Refund Policy | Vorbra

1. Overview

This Refund Policy ("Policy") governs all refund requests, cancellations, and billing disputes related to Vorbra ("the Service"), operated by Vorbra ("we," "us," or "our"). This Policy applies to all paid subscription plans offered through the Service, including but not limited to the Pro plan and Business plan, billed on either a monthly or annual basis.

By subscribing to any paid plan on Vorbra, you ("the Customer," "you," or "your") acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. This Policy is incorporated by reference into our Terms of Service and should be read in conjunction with our Privacy Policy.

We are committed to customer satisfaction and believe in providing fair and transparent refund practices. However, as a digital software-as-a-service platform, we must balance customer satisfaction with the costs associated with providing continuous access to our infrastructure, servers, and support resources. This Policy is designed to be equitable to both our customers and our business.

All payments for Vorbra subscriptions are processed through Stripe, a third-party payment processor. By providing your payment information, you authorize us to charge your designated payment method in accordance with the pricing and billing terms of your selected plan. All amounts are stated and charged in United States Dollars (USD) unless otherwise specified at the time of purchase.

2. Free Plan

Vorbra offers a Free plan at no cost ($0/month) that provides limited access to the Service's features. Because the Free plan does not require any payment, it is not subject to this Refund Policy. No refund, credit, or compensation of any kind will be issued in connection with the Free plan.

If you are using the Free plan and are dissatisfied with the Service, you may simply discontinue use at any time without any financial obligation. You may also delete your account entirely by contacting our support team, and we will remove your data in accordance with our Privacy Policy and applicable data retention requirements.

Upgrading from the Free plan to a paid plan constitutes a new subscription and will be governed by the refund terms described in the subsequent sections of this Policy. The date of your first paid subscription payment shall be considered the "Initial Payment Date" for the purposes of calculating refund eligibility windows described herein.

3. Subscription Cancellation

You may cancel your paid subscription at any time through your account dashboard or by contacting our support team. Cancellation of your subscription is distinct from a refund request, and cancellation alone does not entitle you to a refund of any previously charged amounts.

Upon cancellation of a monthly subscription:

Your subscription will remain active until the end of your current billing period (the period for which you have already been charged).
You will continue to have full access to all paid features until the expiration of your current billing period.
No further charges will be made to your payment method after the current billing period ends.
At the end of your current billing period, your account will automatically revert to the Free plan with its associated feature limitations.
Any data, spaces, or testimonials that exceed the Free plan's limits will be preserved for a period of 30 days, during which you may resubscribe to regain access. After 30 days, we reserve the right to remove data exceeding Free plan limits in accordance with our data retention policies.

Upon cancellation of an annual subscription:

Your subscription will remain active until the end of your current annual billing period.
You will continue to have full access to all paid features for the remainder of your annual term.
No further charges will be made to your payment method upon the expiration of the annual term.
You may be eligible for a prorated refund of unused months as described in Section 8 ("Annual Subscriptions") of this Policy.
At the end of your annual term, your account will automatically revert to the Free plan.

Cancellation requests are processed within one (1) business day of receipt. If you cancel your subscription and are subsequently charged for a new billing period due to processing delays, you are entitled to a full refund of that charge. Please contact our support team immediately if this occurs.

We reserve the right to cancel or suspend your subscription at any time if we determine, in our sole discretion, that you have violated our Terms of Service, engaged in fraudulent activity, or otherwise misused the Service. In such cases, refund eligibility will be determined on a case-by-case basis at our sole discretion, and we are under no obligation to provide a refund for subscriptions terminated due to policy violations.

4. Refund Eligibility

Vorbra offers refunds under the following specific circumstances. Each refund request is evaluated individually, and we reserve the right to request additional information or documentation to verify the validity of any refund claim.

4.1 Fourteen-Day Money-Back Guarantee (First Payment Only)

If you are a first-time paying customer and are not satisfied with the Service for any reason, you may request a full refund within fourteen (14) calendar days of your Initial Payment Date. This guarantee applies only to the very first payment made on your account and is available once per customer, per account, and per household. The fourteen-day period begins on the date that the first successful charge is processed, regardless of when you first access or begin using the paid features.

