Refund Policy

We would rather you tried StaffVertex properly than paid for something that turns out not to suit you. This page explains exactly when you get your money back, when you do not, and what happens to your account afterwards.

This policy forms part of our Terms of Service.

1. The Short Version

• Your first paid purchase is covered by a full 14-day money-back guarantee. No reason needed.
• Renewals are not covered by the guarantee, but if you have just been charged for a period you have not started using, talk to us (see Section 4).
• We do not refund a period you have already used.
• A refund ends the subscription and access straight away.

2. 14-Day Money-Back Guarantee

If StaffVertex is not right for you, ask us within 14 days of your first paid purchase and we will refund it in full. You do not have to give a reason.

This covers:

• Your organization's first monthly subscription payment.
• Your organization's first annual subscription payment.

It applies once per organization. Refunds are always made to the payment method used at checkout, and only ever on request. Cancelling, changing or downgrading a plan does not by itself trigger one.

3. What Is Not Covered

We do not refund:

• Time you have already used. A billing period that has run and been invoiced is not refundable, in whole or in part.
• Requests made more than 14 days after your first purchase, other than as described in Section 4.
• A second guarantee claim. The 14-day guarantee is available once per organization.
• Unused time after a downgrade to the free plan. See Section 5 for what happens when you downgrade.
• Charges arising from misuse, for example an account closed for breaching our Acceptable Use Policy, or a refund claimed repeatedly to obtain free use of the service.

4. Renewal Charges

Subscriptions renew automatically, and renewal charges are not covered by the 14-day guarantee. The guarantee exists so you can try the product; by the time you renew, you have had a full period to decide.

That said, we do not want to charge you for something you are not going to use. If a renewal has just been taken and the new period has barely begun, contact us. In practice we will normally refund that charge and close the subscription immediately. A period you have already worked through is not refundable.

The reliable way to avoid an unwanted renewal is to cancel before the renewal date (see Section 9). We email you before a renewal is taken.

5. Downgrading to the Free Plan

If you move your organization from a paid plan to the free plan, the paid subscription ends immediately, not at the end of the billing period. Any unused time on the paid plan is lost, and no partial refund is given for it, however much of the period remains.

You are asked to confirm this before the downgrade goes through.

This does not remove your rights under Section 2. If your first purchase was within the last 14 days, you can still claim the guarantee, before or after downgrading.

6. How to Request a Refund

Email billing@staffvertex.com or support@staffvertex.com from the address on your StaffVertex account, and tell us:

• Your account email or organization name.
• The invoice number of the charge, if you have it.
• The date of the charge.

We do not need a reason, though we are always glad to hear one. We aim to answer within one business day and to approve or decline clearly, in writing.

7. How Refunds Are Paid

Approved refunds go back to the payment method used at checkout, in the currency you were charged in. They usually appear within 5 to 10 business days, though the exact timing is up to your bank or card issuer, not us.

We refund the amount you paid. If your bank applied a currency conversion or a fee, the amount that reaches you may differ slightly and that part is outside our control.

8. Your Account After a Refund

When a refund is issued, the subscription it paid for ends and access to paid features is withdrawn straight away.

Your data is not deleted automatically. Your organization moves to the free plan and your records stay where they are, so nothing is lost by surprise. If you are leaving for good and want everything erased, say so in the same email and we will close the organization and delete its data. Otherwise the ordinary timetable in our Privacy Policy applies.

Billing records are kept for 6 years either way, because tax and accounting rules require it.

9. Cancelling Without a Refund

You can cancel at any time from your account settings. Cancelling stops future charges; it does not refund past ones.

When you cancel, your subscription stays active until the end of the period you have already paid for, and then does not renew. You keep everything you paid for until then.

10. Changes to This Policy

We may update this policy. The version in force on the day you were charged is the one that applies to that charge, so a change can never take away a refund you were already entitled to. The date at the top of this page shows the current version.

11. Contact Us

To request a refund or ask about a charge: