Refunds & Cancellation Policy

1. What you are buying

nvault Pro and nvault Team are recurring subscriptions to a hosted software service. There is no physical product and nothing is shipped. Access is provisioned immediately after a successful payment, so a subscription is a service that begins at once with your consent.

2. Who processes your payment

Payments are handled by our Merchant of Record, Polar (polar.sh). Polar is the seller of record, issues your invoice, collects and remits applicable taxes, and holds your card details. nvault never sees or stores card data. Polar's own terms and refund handling apply to the payment transaction in addition to this policy.

3. Cancelling a subscription

• Pro: cancel any time from Settings → Billing in the app, which opens the customer portal. Your Pro features remain active until the end of the current billing period; you are not charged again.
• Team: the organization owner can cancel from the organization's billing page. The organization keeps Team features until the end of the current period, then becomes read-only (existing files can still be pulled; new pushes and new projects are blocked) until a subscription is started again.
• Cancelling stops future renewals. It does not, by itself, trigger a refund of the current period.
• You can also cancel by emailing hello@nvault.dev.

4. Refunds

We want you to be happy with nvault. Refunds are issued as follows:

• 14-day goodwill refund. If you are dissatisfied for any reason, contact us within 14 days of your first payment or of a renewal and we will refund that payment in full.
• Service failure. If a confirmed, prolonged fault on our side prevented you from using a paid feature, we will refund a pro-rata amount for the affected period.
• Accidental or duplicate charges are refunded in full on request.
• Downgrades and tier changes for Team are prorated automatically by Polar; you are credited or charged the difference.

Outside the situations above, payments for a billing period already in progress are generally non-refundable, because the service was available to you throughout that period. This does not affect any non-waivable rights you have under the Consumer Protection Act, 2019 or other mandatory consumer law that applies to you.

5. What is never refundable

• Loss of access caused by a forgotten vault passphrase — the zero-knowledge design means we never held it.
• Charges older than 12 months.
• Fees where the account was terminated for breach of the Terms of Service or the Acceptable Use Policy.

6. How to request a refund

Email hello@nvault.dev from your account email address with:

• the account or organization name;
• the approximate date and amount of the charge;
• a short description of the reason.

We acknowledge refund requests within 2 business days and, where approved, Polar processes the refund to your original payment method. Banks typically take 5–10 business days to post it.

7. Chargebacks

If you believe a charge is wrong, please contact us first — we can almost always resolve it faster than a bank dispute. Accounts with an unresolved chargeback may be suspended pending resolution.

8. Contact

Billing questions: hello@nvault.dev. If a refund request is declined and you disagree, reply to that thread and we will review it again; you can also raise the dispute with our Merchant of Record, Polar, who issued your invoice.