To qualify for this guarantee:

You must submit your refund request within fourteen (14) calendar days of your Initial Payment Date.
You must not have previously received a refund under this guarantee on any other Vorbra account.
The refund request must be submitted through the channels described in Section 5 ("How to Request a Refund").
We reserve the right to deny this guarantee if we have reasonable grounds to believe the request is fraudulent, abusive, or made in bad faith (for example, repeatedly subscribing and requesting refunds, or using the refund guarantee to obtain free access to paid features).

This fourteen-day money-back guarantee does not apply to subsequent billing cycles (second month, third month, etc.), plan upgrades, downgrades, or switches between monthly and annual billing. It is strictly limited to the first payment made on a new paid subscription.

4.2 Service Outages and Downtime

We strive to maintain 99.9% uptime for the Vorbra platform. In the event of a significant, verified service outage that materially impacts your ability to use the Service, you may be eligible for a refund or service credit at our discretion. For the purposes of this Policy, a "significant service outage" is defined as:

A complete inability to access the Vorbra dashboard, API, or embeddable widgets for a continuous period of more than four (4) hours during any calendar month.
A partial service degradation that renders core functionality (testimonial collection, widget display, or testimonial management) unusable or severely impaired for a continuous period of more than twelve (12) hours during any calendar month.
Recurring intermittent outages totaling more than twenty-four (24) hours of cumulative downtime within a single calendar month.

Scheduled maintenance windows, which will be communicated to users at least 48 hours in advance via email or in-dashboard notification, are not considered service outages for the purposes of refund eligibility. Additionally, outages caused by factors outside our reasonable control, including but not limited to natural disasters, acts of war or terrorism, government actions, internet backbone failures, DDoS attacks, or third-party service provider failures (including but not limited to Supabase, Vercel, Stripe, or CDN providers), do not qualify for refunds under this section, though we may offer service credits at our discretion.

4.3 Billing Errors

If you believe you have been charged incorrectly — for example, if you were charged an amount different from the listed price of your plan, if you were charged after successfully canceling your subscription, if you were double-charged for the same billing period, or if a charge was made to your payment method without your authorization — you are entitled to a full refund of the erroneous charge. Billing error refund requests are not subject to the fourteen-day limitation described in Section 4.1.

To report a billing error, please contact our support team as soon as possible with the following information:

Your account email address.
The date and amount of the charge in question.
A description of the error, including why you believe the charge is incorrect.
Any supporting documentation, such as screenshots of your plan settings, cancellation confirmations, or bank/credit card statements showing the erroneous charge.

We will investigate all reported billing errors within five (5) business days and, upon confirmation of the error, issue a full refund of the incorrect amount. If the billing error is the result of a technical issue on our end, we will also take reasonable steps to ensure the error does not recur.

4.4 Duplicate Accounts

If you inadvertently create multiple paid accounts and are being charged for more than one subscription, please contact us immediately. Upon verification that the duplicate account was created in error, we will refund the charges for the duplicate account and assist you in consolidating your data into a single account if applicable.

5. How to Request a Refund

All refund requests must be submitted through one of the following official channels:

Email: Send a refund request to support@vorbra.com with the subject line "Refund Request — [Your Account Email]."
Contact Form: Submit a refund request through the contact form on our website at vorbra.com/contact.

Your refund request must include the following information to be processed:

Your full name as it appears on your Vorbra account.
The email address associated with your Vorbra account.
The date(s) and amount(s) of the charge(s) you are requesting a refund for.
The reason for your refund request, with as much detail as possible.
The name of your subscription plan (e.g., Pro Monthly, Business Annual).
Any relevant supporting documentation (screenshots, confirmation emails, bank statements, etc.).

Incomplete refund requests may result in processing delays. We reserve the right to request additional information or verification before processing any refund. You will receive an acknowledgment of your refund request within two (2) business days of submission, along with a reference number for tracking purposes.

Refund requests submitted through unofficial channels (such as social media direct messages, comments on third-party review sites, or verbal communications) will not be processed. Please use the official channels listed above to ensure your request is properly received and tracked.

