Refund Policy

Effective Date: December 17, 2025 Last Updated: December 17, 2025

1. Introduction

At vitelnk, we want you to be completely satisfied with our video sharing platform. This Refund Policy explains your rights to refunds, cancellations, and our money-back guarantee under European Union consumer protection law.

This policy complies with:

• EU Consumer Rights Directive (Directive 2011/83/EU) - Article 16 (14-day cooling-off period)
• Portuguese Consumer Protection Law (Lei n.º 24/96)
• Portuguese Civil Code (Código Civil)

By subscribing to vitelnk, you acknowledge and accept this Refund Policy.

Legal Disclaimer: This Refund Policy is provided for informational purposes and does not constitute legal advice. For specific legal questions, consult a qualified Portuguese attorney.

2. Service Provider Information

Refunds are issued by:

Edmilson Jorge Delgado Gomes Individual Freelancer (Trabalhador Independente) NIF (Tax Identification Number): 251423832 Location: Portugal Email: [email protected] Refund Requests: [email protected]

All payments are processed by Polar.sh, our third-party payment provider. Refunds are issued through the same platform.

3. EU 14-Day Cooling-Off Period

3.1 Your Right to Withdraw

Under EU consumer protection law (Consumer Rights Directive Article 16), all users have the right to withdraw from a purchase within 14 days with a full refund—no questions asked.

This right applies to:

• ✅ Starter Plan subscriptions (€49/year)
• ✅ Professional Plan subscriptions (€29/month or €190/year)
• ✅ Monthly and annual billing cycles
• ✅ First-time subscribers and renewals

3.2 Cooling-Off Period Start Date

The 14-day period begins:

• On the date you complete your purchase (payment confirmation)
• NOT on the date your trial ends

Example:

• You subscribe on January 1st → Cooling-off period expires January 15th
• If you subscribed on December 28th → Cooling-off period expires January 11th

3.3 Full Refund Guarantee

Within 14 days, you can request a 100% refund with:

• ✅ No questions asked
• ✅ No explanation required
• ✅ No penalties or fees
• ✅ Even if you've used the service extensively

You do NOT lose your right to a refund by using vitelnk during the 14-day period.

3.4 How to Request a Refund (14-Day Period)

Via Email (Preferred):

1. Send an email to: [email protected]
2. Subject Line: "Refund Request - [Your Email]"
3. Include:
   • Your registered email address
   • Order number or subscription ID (optional, but helps speed up processing)
   • Reason for refund (optional - you are NOT required to provide a reason)

Via Account Settings (If Available):

1. Dashboard → Account Settings → Billing
2. Click "Request Refund" button
3. Confirm refund request

3.5 Refund Processing Time

• Approval: Within 2 business days of your request
• Refund Issued: Within 5-14 business days after approval (depends on your bank/payment method)
• Refund Method: Original payment method (credit card, PayPal, etc. via Polar.sh)

3.6 Confirmation

You will receive email confirmation:

1. When your refund request is received
2. When your refund is approved and processed
3. When the refund is issued to your payment method

Note: It may take an additional 3-7 business days for the refund to appear in your bank account, depending on your bank's processing time.

4. Free Trial Refunds

4.1 7-Day Free Trial

New users receive a 7-day free trial with:

• No credit card required
• No charges during the trial
• Full access to all features (5GB storage, 1 video limit)

4.2 Canceling During Trial

If you cancel before your trial expires:

• ✅ You are NOT charged
• ✅ No refund needed (no payment was made)
• ✅ Your access ends at the trial expiry date

How to cancel during trial:

1. Dashboard → Account Settings → Cancel Subscription
2. Or email: [email protected] with subject "Cancel Trial"

4.3 Converting to Paid Subscription

If you subscribe to a paid plan during your trial:

• Your trial ends immediately
• You are charged the subscription price
• Your account continues without interruption
• The 14-day cooling-off period begins on the date of payment

4.4 Trial Expiry Without Subscription

If your trial expires without subscribing:

• Your account is locked (no dashboard access)
• Your data is retained for 30 days
• You can subscribe anytime within 30 days to reactivate
• After 30 days, your account and data are permanently deleted

No refund applies because no payment was made.

