Refund Policy

This Refund Policy explains how refund requests for Desio are handled. The service is supplied by VRCFORGE STUDIOS LTD (company number 15117291). This policy applies to purchases made through our website. Purchases made through the Apple App Store are covered separately in section 9.

1. Cancellation and refunds are different

Cancelling a trial or subscription stops future renewals but does not automatically reverse a charge already processed. A website subscription can be cancelled directly from the subscription controls inside the HabiVue app or automatically through our subscription cancellation page using the billing email and last four card digits. Confirmed cancellation stops future billing and payment retries. A payment already submitted before cancellation may still finish processing. See our Cancellation Policy for the full process.

2. Refund requests within 14 days

You may submit a refund request within 14 calendar days after an initial website purchase. If a free trial converts to a paid subscription, you may submit the request within 14 calendar days after the first charge following that trial.

We review each request fairly under this policy and applicable consumer law. Submitting a request within 14 days does not by itself guarantee a refund unless the law that applies to you provides that right. We may approve a full or partial refund, offer another appropriate remedy, or decline a request after considering the circumstances, product usage, technical evidence, and any indication of fraud or refund abuse.

3. Technical problems and other eligible circumstances

Contact us first if the product was not delivered, paid access did not work, or the service had a material defect. We will investigate and try to restore or replace the affected service. A full or partial refund or another remedy may be appropriate where, for example:

• paid access was not provisioned or could not be used because of an error attributable to Desio;
• a material technical defect or service outage attributable to us prevented reasonable use and was not resolved within a reasonable time;
• the same purchase was charged more than once, or the amount or billing frequency differed from what was confirmed;
• the paid service was materially different from its description at the point of purchase;
• we discontinued a paid service during a period for which you had already paid; or
• applicable law requires a refund, price reduction, repeat performance, cancellation, or another remedy.

4. Situations that do not create an automatic refund

A refund is not automatic merely because a customer forgot to cancel, did not use the service, changed their mind after using it, disliked the subjective style of an AI-generated concept, used an unsupported device or network, or breached these Terms. Every request is still assessed under this policy and any mandatory consumer rights that apply.

5. How to request a refund

Use the Help Centre or email support@desioapp.com. To help us identify the purchase and investigate promptly, include:

• the email used at checkout;
• the approximate purchase or renewal date;
• only the last four digits of the payment card, if relevant;
• a clear description of what happened and when; and
• screenshots or other evidence that may help us reproduce the issue.

Never send a full card number, security code, expiry date, or password. We may ask for reasonable additional information needed to verify the purchase, investigate the issue, and assess the request.

6. How approved refunds work

An approved refund is normally returned to the original payment method where possible and is initiated within 14 days after approval. Your bank or payment provider may take additional time to display the credit. A full refund ends the associated paid access. A partial refund does not necessarily cancel the subscription or stop future renewals, so cancel separately if you do not want the subscription to renew.

7. Cooling-off and regional rights

Consumers in the European Union, European Economic Area, Switzerland, and the United Kingdom may have a statutory 14-day right to withdraw from certain digital-content or digital-service contracts, including after the first paid charge following a free trial. Where permitted by law, that withdrawal right may end once digital content or a digital service has begun with the consumer's prior express request, consent, and acknowledgement that the right will be lost.

Other countries may provide a different withdrawal period or additional remedies. The mandatory consumer law that applies to you always prevails over this policy where it provides stronger protection.

8. Payment disputes

Please contact us before starting a payment dispute so we have an opportunity to investigate and resolve the issue. A payment dispute may suspend access while it is reviewed. This does not limit any lawful right to dispute an unauthorised or incorrect charge.

9. App Store purchases

Apple controls billing and refunds for purchases made through the Apple App Store. Those requests must be submitted to Apple and are assessed under Apple's rules and applicable law. We can help identify the correct purchase channel, but we cannot issue an Apple refund ourselves.

10. Statutory rights

This policy is additional to your legal rights. It does not exclude or restrict any mandatory right to a refund, price reduction, repeat performance, cancellation, cooling-off remedy, or other consumer remedy. Where applicable law provides stronger protection, that law prevails.

11. Contact

For a refund request, its status, or product support, email support@desioapp.com or use the Help Centre.