Refund Policy

01Purpose & Scope

This Refund Policy (the “Policy”) explains how Virely LLC handles refund, credit, and cancellation requests for Virely Growth Suite (virely.co).

This Policy applies to all subscription plans, add-on packs, pay-as-you-go (PAYG) usage where applicable, and one-time charges processed through virely.co. It is incorporated by reference into the Virely Growth Suite Terms of Service and each order form. Where this Policy conflicts with a signed enterprise agreement, the signed agreement governs.

02Definitions

03General Refund Principles

• Virely Growth Suite operates on a subscription-based SaaS model. Subscriptions are billed in advance on a recurring monthly basis.
• By default, all sales are final once the Billing Cycle has begun, except where this Policy explicitly provides for a refund or Service Credit.
• Refund decisions are made in good faith using the smart logic rules in Section 5. We will not unreasonably withhold a refund where a customer was charged in error, charged twice, or received no usable service.
• All refunds are issued in U.S. Dollars (USD) to the original payment method through Stripe.
• Products are sold in the United States only. International requests are evaluated case-by-case and may be denied at Virely’s sole discretion.

04New-Customer Money-Back Guarantee

05Smart Refund Logic Matrix

The following matrix governs every refund decision. When more than one row applies, the row most favorable to the customer in good faith prevails, except in cases of fraud or termination for cause.

06Subscription Refunds

6.1 Monthly Subscriptions

• Monthly Subscriptions are billed in advance and renew automatically on the same calendar day each month.
• After the 14-day new-customer window, monthly Subscription fees are non-refundable for the current Billing Cycle.
• Cancellation takes effect at the end of the current Billing Cycle. Customers retain access through the paid-through date.

6.2 Annual or Prepaid Subscriptions

• Where Virely Growth Suite offers an annual or multi-month prepaid Subscription, customers may cancel for a prorated refund of the unused full months remaining at the time of the request.
• Discounts applied to annual plans are clawed back from the refund (refund is calculated against the equivalent monthly list price for months already used).
• Prorated refunds are issued within ten (10) business days.

6.3 Trial Conversions

• Where a free or discounted trial converts to a paid Subscription, the first paid Billing Cycle is covered by the Section 4 money-back guarantee.

07Add-On Packs (SMS / Email Capacity)

08Pay-As-You-Go (PAYG) Charges

Because Virely Growth Suite does not use PAYG billing, the remainder of this section does not apply to Virely Growth Suite. Refer to Section 6 (Subscription Refunds) for the governing refund rules.

09Service Outages & SLA Credits

Virely targets 99.9% monthly uptime for Virely Growth Suite. Where uptime falls below target due to causes within Virely’s reasonable control, the following Service Credits apply:

Exclusions

• Scheduled maintenance announced at least forty-eight (48) hours in advance.
• Third-party provider outages (Stripe, SendGrid, Supabase, Vercel, Twilio, upstream telecom carriers).
• Force majeure events.
• Customer-side issues (misconfiguration, expired credentials, exceeded plan limits, DNS failures).

How to claim

Submit a written credit claim to billing@virely.co within thirty (30) calendar days of the end of the affected month, citing the outage window. Service Credits are applied to the next invoice and do not stack across overlapping windows.

10Cancellation

10.1 Self-service cancellation

• Customers may cancel from within virely.co billing settings or by emailing billing@virely.co.
• Cancellation stops all future renewals. Access continues through the end of the current Billing Cycle.
• Cancellation does not by itself entitle the customer to a refund; refund eligibility is governed by Sections 4 through 9.

10.2 Effect on data

• Customer data is retained for ninety (90) calendar days after cancellation.
• After ninety (90) days, customer data is permanently deleted from production systems, subject to legal hold and audit retention requirements.
• Customers may request a data export prior to deletion by emailing support@virely.co.

10.3 Reactivation

• Cancelled accounts may be reactivated within the 90-day retention window at the same plan and rate, subject to availability of the tier and current pricing.
• Reactivation after the 90-day window is treated as a new Subscription. The new-customer money-back guarantee does not apply a second time.

11Termination by Virely

11.1 Termination for cause

Virely may suspend or terminate an account immediately and without refund for any of the following:

• Fraud, payment chargeback abuse, or impersonation.
• Violation of the Terms of Service, Acceptable Use Policy, or Code of Conduct.
• Use of the platform for unlawful activity, harassment, spam, or content that violates carrier or email-provider rules.
• Failure to pay any invoice that remains past due more than fifteen (15) calendar days after written notice.

11.2 Termination without cause

If Virely terminates an account without cause, the customer is entitled to a prorated refund of any prepaid Subscription fees covering the unused portion of the current Billing Cycle. Add-On Packs and PAYG charges already accrued are not refunded.

12Chargebacks & Payment Disputes

• Customers are required to contact Virely at billing@virely.co before initiating a chargeback with their card issuer.
• Filing a chargeback without first attempting resolution may result in immediate account suspension pending review.
• If a chargeback is determined to have been filed against a valid charge, the account may be terminated for cause.
• If Virely determines a charge was invalid, we will withdraw any contest of the chargeback and waive any administrative fees.

13Non-Refundable Items

The following are not refundable except where required by applicable law:

• One-time setup, onboarding, migration, or professional-services fees, unless the work was not delivered.
• Third-party fees passed through to the customer (e.g., telecom carrier surcharges).
• Charges to accounts terminated for cause under Section 11.1.

14How to Request a Refund or Credit

To request a refund or Service Credit, email billing@virely.co with:

• The Account Owner’s name and the email associated with the account.
• The platform (Virely Growth Suite).
• Invoice number(s) and charge date(s) in question.
• A brief description of the reason for the request.
• Supporting evidence (screenshots, error messages, outage windows).

Virely will acknowledge requests within two (2) business days and resolve them within ten (10) business days. Approved refunds are processed via Stripe to the original payment method; bank-side posting typically takes an additional five (5) to ten (10) business days.

15Virely Growth Suite-Specific Notes

16Governing Law & Dispute Resolution

• This Policy is governed by the laws of the State of Georgia, United States.
• Any dispute that cannot be resolved through good-faith discussion will be submitted to binding arbitration administered by the American Arbitration Association (AAA) in Atlanta, Georgia.
• Nothing in this section limits a customer’s rights under applicable U.S. consumer-protection law.

17Changes to This Policy

• Virely may update this Policy from time to time. The current version is always available at virely.co.
• Material changes will be communicated to Account Owners by email at least fourteen (14) calendar days before they take effect.
• Continued use of Virely Growth Suite after the effective date constitutes acceptance of the updated Policy.

18Contact