This policy explains cancellation, refund and billing-correction rules for Vendro subscriptions and related services.
This Refund and Cancellation Policy applies to Vendro Limited websites, SaaS subscriptions, customer portal access, self-hosted software licences, setup services, implementation services, training, custom development, support services, integrations and other related services unless a signed written agreement, order form or invoice states different terms.
If there is a conflict between this policy and a signed agreement with Vendro Limited, the signed agreement will apply to the conflicting part.
Vendro is primarily intended for business customers, companies, organisations, partners, contractors and professional users.
If you buy as a business, cancellation normally stops future renewal only and does not automatically create a refund for charges already incurred.
If you buy as an individual consumer, you may have additional statutory cancellation rights under UK consumer law. Nothing in this policy limits rights that cannot legally be excluded.
Vendro SaaS subscriptions are billed monthly, yearly or according to the billing period shown at checkout, in the order form, invoice, subscription confirmation or customer portal.
Unless cancelled before renewal, subscriptions may renew automatically using the payment method provided.
A cancellation request stops future renewals. It does not automatically refund the current billing period, used subscription time, setup fees, onboarding fees, implementation fees, custom development, data migration, training, support packages, third-party provider charges, payment processor charges or taxes already incurred.
Vendro may provide a goodwill credit, extension or refund at its discretion where appropriate, but this does not create an automatic right to future refunds.
If you are a consumer: If you request that we begin the Services during the 14‑day cancellation period, and we provide them in full during that period, you lose the right to cancel. If we begin but you cancel before full performance, you will pay for what was supplied up to cancellation. If you do not ask us to start early, your 14‑day right to cancel remains intact.
For business customers: Once digital access or service has been provided, fees are generally non‑refundable as described elsewhere in this policy.
Self-hosted software licence payments are generally non-refundable once a licence key has been issued, activation has been completed, software files or deployment package have been supplied, installation or server setup has started, database setup has started, configuration work has started, support or onboarding work has started, or the customer has received access to the licensed software.
Self-hosted licence fees do not include server/VPS costs, domain/SSL charges, third-party provider charges, payment gateway charges, SMS/WhatsApp charges, custom development, data cleaning, data migration or dedicated support unless expressly stated in the order form or invoice.
Setup fees, installation fees, onboarding, implementation, training, consultation time, custom reports, custom invoice formats, custom workflows, custom development, integrations, data import, data cleaning, data migration, server/VPS configuration and emergency support are non-refundable once work has started, unless otherwise required by law or agreed in writing.
If a project is cancelled before work starts, Vendro may refund the unused portion after deducting any costs, planning time, third-party fees or committed resources already incurred.
If you believe you were charged incorrectly, charged twice, charged the wrong amount or charged after a confirmed cancellation, contact us within 14 days of the transaction where possible.
We may ask for order number, invoice number, payment date, payment amount, email used at checkout, transaction reference and screenshot or proof of payment.
If a payment error is verified, we may correct it by refund, credit note, billing adjustment or account credit. Approved refunds may take 7 to 21 business days depending on the payment provider, your bank, card issuer or payment method.
If a subscription payment fails, Vendro or its payment provider may retry payment, request updated payment details, send reminders or mark the subscription as past due.
If payment remains overdue, Vendro may restrict, suspend or terminate access after reasonable notice, unless immediate action is needed for fraud, security, misuse or legal reasons. Suspension for non-payment does not cancel amounts already due.
Upgrades may take effect immediately or at the next billing cycle, depending on the subscription and payment provider process.
Downgrades may reduce access to users, branches, modules, support level, reports, storage, integrations or features. You are responsible for exporting or adjusting data before downgrading if the downgrade affects access to features or limits.
Refunds or credits for upgrades and downgrades are handled according to the order form, payment provider rules and any agreed subscription terms.
Unless expressly agreed in writing, refunds are not provided for issues caused by the customer's own environment, including local computer or server faults, hosting or VPS issues, database corruption, operating system issues, network problems, antivirus/firewall/security restrictions, third-party software conflicts, incorrect configuration, lost credentials, deleted files, failure to maintain backups, ransomware, malware, unauthorised access, insufficient hardware or internet connection, unsupported browsers/devices, or changes made by the customer or their contractors.
Vendro may use third-party services such as Paddle, hosting providers, email providers, WhatsApp/SMS providers, tax systems, payment gateways, cloud providers and integration partners.
Third-party charges, refused payments, provider fees, tax calculations, currency conversion, exchange rate differences, card issuer charges or bank fees are controlled by the relevant third party and are not automatically refundable by Vendro.
Vendro is not responsible for customer-side data loss, accidental deletion, local database corruption, failed backups, hardware failure, hosting failure, ransomware, malware or unauthorised access in a customer-controlled environment.
For SaaS-hosted services, Vendro will use reasonable operational measures for platform security and backup, but customers should export and keep their own records where legally or operationally required.
For business customers: Vendro may refuse a refund where the service has already been supplied, the licence has been activated, subscription access has been used, implementation/custom work has started, the request relates to customer‑side environment issues, the customer breached terms of use, the account was suspended for misuse, fraud, security risk or non‑payment, the request is outside the applicable request period, the customer cannot reasonably verify the payment, the request relates to third‑party charges outside Vendro's control, or a signed agreement says the fee is non‑refundable.
For consumers: Nothing in this section overrides your statutory right to cancel within 14 days and receive a refund for the unused portion, minus a reasonable amount for services already supplied if you requested early performance. We will not refuse a refund solely because “service has already been supplied” if you cancel within the statutory period.
Nothing in this section limits rights that cannot legally be excluded.
To request cancellation, billing correction or refund review, contact:
Please include customer/business name, account email, order/invoice number, subscription plan, payment date, reason for request and any supporting evidence.
We aim to review billing/refund requests within 7 business days. Approved refunds may take 7 to 21 business days to appear, depending on the payment provider, bank, card issuer or payment method.
Vendro may update this policy from time to time. If we make a material change, we will, where reasonably practicable, notify active customers by email or website notice in advance, except where the change is required sooner for legal, security, operational or payment-provider reasons. The latest version will be posted on our website with a new effective date.
Vendro Limited
Company number: 17207190
Registered office: 2 Frederick Street, Kings Cross, London, WC1X 0ND
Billing email: billing@vendro.uk
Support email: support@vendro.uk
Privacy email: privacy@vendro.uk
Security email: security@vendro.uk