6. Refund Processing

6.1 Processing Timeline

Once a refund request is received and acknowledged, we will review it within five (5) business days. We will notify you of the outcome of your request via email to the address associated with your Vorbra account. If your refund is approved, the refund will be initiated within three (3) business days of approval.

Please note that the time it takes for the refunded amount to appear in your account depends on your payment provider and financial institution. Typical processing times are as follows:

Credit/Debit Cards: Refunds typically appear on your statement within five (5) to ten (10) business days after the refund is initiated, though some financial institutions may take up to thirty (30) days.
Other Payment Methods: Processing times vary by provider. If your refund has not appeared within thirty (30) business days of approval, please contact your payment provider first, and then contact us if the issue remains unresolved.

6.2 Refund Method

All refunds will be processed to the original payment method used for the transaction. We are unable to issue refunds to alternative payment methods, bank accounts, or third-party services (such as PayPal, Venmo, cash, check, or cryptocurrency) regardless of the circumstances. If the original payment method is no longer valid (for example, if a credit card has been canceled or has expired), the refund will still be submitted to the original card's issuing bank, which is typically responsible for routing the funds to you through an alternative method. Please contact your financial institution if you have concerns about receiving a refund on a closed or expired card.

6.3 Currency and Fees

Refunds are issued in the same currency as the original charge (USD). Any currency conversion fees, bank charges, or intermediary fees imposed by your financial institution or payment provider in connection with the original charge or the refund are your responsibility and will not be reimbursed by Vorbra. We are not responsible for exchange rate fluctuations between the time of the original charge and the time of the refund.

6.4 Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may be issued at our discretion when, for example, a customer has used the Service extensively during the billing period, when a service outage affected only a portion of the billing period, or when only a portion of a charge is determined to be erroneous. The amount of any partial refund will be calculated on a prorated basis relative to the duration or extent of the issue.

7. Non-Refundable Items

The following charges, fees, and circumstances are expressly non-refundable and no refund, credit, or compensation will be provided under any circumstances:

Subscription fees beyond the fourteen-day guarantee period: Monthly or annual subscription fees for billing periods that have commenced more than fourteen (14) days after your Initial Payment Date are non-refundable (except as specifically provided in Sections 4.2, 4.3, 4.4, and 8 of this Policy).
Change-of-mind requests after the guarantee period: If you simply change your mind about using the Service after the fourteen-day guarantee period has expired, you are not entitled to a refund. You may cancel your subscription to prevent future charges.
Feature dissatisfaction: Refunds will not be issued because a specific feature does not meet your expectations, provided the feature functions as described in our documentation and marketing materials. We encourage you to use the Free plan to evaluate the Service before committing to a paid subscription.
Third-party charges: Any fees, charges, or costs imposed by third-party services, integrations, payment processors, or financial institutions in connection with your use of Vorbra are non-refundable by us.
Account termination for policy violations: If your account is suspended or terminated due to violations of our Terms of Service, including but not limited to abuse, fraud, harassment, illegal activity, or excessive misuse of the platform, you are not entitled to any refund of paid subscription fees.
Promotional or discounted subscriptions: If you subscribed at a promotional, discounted, or special rate (including but not limited to launch discounts, coupon codes, or partner offers), refunds may be limited to the actual amount paid, not the standard list price of the plan.
Free trial conversions: If your paid subscription began with a free trial period, you must cancel before the trial expires to avoid being charged. The fourteen-day money-back guarantee described in Section 4.1 does not apply to charges incurred upon the conversion of a free trial if you had full access to paid features during the trial period. The trial period and the guarantee period are not cumulative.
Consumed usage add-ons: Fees paid for one-time usage top-ups, extra AI generation tokens, additional video storage allocations, or other consumable add-ons are non-refundable once the credits or resources have been consumed or allocated to your account.
Third-party script and browser interference: Refunds will not be issued if our embeddable widget fails to display due to third-party ad-blockers, incorrect installation on your website, custom Content Security Policies (CSP), conflicting third-party JavaScript, or other factors within your website environment. Our support team will make reasonable efforts to help you troubleshoot installation issues at no additional cost.
Taxes and government-imposed fees: Any applicable taxes, VAT, GST, sales tax, or government-imposed fees charged in connection with your subscription are non-refundable by us. If a refund of the subscription fee is issued, applicable taxes may be refunded in accordance with local tax law requirements, but we make no guarantee regarding the refundability of taxes.
Data loss or corruption: We are not liable for any data loss, corruption, or deletion that occurs during or after the cancellation or refund process. It is your responsibility to export or back up your data before canceling your subscription.