5. Subscription Cancellation (After 14 Days)

5.1 When You Can Cancel

You can cancel your subscription at any time for any reason.

5.2 How to Cancel

Via Account Settings:

1. Dashboard → Account Settings → Subscription
2. Click "Cancel Subscription"
3. Confirm cancellation

Via Email:

1. Send request to: [email protected]
2. Subject: "Cancel Subscription - [Your Email]"
3. Include: Your registered email address

5.3 Effects of Cancellation

Monthly Plans:

• Your subscription is canceled
• You retain full access until the end of your current billing period
• No further charges will be made
• No refund for the current month (you've already paid for it)

Annual Plans:

• Your subscription is canceled
• You retain full access until the end of your current year
• No further charges will be made
• No refund for the remaining months (you've already paid for the full year)

5.4 No Partial or Pro-Rated Refunds (After 14 Days)

We do NOT offer partial or pro-rated refunds for:

• Unused portions of monthly subscriptions
• Unused portions of annual subscriptions
• Mid-cycle cancellations

Exception: The 14-day EU cooling-off period (Section 3).

Why?

• Digital services are consumed immediately
• You continue to have access until the period ends
• This is standard practice for SaaS platforms

5.5 Access After Cancellation

After canceling:

• ✅ You keep access until the period ends (e.g., end of month or year)
• ✅ You can download your videos during this time
• ✅ Your share links remain active until the period ends
• ❌ After the period ends, your account is locked (30-day grace period before deletion)

5.6 Reactivation

You can reactivate your subscription anytime before the period ends:

• Dashboard → Account Settings → Reactivate Subscription
• Automatic renewal will resume at the next billing date

6. Non-Refundable Scenarios

We cannot issue refunds in the following cases (after the 14-day cooling-off period):

6.1 Subscription Already Used

• You have used vitelnk for more than 14 days since payment
• You have consumed services during your current billing period

Remedy: You retain access until the period ends (no loss of value).

6.2 Account Termination Due to Violations

If your account is terminated for violating our Terms of Service:

• Copyright infringement (DMCA violations)
• Uploading prohibited content (adult content, hate speech, malware, etc.)
• Fraudulent activity or abuse
• Repeated payment failures

No refunds are provided for terminated accounts.

6.3 Fraudulent Activity

• Chargebacks filed without contacting us first
• Stolen payment methods
• Account sharing or reselling
• Circumventing payment systems

Fraudulent activity may result in:

• Immediate account termination
• No refund
• Legal action (if applicable)

6.4 Third-Party Service Failures

We are NOT responsible for refunds due to:

• Polar.sh payment processing issues (contact Polar.sh support)
• Your bank declining charges
• Internet connectivity problems
• Third-party outages (Cloudflare R2, Google OAuth, etc.)

6.5 Change of Mind (After 14 Days)

If you simply no longer need vitelnk after the 14-day period:

• You can cancel your subscription
• You retain access until the period ends
• No refund for the current period

Reminder: The 14-day cooling-off period is specifically for change-of-mind refunds.

7. Payment Processing & Refund Methods

7.1 Payment Processor: Polar.sh

All payments are processed by Polar.sh (https://polar.sh/):

• vitelnk does NOT directly handle payments
• We do NOT store your credit card information
• Refunds are issued via Polar.sh

7.2 Refund Method

Refunds are issued to the original payment method:

• Credit/debit card → Refunded to the same card
• PayPal → Refunded to your PayPal account
• Bank transfer → Refunded to the original bank account

We cannot refund to a different payment method than originally used.

