Refunds and cancellations
vox works on prepaid credits, and you only pay for answers. Here's what happens to your money in every case.
01Misses cost nothing
A lookup that finds nothing, times out or fails costs no credits. They go straight back to your balance; you don’t need to ask.
02Credits aren't refundable
Credits are a prepayment for lookups. Once bought, they can’t be refunded or exchanged for money, in full or in part, including when an account is closed.
03When we do refund
We refund the money in full when:
- a payment failed, but the money still left your account;
- you were charged twice for the same purchase;
- we charged you by mistake, for example the wrong amount.
If you paid but the credits never reached your account, we’ll add them at once, or refund you if you’d rather.
04How to ask
Write to hello@voxelised.com within 30 days of the payment, with your account email, the payment date, the amount and the payment ID from your receipt. We’ll look into it and reply within two working days.
05When the money arrives
Approved refunds go back to the way you paid. Our payment provider, Razorpay, usually takes 5 to 10 working days to return the money, and your bank may take a little longer to show it.
06Cancelling
- vox has no subscription to cancel: you buy credits when you need them, and you can stop using vox at any time.
- To close your account, write to hello@voxelised.com. Unused credits aren’t refunded when an account is closed.
- If you’ve agreed a monthly arrangement with us, its own terms say how to cancel it.
07Expiry
Credits you buy are valid for 12 months from the day you buy them. Unused credits lapse after that and aren’t refunded.
08More
The terms of service cover credits and payment in full, and the pricing page lists what each lookup costs.