Refund Policy

This Refund Policy sets out when we refund money you have paid for anVendor, when we do not, and how to ask. It is an agreement between you and the operator of anVendor: a sole trader established in Spain, trading as anVendor.

This policy forms part of our Terms of Service. Terms defined there carry the same meaning here, and section references in this document are to sections of the Terms. Where the Terms and this policy could be read differently on a refund question, this policy governs.

Read the Terms of Service

Paddle is the seller

Paddle is the merchant of record for every purchase on anVendor. Paddle is the seller for your transaction, issues your invoice, and collects sales tax and VAT — and it is Paddle that returns the money to your payment method when a refund is due. We decide whether a refund is owed under this policy; Paddle carries it out. Paddle's own buyer terms apply to the payment itself, alongside this policy.

Our registration details — legal name, VAT number, and registered office — are in the "Who you are contracting with" panel on the Terms of Service page, which is shown to signed-in users. They are personal data as well as company data, so we do not publish them to anonymous visitors. Ask support@anvendor.com and we will send them to you.

Nothing in this policy limits any refund, cancellation, or withdrawal right you have under consumer law that cannot be waived by agreement. Where such a right and this policy disagree, the right wins.

Consumers in the UK and EU: the 14-day right to withdraw

If you are a consumer in the UK or EU, you have a statutory 14-day right to withdraw from a distance contract. By starting to use anVendor within that period you ask us to begin performance immediately, and you accept that the right is lost once the service has been fully performed, and is reduced proportionately to the extent it has been performed.

In practice that means: if you have not run a search or spent a credit, a request inside 14 days gets your money back in full. If you have used part of what you bought, we refund the part that is proportionate to what you have not used. Tell us you are withdrawing — no form and no reason is needed.

If you are a consumer elsewhere, the mandatory law of the country where you live applies to you whatever this policy says. If you bought on behalf of a company or otherwise as a business, consumer withdrawal rights do not apply and sections 3 to 7 are what govern your purchase.

• —Paid plans are billed in advance through Paddle and renew automatically for successive periods until cancelled.
• —You can cancel at any time from your account settings. Cancellation takes effect at the end of the period you have already paid for, you keep full access until then, and there is no further charge after that.
• —We do not refund the unused part of a period after cancellation. You keep the access you paid for until the period ends, so there is nothing unspent to return.
• —A downgrade takes effect at your next renewal rather than immediately, and does not produce a partial refund of the period already paid for.
• —We will give you at least 30 days' notice before any price increase, and it takes effect at your next renewal. If you were charged an increased price without that notice, we refund the difference, or the whole renewal if you would rather cancel.
• —If a payment fails we may retry it and, after notice, suspend or downgrade your account. A failed payment is not a charge, so there is nothing to refund.

• —A scan pack is refundable in full while every credit in it is unused, if you ask within 14 days of the purchase.
• —Once any credit from a pack has been used, the pack is not refundable. Pack credits never expire, carry over indefinitely, and are drawn down only after the allowance included in your plan for the current period — so a part-used pack still holds everything you paid for and can be used whenever you want it.
• —We do not refund individual credits, and outside the 14-day window above we do not buy unused credits back.
• —Credits granted by us rather than purchased — a goodwill top-up, or a restoration under section 5 of this policy — cost nothing and so carry no refund value.

Section 5 of the Terms sets out how your allowance is counted. The short version is that a new lookup counts from the moment it is started, including where it returns no result or does not complete, because it consumes the same resources either way — and a search that returns nothing at all, producing no record, is not counted in the first place.

Where the fault is ours, we put the allowance back

If a lookup failed because of an outage, a defect, or a scan of ours that never ran, tell us at support@anvendor.com which searches were affected and we will restore the allowance or the credits. Restoring what was consumed is the normal remedy here rather than returning money, because it puts you back exactly where you were.

What is not a fault

We do not restore an allowance because a result was empty, thinner than you hoped for, or wrong. Results are derived, not declared, and we do not warrant their accuracy, completeness, or currency — see sections 9 and 16 of the Terms. The free plan exists so you can test what the data looks like for the companies you care about before you pay for anything.

Write to support@anvendor.com and we will refund you, without argument, where:

• —You were charged twice for the same period, or twice for the same one-time purchase.
• —You were charged after you cancelled, or after your account was closed.
• —The charge does not match the plan or pack you bought, or a billing error on our side produced it.
• —A charge on your card was not authorised by you. We will refund it and help you secure the account.
• —The service was unavailable or unusable for a material part of a period you had paid for, through our fault, and we could not put it right — refunded pro rata for the affected time, or for the whole period where that is what the disruption amounted to.
• —You are within a statutory withdrawal period as described in section 2.

Beyond these cases refunds are at our discretion, and we do look at requests on their merits — a genuine mistake, a purchase you clearly never used, a misunderstanding about what a plan included. Ask us. The list above is what you are entitled to, not the limit of what we will do.

• —The unused remainder of a subscription period you have cancelled (section 3).
• —A scan pack from which any credit has been used, outside the unused-pack window in section 4.
• —Allowance spent on lookups that returned little or nothing, and dissatisfaction with the accuracy, completeness, or coverage of results (section 5).
• —A period you paid for but did not get round to using. Non-use is not a defect. That said, if you forgot to cancel and have not used the service at all since the renewal, ask anyway — those we look at case by case.
• —Where we terminate your access for a material breach of section 8(a) to 8(g) of the Terms, which we may do immediately and without refund.
• —Amounts you dispute through your bank as a chargeback without having asked us first — see section 9.

• —Email support@anvendor.com from the address on your account. Tell us what you want refunded, roughly when it was charged, and the Paddle invoice or transaction number if you have it — Paddle emails you a receipt for every purchase, and that number is the fastest way for us to find the payment.
• —We will acknowledge within 2 business days, and decide within 5 business days of having everything we need from you.
• —Approved refunds are issued by Paddle to the payment method you originally used. Paddle usually settles within 5 to 10 business days from there; the exact timing belongs to your bank or card issuer rather than to us.
• —A refund includes any VAT or sales tax that was collected at checkout, because Paddle collected it as merchant of record and returns it the same way.
• —We refund in the currency you were charged in. If exchange rates have moved between the charge and the refund, your bank's conversion is what you receive; we do not top up a difference caused by that.

If you do not recognise a charge or believe it is wrong, come to us first. We can almost always resolve it faster than a bank dispute can, and support@anvendor.com is watched by the person who can actually authorise the refund.

Where a chargeback is raised without asking us, we may suspend the account while the dispute is open, and Paddle may block further purchases. If a chargeback succeeds against service you had already used, we may treat the amount as still owed and terminate your account under section 14 of the Terms.

None of that is aimed at a good-faith dispute. It is about a chargeback used in place of a refund request, not about you exercising a right you genuinely hold.

The free plan involves no payment, so there is nothing to refund on it. You can stop using anVendor and close your account at any time.

We may update this policy. We revise the date at the top of the page, and for material changes we will notify you by email or in the product before they take effect. Whichever version was in force when a payment was taken is the version that applies to that payment.

• —Refunds, billing, and anything about a charge: support@anvendor.com
• —Privacy matters, and correction or removal requests: privacy@anvendor.com