7.3 Currency Conversion

If you paid in a currency other than Euros (EUR):

• Refunds are processed in the original currency
• Exchange rate fluctuations may result in slight differences
• Currency conversion fees (if any) are charged by your bank, not vitelnk

7.4 Refund Confirmation

You will receive:

1. Email from vitelnk confirming refund approval
2. Email from Polar.sh confirming refund processing
3. Bank/card statement showing the refund (within 5-14 days)

8. Exceptional Refunds (Discretionary)

In certain exceptional circumstances, we may offer refunds beyond the 14-day period at our sole discretion:

8.1 Technical Issues Preventing Service Use

If you experience:

• Persistent upload failures preventing you from using vitelnk
• Critical bugs that make the platform unusable
• Extended service outages (more than 24 consecutive hours)

Requirements:

• You reported the issue to [email protected]
• We were unable to resolve the issue within a reasonable timeframe
• The issue significantly impaired your ability to use vitelnk

8.2 Billing Errors

If we made a billing mistake:

• Charged you twice for the same subscription
• Charged the wrong amount
• Failed to apply a discount or promotion
• Charged after you canceled (and the cancellation was processed correctly)

We will immediately refund the incorrect charge.

8.3 How to Request Exceptional Refunds

Email: [email protected]

Include:

• Detailed description of the issue
• Screenshots or evidence (if applicable)
• Support ticket number (if you contacted support)
• Your registered email address

We will review each request on a case-by-case basis.

8.4 No Guarantee

Exceptional refunds are granted at our sole discretion and do NOT set a precedent for future requests.

9. Chargebacks & Disputes

9.1 Contact Us First

Before filing a chargeback with your bank, please contact us at:

• [email protected]
• [email protected]

We are committed to resolving billing disputes amicably.

9.2 Chargeback Consequences

If you file a chargeback without contacting us first:

• Your account will be immediately suspended
• We may dispute the chargeback with evidence of service delivery
• If the chargeback is ruled in your favor, we will accept the decision
• If the chargeback is ruled in our favor, you remain liable for the charges

Fraudulent chargebacks (claiming non-receipt of services you actually used) may result in:

• Permanent account termination
• Legal action to recover costs
• Reporting to fraud prevention databases

9.3 Legitimate Chargebacks

We will NOT dispute chargebacks for:

• Unauthorized charges (stolen card)
• Billing errors we cannot resolve
• Charges made after you requested cancellation (and we confirmed it)

10. Contact Information

For refund requests or questions:

Email: [email protected] General Support: [email protected]

Service Provider: Edmilson Jorge Delgado Gomes NIF: 251423832 Portugal

Response Time:

• Refund requests: Within 2 business days
• General inquiries: Within 5 business days

11. EU Consumer Rights & Dispute Resolution

11.1 Your Consumer Rights

As an EU consumer, you have mandatory rights under:

• Consumer Rights Directive (Directive 2011/83/EU)
• Portuguese Consumer Protection Law (Lei n.º 24/96)

Nothing in this Refund Policy limits your statutory consumer rights.

11.2 Alternative Dispute Resolution

If you are not satisfied with our refund decision, you can:

1. Contact Portuguese Consumer Protection Authority:

• DECO (Associação Portuguesa para a Defesa do Consumidor)
• Website: https://www.deco.proteste.pt/
• Phone: +351 21 371 0200

2. Use EU Online Dispute Resolution (ODR) Platform:

• Website: https://ec.europa.eu/consumers/odr/
• Free service for resolving disputes with online businesses

3. File a Complaint with CNPD (data protection issues):

• Comissão Nacional de Proteção de Dados
• Website: https://www.cnpd.pt/
• Email: [email protected]

11.3 Legal Action

You retain the right to take legal action in the courts of Portugal or your country of residence (EU consumers).

12. Changes to This Refund Policy

12.1 Notification of Changes

We may update this Refund Policy from time to time. We will notify you via:

• Email to your registered address (30 days advance notice)
• Notice in your dashboard

12.2 Acceptance

Continued use of vitelnk after changes take effect constitutes acceptance of the updated Refund Policy.

If you do not agree with the changes:

• You may cancel your subscription before the changes take effect
• The 14-day cooling-off period applies to any payments made under the new policy

13. Summary of Refund Rights

Thank you for choosing vitelnk. We are committed to fair and transparent refund practices in compliance with EU consumer protection law.

Last reviewed: December 17, 2025