Refund Policy

Last Updated: October 2025

At VitaIQ | Law | Monitor ("VitaLaw Monitor," "we," "us," or "our"), we stand behind the quality of our FINTRAC compliance monitoring service. This Refund Policy explains when and how you can request a refund for our Service.

1. Conditional Refund Policy

We offer refunds under the following conditions:

• Technical Issues: If the Service is unavailable or non-functional for more than 72 consecutive hours within your first 14 days
• Service Not as Described: If the core monitoring features described on our website are not provided within the first 14 days
• Billing Errors: If you were incorrectly charged or charged for a service you did not authorize
• Timeframe: Refund requests must be submitted within 14 days of your initial subscription date for service-related issues

How to Request: Email refunds@vitaiq.ca with your account email, detailed explanation of the issue, and supporting documentation. We will review each request within 2-3 business days. Approved refunds are processed within 5-10 business days.

2. Pro-Rated Refunds (Exceptional Circumstances)

Generally, we do not provide pro-rated refunds for partial billing periods. However, we may issue pro-rated refunds in the following exceptional circumstances:

• Service Outages: Extended service outages lasting more than 72 consecutive hours
• Billing Errors: If we accidentally charge you incorrectly
• Duplicate Charges: If you were charged twice for the same subscription period
• Unauthorized Charges: If your account was compromised and unauthorized charges occurred

To request a pro-rated refund for exceptional circumstances, contact support@vitaiq.ca with details and documentation.

3. No Refunds After 14 Days

Refunds are generally not available after 14 days from your initial subscription date, except in the exceptional circumstances listed above (billing errors, service outages, unauthorized charges).

Why: After 14 days, we have already incurred costs for monitoring, AI analysis, email alerts, and infrastructure to support your account. However, you can cancel your subscription at any time to prevent future charges.

4. Cancellation Policy

You can cancel your subscription at any time:

• How to Cancel: Through your account settings or by emailing support@vitaiq.ca
• Effect: Cancellation takes effect at the end of your current billing period
• Access: You retain access to the Service until the end of your paid period
• No Partial Refunds: We do not refund unused time within a billing period (except as noted above)

Example: If you pay for a monthly subscription on January 1st and cancel on January 15th, you'll have access until January 31st, but you won't receive a refund for the unused portion (January 15-31).

5. Annual Subscription Refunds

For annual subscriptions:

• First 14 Days: Conditional refund available if service requirements are not met (see Section 1)
• After 14 Days: No refunds, but you can cancel to prevent auto-renewal for the next year
• Benefit: Annual plans save you money (typically 2 months free compared to monthly billing)

We recommend starting with a monthly plan if you're unsure about committing to an annual subscription.

6. Downgrade Refunds

If you downgrade from a higher-tier plan (e.g., Professional to Starter):

• No Partial Refunds: We do not refund the price difference for the current billing period
• Next Billing Cycle: The downgrade takes effect at your next renewal date
• Immediate Downgrade: If you need to downgrade immediately, contact support@vitaiq.ca and we'll manually adjust your plan, but no refund will be issued

7. Upgrade Charges

If you upgrade from a lower-tier plan (e.g., Starter to Professional):

• Immediate Access: You get immediate access to upgraded features
• Pro-Rated Charge: You'll be charged a pro-rated amount for the remainder of your billing period
• Next Renewal: Your next renewal will be at the new plan's full price

8. Chargebacks and Disputes

Please Contact Us First: If you have a billing issue or question, please contact us at billing@vitaiq.ca before initiating a chargeback with your credit card company.

Chargeback Policy:

• Initiating a chargeback without first contacting us may result in immediate account suspension
• If a chargeback is ruled in your favor, your account will be permanently closed
• Frivolous chargebacks may be disputed, which could affect your credit

We're committed to resolving billing issues fairly and quickly. Most issues can be resolved within 24-48 hours.

9. Refund Processing Time

Once a refund is approved:

• Processing: We process refunds within 5-10 business days
• Credit Card: Refunds appear on your statement within 5-10 business days after processing
• Invoice Payments: Refunds for invoice payments (Enterprise) may take 10-15 business days

You will receive an email confirmation when your refund has been processed.

10. Non-Refundable Items

The following are non-refundable:

• Add-On Services: Custom compliance reports, dedicated training sessions (unless unused)
• Third-Party Costs: Payment processing fees charged by Paddle/Stripe
• Setup Fees: If any one-time setup fees were charged (typically not applicable)

11. Force Majeure and Service Interruptions

We are not liable for refunds due to:

• Events beyond our reasonable control (natural disasters, government actions, internet outages)
• Scheduled maintenance (with advance notice)
• Brief service interruptions (less than 72 hours)

However, we strive for 99.9% uptime and will work diligently to restore service as quickly as possible.

12. Changes to This Refund Policy

We may update this Refund Policy from time to time. We will notify you of material changes by email or by posting a notice on our website at least 30 days before changes take effect. Changes will not affect refund requests submitted before the effective date.

13. Contact Us

If you have questions about this Refund Policy or need to request a refund, please contact us:

VitaIQ | Law | Monitor
Refunds & Billing:
Email: refunds@vitaiq.ca
Billing: billing@vitaiq.ca
Support: support@vitaiq.ca
Website: https://vitalaw.app

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Refund Request Checklist

To request a refund, please include:
✓ Your account email address
✓ Date of your initial subscription
✓ Plan name (Starter, Professional, or Enterprise)
✓ Detailed explanation of the issue (required for conditional refunds)
✓ Supporting documentation (screenshots, error logs, etc.)
✓ Preferred refund method (original payment method or specify alternative)

Send to: refunds@vitaiq.ca
Expected Response: 24-48 hours
Processing Time: 5-10 business days

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Summary of Key Points

We stand behind the quality of VitaLaw Monitor. If you experience service issues, we're here to help.