Refund Policy

This Refund Policy explains how Spyvero handles subscription cancellations, refund requests, credit top-ups, consumed audit credits, failed audits, and Paddle payment flows.

"Spyvero," "we," "us," and "our" refer to the operator of the Service. This policy should be read together with our Terms of Service, Privacy Policy, Cookie Policy, checkout terms, and any written agreement that applies to your use of Spyvero.

1. Paddle Is the Payment Provider

Spyvero uses Paddle for supported subscription and credit checkout flows. Paddle may act as merchant of record or payment processor depending on the checkout configuration and location. Paddle handles payment method collection, tax calculation, invoices, receipts, fraud review, chargebacks, and payment-method refund rails under Paddle's own terms.

Approved refunds are generally returned to the original payment method through Paddle. Bank, card network, currency conversion, tax, fraud review, or Paddle processing timelines can affect when funds appear in your account.

2. Subscription Cancellations

You may cancel a paid subscription through the available billing portal or by contacting support if self-service cancellation is unavailable.

Unless required by law or expressly stated at checkout:

• Cancellation stops future renewal charges.
• Cancellation does not automatically refund the current billing period.
• Your paid plan generally remains available until the end of the paid billing period.
• Monthly plan credits do not convert to cash.
• Unused monthly credits do not automatically roll over after cancellation.
• Consumed credits are not refundable.

3. Subscription Refunds

You may request a refund for a new subscription charge within 14 days of the charge if the account has not materially consumed paid credits, completed paid audits, exported substantial paid results, or otherwise used the paid plan in a way that creates external scraping, storage, support, payment, or compute costs.

We may deny or reduce a refund request when:

• Credits were consumed by started or completed audits.
• Deep audits, Market Map audits, monitors, exports, API access, or other paid features were used.
• The request is for a renewal period after continued use.
• The account violated our Terms of Service, acceptable-use rules, or abuse controls.
• The payment is under fraud review, dispute, chargeback, or compliance hold.
• The request conflicts with Paddle's payment rules or applicable law.

If mandatory consumer law gives you a stronger refund, cancellation, or withdrawal right, we will honor that right.

4. Credit Top-Ups

Credit top-ups are one-time purchases applied to the purchasing organization. Top-up credits are intended to pay for audit and processing costs.

Unless required by law or expressly stated at checkout:

• Unused top-up credits may be eligible for refund review if requested within 14 days of purchase.
• Top-up credits that have been consumed by started or completed audits are not refundable.
• Partially used top-up packages may be refunded only for the unused portion at our discretion and where Paddle supports the refund.
• Promotional, trial, complimentary, bonus, or manually granted credits are not refundable.
• Credits cannot be redeemed for cash or transferred outside the Service.

5. Consumed Audit Credits

Credits may be consumed when an audit, monitor run, export, API action, or paid processing workflow starts. This is because third-party scraping, background jobs, storage, media processing, and payment-provider costs can begin before a result is fully visible in the interface.

Consumed credits are generally non-refundable, including when:

• The audit returned fewer results than expected because public ad libraries, advertisers, regions, keywords, filters, or third-party sources had limited data.
• Public ads, media, landing pages, or external URLs later changed or expired.
• Scores, clusters, rankings, or estimates did not match your expectations.
• You no longer need the research after the audit was started.

6. Failed Audits and Service Issues

If an audit fails because of a Spyvero-controlled technical issue and does not deliver usable results, we may restore credits, rerun the audit, issue an account credit, or approve a refund depending on the situation.

We do not guarantee refunds for failures caused by incorrect user inputs, unsupported queries, third-party data-source outages, third-party rate limits, payment-provider issues, public ad library changes, abuse prevention controls, or your violation of our Terms.

7. How to Request a Refund

To request a refund, contact help@spyvero.com with:

• The email address on the Spyvero account.
• The organization name, if applicable.
• The Paddle receipt, invoice, transaction ID, or subscription ID if available.
• The plan, credit top-up, audit, or charge you are asking about.
• A short explanation of the issue.

We may ask for additional information to verify the account, organization ownership, payment, usage, and eligibility.

8. Processing Time

We aim to review refund requests within 5 to 10 business days. Approved refunds are submitted through Paddle. The time for funds to appear depends on Paddle, the payment method, card network, bank, currency, tax handling, fraud review, and applicable law.

9. Chargebacks and Disputes

If you file a chargeback or payment dispute, we may suspend or limit access to the affected organization, subscription, credits, audits, exports, API access, or billing portal while the dispute is reviewed. We may also revoke credits or features associated with reversed or disputed payments.

Please contact us first when possible so we can investigate and resolve the issue through Paddle.

10. Changes to This Policy

We may update this Refund Policy from time to time. When we do, we will update the "last updated" date above. Changes apply prospectively unless required by law or stated otherwise.

11. Contact

Refund requests and questions may be sent to help@spyvero.com.