8. Annual Subscriptions

Annual subscriptions are billed as a single lump-sum payment at the beginning of the annual billing period. Because annual plans are offered at a discounted rate compared to the equivalent monthly pricing, the refund terms for annual subscriptions differ from those for monthly subscriptions as follows:

8.1 Fourteen-Day Guarantee for Annual Plans

The fourteen-day money-back guarantee described in Section 4.1 applies to annual subscriptions in the same manner as monthly subscriptions. If you are a first-time paying customer with an annual plan, you may request a full refund of the annual payment within fourteen (14) calendar days of your Initial Payment Date, subject to the same conditions and limitations described in Section 4.1.

8.2 Prorated Refunds After the Guarantee Period

If you cancel an annual subscription after the fourteen-day guarantee period has expired, you may be eligible for a prorated refund of the unused portion of your annual subscription, calculated as follows:

The prorated refund amount will be calculated based on the number of full, unused months remaining in your annual billing period at the time of cancellation.
The monthly rate used for proration will be the standard monthly price of your plan at the time of your annual subscription purchase (not the discounted annual rate). This means that the months you have already used will be retroactively billed at the full monthly rate, and the refund will be the difference between your annual payment and the total monthly charges for the months used.
If the total monthly charges for the months you have already used (calculated at the standard monthly rate) equal or exceed the amount of your annual payment, no prorated refund will be issued.
A prorated refund will only be issued if the remaining refundable amount, after accounting for the retroactive monthly billing adjustment, exceeds $1.00 USD.

Example: If your annual plan costs $228/year (equivalent to $19/month at the annual rate) and the standard monthly rate for the same plan is $29/month, and you cancel after 5 months of use, the calculation would be: $29 x 5 months used = $145 in retroactive monthly charges. Your annual payment was $228, so the prorated refund would be $228 - $145 = $83.

Prorated refund requests for annual subscriptions must be submitted through the channels described in Section 5 and will be processed in accordance with the timeline described in Section 6. We reserve the right to deny prorated refund requests if we determine, in our sole discretion, that the request is fraudulent or made in bad faith.

8.3 Switching from Annual to Monthly

If you wish to switch from an annual subscription to a monthly subscription, you may do so by canceling your annual plan and subscribing to a monthly plan. If you are eligible for a prorated refund as described in Section 8.2, the refund will be processed separately from your new monthly subscription charges. Annual-to-monthly switches do not carry over any unused credit or balance from the annual plan to the monthly plan.

9. Chargebacks and Disputes

If you believe a charge is unauthorized or incorrect, we strongly encourage you to contact us directly through the channels described in Section 5 before initiating a chargeback or dispute with your bank, credit card company, or payment provider. We are committed to resolving billing issues quickly and fairly, and in most cases, we can resolve disputes faster than the chargeback process.

If you initiate a chargeback or payment dispute with your financial institution without first contacting us:

We reserve the right to immediately suspend or terminate your Vorbra account and all associated services pending resolution of the dispute.
We will cooperate fully with the chargeback investigation process conducted by Stripe (our payment processor) and your financial institution, and we will provide all relevant documentation, including but not limited to records of your account activity, login history, feature usage, subscription details, and any prior communications.
If the chargeback is resolved in our favor (i.e., the charge is determined to be valid and the chargeback is reversed), you will be responsible for any chargeback fees, administrative fees, or penalties imposed by Stripe or your financial institution, which may be charged to your account or deducted from any future refunds or credits.
Accounts that are subject to a chargeback that is resolved in our favor may be permanently suspended at our sole discretion, and you may be prohibited from creating new accounts or subscribing to any Vorbra plan in the future.
We reserve the right to report fraudulent chargeback activity to relevant fraud prevention databases and law enforcement authorities.

