Refund Policy

114-day refund

If Chartvane isn’t right for you, you can ask for a full refund of your package within 14 days of the date you paid. This applies to every package, whether or not you have started using the software, and you don’t have to give a reason.

When we refund your payment, your access to the package ends. Charts and data in your account stay available to export for 30 days, after which they are deleted as described in our Privacy Policy.

After the 14 days have passed, payments aren’t refundable, except where the law requires a refund. The 14-day refund applies once per package for each customer.

2One-time payments

Every package is paid for once, at checkout. There is no subscription, nothing renews automatically, and we won’t charge your card again unless you choose to buy something else, such as an upgrade.

Your payment gives you access to the package you bought, including product updates, for as long as Chartvane is available. Our Terms of Service explain what happens if we ever stop providing it.

3Upgrades

• Moving to a larger package: you pay the difference between the price you paid and the current price of the new package, and the upgrade starts straight away. You can ask for a refund of the upgrade payment within 14 days of paying it, and you then go back to your previous package.
• Moving to a smaller package: you can do this at any time, but we don’t refund the difference once the 14 days after your original payment have passed.

4Closing your account

You can close your account at any time from your account settings, or by emailing [support@yourcompany.com]. Closing your account doesn’t by itself trigger a refund. If you are within the 14 days described in section 1, ask for a refund as described below.

5How to ask for a refund

1. Email [support@yourcompany.com] from the email address on your Chartvane account. If you can’t, tell us the account email address in your message.
2. Include the invoice number from your payment receipt and the name of your package. Telling us why helps us improve, but it’s optional.
3. We’ll reply within 2 business days to confirm whether the refund is approved.

6When you’ll receive your refund

We send approved refunds within 5 business days, in euros, to the card or payment method you used. The refund covers the full amount you paid, including any VAT or sales tax.

Your bank or card provider may take a further 5 to 10 business days to show the refund on your statement. We can’t send refunds to a different card or account.

7When we may refuse a refund

We may refuse a refund that isn’t required by law if:

• the request is made more than 14 days after the payment;
• we have already refunded the same package for you or for the same organisation;
• we suspended or closed the account because it broke our Terms of Service, for example through fraud, misuse or unlawful content; or
• the request is part of a pattern of abuse, such as repeatedly buying and asking for refunds.

None of these limits affect a refund you are entitled to by law.

8Your legal rights

If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel a contract for a service within 14 days of entering into it. When you buy a package, you ask us to give you access straight away. If you cancel within those 14 days, our 14-day refund gives you back everything you paid, which is at least what the law requires.

Nothing in this policy affects your other statutory rights, including your rights if the software is faulty or not as described.

9Card disputes

If there is a problem with a charge, please contact us first. We can usually resolve it faster than your bank. If you open a dispute with your card provider while a refund request with us is still open, we may pause the package until the dispute is settled.

10Contact us

We may update this policy from time to time. The version that applies to a payment is the one published on this page on the date of that payment.