Refund Policy

Last updated: May 19, 2026

This Refund Policy explains when refunds are available for paid subscriptions and add-on purchases on Brand Vigilant. It applies to all customers who subscribe to or purchase services through the platform at brandvigilant.com or the customer dashboard at app.brandvigilant.com.

1. Free Trial

All new accounts include a 7-day free trial of the Starter plan. No payment information is required to start the trial. Because the trial is free, no refund applies if you choose not to subscribe at the end of it.

At the end of the trial, your account is paused until you select a paid plan. No automatic charge occurs.

2. Monthly Subscriptions

Monthly subscriptions are billed in advance for each one-month service period and are non-refundable once the billing period has begun. If you cancel a monthly subscription, your access continues through the end of the period you have already paid for, and no further charges are taken.

To cancel, sign in and use the cancel option under Billing in your dashboard, or email [email protected].

3. Annual Subscriptions

3.1 14-day money-back guarantee

If you purchase an annual subscription and request a cancellation within 14 days of the initial payment, we will issue a full refund of the amount paid, provided that you have not exceeded reasonable trial-equivalent usage of the platform (i.e. fewer than 10 takedown reports filed during those 14 days).

This 14-day window is independent of, and additional to, any statutory consumer rights you may hold under EU, UK, or other applicable consumer law.

3.2 After the 14-day window

After the 14-day window has passed, annual subscriptions are non-refundable. If you cancel mid-term, your account remains active through the end of the prepaid annual period and is then closed; no pro-rata refund is issued for the unused months. This reflects the resource we allocate to your account at the start of the annual term (monitoring infrastructure, takedown credit allocation, dedicated channels).

4. Add-on Credit Purchases

Additional takedown credits purchased as a one-time add-on are issued to your account immediately and are non-refundable once delivered, because each credit represents a billable action that can be consumed by filing a takedown report. Unused credits do not expire as long as the underlying subscription is active.

If credits were delivered as a result of a payment error or duplicate charge, contact us at [email protected] and we will investigate.

5. Cryptocurrency Payments

Subscription payments made via cryptocurrency are converted into euro at the prevailing market rate at the time the payment is confirmed on-chain. Refunds, when issued under this policy, are processed in euro at the same EUR-equivalent value, not in the original cryptocurrency.

This is because cryptocurrency prices fluctuate and a refund in original-token quantity could create unintended gain or loss for either party. Refunds in euro are sent by bank transfer to a customer-supplied account or, where supported, returned to the originating wallet at the prevailing EUR/crypto rate.

6. Service Interruption Credits

If the platform experiences sustained downtime in excess of the uptime commitment in our Terms of Service, you may be eligible for a service credit applied to your next bill. Service credits are not paid out as cash refunds.

7. How to Request a Refund

To request a refund covered under this policy, email [email protected] from the email address on the account and include:

We aim to respond within 2 business days and to process approved refunds within 5–10 business days. Refunds are returned via the original payment method.

8. Chargebacks

If you believe a charge is incorrect, please contact us before initiating a chargeback with your card issuer. Chargebacks raised without a prior support attempt may result in account suspension and a freeze on outstanding takedown work for the affected account.

9. Statutory Consumer Rights

If you are a consumer in the European Union or the United Kingdom, you have a statutory 14-day right of withdrawal for distance-purchased services. Brand Vigilant is sold primarily to businesses, and most of our customers are not consumers for the purposes of these laws. Where these rights do apply, they are honoured in full and operate in addition to the contractual rights set out in this policy.

10. Changes to This Policy

We may update this Refund Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Material changes will be communicated by email to active subscribers at least 14 days before they take effect.

11. Contact

For refund requests and billing questions: [email protected]

For general support: [email protected]