Refunds & Cancellation Policy

1. Free trial

New Creator and Studio subscriptions include a 14-day free trial. A valid payment method is required at signup. You will not be charged during the trial and can cancel any time from your billing settings. If you cancel before the trial ends, no charge is made.

2. Cancelling your subscription

You can cancel at any time from your dashboard's billing portal. Cancellation takes effect at the end of your current billing period — you keep access until then. We do not pro-rate partial months.

3. Refund window

We offer a no-questions-asked refund within 7 days of your first paid charge on a new subscription, provided that the account has not exceeded reasonable production usage (no more than 2 hours of streaming, no more than 10 GB of recording storage, no published VODs). Email billing@vizuallive.com from the address on the account.

Renewal charges (month 2 onward, or year 2 onward for annual plans) are non-refundable; use the cancellation flow before your next billing date to avoid further charges.

4. Annual plans

Annual subscriptions follow the same 7-day refund window from the original purchase. After that window, the annual payment is non-refundable, but you can cancel renewal at any time and continue using the Service through the end of the paid term.

5. Service interruptions

If a confirmed VIZUAL LIVE-side outage causes you to miss a scheduled stream, contact billing@vizuallive.com within 7 days of the incident with the channel and approximate time. We will issue a service credit proportional to the disruption. Third-party destination outages (YouTube, Twitch, etc.) are not eligible for credit.

6. Viewer tips

Tips sent to creators are processed by Stripe and treated as final once captured. If you believe a tip was made in error or fraudulently, contact billing@vizuallive.com within 14 days. We will review with the creator and, where appropriate, reverse the transaction. Disputes filed directly with your card issuer may result in the originating creator account being placed on hold pending resolution.

7. Statutory rights

Nothing in this policy limits non-waivable consumer rights granted by the law of your country of residence (for example, EU/UK distance-selling withdrawal rights). Where those rights apply, they take precedence over the windows above.

8. How to request a refund

Email billing@vizuallive.com from the address on the account with:

• Your account email and (if known) the Stripe receipt number.
• The charge date and amount.
• A brief reason (optional, but it helps us improve).

Approved refunds are returned to the original payment method within 5–10 business days.