Refund Policy

1. Overview

VastConfluence operates a transparent, predictable refund framework designed to be fair to customers, sustainable for designers, and compliant with consumer-protection laws in the jurisdictions where we do business. This Refund Policy describes the standard terms that apply to most purchases. Where the law of your country, state, or province grants you additional non-waivable rights, those rights apply on top of (and not instead of) the terms below.

2. Quick Summary

The table below summarizes the most common scenarios. Each row links to the section with the full rules.

3. Scope of This Policy

This policy applies to all paid Services purchased directly from VastConfluence LLC, including subscriptions to TechNanny and BizNanny, template licenses purchased through Template Waterfall, and any add-ons, upgrades, or one-time fees. It does not apply to:

• Subscriptions or templates resold by third-party partners or marketplaces other than ours, which are governed by the reseller's own refund policy.
• Custom development, professional-services engagements, or enterprise contracts, which are governed by the signed statement of work or master services agreement between you and VastConfluence.
• Designer payouts under the Center Sharing Program, which are governed by Section 9 of our Terms of Service and Section 19 of this policy.

4. Definitions

Capitalized terms used and not defined here have the meanings given in our Terms of Service. In addition:

• "Billing Period" means the recurring interval (monthly, annual, or multi-year) for which fees are charged in advance.
• "Initial Purchase" means the first paid charge for a Subscription, including the first paid charge after a free trial converts.
• "Renewal" means any automatic charge for a successor Billing Period.
• "Pro-Rata Refund" means the unused portion of fees calculated on a daily basis from the date of refund request through the end of the prepaid Billing Period, less any usage-based fees and applicable processing costs.
• "Template License" means a license to use a template downloaded from Template Waterfall.

5. Free Trials

5.1 No Charge During Trial

Most TechNanny and BizNanny plans offer a free trial period. We do not charge your payment method during the trial. If you cancel before the trial ends, you will not be charged.

5.2 Conversion to Paid

Unless we explicitly state otherwise at signup, your trial automatically converts into a paid Subscription at the end of the trial period and your payment method on file is charged. We send a reminder email at least 3 days before conversion (or such other period as required by your jurisdiction's auto-renewal law) so you can cancel in time if you don't want to continue.

5.3 Post-Conversion Goodwill Refund

If your trial converts to a paid plan and you contact us within 7 days of the conversion charge to request a refund, we will issue a full refund as a matter of goodwill, regardless of usage, provided the Account has not been used in a way that violates the Acceptable Use Policy. This goodwill refund is offered once per customer.

6. Monthly Subscriptions

6.1 Cancellation Anytime

You can cancel a monthly Subscription at any time using the cancellation function in your Account dashboard, with no more clicks or steps than were required to subscribe. Cancellation takes effect at the end of the then-current monthly Billing Period.

6.2 No Mid-Cycle Refunds

Because monthly Subscriptions are short-term and can be canceled at any time before the next renewal, we do not pro-rate refunds for partial months. After cancellation, you keep full access to the Service through the end of the period you've already paid for.

6.3 Exceptions

We will issue a full or pro-rata refund of a monthly charge in the following situations:

• The charge resulted from our billing error or an unauthorized charge to your payment method.
• The Service was substantially unavailable for the majority of the Billing Period due to our fault, as described in Section 18.
• Required by your jurisdiction's mandatory consumer-protection law.

7. Annual & Multi-Year Subscriptions

7.1 30-Day Pro-Rata Refund Window

Annual and multi-year Subscriptions to TechNanny and BizNanny include a 30-day refund window following each Initial Purchase and each automatic Renewal. If you request cancellation within 30 days of the charge, we will refund the unused, pro-rata portion of the fees, calculated on a daily basis. After day 30, the remainder of the prepaid term becomes non-refundable, but you may still cancel auto-renewal so you are not charged again.

7.2 Renewal Reminders

For annual and multi-year plans, we send a renewal reminder by email at least 30 days before the auto-renewal date (or longer where required by law, such as California's Automatic Renewal Law for plans of one year or more). The reminder includes the renewal price, the renewal date, and a one-click link to cancel.

7.3 Pro-Rata Calculation

The pro-rata refund equals the prepaid fee for the current Billing Period multiplied by the number of unused days remaining, divided by the total number of days in the period, less any (i) usage-based fees actually incurred (such as bandwidth overage), (ii) discount differential if a multi-year discount no longer applies, and (iii) where permitted by law, payment-processor fees that are not refunded to us by the processor.

