Refunds

Summary#

Metric Vault subscription payments are final under our terms. If you believe a charge was made in error, contact us within 14 days of the charge and we will investigate in good faith. There is no refund button in the product: money refunds are issued by our team through the payment processor. Separately, if a tool run consumed credits it should not have, support can restore those credits to your monthly allowance without any money changing hands.

Purpose#

Two different things get called a refund, and confusing them wastes everyone's time:

• A money refund returns a charge to the card that paid it. This is a commercial decision governed by our terms, handled by a person.
• Restoring credits puts spent allowance back on your account for the current month. This costs nothing, is quick, and is the right remedy when a run charged you but did not deliver.

This page covers how to ask for each, and what the answer is likely to be.

The policy#

From our terms of use, section 4.4:

And from section 14, on termination:

The practical reading: an unused month is not refundable, and cancelling mid-term does not produce a pro-rated credit. What the 14-day window is for is a charge that should not have happened — a duplicate, a plan you did not buy, a renewal after a cancellation that was confirmed.

Requirements#

Before you contact us, have these to hand:

• The email address on the Metric Vault account.
• The invoice number, date and amount from the billing portal.
• What you expected to be charged, and what you were charged.
• The date of the charge, so we can confirm it is within the 14-day window.

Permissions#

Anyone can raise a refund request, but it is assessed against the account that holds the subscription, so write from or name that email address. Refunds are processed by Metric Vault staff through the payment processor. There is no self-serve refund, and no role in the product — owner, admin or otherwise — that can issue one.

Restoring credits is a support action too. It is applied to a named account for the current calendar month.

Navigation Path#

There is no refund screen in the dashboard. The path is to gather the evidence and then email us:

Dashboard → user menu → Account → Manage Billing for the invoice, then support@metricvaultai.com

Step-by-Step Guide#

Request a money refund

1. Sign in with the email address on the subscription.
2. Go to Dashboard → user menu → Account and click Manage Billing.
3. In the billing portal, open the invoice for the charge in question and note the invoice number, date and amount.
4. Email support@metricvaultai.com within 14 days of the charge. Include the account email address, the invoice number, the amount, and a short description of why you believe the charge was an error.
5. We investigate and reply. If a refund is approved, it is issued to the original payment method through the payment processor. How long it takes to appear on your statement is set by your bank, not by us.
6. A refund does not by itself cancel the subscription. If you also want it to stop, cancel it in the portal. See Cancelling your subscription.

Ask for credits to be restored

1. Note the tool, the date and the approximate time of the run that charged you.
2. Email support@metricvaultai.com describing what happened — for example, the run failed, or it returned nothing usable but the usage indicator moved.
3. If the request is accepted, the credits are added back to your current month's allowance. The usage indicator in the dashboard header reflects it as soon as you reload.

Two limits on credit restoration to be aware of:

• It applies to the current calendar month only. Once the month rolls over at 00:00 UTC on the 1st, the previous month's counter is no longer the one in use, and restoring it changes nothing.
• It does not restore the separate AI Recommendations allowance, which is counted independently. See Quotas and rate limits.

Examples#

Screenshots#

Tips#

• Raise it early. The 14-day window is measured from the charge, not from when you noticed it.
• Include the invoice number. It removes an entire round trip.
• If your issue is a failed run rather than a wrong charge, say so explicitly — restoring credits is quicker than a refund and is usually the fix you actually want.
• Do not open a bank dispute before contacting us. A chargeback ends the subscription and makes the account harder to restore.

Limitations#

• Payments are final under our terms; there is no automatic or guaranteed refund, and no pro-rated refund for cancelling mid-term.
• There is no refund action in the dashboard, and none in the billing portal.
• Deleting your account does not refund prepaid fees. See Deleting your account.
• Credit restoration cannot reach past months and does not touch the AI Recommendations allowance.
• Metric Vault does not issue account credit or coupons as an alternative remedy; there is no promotion-code field at checkout.

Troubleshooting#

FAQs#

Can I get a refund for a month I did not use? Payments are final under our terms. An unused month is not by itself grounds for a refund, though you are welcome to raise it.

Do I get a partial refund if I cancel mid-month? No. Cancellation takes effect at the end of the period you have paid for, and you keep full access until then.

How long do refunds take? Once issued, the time to appear on your statement is set by your bank. We can give you the refund reference if you need to chase it.

Can support give me credits instead of money? Support can restore credits to your current month's allowance where a run charged you and did not deliver. That is a usage adjustment, not a payment.

Is there a refund button anywhere? No. Money refunds are handled by our team.

What about annual plans? The same policy applies. If you are considering an annual plan and want different terms, discuss it with sales before you buy. See Enterprise and custom agreements.