Refund & cancellation policy

This page explains how cancelling a Visor subscription works, what happens to credit top-ups, and when a refund is available. It sits alongside our terms of service, which remain the full agreement — if anything here conflicts with them, the terms control.

Cancelling a subscription

You can cancel a paid plan at any time from your account settings. Cancelling stops future renewals — you keep full access until the end of the period you've already paid for, then the account drops to the free tier. We don't refund the unused portion of a billing period you've started; this is standard for subscription software and keeps pricing simple for everyone.

Your 14-day cooling-off right

If you're a UK or EU consumer, you normally have a 14-day right to cancel a new online purchase and get a full refund, no questions asked. Because Visor is a digital service that starts working immediately once you subscribe, the law lets us ask you to give that right up in exchange for immediate access — and at checkout, you do. Once your subscription is active, the 14-day cooling-off refund no longer applies. This doesn't affect any of your other statutory rights, including the ones below.

Credit top-ups

Some features are paid for with credits, bought as one-time top-ups on top of your plan. Once a top-up is added to your account it is non-refundable, whether or not you go on to use the credits — this mirrors how the cooling-off waiver above works for anything supplied to you immediately. Credits expire 12 months after purchase. Unused or expired credits aren't refunded or converted to cash.

When we do refund

If something's gone wrong on our end — you were charged in error, charged twice, or paid for a feature that was broken or unavailable and we couldn't fix it in reasonable time — tell us and we'll investigate and put it right, which may mean a full or partial refund at our discretion. If you're a consumer, the Consumer Rights Act 2015 gives you a statutory right to a repair, replacement, or refund for digital content that is faulty, not as described, or unfit for purpose — we don't exclude that right, and nothing in this policy limits it.

We don't refund for simply changing your mind after the cooling-off window above, or for not using a plan or credits you bought.

How to ask for one

Email [email protected] with your account email and what happened. Our support team will respond within a few hours. If you paid by card, an approved refund goes back to that card via Stripe — it can take several business days to appear, depending on your bank.

If you raise a chargeback with your bank instead of contacting us first, we'll still respond to it, but reaching out directly is almost always faster.

Changes to this policy

We may update this page as the service evolves. The version here is always current. For everything else, see our terms of service and privacy notice.