Last updated: 17 April 2026
This page outlines when refunds may be available, when they are not, and how Vantrel evaluates refund requests. It is intended to make the commercial rules easier to follow before you buy or submit a support request.
This Refund Policy explains when Vantrel will issue refunds for subscription purchases, how to request a refund, and how statutory consumer rights apply by jurisdiction. This policy applies to individual subscriptions purchased on vantrel.io. Enterprise and group subscriptions are governed by separate enterprise agreements. For details on referral program commissions and their treatment in refund scenarios, see Section 3A below.
You may request a refund within 7 calendar days of your first subscription payment if all eligibility criteria in this policy are met.
If you purchase a subscription using a referral code, your purchase generates a referral commission for the referring partner.
Referral commissions are placed on hold for 14 calendar days from the date of your transaction.
If you request and receive a refund within the 7-day standard refund window, the referring partner's commission for this transaction is automatically reversed and cancelled.
If you request a refund after the 7-day window but within the 14-day hold period, the refund request will be evaluated under standard exceptions. If the refund is approved, the commission reversal will also occur.
After the 14-day hold period expires, commissions are final and will be paid out in the next monthly payout batch. Refunds requested after the 14-day window will not reverse commissions retroactively.
A subscription is treated as substantially accessed, and no longer eligible for a standard refund, when any one of the following occurs:
Vantrel platform logs are the authoritative record used for this verification.
Cancellation stops auto-renewal for the next billing period. It does not automatically create a refund for the current paid term. Access continues until the end of the period already paid for.
Pro-rated refunds are not automatic and may only be issued in exceptional situations at Vantrel's discretion, unless mandatory law requires a different outcome.
EU and UK users may have a 14-day right of withdrawal under applicable consumer law. Where valid explicit consent to immediate digital-content access was collected at checkout, withdrawal rights may be reduced after access begins. Where such consent was not properly collected, statutory withdrawal rights remain in full.
For verified Vantrel-side failures lasting more than 48 consecutive hours, Vantrel may provide one of the following remedies: extension of access, pro-rated credit, or pro-rated refund.
Issues caused by a user device, local network, browser incompatibility, or unrelated third-party outages are not qualifying technical-failure cases.
Email: support@vantrel.io
Subject line: Refund Request - [your registered email address]
Include:
Refunds are issued to the original payment method only. Vouchers, credits, cash alternatives, and transfers to a different payment method are not supported unless required by applicable law.
This policy is governed by the laws of the Federal Republic of Nigeria. Disputes shall first be subject to state arbitration in Lagos, Nigeria, followed by final resolution through the courts of Lagos State, without limiting any mandatory consumer rights in your jurisdiction.
For refund requests and related questions, use the contact form below or email support@vantrel.io.