Refund & Cancellation Policy – Viapa AI

Effective Date: September 15th, 2025

1. Overview

This Refund & Cancellation Policy explains how refunds, cancellations, and reversals are handled on Viapa (“Viapa,” “we,” “us,” or “our”).

Viapa operates a non-custodial technology platform. We do not hold customer funds and do not directly settle financial transactions. Refunds and reversals are therefore subject to the nature of the service and the applicable third-party provider.

2. Refund Eligibility

Refund eligibility depends on the type of transaction, as outlined below:

2.1 Bill Services

• Bill Services are non-refundable once successfully processed by Parallex Bank

• Once funds are credited, Viapa cannot reverse or refund the transaction

2.2 Espees Conversions

• All Espees conversions are final and non-reversible

• Users are responsible for confirming conversion details before proceeding

• No refunds or reversals are available once a conversion is completed

2.3 Subscriptions & Services

• Refunds may be available within 7 days of purchase if:

  • The service has not been accessed, and

  • No material usage has occurred

• Requests are reviewed on a case-by-case basis and may be subject to third-party platform rules (e.g., app stores)

3. Subscription Cancellation

Users may cancel subscriptions at any time through their account settings or the relevant app-store account.

• Cancellation takes effect at the end of the current billing cycle

• Access to subscribed features continues until the billing period ends

• No automatic refunds are issued for unused time unless required by law or explicitly approved

4. Exceptions (No Refunds)

Refunds will not be issued for:

• Used or partially used services

• Promotional credits, bonuses, or free rewards

• Fees imposed by payment processors, banks, or third-party providers

• Completed wallet top-ups

• Completed Espees conversions

5. Failed, Duplicate, or Erroneous Transactions

If you believe a transaction was:

• Failed

• Duplicated

• Incorrectly charged

Please contact Viapa Support with the transaction reference.

Where applicable, we will investigate and coordinate with the relevant payment provider.

6. Chargebacks & Disputes

• Chargebacks are handled by the user’s bank or payment provider

• Viapa may temporarily restrict access during dispute resolution

• Repeated or abusive chargebacks may result in account suspension

7. Processing Time (Where Applicable)

Approved refunds (where permitted) are processed by the relevant provider and may take:

• 5–14 business days, depending on the provider and payment method

8. Legal Rights

This policy does not override mandatory consumer protection rights under applicable law.

Where local laws provide additional rights, those rights will apply.

9. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time.

Changes will be reflected by updating the “Last Updated” date above.

10. Contact Us

For refund or cancellation inquiries:

Viapa – Support & Billing Team

📧 Email: support@viapaai.com