Refund & Cancellation Policy
1. Scope
This policy explains how subscription cancellation and refunds work for ViperLabs V1 plans and Venom credit packs purchased through Viper Pay (Stripe). It does not waive any statutory consumer rights that apply to you under UK or other mandatory law.
2. Cancelling a subscription (stops future renewal)
You can cancel auto-renewal from My Account while signed in. Cancellation of renewal means:
- we will not charge you for a further renewal period after the current paid period ends;
- your access continues through the period you have already paid for;
- for monthly plans, Venoms already granted for the current period remain available in accordance with product rules;
- cancellation does not by itself create an immediate cash refund of amounts already paid.
3. Annual prepaid plans
Annual plans are charged upfront for the annual period. When you cancel renewal:
- future annual renewals are stopped;
- access remains available through the paid annual period;
- Venoms continue to be released monthly for the remaining months of that paid annual period (twelve monthly releases in total from purchase, subject to product rules);
- unused future monthly Venom releases are not automatically converted into a cash refund solely because you cancelled renewal.
4. Venom credit packs
One-time Venom packs are prepaid digital credits. Once Venoms have been added to your wallet and are available for use, they are generally non-refundable except where required by law or where we determine a purchase failed or was charged in error.
5. Failed or incomplete payments
If a payment does not complete successfully, subscription upgrades or Venom grants tied to that payment are not applied until payment succeeds. You will not be charged for a checkout that did not complete.
6. Statutory cancellation and refund rights
If you are a consumer, you may have a legal right to cancel certain distance contracts within a cooling-off period and/or to a remedy if digital content is faulty, under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, or equivalent rules in your jurisdiction.
Where you ask us to begin supplying digital content or services during a cooling-off period, and where the law permits, you may lose or reduce the right to cancel once supply has begun with your agreement. Nothing in this policy excludes or limits those statutory rights where they apply.
To raise a statutory cancellation or refund request, contact us via My Account or the Support section on our website, stating that you are exercising a statutory right and including enough detail for us to identify the purchase.
7. How we handle discretionary refunds
Outside statutory rights, refunds are considered case by case (for example duplicate charges or clear billing errors). We do not guarantee discretionary refunds for change of mind after digital credits have been delivered, unused Venoms, or dissatisfaction with particular AI model outputs.
8. Chargebacks
If you dispute a charge with your card issuer, we may suspend the affected account while the dispute is investigated and may provide evidence of delivery of digital access or credits.
9. Changes
We may update this policy as billing products evolve. The date above will be revised when we publish changes.
10. Contact
Cancellation controls live in My Account after sign-in. Additional contact routes are listed under Support.