REFUND POLICY 

Valid from March 31, 2025, at 12:00:00 midnight (UTC)

For cases related to payment on the Google Play Store, please refer to our Refund Policy for Android payment.

• Cancel: https://support.apple.com/en-us/HT202039
• Refund: https://support.apple.com/en-us/HT204084

1. Refund Request Flow:

Stripe does not allow users to initiate refund requests directly through its platform. Instead, users must contact our Customer Support team to request a refund, following the requests below:

• Users seeking refunds must contact our support team via email at support@vulcanlabs.co
• Refund requests must be submitted by the account holder and include proof of purchase.
• Our Customer Support team is committed to responding to user inquiries within 03 business days.
• Our Customer Support team will promptly review refund requests once the necessary information is received. Users will be notified of the decision via email.

2.1 Eligible for Refund (Within 24 Hours):

To determine whether a refund request is valid, the following criteria must be met:

1. Account Holder Request: The refund request must be made by the account holder who made the original purchase.

2. Successful Transaction: The transaction must have a successful status in our payment system.

3. No Previous Refund: The payment must not have already been refunded.

4. Accepted Refund Period: The request must be made within the accepted refund period, as defined by the company’s refund policy (within 1 day of purchase).

5. Limit on Previous Refunds: The account must have no more than two successful refund requests.

6. Non-Use of Product: The user must not have used the product after purchase.

7. Incorrect Charges: The request must be due to a wrong amount charged, such as discrepancies in comparison with the current package or duplicate charges.

8. Refund to Original Payment Method: Refunds will only be issued to the original payment method used for the purchase.

9. No Violation of Terms: The user must not have violated any of the terms of service or the company’s refund policy.

If all these criteria are met, the refund request may be considered valid. Requests that do not meet these conditions will be denied.

2.2 Denied Refund Requests: 

• 2.2.1 Out of Timeframe: Requests must be made within 24 hours of purchase. Our policy only allows for refund requests within 24 hours of the original purchase. Since your request was submitted after this period, we are unable to offer a refund at this time.

• 2.2.2 App or Service Not Defective: We are unable to process your refund as the app or service is functioning properly, and there are no bugs or issues.

• 2.2.3 Fraudulent Activity or Abuse: The refund request cannot be processed as it is suspected to be part of a pattern of fraudulent activity or abuse. The integrity of our services is taken seriously, and such matters are thoroughly reviewed. 
• 2.2.4 Repeated Refund Requests: 

• The refund request cannot be processed if there is a history of multiple successful refund requests (more than two). As per our policy, users with such a history are not eligible for further refunds.
• You can only refund once. If you buy it again (for the same package), you can't get a refund.

• 2.2.5 In-App Purchases Not Received: The refund request cannot be processed as the transaction does not appear in our Stripe dashboard. Please verify your payment details, and contact us if you need further assistance.
• 2.2.6 Lack of payment information: The refund request cannot be processed due to a lack of sufficient evidence to support it. Please provide the necessary information (order transaction, account holder, receipt of purchase) when submitting a refund to us.

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