1. Scope
This Refund Policy applies to subscriptions purchased directly from Vigil through Paddle. If a signed order form or other written agreement expressly provides different refund or cancellation terms, that agreement controls.
2. Free trial
Eligible customers receive a 14-day free trial for up to 25 learners. No subscription fee is due for the trial period. Unless the subscription is canceled before the trial ends, the selected paid plan begins automatically and the payment method provided at checkout is charged. A trial may be limited to one per customer or organization.
3. Billing and renewal
Monthly subscriptions are billed in advance each month. Annual subscriptions are billed in advance for the full annual term. Subscriptions renew automatically at the end of each billing period unless canceled before the renewal date. Applicable taxes may be added at checkout.
4. Cancellation
You may cancel a subscription before its next renewal by using the available billing controls or contacting support@vigilsecurity.app. Cancellation prevents the next renewal charge. Unless we agree otherwise, you will retain access through the end of the period already paid for, and cancellation does not create an automatic refund or credit for unused time, unused seats, or reduced seat quantities.
5. Refund eligibility
Except where required by law or a written agreement, subscription fees are non-refundable once a paid billing period begins. We will review refund requests involving a duplicate charge, an incorrect amount charged by Vigil, or material service unavailability caused by Vigil. Approval is not automatic and depends on the facts of the request. We do not ordinarily provide prorated refunds for partial months, partial annual terms, inactivity, unused seats, or a decision to stop using the service.
6. How to request a refund
Contact support@vigilsecurity.app within 14 days of the affected charge. Include your organization or workspace name, billing email, Paddle transaction or invoice number, the charge date, and the reason for the request. Do not send payment-card details. We may ask for additional information needed to verify the account and evaluate the request.
7. Approved refunds
Paddle acts as Vigil's merchant of record for direct online purchases. If a refund is approved, it may be full or partial and is submitted through Paddle to the original payment method. Most live refunds are subject to Paddle approval. Card refunds typically appear within 3 to 5 working days after processing, while timing for other payment methods and financial institutions may vary. Paddle provides the applicable credit note or transaction record.
8. Billing disputes
If you believe a charge is incorrect, contact us promptly so we can investigate. Starting a chargeback does not cancel the related subscription or future renewals. Nothing in this policy limits any non-waivable rights or remedies available under applicable law.
9. Policy changes
We may update this policy as the service, billing methods, or legal requirements change. The version posted when a charge occurs will apply to that charge unless applicable law requires otherwise. For other terms governing Vigil, see our Terms.