Refund & Cancellation Policy

1. Overview

This policy explains how refunds and cancellations work on AskVyra. It covers token purchases made by professionals and vendors, connection fees spent on leads, and service requests posted by clients. This policy supplements our Terms of Service; if the two conflict, the Terms of Service govern.

Posting a service request as a client is free. AskVyra does not process payments between clients and professionals — any payment for the underlying work is arranged directly between you and the professional, and refunds for that work are governed by your agreement with the professional, not by AskVyra.

2. Token Purchases

Professionals and vendors purchase tokens to connect with leads. Token purchases are processed by Stripe at the price shown at checkout, including any applicable taxes.

• Unused tokens: You may request a refund of a token purchase within 14 days of purchase, provided none of the tokens from that purchase have been spent.
• Partially used purchases: Once any token from a purchase has been spent on a connection, that purchase becomes non-refundable, except where required by law or where Section 3 applies to the specific connection.
• Duplicate or erroneous charges: Duplicate charges and clear billing errors are refunded in full — contact support with the receipt.
• Account closure: If you close your account, unspent tokens from purchases older than 14 days are not redeemable for cash, except where required by applicable consumer-protection law.

3. Connection Fees — the Fair Lead Guarantee

Tokens spent to connect with a lead pay for access to the connection — they do not guarantee that you win the job. However, under our Fair Lead Guarantee we credit back the tokens for a connection where:

• the lead was demonstrably fraudulent, spam, or a duplicate of a lead you already purchased;
• the client's contact details were invalid and could not be corrected; or
• a verified technical fault on our side prevented the connection from being delivered.

Credit-back requests must be submitted within 7 days of the connection. Approved requests are refunded as token credits to your balance, not as cash.

4. Client Service Requests

Clients can cancel a service request at any time before hiring a professional at no cost. If you have already agreed on work with a professional, cancellation and any deposit refund are governed by your agreement with that professional. We encourage you to agree on cancellation terms in writing before work begins.

5. How to Request a Refund

Email support@askvyra.com from the email on your account, or open a ticket via Support, including:

• the receipt or order reference (from Stripe or your billing page);
• the date of the purchase or connection; and
• a short description of the reason for the request.

6. Processing Times

We review refund requests within 5 business days. Approved cash refunds are returned to the original payment method via Stripe and typically appear within 5–10 business days depending on your bank. Token credit-backs appear on your balance immediately upon approval.

7. Chargebacks

If you dispute a charge with your bank before contacting us, we may suspend the account associated with the charge while the dispute is investigated. Contacting support first is almost always faster.

8. Contact Us

Questions about this policy: support@askvyra.com. Nothing in this policy limits any non-waivable rights you have under applicable consumer-protection law in your jurisdiction.