7.4 Downgrade Credit

If you downgrade an annual plan to a less expensive plan, we will apply the unused pro-rata portion of the original fee as a credit toward the new plan rather than issuing a cash refund.

8. Template Waterfall Marketplace Purchases

8.1 Digital Goods Notice

8.2 Pre-Download Refunds

If you have purchased a Template License but have not yet downloaded the template files, you may request a full refund within 14 days of purchase by contacting info@vastconfluence.com. The download counter in your Account dashboard is the authoritative record of whether you have downloaded a template.

8.3 Post-Download Refunds

Once a template has been downloaded, refunds are generally not available, except in the following cases:

• Defective or substantially mis-described template: if the template, when used as documented in TechNanny, is materially defective, materially differs from the description or screenshots on its product page, or contains materials that infringe third-party rights, you may request a refund within 30 days of purchase. We will investigate and, where the claim is substantiated, issue a full refund or, at your option, replace the template with another of equivalent value.
• Duplicate purchase: if you accidentally purchased the same template twice, contact us within 30 days for a refund of the duplicate.
• Mandatory statutory right: any non-waivable refund right granted by your country's consumer-protection law.

8.4 Post-Download Refunds Are Not Available For

• "Buyer's remorse" — you simply changed your mind, found a different template you prefer, or no longer need the license.
• Compatibility with software or environments not supported by the template's stated requirements (for example, modifying a template to run outside the TechNanny ecosystem).
• Issues caused by your modifications to the template's source files.
• Aesthetic preferences (color, typography, layout) that are clearly visible in the product preview before purchase.

9. EU, UK & EEA Cooling-Off Period

9.1 14-Day Right of Withdrawal

If you are a consumer resident in the European Union, the European Economic Area, the United Kingdom, or Switzerland, you have a statutory right under the EU Consumer Rights Directive (2011/83/EU as amended by Directive 2019/2161), the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and equivalent national implementations to withdraw from a distance contract within 14 calendar days of the contract being concluded, without giving any reason and without incurring any cost beyond the cost limited by law.

9.2 Express Consent & Loss of Right for Digital Content

For digital content delivered other than on a tangible medium (which includes our SaaS subscriptions and downloadable templates), the right of withdrawal is lost once performance has begun, provided that you have:

1. given express consent to performance starting before the 14-day period expires; and
2. acknowledged that you lose your right of withdrawal once performance has begun.

At checkout, we present a clearly labeled checkbox that you must affirmatively tick to provide both items above. If you do not tick the box, we delay activation of the Service or template download until the 14-day period has elapsed, and your statutory right of withdrawal remains intact during that period.

9.3 How to Exercise the Right

To exercise the right of withdrawal where it has not been lost, send an unambiguous statement of your decision to withdraw to info@vastconfluence.com, identifying yourself, the order in question, and the date of purchase. You may use the model withdrawal form available on request (or via our website) but you are not required to. We will acknowledge receipt without delay.

9.4 Effect of Withdrawal

If you validly withdraw within the cooling-off period, we will reimburse all payments received from you (excluding supplementary delivery charges if you chose a non-standard delivery method, which is not applicable to digital content) without undue delay and in any event within 14 days of the day on which we are informed of your decision. We will use the same payment method you used for the original transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

10. Quebec & Other Provincial Statutory Rights

Consumers in the province of Quebec, Canada, have additional rights under the Quebec Consumer Protection Act, including specific rules for distance contracts and remote contracts. Consumers in other Canadian provinces have rights under provincial consumer-protection statutes (such as Ontario's Consumer Protection Act). Where any provision of this Refund Policy is inconsistent with a non-waivable right granted to you by such provincial law, the provincial law prevails.

11. Australia & Consumer Guarantees

Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. Australian consumers are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Services repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this Refund Policy limits or excludes these statutory consumer guarantees. Equivalent statutory guarantees in New Zealand under the Consumer Guarantees Act 1993 are likewise preserved.

12. Refund Eligibility Conditions

To be eligible for a refund under the standard terms of this policy (in addition to any statutory rights):

• The refund request must be submitted within the applicable time window described above.
• The Account must be in good standing, with no outstanding balance, suspension for breach, or material violation of the Acceptable Use Policy.
• The original payment must have cleared and not have been reversed by the customer's bank or payment processor (see Section 20).
• For business or volume purchases, the requester must have authority to act on behalf of the legal entity that placed the order.

13. Items That Are Not Refundable

Except where required by mandatory law, the following are non-refundable:

• Domain registrations, SSL certificates, and other items we purchase on your behalf from third-party vendors that do not refund us.
• Add-ons, one-time fees, or usage-based charges (such as bandwidth, storage, API calls, or transactional emails) that have already been consumed.
• Custom-development hours, design services, migration services, and other professional services that have already been delivered.
• Promotional credits, gift credits, or non-refundable account balances (see Section 21).
• Payment-processor surcharges and currency-conversion fees imposed by your bank.
• Templates that have been downloaded, except as set out in Section 8.
• Subscriptions canceled outside the applicable refund window.

14. How to Request a Refund

14.1 Two Easy Channels

You can request a refund through either of the following channels. Both are reviewed by the same billing team and have the same priority.

1. In-product: sign in to your Account and click Billing → Request Refund. The form pre-fills your order details.
2. Email: send a request to info@vastconfluence.com from the email address on file for your Account.

14.2 Information We Need

To process your refund quickly, please include:

• The Account email address used for the purchase.
• The invoice number or transaction ID (visible in your Billing dashboard).
• The brand and product (TechNanny, BizNanny, or Template Waterfall, and the specific plan or template).
• The reason for the request, briefly. (You don't need to justify a request made within a statutory cooling-off period.)

14.3 No Phone Calls Required

Consistent with the U.S. Federal Trade Commission's "Click-to-Cancel" rule and similar consumer-protection rules in other jurisdictions, you do not need to call us, schedule a retention meeting, talk to a chatbot, or speak with a representative to obtain a refund or to cancel a Subscription. Email and the in-product form are sufficient.

15. Processing Time

15.1 Our Decision

We aim to acknowledge refund requests within 2 business days and to issue a decision within 5 business days. Complex cases (for example, allegations of template defects requiring technical review) may take longer, in which case we will keep you informed.

15.2 Bank Settlement

Once a refund is approved, the funds typically appear in your account within the following timeframes, depending on payment method:

• Credit and debit cards: 5 to 10 business days, depending on your card issuer.
• PayPal: typically 3 to 5 business days.
• Bank transfer (where used): 5 to 14 business days.
• Account credit (no external transfer): immediate, applied to your next invoice.

Statutory cooling-off refunds in the EU/EEA and UK are processed within the legally required 14-day window from notification.

16. Refund Method & Currency

Refunds are issued to the original payment method used for the purchase, in the original currency charged. We are unable to refund to a different card, account, or person. If your original payment method has been closed or expired, we will work with you in good faith to find an alternative method permitted by our payment processors and applicable law.

Where a refund is issued in a currency different from the currency of your bank account, your bank may apply currency-conversion fees or use an exchange rate different from the one applied at the time of purchase. These third-party fees and exchange-rate differentials are outside our control and are not reimbursable by us.

17. Taxes & Payment Fees

17.1 Refund of Sales Tax / VAT / GST

When we refund a charge, we also refund any sales tax, VAT, GST, or similar transaction tax that we collected on that charge, in accordance with applicable tax law. Where we have already remitted the tax to a tax authority, the refund is processed through the relevant tax-credit mechanisms.

17.2 Non-Reimbursable Fees

The following are not reimbursable by us:

• Payment-processor fees retained by Stripe, PayPal, or other processors that are not returned to us upon refund (for jurisdictions where law allows us to retain these from the refund amount).
• Currency-conversion losses and foreign-transaction fees imposed by your bank.
• Wire-transfer fees, where you elected wire transfer instead of card or account credit.

Where the law of your jurisdiction prohibits us from deducting any of these fees, we will absorb them.

18. Service Outages & Service Credits

18.1 Plan-Specific SLA

Certain plans (including business and enterprise tiers of TechNanny and BizNanny) include a service-level agreement that specifies an availability target and a service-credit schedule for outages. The SLA, where applicable, is the exclusive remedy for unavailability.

18.2 Service Credits vs. Cash Refunds

Service-level remedies are issued as service credits applied to your next invoice, not as cash refunds, except where required by law. Service credits do not have cash value, are non-transferable, and expire if your Account is canceled before they are used.

