This refund policy covers the SaaS products, services, and technologies (collectively referred to as the "Products") provided by Vyklow Analytics Pty Ltd ABN 22 688 212 795 under any ongoing agreement. It's designed to establish clear expectations for refunds, cancellations, and returns while protecting both our customers and our business operations.
By purchasing or subscribing to our Products, you agree to abide by this refund policy and to comply with all applicable laws and regulations. This policy works in conjunction with our Terms of Service and Acceptable Use Policy located at www.vyklow.com.
We, Vyklow Analytics Pty Ltd, reserve the right to review and amend this refund policy at our sole discretion. Upon doing so, we will update this page. Any changes to this refund policy will take effect immediately from the date of publication.
We will provide refunds in the following circumstances:
Significant technical problems that prevent proper functioning of our Products for more than 48 consecutive hours; service unavailability exceeding our stated uptime commitments as detailed in our service level agreements; critical bugs that materially impact your ability to use the Products as described, provided our technical requirements were met; or complete inability to access your account or data due to system failures on our end.
The Products do not substantially perform the core functions we advertised at the time of purchase; missing essential features that were explicitly promised in our marketing materials or sales communications; or material discrepancies between our documented capabilities and actual Product performance.
Unauthorised charges to your payment method that were not initiated by you or an authorised user on your account; incorrect billing amounts, duplicate charges, or erroneous fee calculations; or charges that continue after successful cancellation and confirmation of termination.
Full refund available within 7 days of initial subscription for monthly plans, provided usage has not exceeded fair use thresholds as defined in your subscription plan. Full refund available within 14 days of initial subscription for annual plans, subject to usage limitations. Refund requests after these initial windows will be calculated on a prorated basis for unused time.
We do not provide refunds in the following circumstances:
We regard our customers as being responsible for their own actions as well as for the actions of anyone using our Products with the customer's permission. This responsibility extends to compliance with our refund policy terms.
If a customer violates our Acceptable Use Policy, Terms of Service, or this refund policy, we reserve the right to terminate any Products associated with the offending account without notice. To the extent permitted by law, no credit or refund will be available for interruptions of service resulting from any violation of our policies.
Upon refund approval and account termination:
You may cancel your subscription at any time through your account dashboard or by contacting our support team. Upon cancellation:
We provide our facilities with the assumption your use will be "business as usual", consistent with your subscription plan limits. If your use is considered excessive during the refund period, additional fees may be charged or refund eligibility may be restricted. Fair use thresholds are defined in your subscription plan and may include limits on monitored users, data storage, and API usage.
For eligible refund requests made after the initial refund window:
If you cancel during a free trial period, no charges will be made to your payment method. Free trials automatically convert to paid subscriptions unless cancelled before the trial expires. Fair use limitations apply during trial periods.
Special promotional offers may have modified refund terms that will be clearly communicated at the time of purchase. Standard refund terms apply unless explicitly stated otherwise in writing.
To request a refund, you must:
Refund requests are reviewed within 5 business days of receipt. We may require additional information or documentation to process your request. Approved refunds are processed within 10 business days of approval. Refunds are issued to the original payment method used for purchase. Processing time for refunds to appear in your account depends on your payment provider.
Upon cancellation or refund, your personal information and account data will be handled in accordance with our Privacy Policy. Key points include:
Before initiating any formal dispute proceedings, we encourage you to contact our support team to resolve the matter directly. Most refund issues can be resolved through good faith communication.
This policy outlines the circumstances under which we provide refunds for our Products. The examples provided are not exhaustive, and we reserve the right to assess each refund request on its individual merits.
We reserve the right to modify this policy at any time by publishing the revised version on our website. The revised version will be effective from the earlier of: the date you use our Products after we publish the revised version on our website; or 30 days after we publish the revised version on our website.
This refund policy is governed by and construed in accordance with the laws of Western Australia, Australia. You irrevocably submit to the exclusive jurisdiction of the courts of Western Australia.
For refund requests or questions about this policy:
Vyklow Analytics Pty Ltd
ABN: 22 688 212 795
Email: support@vyklow.com
Website: www.vyklow.com
Document version: 1.0