01 General policy
Because Visibl provides digital audit reports as a SaaS platform that consume platform resources, third-party access, processing time, and analysis work, purchases are generally final once an audit has started or a digital report has been delivered.
Refund requests are reviewed case by case. Visibl and Polar may consider the nature of the product, whether an audit was submitted, whether a report was delivered, usage or consumption, the reason for the request, applicable law, Polar's applicable policies, and Visibl's Terms and Conditions.
02 One-time audits
For one-time audits, refunds are generally not provided after processing begins, except where required by applicable law, Polar's applicable buyer terms, mandatory consumer rights, or where Visibl determines that a refund, credit, or replacement audit is appropriate.
If a user purchases an audit but does not submit an audit request, the unused audit remains available until it is used or expires under the applicable purchase terms. Refund requests for unused audit credits are reviewed case by case and may be declined except where required by law, Polar's applicable buyer terms, mandatory consumer rights, or where Visibl approves a refund in its discretion.
03 Monthly plans
Users may cancel a monthly plan to stop future renewals. Cancellation does not automatically refund amounts already paid for the active billing period.
Fees already paid for the active billing period are generally non-refundable, including where monthly audit capacity remains unused, except where required by applicable law, Polar's applicable buyer terms, mandatory consumer rights, or where Visibl approves a refund in its discretion.
Plan audits do not roll over unless the pricing page or your plan terms expressly say otherwise.
04 Failed audit delivery
Visibl audits are not instant. Most audits are expected to complete within 3 to 6 hours, but this is an estimate and not a guaranteed delivery time.
If an audit request is submitted and Visibl does not deliver any report within 24 hours, the audit credit used for that request will be automatically returned to the user's account.
A returned audit credit is the default remedy for non-delivery. Visibl may also retry the audit, complete the report with exceptions, or provide a replacement audit where appropriate.
Cash refunds are not automatically provided for delayed or failed audits. If no report is delivered within 24 hours after an audit request is submitted, the user may request a refund within the next 24 hours. Refund requests made after that period may be declined, except where required by applicable law, Polar's applicable buyer terms, or mandatory consumer rights.
If a report is delivered within 24 hours, the audit is considered fulfilled, even if some engines return errors, exceptions, partial results, unavailable responses, or other limitations caused by third-party platforms, technical restrictions, access limitations, or location-based access conditions.
05 Non-transferable
Visibl audit credits are non-transferable software usage entitlements. One audit credit allows a user to generate one audit report inside Visibl. Audit credits cannot be exchanged for cash, transferred, resold, gifted, or used outside the Visibl platform.
06 Approved refunds
Approved refunds are processed through Polar to the original payment method where possible and are subject to Polar's processing rules, transaction limits, and applicable law.
Submitting a refund request does not guarantee that a refund will be approved.
07 Mandatory rights
Nothing in this Refund Policy limits any refund, cancellation, consumer guarantee, statutory withdrawal right, tax refund right, or other right that cannot be excluded under applicable law.
Users in some regions may have mandatory consumer rights that apply even if a service says purchases are final. Visibl will comply with applicable legal requirements in the regions where it offers services.
08 Contact us
For refund or billing questions, contact us at: