire at the end of the billing period
Example: - You subscribe on January 1st - You cancel on January 15th - You retain access until January 31st - No refund for January 15-31 - You are not charged for February
3. PAY-AS-YOU-GO (PAYG)
£16 one-time purchase for 55,000 credits
3.1 Refund Eligibility
7-Day Money-Back Guarantee: - Full refund available within 7 days of purchase - Only if no credits have been used - If even 1 credit has been consumed, no refund is available
3.2 Unused Credits
PAYG credits never expire. If you have unused credits, they remain in your account indefinitely.
3.3 Refund Process
To request a refund: 1. Email support@vox9.io within 7 days of purchase 2. Include your account email and order number 3. We will verify that no credits have been used 4. If eligible, refund will be processed to your original payment method
4. REFUND PROCESS
4.1 How to Request
Email: support@vox9.io Subject: Refund Request Include: - Your account email address - Order/transaction number (found in your Stripe receipt email) - Date of purchase - Reason for refund (optional but helpful)
4.2 Processing Time
- Requests reviewed within 2 business days
- Approved refunds processed within 5-7 business days
- Refunds issued to original payment method via Stripe
- Bank processing may take an additional 5-10 business days
4.3 Confirmation
You will receive an email confirmation when: - Your refund request is received - Your refund is approved or denied - Your refund is processed
5. EXCEPTIONS AND SPECIAL CIRCUMSTANCES
5.1 Technical Issues
If technical issues prevent you from using the service: - Contact support@vox9.io immediately - We will work to resolve the issue - Refunds or credits may be provided at our discretion - Evaluated on a case-by-case basis
5.2 Service Outages
- Planned maintenance (announced in advance): No refunds
- Unplanned outages: Credits or refunds at our discretion
- Brief interruptions (<1 hour): Not eligible for refunds
5.3 Disputed Charges
If you see an unexpected charge: 1. Check your account subscription status 2. Review your Stripe receipt email 3. Contact support@vox9.io if you believe there's an error 4. Do not file a chargeback without contacting us first
5.4 Chargebacks
Important Notice: - Filing a chargeback without contacting us first may result in account suspension - Contact us first to resolve billing issues - If you file a chargeback, we may ban your account and pursue legal remedies - Chargeback fees may be charged to you
6. REFUND DENIALS
Refunds may be denied if: - Request is made after the 7-day window - Credits have been used (PAYG) - Subscription renewal (not initial purchase) - Violation of Terms of Service - Suspected fraud or abuse - Duplicate refund request
7. CREDITS AFTER REFUND
7.1 Subscription Refunds
If you receive a refund: - Your subscription will be canceled - You will lose access to paid features immediately - Any remaining credits will be forfeited - You will be downgraded to the free plan
7.2 PAYG Refunds
If you receive a PAYG refund: - All purchased credits will be removed - You will return to your previous credit balance
8. CONSUMER RIGHTS (UK)
8.1 Distance Selling Regulations
Under UK Consumer Contracts Regulations: - You have a 14-day cooling-off period for distance contracts - This applies to subscription services - Our 7-day refund policy is more restrictive but clearly stated - By using the service, you agree to these terms
8.2 Faulty Service
If the service is faulty: - You may be entitled to a refund, repair, or replacement - Contact us at support@vox9.io - We will work with you to resolve the issue
8.3 Your Statutory Rights
This Refund Policy does not affect your statutory rights as a consumer.
9. BUSINESS CUSTOMERS
If you are a business customer: - Consumer protection regulations may not apply - Our refund policy as stated above applies - For enterprise or custom agreements, refer to your contract
10. MODIFICATIONS TO THIS POLICY
10.1 Changes
We may modify this Refund Policy at any time. Changes will be posted at vox9.io/refunds with an updated date.
10.2 Notification
Material changes will be communicated via: - Email to your registered address - Notice on our website
10.3 Existing Subscriptions
Changes apply to new purchases. Existing subscriptions remain under the policy in effect at the time of purchase (unless more favorable to you).
11. QUESTIONS AND DISPUTES
11.1 Contact Us
For questions about this Refund Policy: - Email: support@vox9.io - Response time: Within 2 business days
11.2 Complaints
If you're not satisfied with our refund decision: 1. Reply to our decision email explaining your concerns 2. Your case will be reviewed by a senior team member 3. Final decision will be communicated within 5 business days
11.3 Dispute Resolution
If you cannot resolve a dispute with us directly: - You may contact the UK Financial Ombudsman Service - Or pursue resolution through the courts of England and Wales
12. SUMMARY TABLE
| Plan Type | Refund Window | Conditions | How to Cancel |
|---|---|---|---|
| Free | N/A | No payment required | Delete account in settings |
| Monthly Subscriptions | 7 days (initial purchase only) | Full refund if within 7 days of first charge | Account settings or Customer Portal |
| Monthly Renewals | No refund | Must cancel before renewal | Cancellation takes effect at period end |
| Pay-As-You-Go | 7 days | Only if NO credits used | Email support@vox9.io |
IMPORTANT REMINDERS
✅ Initial subscription purchases: 7-day money-back guarantee
❌ Renewal payments: Not eligible for refunds – cancel before renewal date
✅ PAYG purchases: 7-day refund if no credits used
❌ Used credits: Not refundable
⏰ Cancellation timing: Takes effect at period end, no pro-rated refunds
Contact Information:
Vox9 Studios Ltd
Email: support@vox9.io
Website: https://vox9.io
Company No: [YOUR COMPANY NUMBER]
For billing inquiries: billing@vox9.io
For refund requests: support@vox9.io
Last Updated: December 8, 2024