This Cancellation and Refund Policy was last updated on 1st April 2025.
This Cancellation and Refund Policy was brought into effect on 1st April 2025.
This legal sub-document shall be referred to as the "Cancellation and Refund Policy". It outlines the terms and conditions governing the cancellation of purchases and the refund process for products offered by Vtex.AI, including eligibility criteria and procedural guidelines. Users are strongly advised to read and understand this policy in full to familiarize themselves with Vtex.AI’s practices regarding cancellations and refunds, and to prevent any misunderstandings or disputes arising in the future.
This Cancellation and Refund Policy contains key terms which are defined as follows and key terms used and not defined herein but defined in the User Agreement or other legal sub-documents within the Terms of Use shall, unless they be repugnant to the subject or context, have the same meaning as they have in such legal sub-documents.
(1) "cancellation request" shall mean an online request made by User upon the Site for cancelling his subscription but shall not include an act of sending e-mail for requesting eligible refund. A cancellation request may act on its own or may be subject to approval by web administrator depending upon the system interface installed upon the Site.
(2) "original payment amount" shall mean the total amount paid by User to Vtex.AI at the time of making payment pertaining only to a single transaction.
(3) "pending subscription" shall mean the online status of a subscription of User when he has submitted his cancellation request pertaining to such subscription and when such subscription has not terminated upon expiry of subscription period.
(4) "refund amount" shall mean the payable amount due to the User who is eligible for refund and is exclusive of any fees charged by the credit/debit card issuer or by the third party affiliate payment services provider involved in the transaction and any expenses arising due to any reason which cannot be ascribed to Vtex.AI.
(5) "refund process" shall mean the process involved in the processing of refund by Vtex.AI at the instance of User and does not include the process by third party affiliate payment services provider for the actual credit of refund amount to User's payment method.
All subscriptions to Vtex.AI services are set to auto-renew by default and are billed on a recurring basis, either monthly or annually, depending on the plan selected at the time of purchase. Users may cancel their subscription at any time either by logging into their account and using the self-service cancellation option or by submitting a formal request via email to support@Vtex.AI. Upon cancellation, users will retain full access to the subscribed services until the end of their current billing cycle, after which access will be revoked and no further charges will be incurred. Please note that Vtex.AI may require up to seven (7) days to process a cancellation request. If the cancellation is requested within seven days of the billing cycle’s end, the user may still be charged for the next billing cycle due to processing constraints; however, in such cases, Vtex.AI will issue a full refund for the amount charged.
The refund shall be applicable to the products and services offered in the manner specified below:
Content provided via subscription:
Subscription Plans(Emerging Tech, HealthTech AI, others in future):
(a) Eligibility for refund: Vtex.AI provides a full refund only in the unfortunate event of the User’s death. The refund amount will be calculated from the beginning of the month in which the User’s death occurred up to the date Vtex.AI receives official notification along with a valid death certificate.
(b) Refund process: A family member of the User must submit a written email request to Vtex.AI to initiate the refund process, using the communication channel admin@Vtex.AI specified on the Vtex.AI. website. This request, along with proof of the User's death or incapacitation, must be submitted within one month from the date of the User's death. If the request is not submitted within the prescribed time frame, for any reason whatsoever, the right to receive the refund will be forfeited.
User may note that depending upon the payment method used and the payment services provider or credit/debit card issuer chosen at the time of making payment, it may take some time for credit of refund amount into User's payment method. User is advised and recommended to check the terms and conditions of refund processing published by the corresponding payment services provider and credit/debit card issuer, as the case may be, for learning more about the refund processing time frames.
In the event of (i) the User’s death or (ii) a processing delay in cancellation, Vtex.ai shall cancel the User’s subscription and subsequently review the refund request along with the supporting documentation provided, before arriving at a decision on eligibility and amount of refund, if any.
In all other cases, including but not limited to (iii) compensation claims for system downtime or (iv) other miscellaneous reasons, the subscription shall not be cancelled automatically. Refund requests in such scenarios shall be reviewed on the basis of submitted documentation and evidence, and the resolution process may take between two (2) to five (5) weeks.
(c) Renewal: The subscription will not automatically terminate upon the User's death, and monthly charges will continue to be incurred until the Vtex.AI is notified of the User's death. The User’s family members shall not hold the Vtex.AI responsible for any fees charged after the User's death, nor shall they seek reimbursement for amounts charged due to the Vtex.AI not being informed of the User’s death in a timely manner.
Users should note that refunds will not be issued for unused or unassigned licenses, or for failure to obtain a Solution Code in cases where the user is not entitled to it, as outlined in the Code Policy.
Any demands for refunds made by User who is ineligible for refund or who has failed to comply with the directions provided at the time of initiating refund process shall not be entertained.
In case any credit/debit card issuer charges any fees from User at the time of making a payment to Vtex.AI, such fees shall be deducted from the original payment amount and only the refund amount due to User shall be paid to him.
In the event that any fees are imposed by the payment service provider, or deductions are required due to applicable government taxes or similar charges, such amounts will be subtracted from the original payment, and only the net refundable amount will be returned to the User.
Vtex.AI shall review this Refund Policy periodically and considering the changes in business practices, market trends, economy, technology, law, governmental policies, social and political outlook, or in pursuance of agreements entered into with third party affiliates, or updates thereof, in the future, may choose to update this Cancellation and Refund Policy. Vtex.AI may also choose to update this Cancellation and Refund Policy in response to customer feedback or in consideration of needs of its users. In case during such process of updation, Vtex.AI makes a substantial change to this Cancellation and Refund Policy, it may notify User through his registered contact information such as email or may publish on the Site or may send a notification via mobile devices in order that User may learn about how such changes affect him or his interests. Vtex.AI shall ensure from its end that such notifications are addressed and sent properly to User. However, in case of delay or failure to deliver the notification due to technical or other issues beyond its control, User shall not hold Vtex.AI responsible for such delay or failure. Such updates to this Refund Policy shall be effective from the date specified in the notice or upon the Site.
Vtex.AI recommends and urges all its users to check the Vtex.AI web site regularly for making themselves aware of the latest updates to this Cancellation and Refund Policy. User's continued access to the Site and use of the Site Services subsequent to bringing such updates into effect shall be deemed as an acknowledgement of the updated Cancellation and Refund Policy.
In case User does not approve of this Cancellation and Refund Policy or any future updates thereof, he may choose to not access or discontinue his access to the Site and Site Services at any time. Such a discontinuation shall not affect any liability, loss, harm, damage or burden incurred due to any act/omission of User prior to the date of such discontinuation and such act/omission of User shall continue to remain subject to the Cancellation and Refund Policy in force thereat.
This Cancellation and Refund Policy, including any future updates thereof, is the authentic legal English version and shall be the primary version for all purposes, official or legal. Any version of this Refund Policy (current or archived), or any simplified version thereof, provided in English or in a language other than English (whether using Latin script or otherwise) is only for the purpose of convenience of User. In the event of any inconsistency or conflict between provisions or lack of clarity with regards to interpretation with any other version of this Refund Policy, this authentic legal English version solely shall prevail.
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