1. Try before you pay
Every Vizo account starts with a free allowance of Energy and a daily refill. You can run real sessions with the real tutor before spending anything. We would rather you discover Vizo is not for you while it is free than ask for your money back afterwards.
2. The 14-day guarantee
If you subscribe to Vizo Pro and it is not what you expected, email us within 14 days of your first payment and we will refund it in full. You do not need to justify the request.
The guarantee applies to your first subscription payment. Renewals are covered by section 3.
3. Renewals
Vizo Pro renews automatically until you cancel. We recommend cancelling before a renewal date if you do not intend to continue.
If a renewal charges you unexpectedly — you meant to cancel, or you had not used Vizo in that period — contact us within 7 days of the renewal and we will refund it. We would rather return the money than keep a payment somebody did not mean to make.
4. How to cancel
Cancel at any time from the billing portal linked in your purchase receipt from Lemon Squeezy, or by emailing support@askvizo.com. Cancelling stops future charges; your Pro features remain active until the end of the period you have already paid for, and your courses and saved boards stay in your account afterwards.
5. How to request a refund
Email support@askvizo.com from the address on the account, telling us roughly when you subscribed. You do not need the receipt or an order number, though they speed things up.
- We aim to reply within 2 business days.
- Approved refunds are issued to the original payment method.
- Funds typically appear within 5–10 business days, depending on your bank or card issuer.
6. Who processes the refund
Purchases are handled by our Merchant of Record, Lemon Squeezy, who is the seller of record and processes the refund itself. We authorise it; they move the money. Any tax collected at purchase is refunded along with it.
7. Exceptions
We may decline a refund where:
- The request falls outside the windows described above.
- The account shows use inconsistent with ordinary individual study — for example automated or shared access, or a pattern of subscribing and refunding repeatedly.
- The account was terminated for a breach of our Terms of Service.
Energy is an internal usage unit with no cash value and is not separately refundable, but consumed Energy is never a reason to reduce a refund of your subscription.
8. Your statutory rights
This policy sits alongside, and never replaces, the rights you have by law. Consumers in the EU and UK have a statutory right to withdraw from a distance contract within 14 days; nothing here limits that. Where local consumer law gives you more than this policy does, the law applies.
9. Contact
Anything at all about billing: support@askvizo.com. A real person reads it.