Refunds, handled fairly.

Vantivelo sells two things: the $39 Personalized Strategy Roadmap, a one-time purchase; and an optional monthly membership at $29, $59, or $99 per month. This policy explains how refunds are handled for each, and what to do about a charge that looks wrong.

Payments are processed by Stripe. Vantivelo's checkout is live and payments are processed by Stripe. This policy describes how refunds are handled; the final refund windows are still being confirmed with counsel and will be published here.

The Strategy Roadmap is delivered digitally and immediately: as soon as your purchase completes, your Roadmap is generated and permanently available in your account. Because the entire product is delivered up front, refund requests are reviewed individually rather than granted automatically.

To request a review of a Roadmap charge, email us and tell us what went wrong. We will:

• look at whether the Roadmap was actually generated and delivered to your account;
• look at whether a technical fault prevented you from receiving what you paid for; and
• refund the purchase where the product failed to deliver, where the charge was made in error, or where the law requires it.

Remember that a Roadmap purchase is not per-situation. If your circumstances change, you can complete a new assessment and generate a Strategy Roadmap from that new report at no additional Roadmap charge — so "my situation changed" is a reason to generate a new Roadmap, not a reason to need a refund. See the Terms of Service.

To be finalised. Whether Vantivelo will offer a fixed no-questions-asked refund window for the Roadmap — and if so, how long it runs and whether it is voided by generating a Roadmap — is an open business decision. It will be stated explicitly here before checkout opens. Until then, requests are handled on the case-by-case basis described above.

If a Roadmap purchase is refunded or reversed, the access granted by that purchase is withdrawn.

Membership is billed monthly in advance and can be cancelled at any time. Cancelling stops future renewals; it is not itself a refund of the period you're already in. Your paid access continues until the end of the period you've already paid for — see the Cancellation Policy.

Because cancelling leaves you with the access you paid for, we don't refund a membership month simply because it was cancelled part-way through. We will review a membership charge where:

• you were charged after cancelling;
• a technical fault meaningfully prevented you from using the membership functionality you paid for;
• the charge was a duplicate or an error; or
• a refund is required by the law that applies to you.

Where a membership charge is refunded or reversed, that membership ends and paid-tier access stops. Any unused Coach submission balance associated with that membership is forfeited. Your purchased Strategy Roadmaps are a separate product and are not affected.

To be finalised. Whether part-month refunds or proration will be offered on membership cancellation or mid-cycle plan changes has not been decided, and depends in part on what the payment provider supports. No proration rule is promised here.

If you've been charged twice for the same thing, charged an amount you didn't authorise, or charged after cancelling, contact us and we'll investigate and correct it. Billing errors are corrected as a matter of course — they are not subject to the discretionary review above.

Approved refunds are returned through the original payment method, processed by our payment provider. How long the money takes to appear depends on your bank or card issuer, not on Vantivelo.

Processed by Stripe. Refunds are issued through Stripe, our payment provider, back to the original payment method. Stripe's specific refund mechanics and typical processing times will be added to this section as they are confirmed.

If something looks wrong, please contact us first — it's almost always faster than a chargeback. A chargeback on a Vantivelo purchase is treated the same way as a refund of that purchase: the access it paid for is withdrawn, and a membership chargeback ends the membership and forfeits any remaining Coach submission balance.

Nothing in this policy limits refund or cancellation rights you have under the consumer law that applies where you live. Where those rights give you more than this policy does, those rights apply.

Email support@vantivelo.com from the address on your Vantivelo account. Tell us what you were charged for, roughly when, and what went wrong. We'll confirm receipt and tell you the outcome. Email is our only support channel.