Refund Policy

1. Prepaid Balance

VaultAI operates on a prepaid balance model. You add funds to your account using Visa or Mastercard, and those funds are consumed as you use GPU compute time.

2. When Refunds Apply

• If you experience a service outage or technical issue that prevents you from using a running vault, and the issue is on our end, we will credit the affected compute time back to your balance.
• If you are charged for compute time due to a billing error, we will correct the error and credit the difference.
• Unused credits are refundable within 14 days of purchase: ask us and we return the unspent part of that top-up to the card you paid with.

3. When Refunds Do Not Apply

• Compute time that was consumed while your vault was running as expected.
• Vaults left running unintentionally — you are responsible for pausing or destroying vaults when not in use.
• Data loss from destroying a vault — vault destruction is permanent and intentional by design.

4. How to Request a Refund

Contact us at hello@vaultai.tech with your account email and a description of the issue, and we will reply by email.

5. Refund Method

Approved refunds are returned to the original payment method (Visa or Mastercard) used for the transaction. Processing time depends on your card issuer.

6. Your UK/EU Statutory Right to Cancel

If you are a consumer in the UK or EU, you have a statutory right to cancel within 14 days of adding funds to your balance, under the UK Consumer Contracts Regulations 2013 (or the equivalent EU Consumer Rights Directive). Because VaultAI is billed per minute as you actively consume GPU compute time, this right applies to any portion of your balance you have not yet used: by starting a vault, you request that we begin the service immediately, and you acknowledge that your right to cancel is lost only for the compute time already consumed at that point. Any unused prepaid balance remains refundable under this statutory right within the 14-day window, in addition to the 14-day refund of unused credits described in Section 2 above.

7. Contact