VaultCrux Refund Policy

Last updated: 28 February 2026

This Refund Policy explains how refunds, cancellations, and billing disputes are handled for VaultCrux subscriptions and other paid features purchased through our checkout.

Where a purchase is processed by Paddle, Paddle’s buyer terms apply to the payment transaction. This policy is intended to be consistent with, and not override, those terms.

1. Merchant of Record and who handles refunds

Where you purchase a subscription or paid feature through our checkout, your payment is processed by Paddle (Paddle.com Market Limited or another Paddle group entity, depending on your location) acting as our Merchant of Record (“Paddle”).

This means:

• Paddle is the seller of record for the transaction and issues the receipt or invoice.
• Your bank/card statement may show a descriptor similar to PADDLE.NET* COMPANYNAM (or PAYPAL *PADDLE.NET for PayPal payments).
• Refunds and chargebacks are processed by Paddle in line with the terms presented at checkout.

2. Refund eligibility and timing

2.1 Consumer cancellation right (14 days)

If you are a consumer, you may have a right to cancel your initial purchase within 14 days, starting the day after the transaction is completed.

For subscriptions, the consumer cancellation right typically applies to the initial subscription purchase, not each automatic renewal. The terms presented at checkout explain this.

2.2 Cancelling a subscription (stop renewal)

You can cancel your subscription so it does not renew. Cancellation typically takes effect at the next renewal date and you keep access until the end of the current paid period.

To avoid being charged for the next billing period, Paddle’s checkout terms may require you to cancel at least 48 hours before the end of the current billing period.

Unless required by law or agreed by Paddle, there are no refunds for unused subscription periods once a renewal has been processed.

2.3 Refund requests outside the consumer cancellation right

Outside the consumer cancellation right, refund requests are reviewed by Paddle on a case-by-case basis and may be refused (for example, where fraud or refund abuse is suspected).

Nothing in this policy affects your statutory rights where a product is faulty, not as described, or not fit for purpose.

2.4 Add-ons, seats, Usage Units, and usage-based charges

Some VaultCrux features may be billed as add-ons (for example, extra seats or Usage Allowance Add-ons that increase your monthly Usage Unit entitlement) or consumption-based charges (for example, proof jobs or monitoring that consume Usage Units under your subscription allowance).

Usage Allowance Add-ons. A Usage Allowance Add-on is a recurring subscription modification. Cancelling an add-on stops its renewal and your monthly Usage Unit entitlement reverts to the base subscription level at the end of the current paid period. The consumer cancellation right described in Section 2.1 applies to the initial add-on purchase in the same way it applies to the initial subscription purchase.

Refund of add-ons. If a refund is granted for a Usage Allowance Add-on, any additional Usage Units issued under that add-on for the refunded period may be reversed. If those Usage Units were already consumed, access may be suspended until the balance is settled or adjusted.

General. If a refund is granted for any transaction that included Usage Units or usage entitlements, we may remove or roll back any Usage Units or entitlements issued as part of that transaction. If Usage Units were already consumed, access may be suspended until the balance is settled or adjusted.

2.5 Time limits for refund processing

Paddle may impose time limits on processing certain refund requests (for example, a 60-day limit in some refund contexts). To ensure your request can be processed, submit it as soon as possible after purchase.

3. How to request a refund or cancel

To request a refund or cancel a subscription:

1. Use the support/manage link in your Paddle receipt; or
2. Visit Paddle’s buyer support portal: https://paddle.net

To help Paddle locate your order quickly, include the email address used at checkout and your order reference number.

If you need help finding your order details or understanding a charge, you can also contact us at support@cuecrux.com. We can help route your request, but Paddle remains responsible for processing refunds for Paddle purchases.

4. What happens after you request a refund

If Paddle grants a refund, it is issued to the original payment method used for the purchase. Processing times depend on your payment method and bank/card issuer.

If the refunded transaction provided ongoing access, seats, or Usage Units, access may be reduced or terminated and any related entitlements may be removed.

4.1 What happens when I cancel a Usage Allowance Add-on?

If you cancel a Usage Allowance Add-on, the cancellation takes effect at the end of the current paid period. Your monthly Usage Unit entitlement returns to the level provided by your base subscription plan. No partial-period refund is issued automatically for the remaining days, unless required by applicable law or granted by Paddle under its buyer terms.

5. Statutory rights

Nothing in this Refund Policy affects your statutory rights.

6. Changes to this policy

We may update this Refund Policy from time to time. The latest version will be published on this page with an updated “Last updated” date.