Refund Policy
Effective date: [2025-10-08]
We work hard to provide parents with reliable digital-safety tools. If a technical issue prevents normal use and our support team cannot resolve it, you may request a refund under this policy.
Please note: Most technical problems can be resolved quickly and effectively by contacting our customer support team. We strongly encourage all users to seek assistance before submitting a refund request.
- Within 14 calendar days of purchase or renewal: refundable minus a 10% processing fee.
- After 14 calendar days: no refunds.
- Processing time: 5–7 business days after approval, refunded to your original payment method.
- Contact support first: Most issues are fixable when diagnostics are provided.
A refund request is eligible when all of the below are met:
- The request is made from the purchase email and includes the required information (see Section 3).
- You cooperate with troubleshooting and provide logs/screenshots/video so we can verify and attempt a fix.
- The product is used on a compatible device and installed per our guide.
- The request is within 14 days of the initial purchase or renewal.
Many technical problems are solvable once logs are shared. Please contact support@vigilkids.com before submitting a refund request.
- Within 14 calendar days: Refund of the order amount, minus a non-refundable 10% processing fee.
- Example: order $100 → refund $100 − $10 = $90.
- After 14 calendar days: No refunds for the current billing period.
- Renewals: The same 14-day window applies to renewals if you forgot to cancel. Cancelling stops future renewals but does not backdate a refund.
Taxes, bank FX fees, or third-party fees may be non-refundable per provider policy.
Email support@vigilkids.com with subject "Refund Request - [Your Order ID]" and include:
- Full name and purchase email
- Order ID, purchase date, and plan
- Reason for the request
- Diagnostics (logs / screenshots / short video)
We'll review and reply within 5–7 business days. Approved refunds are returned to the original payment method.
- Requests submitted after 14 days.
- Incompatible or unsupported devices/OS versions, or missing root/jailbreak where required by a feature.
- Failure to follow install or usage guides; refusal to provide diagnostics preventing verification.
- Device resets/changes, security settings, third-party apps, or vendor/OS updates that block functionality and are outside our control.
- Change of mind, accidental purchase, or expectations of features we do not provide.
- Illegitimate use or Terms violations.
- Expired subscriptions, consumed services, bonus/promo items, price differences due to promotions or exchange rates.
To prevent the next charge, email support@vigilkids.com to cancel. Cancellation stops future billing but does not automatically refund the current period (see Sections 1–4).
Opening a chargeback during a refund review may lead us to suspend account access and contest the chargeback. Using our refund channel is the fastest way to resolve issues.
If you purchased through a reseller, marketplace, or affiliate, their refund terms apply. Please contact that seller directly; we cannot refund third-party purchases.
Nothing in this policy limits any mandatory consumer rights that apply in your country or region. Where local law requires a different outcome, we will follow the law.
Questions? We're here to help.
Email:support@vigilkids.com
