Refunds

Who this covers

Website checkout is processed by Stripe Managed Payments (Link). Stripe is the merchant of record for those charges. This page describes when Vodeq will repair, replace, or ask Stripe to refund a website order, and what happens to licenses when money is returned.

There is no physical merchandise on this website, so there is nothing to ship back. “Returns” means refund or replacement of digital content.

Questions: support@vodeq.com. VODEQ LLC, 6025 Fitchburg Pl, Fort Wayne, IN 46815, United States.

Immediate delivery

License keys, plugins, and downloads are delivered as soon as payment is accepted. At checkout you ask us to start that delivery immediately. For customers in the EEA and United Kingdom, that request means you lose the 14-day withdrawal right that would otherwise apply to digital content once performance has begun with your agreement. Rights that cannot be waived under consumer law remain in place, including the right to a remedy if digital content is not in conformity.

When we refund or replace a website purchase

After delivery, we refund or replace a website purchase when:

• an installer or other file we supplied is defective or cannot be downloaded because of a problem on our side;
• a license key cannot be activated because of a fault in our licensing systems, after we have had a reasonable chance to repair it;
• you were charged in error (duplicate charge, wrong amount, or a payment we cannot match to a fulfilled order); or
• the law requires a refund or other remedy.

We will repair or replace first when that solves the problem. If repair or replacement is impossible or unsuccessful, we will refund the affected amount through Stripe to the original payment method where Stripe allows it.

Host incompatibility, operating-system upgrades, third-party plugin conflicts, lost passwords, shared or leaked keys, and change of mind after a working key or download has been delivered are not, by themselves, grounds for a refund. Promotional, educational, complimentary, and not-for-resale (NFR) licenses are not refundable.

How to ask

Email support@vodeq.com from the address used at checkout. Include the order number or payment receipt, the product name, and a short description of the defect or charge. If activation fails, include the error shown in the plugin or Vodeq Desktop and the approximate time of the attempt.

We may ask for information reasonably needed to verify the account and reproduce the issue. Do not send full payment card numbers.

What happens to licenses

When a website order is fully refunded, we revoke the associated license keys. Activations and offline leases for those keys stop working on the next validation, and download access for that purchase ends. A partial refund may revoke only the affected line items.

Stripe (Link) may also issue a refund for payment, fraud, or consumer-protection reasons without a separate request to Vodeq. We then revoke or freeze the associated licenses to match the refunded amount.

Subscriptions

If you bought a subscription SKU on the website, cancelling stops future renewals. It does not refund the current prepaid period except where this page, Stripe, or the law requires it. Manage or cancel App Store subscriptions in your Apple account.

Trials

Unpaid trials are not purchases. When a trial ends, access ends unless you buy a license. We do not refund a later paid license solely because a trial was used.

App Store purchases

Purchases made through the Apple App Store are billed and refunded by Apple, not by Vodeq. Request those refunds through your Apple account (for example Report a Problem). If Apple refunds a cross-platform product, we revoke or adjust the matching Vodeq license so website and iOS entitlements stay in parity. A website refund does not automatically refund an App Store charge, and an Apple refund does not automatically refund a Stripe charge.

Chargebacks and payment disputes

If you open a dispute or chargeback with your bank or Stripe, we may freeze or revoke associated licenses while the dispute is open. If the dispute is decided in your favor, the licenses remain revoked. If it is decided in our favor, we may restore access. Contacting support@vodeq.com first is usually faster than a chargeback for a fulfillment problem we can repair.

Time

Write as soon as you notice a defect or a wrong charge so we can still match logs, download links, and Stripe records. Mandatory consumer time limits in your country of residence still apply where they cannot be shortened.

Related pages

Delivery of keys and files is described on the Delivery page. License use is described in the Terms of Service.