Refund Policy

UltiVoice wants you to be satisfied with your purchase. If UltiVoice does not work as described, or you experience a significant technical issue we cannot resolve, we will work with you on a refund. Please read this policy carefully before requesting a refund.

1. Eligibility Window

Refund requests must be submitted within 14 days of the original purchase date. After this window, refunds are not available except where required by applicable consumer-protection law.

For annual subscriptions, the 14-day window applies from the billing date. For monthly subscriptions, the window applies to the most recent billing cycle only.

2. Polar (Credit/Debit Card) — Refund Process

International card payments are processed by Polar (polar.sh), our Merchant of Record. Polar handles refund processing on our behalf.

To request a refund for a Polar card payment:

1. Email support@ultivoice.com with subject line "Refund Request — Polar".
2. Include your order ID (from the Polar purchase confirmation email) and the email address used at checkout.
3. Briefly describe the issue.

We will review your request and, if approved, initiate the refund through Polar's dashboard. Polar issues the refund to your original payment method. Processing time is typically 5–10 business days depending on your card issuer.

Polar may apply their own refund policies as Merchant of Record. For disputes, you may also contact Polar directly at polar.sh.

3. SePay / VietQR (Vietnamese Bank Transfer) — Refund Process

For payments made via SePay VietQR (domestic Vietnamese bank transfer), refunds are processed manually as a reverse bank transfer.

To request a refund for a SePay payment:

1. Email support@ultivoice.com with subject line "Refund Request — VietQR".
2. Include your order reference number (from the payment confirmation email) and your registered email.
3. Provide your Vietnamese bank account details for the return transfer: bank name, account number, account holder name.
4. Briefly describe the issue.

We will review your request and, if approved, initiate a manual bank transfer to the account you provide. Processing time is typically 3–5 Vietnamese business days. We will send a confirmation email when the transfer is initiated.

Note: SePay VietQR refund mechanics are subject to confirmation in W08 (SePay integration phase). The manual bank transfer process described above is our current operational procedure.

4. Non-Refundable Cases

Refunds are not available when:

• The refund window has elapsed (more than 14 days since purchase);
• You have used the App to produce commercial output and are requesting a refund after delivery;
• Your license was terminated due to a breach of the Terms of Service or EULA;
• The issue is caused by hardware that does not meet the published System Requirements;
• You simply changed your mind after the refund window, unless required by law.

5. Subscription Cancellations

Cancelling a subscription stops future billing. It does not automatically trigger a refund for the current billing period. Access continues until the end of the period already paid. To request a refund for the current period, contact us within the 14-day window as described above.

To cancel: sign in at ultivoice.com/account → Subscription → Cancel.

6. Processing Time Summary

Payment method	Refund processing time
Polar (card)	5–10 business days (card issuer dependent)
SePay / VietQR	3–5 Vietnamese business days

7. How to Request a Refund

Email support@ultivoice.com with:

• Subject: "Refund Request — [Polar or VietQR]"
• Your order ID or payment reference
• Email used at purchase
• Description of the issue
• For VietQR refunds: your bank account details

We aim to respond to all refund requests within 2 business days.

8. Changes to This Policy

We may update this policy. Material changes will be communicated by email and by updating the "Last updated" date above. The policy in effect at the time of your purchase governs your refund eligibility.

See also: Terms of Service · EULA · Privacy Policy