Refund Policy

VocalVault is a digital marketplace for vocal recordings and audio files. Because our products are digital goods that are delivered instantly upon purchase, our refund policy differs from physical goods retailers. This policy outlines when refunds are available and how to request one.

Marketplace purchases (individual vocals and bundles) are eligible for a refund within 7 days of purchase. After 7 days, the seller payout is processed and refunds are no longer available.

How to request a refund:

• Go to your Purchases page and click "Request Refund" on the purchase within 7 days
• Provide a reason for your refund request
• Our team will review your request and approve or deny it

Valid reasons for a refund include:

• The delivered files are materially different from what was described in the listing
• The files are corrupted or unplayable
• You were charged in error (e.g., duplicate payment)
• The seller has violated the platform's content policies

Important: When a refund is approved, all associated licenses are permanently revoked and become unverifiable. Continued use of the purchased content after a refund is unauthorized.

Many vocals offer a "Try Before You Buy" free preview download so you can evaluate before purchasing.

Custom vocal requests are protected by our escrow system:

• Your payment is held securely in escrow until the seller delivers the work
• Once the seller delivers, you have the opportunity to review and accept the work
• If the seller does not deliver by the agreed deadline, you may request a full refund
• Overdue custom requests are eligible for automatic refund processing

Disputes: If you receive a custom request delivery that does not meet the agreed specifications, please contact our support team. We review disputes on a case-by-case basis and may mediate between buyer and seller to reach a resolution.

VocalVault offers Premium ($10.88/mo) and Pro ($35/mo) subscription plans:

• Subscription fees are non-refundable for the current billing period
• You may cancel your subscription at any time — cancellation takes effect at the end of the current billing period
• After cancellation, you retain access to subscription features until the end of your paid period
• No partial refunds are issued for unused portions of a billing period

If you experience a technical issue that prevents you from using subscription features for an extended period, please contact support and we will review your case.

Promotion budgets paid by sellers operate on a CPM (Cost Per Mille) impression model:

• Promotion budgets are non-refundable once impressions have been served
• If a promotion is removed by VocalVault for policy violations, any remaining unspent budget may be refunded at our discretion
• Promotions automatically expire after 30 days or when the budget is exhausted

To request a refund:

• Custom Requests: Use the "Request Refund" button on overdue custom requests directly from your purchases page
• All Other Refunds: Contact us at support@vocalvault.co.nz with your order details and reason for the refund request

Please include:

• Your account email address
• The order or transaction ID
• A description of the issue
• Any supporting evidence (screenshots, etc.)

Approved refunds are processed as follows:

• Refunds are issued to the original payment method used at checkout
• Processing time is typically 5-10 business days, depending on your bank or payment provider
• You will receive an email confirmation when a refund has been initiated
• Refunded amounts include the purchase price and any processing fees charged at checkout

VocalVault is a digital-only platform. There are no physical goods or shipping involved:

• All purchases are delivered digitally as downloadable files (MP3, WAV)
• Files are available immediately after payment is confirmed
• License certificates are delivered via email and accessible from your "My Licenses" page
• Custom request deliverables are uploaded by the seller and accessible from your purchases page

When a refund is issued for a marketplace purchase, the corresponding seller payout is reversed. Sellers are notified when a refund affects their earnings. Platform fees collected on refunded transactions are also returned.

VocalVault reserves the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Continued use of the Platform constitutes acceptance of any changes.

For refund requests or questions about this policy, contact us at:

Vocal Vault Limited

NZBN: 9429053404800

47 Chaucer Road South, Hospital Hill, Napier, Hawke's Bay 4110, New Zealand

Phone: 022 850 3753

support@vocalvault.co.nz