The short version: every charge comes with a 14-day refund window. If you've barely used the credits from that charge (10% or less), you get a full refund. If you've used more, you get back the unused share. Unused top-up packs are fully refundable for 14 days. After 14 days, charges are non-refundable — but your legal rights as a consumer always remain intact, and cancelling is free and instant at any time.
1. Who processes your payment and refund
Payments on Vincony are processed by Stripe on our behalf. Vincony issues your invoice and, when a refund is approved, returns the money to your original payment method. Email [email protected] and we handle it directly.
2. Cancelling your subscription (free, anytime)
Cancel any time in the app: Dashboard → Manage Plan → Cancel subscription (or email [email protected]). When you cancel:
- Your plan stays active until the end of the billing period you've already paid for.
- You keep access to all features and remaining credits (plan and top-up) until that date.
- No further charges are made.
- When the subscription ends, monthly plan credits expire (they always reset at cycle end). Top-up credits remain usable for a further 30 days, then expire; resubscribing within those 30 days preserves them in full.
- Your data is retained for 60 days after expiry (resubscribe in that window to restore access), then permanently deleted.
Cancelling is not the same as requesting a refund — cancelling stops future charges; a refund returns a past charge, per the rules below.
3. The 14-day refund policy
The policy applies per charge — each payment (a new subscription, a renewal, an annual payment, or a top-up purchase) starts its own 14-day window from the date of that charge.
3.1 Subscriptions (monthly and annual)
- Within 14 days of the charge, and you've used 10% or less of the credits that charge granted: full refund of that charge.
- Within 14 days, but you've used more than 10%: pro-rated refund for the unused portion (see the formula and examples below).
- After 14 days: no refund for that charge, except where the law requires (Section 6). You can still cancel to stop future charges.
3.2 Top-up credit packs
- Within 14 days of purchase and the pack is completely unused: full refund.
- Any credits from the pack used, or more than 14 days have passed: non-refundable.
3.3 The pro-ration formula (subscriptions)
Refund = charge amount × (unused credits ÷ credits granted by that charge), rounded to the nearest cent. For annual plans, credits are granted monthly, so within the first 14 days the refund is: the remaining 11 months in full, plus the unused share of the first month's allowance. If a refund is approved, the associated credits are removed and the subscription ends immediately.
3.4 Worked examples
- Barely used — full refund. You start Starter ($16.99/month, 750 credits) and after 6 days you've used 40 credits (about 5%). That's under 10%, so you get the full $16.99 back.
- Partly used — pro-rated. You're on Pro ($24.99/month, 1,500 credits). Nine days into a cycle you've used 600 credits (40%). 900 credits (60%) are unused, so your refund is 60% × $24.99 = $14.99.
- Too late. Twenty days into a cycle you decide Power isn't for you. The 14-day window for that charge has passed, so it isn't refundable — but you cancel, keep your 5,000-credit allowance and features until the period ends, and pay nothing more.
- Unused top-up. You bought a $50 top-up pack three days ago and haven't spent any of it. Full $50 refund. If you'd used even part of the pack, it would be non-refundable.
- Annual plan. You paid $239.88 for Pro annual (1,500 credits/month). On day 10 you've used 900 of the first month's 1,500 credits. Refund = 11 unstarted months in full (11 × $19.99 = $219.89) plus the unused 40% of month one (40% × $19.99 = $8.00) = $227.89.
- Free trial — no charge to refund. You cancel on day 5 of the 7-day trial: you're never charged. If you forget and the charge lands, it's a fresh charge with its own 14-day window — email us and Rule 3.1 applies (typically a full refund if you've used 10% or less since the charge).
4. How to request a refund
Email [email protected] from your account email with:
- the date and amount of the charge (or a copy of your receipt), and
- a sentence on why you're requesting the refund (optional but helps us improve).
Timelines: we respond within 2 business days and, when a refund is approved, process it immediately via Stripe. Funds return to your original payment method, which typically takes 5–10 business days to appear depending on your bank. We'll confirm by email when it's issued.
5. Billing errors and outages — always on us
Independent of the 14-day policy, we refund in full:
- Billing errors: duplicate charges, wrong amounts, or charges after a valid cancellation.
- Extended outages: platform unavailability that materially prevented you from using credits you paid for.
- Goodwill: other exceptional situations, at our discretion — just ask.
6. Your legal rights (UK & EU) — the 14-day withdrawal right
If you are a consumer in the UK or EU, you have a statutory 14-day right to cancel a contract for digital services (UK: Consumer Contracts Regulations 2013; EU: Consumer Rights Directive 2011/83/EU).
Because credits and AI generations are delivered immediately, at checkout you expressly consent to immediate supply of the service and acknowledge that you lose the statutory right to withdraw in respect of service you have already consumed (Reg. 37 UK / Art. 16(m) EU — the standard digital-content carve-out). In plain terms: the law lets us reduce your statutory refund by the value of what you've already used.
Our voluntary 14-day / unused-credits policy applies regardless, and is designed to be at least as generous as the statutory position: unused = money back, partly used = the unused share back.
Separately, under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If it isn't — for example, a paid feature is broken and we can't fix it — you may be entitled to a repair, replacement or refund regardless of the 14-day window. Nothing in this policy limits those rights, or equivalent mandatory consumer rights in your country of residence.
7. Chargebacks — please talk to us first
If you dispute a charge directly with your bank ("chargeback") without contacting us, the dispute is handled through your card issuer and Stripe and typically takes weeks — while an email to [email protected] is usually resolved in 2–3 business days, and our refund policy above is deliberately generous.
Charges appear on your statement from Vincony — if you don't recognise a charge, that's us; email us before disputing. While a chargeback is open we may suspend the account and any remaining credits pending the outcome; accounts used for fraudulent disputes may be terminated.
8. Changes to this policy
We may update this policy from time to time. Material changes are announced by email or in-app notice, and never apply retroactively to charges already made.
9. Contact
Billing and refunds: [email protected] VINCONY AI LTD (Company Number: 17047337), 3rd Floor, 86-90 Paul Street, London EC2A 4NE, England.