Refund & Cancellation Policy

Effective date: 10 September 2025

1. Customer Summary

• Refunds are handled according to this Policy and applicable consumer law.
• Standard refund processing time is 5–10 business days after approval; the actual posting time may vary depending on banks or payment providers.
• Refunds will never exceed the amount you originally paid (minus any non-refundable payment processing fees).
• Tokens already spent on Services (draft generation, export, AI improvement, or manager review) are generally non-refundable.
• Token packages may be refunded only if completely unused; once tokens are deducted, refunds are not available except in cases of technical fault.
• Promotional credits, discounts, or bonus tokens are normally non-refundable, unless required by law or explicitly stated otherwise.
• Refund requests must be submitted by email to info@vauldex.co.uk, including full order details.
• This Policy may be updated from time to time; significant changes will be communicated as described in Section 8.
• By requesting immediate access to Services (e.g., downloading or generating a CV), you may lose your statutory cancellation right — see Section 4.6.

2. Scope and Legal Note

This Policy applies to refunds and cancellations related to CV/resume creation, export, AI-assisted improvement, and related services offered by PREMIUM SERVICE PROVIDERS LTD. Nothing in this Policy affects your statutory rights (including those under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, where applicable).

3. Definitions

• Order / Service Fee — the amount you paid for token packages.
• Token Package — prepaid credits purchased to access Services.
• Used Tokens — tokens deducted for generating drafts, exporting files, or using AI/manager support.
• Unused Tokens — tokens still available in your account balance.
• Promotional Credits — bonus tokens or discounts granted under promotions.

4. Core Refund Rules

4.1 Refund cap. Refunds will not exceed the amount actually paid (less any non-refundable payment provider fees). Refunds are issued in the original payment currency where possible. 4.2 Used tokens. Tokens already used for Services are not eligible for refund, except where the Service was materially defective and could not be remedied. 4.3 Cancellation before use. If you cancel before spending any tokens, the unused balance may be refunded, minus any reasonable costs incurred. 4.4 Defective or non-conforming output. If a generated CV/resume is materially defective, we will first attempt to fix it through revisions or regeneration. If the issue cannot be resolved within a reasonable timeframe, a partial or full refund may be issued. 4.5 Promotions. Promotional credits, bonus tokens, or discounts are normally non-refundable unless required by law. 4.6 Immediate use / loss of cancellation right. If you request immediate access to Services and confirm you waive the statutory cancellation right (for example, by generating or downloading a CV), that right may no longer apply. 4.7 Custom services. For services involving a personal manager, once the review has started, refunds are not available unless otherwise agreed in writing.

5. How to Request a Refund

Send an email to info@vauldex.co.uk including:

• Your order reference number.
• The account email used for purchase.
• Whether the request concerns unused tokens, cancellation, or defective outputs.
• For defective files: a description of the issue and supporting evidence (screenshots, filenames, timestamps).
• Your preferred refund method (normally the original payment method).
• We will: acknowledge your request within 5 business days, investigate and request additional details if needed, provide a decision and, if approved, issue the refund within 5–10 business days of approval (posting time depends on your payment provider).

6. Investigation, Evidence and Decisions

6.1 We review order history, payment logs, token usage, and file generation records. 6.2 Approved refunds are normally returned to the original payment method; if not possible, an alternative (such as bank transfer) may be offered. 6.3 If your claim is refused, we will explain the reasons and outline possible next steps.

7. Chargebacks, Fraud and Abuse

If you initiate a chargeback while a refund request is pending, the case will be treated as a dispute. We will provide full evidence (order records, confirmations, timestamps, downloads) to the payment provider. Refunds may be refused and accounts suspended in cases of fraud, abuse, or repeated unwarranted chargebacks.

8. Changes to this Policy

We may update this Policy periodically. Material changes will be announced on our website or sent via email. Updates apply only to future transactions and do not affect completed purchases.

9. Record Retention

We retain necessary records (including order details, payment logs, and token usage) for at least 24 months, and up to 6 years in cases of disputes or corporate requirements, in line with our Privacy Policy and applicable law.

10. Escalation and Disputes

If you disagree with our decision, you may appeal by sending full details to info@vauldex.co.uk. Appeals are normally reviewed within 10 business days. This does not affect your statutory right to seek dispute resolution or legal remedies.

11. Examples

• Unused tokens: You purchased £20 = 2000 tokens, used 300 tokens → 1700 tokens remain. Refund possible for 1700 tokens (minus fees).
• Used tokens: If tokens were spent to generate/download a CV, a refund is only possible if the file was materially defective.
• Promotional tokens: 100 bonus tokens received in a promotion → non-refundable.

12. Contact Details

• 📧 info@vauldex.co.uk
• 📍 PREMIUM SERVICE PROVIDERS LTD
• 1 Brook St, Nottingham, United Kingdom, NG1 1AR