Filing a chargeback for a legitimate charge that you authorized constitutes a violation of our Terms of Service and may be considered fraud under applicable law. We take chargeback fraud seriously and will pursue all available legal and contractual remedies to recover funds and associated costs.

If a chargeback is initiated and resolved in your favor (i.e., the charge is determined to be invalid), we will honor the outcome and will not take adverse action against your account solely because of the chargeback. However, we reserve the right to review your account for any Terms of Service violations that may have been identified during the investigation.

10. Service Credits

In lieu of monetary refunds, we may, at our sole discretion, offer service credits that can be applied to future subscription payments. Service credits are subject to the following terms and conditions:

Service credits are non-transferable and may only be applied to the account for which they were issued.
Service credits cannot be converted to cash, refunded, or applied to any other account, product, or service.
Service credits have no cash value and expire twelve (12) months from the date of issuance unless otherwise specified at the time of issuance.
Service credits will be automatically applied to your next billing cycle(s) until the credit balance is exhausted.
If your account is canceled or terminated (whether by you or by us), any remaining service credits will be forfeited and cannot be recovered.
Service credits are issued at our sole discretion and the decision to offer credits instead of a monetary refund is final and not subject to appeal.
The issuance of service credits does not constitute an admission of fault, liability, or wrongdoing on our part.

Service credits may be offered in the following situations, among others:

Service outages or degradation that do not meet the threshold for a monetary refund as described in Section 4.2.
Minor billing discrepancies that do not warrant a full refund.
As a goodwill gesture in response to customer service issues or complaints.
As compensation for features that were temporarily unavailable due to maintenance or updates.
In connection with promotional offers or customer retention programs.

If you are offered service credits and would prefer a monetary refund instead, you may express this preference to our support team. However, the final decision regarding whether to issue a refund or service credit remains at our sole discretion, subject to the mandatory refund obligations described elsewhere in this Policy (such as billing errors and the fourteen-day guarantee).

11. Changes to This Policy

We reserve the right to modify, amend, or replace this Refund Policy at any time at our sole discretion. Changes to this Policy will be effective immediately upon posting to our website unless otherwise specified. The "Last updated" date at the top of this Policy will be revised to reflect the date of the most recent changes.

For material changes to this Policy that reduce your refund rights or introduce new limitations, we will provide notice to active subscribers via one or more of the following methods:

An email notification sent to the email address associated with your Vorbra account at least thirty (30) days before the changes take effect.
A prominent notice displayed on the Vorbra dashboard upon your next login.
An announcement on our website or blog.

Your continued use of the Service and maintenance of your paid subscription after the effective date of any changes to this Policy constitutes your acceptance of the revised Policy. If you do not agree with the changes, you must cancel your subscription before the changes take effect. Refund requests submitted before the effective date of a policy change will be governed by the version of this Policy that was in effect at the time the refund request was submitted.

We encourage you to review this Policy periodically to stay informed about our refund practices. It is your responsibility to check for updates and ensure you are aware of the current terms. Archived versions of previous policies may be requested by contacting our support team.

12. Contact Information

If you have any questions, concerns, or requests related to this Refund Policy, or if you wish to submit a refund request, please contact us through one of the following channels:

Email: support@vorbra.com
Contact Form: vorbra.com/contact

When contacting us regarding a refund, please include your account email address, the date and amount of the charge(s) in question, and a detailed description of the reason for your request. This will help us process your request as quickly and efficiently as possible.

Our support team is available during regular business hours and will respond to all refund-related inquiries within two (2) business days. For urgent billing issues (such as unauthorized charges), please indicate the urgency in your subject line and we will prioritize your request accordingly.

This Refund Policy is governed by and construed in accordance with the laws applicable to Vorbra as set forth in our Terms of Service. Any disputes arising out of or in connection with this Policy shall be resolved in accordance with the dispute resolution procedures specified in our Terms of Service.