Refund Policy

This refund policy covers the SaaS products, services, and technologies (collectively referred to as the "Products") provided by Vyklow Analytics Pty Ltd under any ongoing agreement. It's designed to establish clear expectations for refunds, cancellations, and returns while protecting both our customers and our business operations.

By purchasing or subscribing to our Products, you agree to abide by this refund policy and to comply with all applicable laws and regulations. This policy works in conjunction with our Terms of Service and Acceptable Use Policy located at www.vyklow.com.

We, Vyklow Analytics Pty Ltd, reserve the right to review and amend this refund policy at our sole discretion. Upon doing so, we will update this page. Any changes to this refund policy will take effect immediately from the date of publication.

This policy was last reviewed on 28 August 2025.

When We Provide Refunds

We will provide refunds in the following circumstances:

Technical service failures

  • Significant technical problems that prevent proper functioning of our SaaS Products for more than 48 consecutive hours

  • Service unavailability exceeding our stated uptime commitments as detailed in our service level agreements

  • Critical bugs that materially impact your ability to use the Products as described, provided our technical requirements were met

  • Complete inability to access your account or data due to system failures on our end

Products not as described

  • The SaaS Products do not substantially perform the core functions we advertised at the time of purchase

  • Missing essential features that were explicitly promised in our marketing materials or sales communications

  • Material discrepancies between our documented capabilities and actual Product performance

Billing errors and unauthorised charges

  • Unauthorised charges to your payment method that were not initiated by you or an authorised user on your account

  • Incorrect billing amounts, duplicate charges, or erroneous fee calculations

  • Charges that continue after successful cancellation and confirmation of termination

Early cancellation within refund window

  • Full refund available within 7 days of initial subscription for monthly plans, provided usage has not exceeded our fair use thresholds

  • Full refund available within 14 days of initial subscription for annual plans, subject to usage limitations

  • Refund requests after these initial windows will be calculated on a prorated basis for unused time

  • Refund eligibility requires that your usage remains within reasonable limits (defined as fewer than 10 active projects, less than 1GB of data processed, and fewer than 100 API calls)

  • Refunds after the initial cancellation window are calculated on a prorated basis for the unused portion of your subscription period

When We Do Not Provide Refunds

We do not provide refunds in the following circumstances:

  • Change of mind after the refund window has expired or usage thresholds have been exceeded

  • Failure to cancel your subscription before the next billing cycle begins

  • Dissatisfaction with features that were clearly documented in our product specifications prior to purchase

  • User error, failure to follow documented procedures, or misunderstanding of Product capabilities

  • Issues arising from third-party integrations, services, or software not provided by Vyklow Analytics Pty Ltd

  • Violation of our Acceptable Use Policy resulting in account suspension or termination

  • Requests made more than 90 days after the billing date in question

  • Deliberate misuse of our Products or attempts to circumvent usage limitations

Customer Responsibility and Account Termination

We regard our customers as being responsible for their own actions as well as for the actions of anyone using our Products with the customer's permission. This responsibility extends to compliance with our refund policy terms.

If a customer violates our Acceptable Use Policy, Terms of Service, or this refund policy, we reserve the right to terminate any Products associated with the offending account without notice. To the extent permitted by law, no credit or refund will be available for interruptions of service resulting from any violation of our policies.

Upon refund approval and account termination:

  • Your access to the SaaS Products will be immediately terminated

  • Your account data will be retained for 30 days to allow for potential data export

  • After 30 days, your data may be permanently deleted and cannot be recovered

  • Future access to promotional pricing may be restricted

  • You may be required to agree not to create new accounts to circumvent this policy

Subscription Management and Billing

Cancellation process

You may cancel your subscription at any time through your account dashboard or by contacting our support team. Upon cancellation:

  • Your subscription will remain active until the end of the current billing period

  • You will retain access to the Products until the subscription expires

  • No further charges will be made to your payment method

  • Automatic renewal will be disabled

Fair use and capacity restrictions

We provide our facilities with the assumption your use will be "business as usual", as per our offer schedule. If your use is considered excessive during the refund period, additional fees may be charged or refund eligibility may be restricted.

Prorated refunds

For eligible refund requests made after the initial refund window:

  • We will calculate refunds based on the unused portion of your subscription period from the date of approved refund request

  • Refunds are calculated as a daily rate from approval date to the end of your current billing cycle

  • No refunds will be provided for periods already consumed or accessed

  • Prorated calculations are based on the daily equivalent of your subscription fee

  • Monthly subscriptions are not eligible for prorated refunds due to their short billing cycle

Free Trials and Promotional Offers

Free trial periods

If you cancel during a free trial period, no charges will be made to your payment method. Free trials automatically convert to paid subscriptions unless cancelled before the trial expires. Fair use limitations apply during trial periods.

Promotional pricing

Special promotional offers may have modified refund terms that will be clearly communicated at the time of purchase. Standard refund terms apply unless explicitly stated otherwise in writing.

Refund Process and Timeline

How to request a refund

To request a refund, you must:

  1. Contact our support team via our website contact form

  2. Provide your account details, order information, and payment references

  3. Clearly describe the specific reason for your refund request with supporting documentation

  4. Submit your request within the applicable time limits specified in this policy

Processing and approval

  • Refund requests are reviewed within 5 business days of receipt

  • We may require additional information or documentation to process your request

  • Approved refunds are processed within 10 business days of approval

  • Refunds are issued to the original payment method used for purchase

  • Processing time for refunds to appear in your account depends on your payment provider

Data Handling and Privacy

Upon cancellation or refund, your personal information and account data will be handled in accordance with our Privacy Policy. Key points include:

  • Account data retention for 30 days post-cancellation

  • Permanent deletion of data after the retention period unless legal obligations require longer retention

  • Your right to export data during the retention period

  • Compliance with applicable data protection laws in all jurisdictions where we operate

Dispute Resolution and Contact Information

Before initiating any formal dispute proceedings, we encourage you to contact our support team to resolve the matter directly. Most refund issues can be resolved through good faith communication.

For refund requests or questions regarding this policy:

Vyklow Analytics Pty Ltd
Website: www.vyklow.com

About This Policy

This policy outlines the circumstances under which we provide refunds for our Products. The examples provided are not exhaustive, and we reserve the right to assess each refund request on its individual merits.

We reserve the right to modify this policy at any time by publishing the revised version on our website. The revised version will be effective from the earlier of:

  • the date you use our Products after we publish the revised version on our website; or

  • 30 days after we publish the revised version on our website.

Governing Law

This refund policy is governed by and construed in accordance with the laws of Australia. You irrevocably submit to the exclusive jurisdiction of the courts in that State or location.