1. Cancellation
Cancellation stops renewal. If you cancel, your subscription will not renew for the next term.
Access continues through the paid term. If you have paid for a semi-annual or annual term, you generally retain access until the end of that term (unless access is suspended for misuse or a legal requirement).
2. Refunds
Prepaid fees are generally non-refundable, except where required by law or explicitly agreed in a signed contract (Order Form, MSA, or Pilot Addendum). This approach is common in B2B software because it keeps pricing predictable and prevents disputes about “unused time” after a term has begun.
3. Billing mistakes
If we make a billing error (for example, a duplicate charge or wrong amount), we will correct it. This typically means refunding the incorrect charge, issuing a credit, or both, depending on what’s appropriate and what your contract allows.
4. Discretion
Even though the default rule is non-refundable prepaid fees, we recognize real life has edge cases. We may, at our discretion, offer a credit or partial refund in situations such as a material service failure that meaningfully prevents use of the Service, an early pilot termination where both parties agree a wind-down is the best outcome, or other exceptional circumstances. This is not an entitlement, and it doesn’t change the default rule — but it does mean we’re open to resolving issues in a reasonable, human way.
5. Pilot-specific posture
If you are in a pilot (typically defined by a Pilot Addendum), pilot-specific cancellation or wind-down terms are written into that addendum. Where not explicitly written, the default in this policy applies, with any exceptions handled case-by-case.
6. How to request a cancellation or billing review
Email support@vizuna.com with your organization name, the invoice or contract reference (if available), what outcome you’re requesting (cancel renewal, billing correction, etc.), and the reason at a high level — no sensitive personal data needed.
7. Conflicts with contracts
If you have a signed MSA, Order Form, or Pilot Addendum with Vizuna, that contract controls where it conflicts with this policy.