We stand behind W9Vault with a simple promise: if you're not happy, we're not happy. Our fair refund policy is designed to be straightforward and customer-friendly because we believe in building long-term relationships based on trust.
Our 30-Day Money-Back Guarantee
We offer a full refund within 30 days of your initial purchase for any reason. No questions asked, no hoops to jump through.
What's Covered:
- All new subscriptions (monthly or yearly)
- Upgrades from free to paid plans
- Plan upgrades within the first 30 days
- Any billing issues or technical problems
How to Request a Refund:
- Email us at support@w9vault.com
- Include your account email and reason for the refund (optional)
- We'll process your refund within 2-3 business days
- Refunds appear on your original payment method within 5-10 business days
Beyond 30 Days
While our standard guarantee is 30 days, we understand that circumstances can be unique. If you're facing financial hardship, experienced a significant service disruption, or have other extenuating circumstances, please reach out to us.
Situations We Consider:
- Extended service outages affecting your business
- Billing errors or technical issues on our end
- Significant changes to service features you rely on
- Personal or business hardships
Partial Refunds
For yearly subscriptions, we can provide prorated refunds based on unused time if you cancel mid-year. We calculate this fairly based on the remaining months in your subscription.
How Partial Refunds Work:
- Calculate unused months remaining in your subscription
- Apply prorated refund based on monthly equivalent rate
- Process refund to your original payment method
- Account access continues until the end of current billing period
What Happens After a Refund
Account Access:
- Your account remains active until the end of the current billing period
- You can continue using all features during this time
- No immediate service interruption
- Account automatically downgrades to free tier after expiration
Data Retention:
- All your data remains safe and accessible
- No immediate deletion of requests or documents
- Standard 30-day document deletion policy still applies
- You can export your data anytime before account closure
Refund Processing Times
Our Processing:
- Refund approval: Same business day
- Stripe processing: 2-3 business days
- Confirmation email sent when processed
Bank/Card Processing:
- Credit cards: 3-5 business days
- Debit cards: 5-10 business days
- Bank transfers: 3-7 business days
- PayPal: 1-3 business days
Special Circumstances
Chargebacks:
Please contact us before initiating a chargeback. Chargebacks are expensive for small businesses and we're always happy to work out a fair solution directly. If you've already initiated a chargeback, we'll still work with you to resolve the issue.
Service Credits:
In some cases, we may offer service credits instead of cash refunds. This might include:
- Extended free service periods
- Account credits for future billing
- Upgraded features at no additional cost
- Priority support and feature requests
Our Philosophy
We're a small, independent business built by people who care about accounting professionals. We'd rather have happy customers than unhappy ones paying us money. If W9Vault isn't working for you, we'll make it right.
Our Promise
We will never make you fight for a refund you deserve. If you're not satisfied with W9Vault, we want to know why and we want to make it right. Your success is our success.
Contact Us
For refund requests or questions about this policy:
We update this policy as needed to remain fair and transparent. Any changes will be communicated to all customers via email.