Refund Policy

Effective 12 October 2026 · Vault Workspace LLC

If you read this page in another language, the translation is for convenience only; the English version is the binding one.

IN SHORT

If a render or video fails, its credits come back to you automatically.

Credits are made available immediately when you buy. Consumers in the EU, EEA and UK can cancel a purchase within 14 days: a full refund if no credits from it were used, otherwise a refund minus the value of the credits used.

You can cancel a subscription any time; it runs until the end of the period you've paid for.

1. Failed jobs: automatic credit refunds

Credits are reserved when a job starts. If it fails on our side or with one of our AI providers, the reserved credits are returned to your balance automatically. If you think a job charged you wrongly, email us with the time and the tool you used and we'll check.

Credits are not refunded because you don't like a result that worked as described (for example its style or composition), because AI results can differ each time. You can adjust your instructions and try again.

2. Right of withdrawal (EU, EEA, UK and other consumers)

If you're a consumer in the EU, EEA or UK, you may withdraw from a purchase (a new subscription, a plan upgrade, or a credit pack) within 14 days of buying it, without giving a reason. If you haven't used any credits from that purchase you get a full refund; if you have, you get a refund minus the value of the credits you used.

At checkout you ask us to make the credits available immediately, during the withdrawal period. The value of used credits is their share of the price you paid for that purchase: for example, if you paid $19 for 1,000 credits and used 300, the refund is $13.30. Credits refunded automatically for failed jobs don't count as used.

To withdraw, email support@vaultworkspace.com from your account address within the 14 days with a clear statement such as "I withdraw from my purchase of [plan or pack] on [date]". You don't have to use any particular form. We refund through Lemon Squeezy to the original payment method within 14 days of receiving your request, and remove that purchase's remaining credits from your balance.

Other countries. If you're a consumer in another country whose law gives a cooling-off period for online purchases (for example 7 days in Brazil, 14 days in Turkey), you can withdraw on the same terms within that period. Where your local law gives you more, it applies.

Businesses and professionals buying for their work don't have this statutory right, but section 5 still applies.

3. Subscriptions and cancelling

You can cancel at any time in Settings → Billing & Usage. Your plan stays active until the end of the period you’ve already paid for and then won’t renew.

Outside the 14-day right above and section 5, we don’t give partial or pro-rata refunds for the rest of a billing period.

Renewals: if you forgot to cancel and your balance hasn’t dropped below what it was just before the renewal, write to us within 7 days of it and we’ll refund that renewal and remove its credits.

When a paid plan ends you move to the Free plan. Credits from credit packs stay in your account; remaining plan credits above the Free allowance may be removed.

4. Credit packs

Credit packs are one-off purchases. Their credits don't expire while your account is open. The 14-day right in section 2 applies to packs too. After 14 days, packs are non-refundable except under section 5.

5. When we always refund

You were charged twice, or charged an amount you didn’t agree to, because of an error on our side.

A paid feature you bought was unavailable for a significant part of the period and we couldn’t fix it (we refund the affected part).

We close your account when you did nothing wrong (we refund unused paid credits).

Any other case where the law where you live gives you a right to a refund or price reduction. This policy doesn’t limit those rights.

6. How to ask for a refund

Email support@vaultworkspace.com from your account address with your order number (it's in your Lemon Squeezy receipt) and what happened. We aim to reply within 2 business days. Approved refunds are paid by Lemon Squeezy, our reseller, to your original payment method; banks usually take 5–10 business days to show them.

Please talk to us before opening a dispute with your bank. A chargeback freezes the account while it's investigated, while an email to us is usually resolved much faster. See also our Terms of Service.