VideoSupport Refund Policy

1. Scope

This policy explains refunds and cancellations for services purchased directly from VideoSupport LLC ("VideoSupport," "we," "our," or "us"). It supplements our Terms & Conditions. If a signed Order Form expressly provides different refund or cancellation terms, those terms apply to that purchase, subject to applicable law.

2. First Subscription Refunds

If VideoSupport is not the right fit, you may request a full refund of your first monthly or annual subscription payment within 14 calendar days of the charge. This includes applicable taxes on that payment. If you start with a free trial, the window begins on your first paid subscription charge, not the day you create your account.

This offer applies once per customer, to the initial subscription payment only. It does not restart when you renew, change plans, or create another account. Separately billed usage charges and services are covered below.

3. Renewals and Unused Time

After the initial 14-day window, subscription payments, including monthly and annual renewals, are non-refundable except as required by law or expressly agreed in writing. We do not offer prorated refunds for unused time, unused plan allowances, downgrades, or periods when you have not used the service.

If you believe a renewal was charged in error, contact us so we can investigate. This rule does not limit refunds for billing errors or any rights you have under applicable law.

4. Cancelling Your Subscription

To stop future renewals, cancel before your next billing date through your account's billing settings, where available, or email hello@videosupport.io from your account email address. If you cancel by email, we use the date we receive your request to determine whether it was received before renewal.

Cancellation normally takes effect at the end of your paid billing period, and you retain access until then. Cancellation alone does not request a refund; please tell us if you also want a refund. When a subscription payment is refunded, access to the refunded paid plan ends when the refund is issued. Export any data you need before then.

5. Usage Charges and Additional Services

Separately billed usage that has already been consumed, such as additional video or AI processing, is non-refundable unless charged in error or a refund is required by law. Refunds for custom implementation, onboarding, or other professional services are governed by the written terms agreed for those services.

6. Marketplace Purchases

If you purchased through AppSumo or another third-party marketplace or reseller, that seller's refund window and process apply. Request your refund through the seller you paid. Our direct-subscription 14-day offer does not replace or shorten any refund rights provided with your marketplace purchase.

7. Billing Errors and Service Problems

Please report duplicate, incorrect, or unrecognized charges to hello@videosupport.io as soon as you notice them. We will investigate and refund confirmed billing errors. If a technical problem prevents you from using VideoSupport, contact us so we can help and review any refund or credit due under your agreement or applicable law.

8. How to Request a Refund

Email hello@videosupport.io with the subject "Refund request" and include:

• The email address associated with your account.
• Your invoice or order number, if available.
• The date and amount of the payment.

You may include a reason to help us improve, but a reason is not required for an eligible first-subscription refund. Do not send passwords or full payment card details. A request received within the applicable refund window remains timely even if our review takes longer.

9. Refund Processing

We will email you the outcome of your request. Approved refunds are returned to the original payment method. After we issue a refund, your bank or payment provider controls when it appears on your account; this commonly takes 5 to 10 business days, but may take longer. We do not charge a refund processing fee.

10. Your Statutory Rights

Nothing in this policy excludes or limits any mandatory consumer rights, cooling-off rights, or remedies for faulty or misdescribed services under applicable law. Where those rights provide a longer refund period or additional remedies, they take precedence over this policy.

11. Changes and Contact

We may update this policy by posting a revised version with a new effective date. Changes will not retroactively reduce refund rights for payments already made. For questions about refunds or cancellations, contact hello@videosupport.io.