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Refund and Cancellation Policy

This policy applies to consumers who buy a paid Vilkax plan. It forms part of the Terms of Service and adds detail to the subscription clause there. If you buy on behalf of a business, the Business Terms apply instead and this policy does not.

Nothing in this policy limits the rights you have by law. Where this policy gives you more than the law does, you get the more generous of the two.

Plans and prices

The free plan is free, without time limit, and is not a trial. Paid consumer plans are billed monthly or yearly by card through our payment provider, Stripe. Current prices are shown in euro, inclusive of VAT where applicable, on the pricing page and at checkout, before you confirm payment. On the mobile apps paid plans are shown for information only: the apps do not sell subscriptions, and no subscription is bought through Apple or Google. Prepaid AI credits are the one exception: they can also be bought inside the apps, and the section on AI credits below says who handles refunds for them.

Your statutory right of withdrawal

If you are a consumer in the European Union or the European Economic Area, you may withdraw from a paid subscription within 14 days of the day the contract is concluded, without giving any reason. This right comes from Directive 2011/83/EU as implemented in Lithuania and in your own country; for consumers resident in Spain it is Article 102 of the consolidated consumer protection law (Real Decreto Legislativo 1/2007).

Because Vilkax starts protecting you as soon as you pay, we ask you at checkout, with a separate box that is not pre-ticked, to request that the service begins during the withdrawal period and to acknowledge what that means:

If that box was not shown to you, or you did not tick it, the 14 days run in full and a withdrawal entitles you to a full refund.

To withdraw, tell us clearly that you are withdrawing: by email to support@vilkax.com, through the contact form, or with the model form below. It is enough to send your withdrawal before the 14 days end. We confirm receipt by email without delay.

We refund using the payment method you used, within 14 days of receiving your withdrawal, and charge you nothing for the refund itself.

Model withdrawal form

You may use this form, but you do not have to.

To: Vilkaks UAB, Naujoji Uosto g. 10, LT-92122 Klaipėda, Lithuania, support@vilkax.com. I hereby give notice that I withdraw from my contract for the following service: Vilkax subscription (plan name). Ordered on (date). Name of consumer. Address of consumer. Email used for the account. Signature of consumer (only if this form is sent on paper). Date.

Our money-back guarantee

On top of the statutory right, and never instead of it: if you are not satisfied with your first paid subscription, tell us within 14 days of your first payment and we refund it in full, whether or not you used the service. This applies once per account, to the first paid period, and not to renewals.

Cancelling a subscription

You can cancel at any time in Settings, in two taps, or by writing to support@vilkax.com. Cancelling stops the next renewal; the plan stays active until the end of the period you have already paid for, and we do not refund the remaining part of that period except where this policy or the law says otherwise. You keep the free plan afterwards, with your data intact, unless you also delete your account.

Renewals

Monthly and yearly plans renew automatically at the end of each period at the price then in force, until you cancel. The renewal date and the amount are shown in Settings and on every receipt. If a renewal payment fails we tell you by email; if it keeps failing the plan lapses to the free plan and nothing further is charged.

Price changes

If we increase the price of your plan, we tell you by email and in the app at least 30 days before the new price applies to you. You may cancel before that date and the old price applies until then. A price change never applies retroactively to a period you have already paid for.

Changes to what you bought

Upgrades take effect immediately, and we charge only the difference for the rest of the current period. Downgrades take effect at the next renewal. If we withdraw a feature that was a material part of the plan you paid for, you may cancel and receive a proportionate refund of the prepaid period.

If the service does not work as described

Separately from withdrawal and from the guarantee, you have the remedies of Directive (EU) 2019/770 on digital content and services, as implemented in your country: if the service does not conform to its description, you may require us to bring it into conformity, and if we cannot do that within a reasonable time, or the problem is serious, you may have the price reduced or end the contract and be refunded. Tell us first at support@vilkax.com; we would rather fix it. Our Terms of Service say what Vilkax does and does not undertake, and a threat that was missed despite reasonable care is not a lack of conformity.

AI credits

AI credits are a prepaid balance for AI features, sold in packs of €5, €10 and €20. One credit is worth €0.01 of AI usage: a standard AI request uses 1 credit, a complex request 10 credits, and a voice clip 2 credits. Credits are used only after the AI allowance included in your plan for that day has been used up, so you never spend credits on usage your plan already covers. Credits expire 12 months after the purchase of the pack they came in. They belong to your account, cannot be transferred to another account and have no cash value: they cannot be exchanged for money except by a refund under this section.

Bought on the website or the desktop app (through Stripe). Credits are digital content that we supply immediately. At checkout we ask you, with a separate box that is not pre-ticked, to request immediate supply and to acknowledge that you thereby lose the 14-day right of withdrawal; this is the exception in Article 16(m) of Directive 2011/83/EU, as implemented in Lithuania and in your own country (for consumers resident in Spain, Article 103(m) of Real Decreto Legislativo 1/2007). If that box was not shown to you, or you did not tick it, the 14-day right of withdrawal applies in full. Even where you have lost that right, if you ask us within 14 days of the purchase we refund the credits of that pack you have not used, proportionately, to the payment method you used. Write to support@vilkax.com or use the contact form.

Bought in the iPhone, iPad or Mac app. The purchase is made with Apple, and Apple decides refunds under its own terms; request one at reportaproblem.apple.com. We cannot refund an App Store purchase ourselves.

Bought in the Android app from Google Play. The purchase is made with Google, and Google's refund policy for Google Play applies; request a refund through Google Play.

When a pack is refunded or charged back. If a pack is refunded, by us, by Apple or by Google, or a payment for it is reversed by a chargeback, the credits of that pack still in your balance are removed. Credits already used are not charged again.

If you delete your account. Deleting your account erases your credit balance, and unused credits are not paid out. We keep only the minimal payment records the law requires us to keep, for as long as it requires, as described in our Privacy Policy. If you have unused credits from a recent purchase, ask for a refund under this section before you delete the account.

Refunds in other cases

We also refund the unused part of a prepaid period, proportionately, where the Terms of Service say we do: when you reject a change to the Terms that is to your disadvantage, when we end the service or your plan for reasons other than your breach, when a force majeure event lasts more than 30 days, and when we assign the contract to a successor in a way that is to your disadvantage. We do not refund where we terminate your account for a serious breach of the Acceptable Use Policy.

Chargebacks

If you dispute a charge with your bank instead of asking us, we lose the ability to help quickly, and the card network may take weeks. Please write to us first. Where a chargeback succeeds for a period you used, we may suspend paid features on the account until the matter is settled.

Taxes and invoices

Prices include VAT at the rate applicable to consumers in your country where the law requires us to charge it. A receipt for every payment is emailed to you; if you need an invoice with particular details on it, ask support@vilkax.com.

Complaints

Write to support@vilkax.com first; we acknowledge within five working days and aim to resolve within 30. If you are not satisfied you may use the consumer bodies named in our Legal Notice, including the consumer authority of your own country of residence. Nothing in this policy stops you going to court.

Language

This policy is published in English. Where a translation differs from the English text, the English text prevails, without prejudice to your right to receive pre-contractual information in a language the law of your country requires.

Last updated: 2026-10-24 · Version v2