Transparent information about payments, cancellations, refund requests and billing support for Vertex Core services.
Customers must pay the fees displayed during checkout or otherwise agreed in writing before the applicable service is activated. Customers are responsible for providing accurate billing information and ensuring their selected payment method is authorized.
Service activation may be delayed while a payment is pending verification or has not been successfully received.
Refund eligibility depends on the purchased service, the applicable offer and any refund terms presented at the time of purchase. Not every service or payment is eligible for a refund.
Customers should review plan specifications, billing periods, included resources and restrictions before buying.
Unless required by applicable law or expressly stated otherwise, the following items may be non-refundable:
To request a refund review, contact our support team through the official contact details on this website. Include your account email, order reference, service name and a clear explanation of your request.
Do not include passwords, full payment-card details or other unnecessary sensitive information.
Each request is reviewed according to the applicable service terms, payment records and relevant circumstances. We may contact you for additional information before making a decision.
If approved, processing time may depend on the original payment provider or financial institution.
Customers who wish to stop a recurring service should submit a cancellation request through the available account or support channels before the next renewal date.
Cancellation stops future renewals according to the applicable billing terms. It does not automatically guarantee a refund for a previous payment or unused portion of a billing period.
Back up your files and retrieve required data before the service is terminated.
Where recurring billing applies, a service may renew for the billing period selected at checkout. Customers should review the renewal date and cancel before renewal if they do not wish to continue.
Renewal charges and cancellation requirements are subject to the terms presented for the relevant service.
If you believe a charge is incorrect, contact support first so we can review the transaction and attempt to resolve the issue.
We may provide relevant order, payment and service records to a payment processor or financial institution when responding to a payment dispute. This policy does not limit rights provided by applicable law.
An unsuccessful, reversed or pending payment may prevent a service from being activated or renewed. If a payment appears to have been deducted but the order is not confirmed, contact support with the transaction reference so it can be investigated.
Promotional pricing, discounts, credits and special offers may have additional conditions. Any special refund or cancellation terms stated with an offer apply to that offer, subject to applicable law.
A suspension resulting from non-payment, suspected unauthorized activity or a violation of service terms does not automatically create a right to a refund. Any request will be reviewed under the applicable terms and circumstances.
Vertex Core may update this policy from time to time. Updates will be published on this page with a revised date. Changes will apply as permitted by applicable law and the terms governing your service.
Contact our support team if you have a question about a payment, cancellation or refund request.