18.3 Eligibility

Service credits are available only when (i) you submit a credit-request ticket within 30 days after the outage, (ii) your Account is in good standing at the time of the request, and (iii) the outage is not attributable to scheduled maintenance, force-majeure events, third-party providers outside our control, or your own configuration errors.

19. Designer Revenue-Share Clawbacks

19.1 Why We Claw Back

When VastConfluence refunds an end customer, the revenue share that has been allocated or paid to the corresponding Designer for that transaction must also be reversed. This protects the program from a known fraud vector (a buyer purchasing their own designer's template using a stolen card and later filing a chargeback) and ensures the revenue-share program remains sustainable.

19.2 How Clawbacks Work

• If revenue share has been accrued but not yet paid, it is simply removed from the Designer's pending balance.
• If revenue share has already been paid out, the equivalent amount is deducted from the Designer's next payout. Where future payouts are insufficient, we will invoice the Designer for the difference.
• Clawbacks are itemized in the Designer dashboard, with the originating order ID and refund reason, so you can see exactly what was reversed.

19.3 Disputes

If a Designer believes a clawback is incorrect (for example, because the customer's refund request appears fraudulent), the Designer may dispute the clawback within 30 days by contacting info@vastconfluence.com. We will investigate and, where the dispute is substantiated, restore the revenue share.

20. Chargebacks & Payment Disputes

20.1 Please Contact Us First

If you believe you have been charged in error, please contact us at info@vastconfluence.com before filing a chargeback with your bank or card issuer. Most issues can be resolved within a few business days, often faster than a chargeback investigation.

20.2 Effect of Filing a Chargeback

When a chargeback is filed against us:

• Access to the disputed Service may be suspended pending the outcome.
• If we believe the charge was valid, we will respond to the chargeback with documentation including the order record, the in-product confirmation of purchase, the consent timestamp for digital content, and any evidence of usage.
• If the chargeback is decided in our favor, the suspension may be lifted on payment of any chargeback-related fees imposed by the payment processor.
• If the chargeback is decided against us, we may close the Account and decline future purchases.

20.3 No Retaliation

Filing a good-faith chargeback for a charge you genuinely believe is unauthorized does not, by itself, lead to negative consequences beyond the procedural ones above. We do not retaliate against legitimate consumer disputes.

21. Promotional Credits, Vouchers & Gift Codes

Promotional credits, free-month vouchers, gift codes, partner credits, and similar items have no cash value and are not refundable. They expire on the date stated at issuance or, if no date is stated, 12 months from issuance. They cannot be combined with other offers unless we explicitly say so. If a paid Subscription is refunded, any promotional credit applied to that Subscription is voided rather than returned, since it had no cash value.

22. Price Changes & Renewal Refunds

If we change the price of an active Subscription, we will provide at least 30 days' prior notice by email and in-product. If you do not agree to the new price, you may cancel before the next renewal and you will not be charged the new price. If we charge the new price by mistake despite your timely cancellation, you are entitled to a full refund of the charge under Section 6.3 or Section 7.1 as applicable.

23. Statutory Rights Preserved

Nothing in this Refund Policy limits, excludes, or modifies any consumer right or guarantee that, under the mandatory law of your country, state, or province, cannot lawfully be limited, excluded, or modified. The terms above are in addition to, not in place of, those rights. Where any provision of this policy is inconsistent with a mandatory consumer right, the inconsistent provision is severed to the minimum extent necessary, and the rest of the policy continues to apply.

24. Force Majeure

We are not obligated to issue refunds (other than statutory refunds) for service unavailability or non-performance caused by events beyond our reasonable control, including natural disasters, pandemics, war, terrorism, civil disturbance, government action, internet or telecommunications failures, denial-of-service attacks, or third-party provider outages. We will, however, work in good faith to provide service credits or other accommodations proportionate to the impact and the duration of the event.

25. Changes to This Policy

We may update this Refund Policy from time to time. When we make changes that materially reduce your refund rights for purchases you have already made, those changes will not apply retroactively to those purchases. For future purchases, we will post the updated policy with a new "Last Updated" date and, where the change is significant, notify you by email or in-product notice at least 30 days before it takes effect.

26. Contact Us

For refund requests, billing questions, or to provide feedback on this policy, please contact our team:

This Refund Policy is published in English. Translations are provided for convenience only; in case of any conflict, the English version prevails.