Legal

Refund Policy

Effective May 2, 2026

This Refund Policy explains when and how you can get a refund for purchases on Vizno, how to cancel a subscription, and what to do if a charge looks wrong. It is part of the Terms of Service.

1. Scope

This Refund Policy applies to purchases of digital content, membership access windows, passes, and tokens or virtual currency on Vizno. Vizno is a browser-based platform that hosts content published by independent creators; payments for creator content flow through Vizno and are subject to this Policy.

Paid features are not currently active on Vizno. This Policy states the refund framework that will apply once paid features launch. Where this Policy and the Terms of Service overlap, the Terms of Service control.

2. Refund window

Vizno's platform policy lets you request a refund within 10 days of purchase. For digital content, approval may depend on whether the content has been substantially consumed. We measure substantial consumption from in-product playback and progression metrics:

  • a single-purchase title is "substantially consumed" once more than 50% of its scenes have been played;
  • an episode unlock is "substantially consumed" once more than 50% of that episode's scenes have been played;
  • a season pass is "substantially consumed" once more than half of its episodes have been substantially consumed under the rule above;
  • a token or virtual-currency (Veez) purchase can be refunded within the window. If you have already spent some or all of the Veez that purchase granted, the refund still proceeds, but the spent Veez are reclaimed from your balance - this can leave your balance negative, and your wallet is frozen (no further spending) until the balance is brought back to zero or above.

Requests made after the 10-day window or for substantially consumed content may still be considered case by case (for example, if you experienced a technical defect that prevented you from playing what you paid for), but are not guaranteed.

The 10-day platform policy does not reduce a longer withdrawal period, refund right, warranty, or other consumer remedy that applies under mandatory law. In particular, the provider-cutover flow must identify and honor any statutory withdrawal right that applies to unused paid Veez. Any waiver for immediate digital performance must use the express consent and acknowledgment required in the reader's jurisdiction.

3. Voluntary tips

A tip is a voluntary Veez transfer to support a creator. You receive no content, access, perks, ownership, story change, subscription benefit, or charitable tax deduction in exchange.

An eligible tip can be reversed to Veez within 10 days from Account Billing. Because the tip was a wallet spend rather than a card transaction, the ordinary tip reversal returns Veez to the reader's wallet and reverses the related creator and affiliate accruals. Mandatory rights under applicable law are not limited by that in-platform reversal route.

4. How to request a refund

Email support@vizno.com from the email address on your Vizno account, with:

  • the order number or approximate purchase date;
  • the title or item being refunded;
  • a brief reason for the request.

For your protection and to prevent fraud, we may ask for additional information to confirm that the request is coming from the account holder. We will not refund a purchase to a third party.

5. How quickly refunds are processed

We acknowledge refund requests within 2 business days. Approved refunds are returned to the original payment method, typically within 5-10 business days depending on your card issuer or payment provider. Time to appear on your statement is set by your bank, not by Vizno.

6. What is not refundable

  • purchases older than 10 days that have been substantially consumed;
  • purchases tied to an account that has been terminated for violation of the Terms of Service, the Content Policy, or applicable law;
  • amounts for which no refund or reversal right exists under this Policy, applicable law, or payment-network rules.

Where a non-refundable item is purchased through a billing error attributable to Vizno, we will correct the error.

Nothing in this section excludes a remedy that cannot legally be excluded.

7. Membership windows (prepaid access)

Membership on Vizno is prepaid: you buy a fixed window of days with Veez. Nothing renews and no payment method is stored, so there is no recurring charge and nothing to cancel - access simply ends when the window does. A membership window refunded within the refund window is returned as Veez to your wallet, and the access ends immediately.

There are no recurring subscriptions on Vizno, so there is nothing to cancel and no renewal to stop. Access for a purchased window continues until the window ends, and there is no partial refund of a part-used window unless required by law in your jurisdiction.

A price change to a tier never affects a window you have already bought - it applies only to windows purchased after the change.

8. Payment failures

If a payment fails, we may retry it automatically for a short period and notify you. If it remains unresolved, we may suspend access to the affected paid content or feature until payment is corrected. Suspended access is restored once payment succeeds, subject to the rest of this Policy.

9. Chargebacks and disputes

Before initiating a chargeback or dispute with your bank or card issuer, please contact support@vizno.com. Most billing issues can be resolved directly and faster than the chargeback process.

Filing a chargeback for a transaction that does not qualify under your card network's rules (for example, where you received what you paid for and the issue is buyer's remorse) may result in:

  • temporary or permanent suspension of your Vizno account;
  • recovery of disputed amounts from any future Vizno credits or balances;
  • referral of the matter to your card network for review under its compliance procedures.

Vizno reserves the right to provide records of your account activity and purchase history to your card issuer or card network in response to a chargeback or dispute, as permitted by the Privacy Policy.

10. Refunds for creator content removed by Vizno

If Vizno removes a creator's content from the platform for a policy or legal reason, and you had purchased access to that content within the previous 30 days, you may be eligible for a refund of the affected portion. Contact support to make the request.

11. Tax handling

Sales tax, VAT, GST, or similar amounts collected on a refunded purchase are returned together with the principal refund. Where tax has been remitted to a tax authority and cannot be recovered, your refund will be of the net amount.

12. Changes to this Policy

We may update this Refund Policy from time to time. Material changes will be communicated through the Service or by email at least 14 days before they take effect, except where a shorter notice period is required by law or appropriate due to a security or compliance issue. The version of this Policy in effect when you make a purchase governs that purchase.

13. Contact