1. Overview and Scope
This Refund Policy governs all fees paid to Viraloo for access to the Viraloo platform, including monthly subscriptions, annual subscriptions, and lifetime access plans. It forms part of our Terms of Service. By purchasing any paid plan, you agree to the terms set out below.
We are committed to being fair and transparent. If you have a billing concern not addressed by this policy, please contact us at billing@viraloo.org and we will work to find a reasonable resolution.
2. Free Trial
Where a free trial period is offered, you will not be charged until the trial expires. You may cancel at any time during the trial without incurring any charge. Cancellation after the trial period converts to the applicable subscription policy below. Trial abuse (e.g., creating multiple accounts to extend trial access) is a violation of our Terms of Service and may result in account termination.
3. Monthly Subscriptions
Monthly subscriptions are billed in advance on a rolling monthly basis from your subscription start date.
- Cancellation: You may cancel at any time through your account settings. Cancellation takes effect at the end of the current billing period. You retain access to all paid features until that date.
- Refunds: Monthly subscription fees are non-refundable once the billing cycle has commenced. We do not issue pro-rated refunds for unused days within a monthly billing period.
- Exception — technical failure: If you experience a verifiable technical failure (e.g., complete inability to access the platform) for more than 48 consecutive hours in a monthly period due to our infrastructure, you may request a service credit for the affected period. See Section 8.
4. Annual Subscriptions
Annual subscriptions are billed in full at the start of each 12-month subscription period at a discounted rate compared to monthly billing.
- 30-day refund window: You may request a full refund of an annual subscription within 30 calendar days of the initial purchase date, provided you have not: (a) used the Service to create more than 3 campaigns; (b) collected more than 500 participant entries; or (c) sent more than 500 emails via the platform during that period. Qualifying refunds will be returned to your original payment method within 7 business days.
- After 30 days: Annual subscription fees are non-refundable outside the 30-day window. If you cancel an annual plan after 30 days, you retain access until the end of the paid annual period.
- Plan downgrades: If you downgrade from annual to a lower plan, the change takes effect at the next renewal date. No refund is issued for the remaining annual period.
- Pro-rated credits: At our sole discretion, we may issue account credit (not cash) for the remaining unused complete months of an annual plan in exceptional circumstances.
5. Lifetime Access Plans
Lifetime access grants perpetual access to the features available at the time of purchase, subject to any fair use terms and platform continuation (see Section 9).
- 14-day refund window: Lifetime plans are eligible for a full refund within 14 calendar days of purchase, provided: (a) the account has not been used to create more than 1 live campaign; (b) fewer than 100 emails have been sent via the platform; and (c) the refund request is submitted in writing to billing@viraloo.org.
- After 14 days: Lifetime plan fees are strictly non-refundable outside the 14-day window, regardless of usage level.
- Feature changes: Lifetime access is to the plan tier purchased. Future features introduced at a higher tier may require an upgrade payment. We will not remove features that were included at the time of purchase without reasonable prior notice.
6. Add-ons and One-Time Purchases
Fees for add-ons, one-time feature unlocks, white-label configuration fees, migration services, and similar non-subscription purchases are non-refundable once the service or feature has been delivered or made available. Where a service has not yet been initiated, you may request cancellation and a refund by contacting billing@viraloo.org.
7. How to Request a Refund
To request a refund, email billing@viraloo.org from the address associated with your account, including:
- Subject line: "Refund Request — [Your Account Email]"
- The date of the original charge
- The plan type (monthly, annual, or lifetime)
- Your reason for requesting a refund
We aim to acknowledge all refund requests within 2 business days and to issue a decision within 5 business days. Approved refunds are processed via Stripe back to the original payment method and typically clear within 5–10 business days depending on your card issuer. We will email you confirmation once a refund has been initiated.
8. Service Credits
In the event of significant, documented service disruption caused by our infrastructure (not third-party factors, user error, or force majeure events), we may at our discretion offer a service credit. Service credits:
- Are applied to your Viraloo account balance and deducted from future invoices
- Are non-transferable and have no cash value
- Expire 12 months after issuance
- Do not constitute a cash refund and are not subject to the refund windows above
9. Chargebacks and Payment Disputes
If you believe a charge from Viraloo is incorrect, please contact us at billing@viraloo.org before initiating a chargeback with your bank or card issuer. We are typically able to resolve billing disputes quickly and directly. Chargebacks initiated without prior communication may result in:
- Immediate suspension of your account pending investigation
- Forfeiture of any applicable refund rights
- Reporting to fraud prevention services in cases of clear chargeback abuse
10. Statutory Consumer Rights
Nothing in this Refund Policy limits or excludes any statutory consumer rights you may have under applicable law. In particular:
- EU/EEA consumers: Under EU consumer protection law, you may have a right of withdrawal from a digital service contract within 14 days of purchase. Where you have consented to immediate access to the Service (i.e., you have begun using it), this right of withdrawal may be waived. We will confirm the applicable rights at checkout.
- UK consumers: Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by this policy.
- Australian consumers: Nothing in this policy overrides rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).
If you have a statutory consumer right that conflicts with this policy, the statutory right prevails.
11. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be communicated at least 14 days before taking effect. The version of this policy in force at the time of your purchase governs the refund rights applicable to that purchase.