This policy explains when refunds are available, how cancellations work, and what to do if you have a billing concern.
Virtustructure provisions infrastructure on your behalf from the moment your environment is active. This policy governs refunds and cancellations for all subscription plans and usage-based charges.
You may cancel your subscription at any time from your account settings. When you cancel, your subscription remains active until the end of your current billing period. You will not be charged for subsequent billing periods after cancellation.
No prorated refunds are issued for unused time remaining in a billing period. If you cancel mid-cycle, you retain access to your plan and hosted environments until the billing period expires.
Subscription fees that have already been charged are generally non-refundable. Because Virtustructure provisions infrastructure, compute resources, and hosting capacity on your behalf, costs are incurred from the moment your environment is active.
We may, at our sole discretion, issue refunds or credits in the following circumstances: you were charged in error due to a billing system issue, you were charged after a cancellation that was properly submitted, or you experienced a sustained and verified platform outage that materially prevented you from using the service during a billing period.
Usage-based charges, including compute time, bandwidth, storage, model inference, and API consumption, reflect resources that have already been consumed and are non-refundable. These charges are metered in real time and billed in arrears.
If you believe a usage charge is inaccurate, contact us within 30 days of the charge. We will review the metering data and correct any verified discrepancies.
If you signed up for a free trial and cancel before the trial period ends, you will not be charged. If you do not cancel before the trial expires, your account will automatically convert to a paid subscription and your payment method will be charged at the standard rate.
Refunds are not issued for charges incurred after a trial-to-paid conversion if the cancellation was not submitted before the trial ended.
If you believe a charge is incorrect, we strongly encourage you to contact us directly before filing a dispute with your bank or card issuer. We are committed to resolving billing issues promptly and fairly.
Filing a chargeback or payment dispute without first contacting us may result in suspension of your account and hosted environments pending resolution. Fraudulent chargebacks may result in permanent account termination and recovery of associated costs.
To request a refund or report a billing issue, contact us at support@virtustructure.com with your account email, a description of the charge in question, and the reason for your request. We will review all refund requests within 5 business days and notify you of the outcome.
Approved refunds will be credited to the original payment method. Depending on your bank or card issuer, it may take 5 to 10 business days for the refund to appear on your statement.
We may update this refund policy from time to time. Material changes will be communicated by email or through the platform before taking effect. The version in effect at the time of your purchase or renewal governs your refund rights for that billing period.