Refunds and cancellation

1. Cancelling

• You can cancel any subscription (Vexels Atlas 1 or Vexels Echo 1) at any time from Account › Billing, which takes you to Stripe's portal. You do not need to write to us.
• Cancellation takes effect at the end of the period you have already paid for: until then you keep your plan and your credits, and you are not charged again.
• When the period ends, your account remains without a paid plan; your videos follow the normal retention period.

2. What is refunded and what is not

• Credits for a video that fails on our side are always returned, automatically.
• If we charge you by mistake (a duplicate charge, a wrong amount or a renewal after you cancelled), we refund the full amount.
• Credits already used are not refunded: they correspond to videos we have already made.
• The rest of a current month is not prorated when you cancel, except in the cases stated in the Terms of Service (if we close your account through no fault of yours, if we withdraw something essential from your plan, or if you cancel a yearly plan because you do not accept a change to the terms) or as required by law.
• What you pay other providers with your own keys in Vexels Echo 1 is not charged by us and we cannot refund it.
• Refunds go to the same payment method, through Stripe, within 14 days of our accepting them; your bank may take a few more days to show them.

3. Right of withdrawal (consumers in the EU and the UK)

• If you are a consumer in the European Union or the United Kingdom, you have 14 days from the purchase to withdraw without giving a reason.
• Because Vexels is a digital service that starts as soon as you pay, by paying you expressly ask us to start immediately, within that period, and you acknowledge that once the service has been fully provided you lose the right of withdrawal. We remind you of this on the payment page.
• If you withdraw within the 14 days, we refund what you paid minus the proportional part of the service already provided, calculated from the credits you have used. If you have not used any credits, we refund everything.
• To withdraw, write to us at soporte@vexels.app within the period with a clear statement, for example: "I hereby give notice that I withdraw from the contract for [plan] purchased on [date], with the account [email]". That is enough; no form is needed.

4. Before going to your bank

If something about a charge looks wrong, write to us first at soporte@vexels.app: it is almost always solved sooner and faster than with a bank dispute.