Refund Policy
This Refund Policy explains when refunds may be requested for Vetrotest subscriptions and how approved refunds are processed.
Last updated 1 September 2026
Vetrotest uses a Merchant of Record for subscription payments. Paddle.com processes purchases made while Paddle is the active checkout provider. Polar processes purchases made while Polar is the active checkout provider. The provider that charged the purchase handles that payment, the invoice, and the refund request.
1. Refund Eligibility
Customers may request a full refund within 14 days of their initial Pro or Team subscription purchase.
The 14-day refund period begins on the date the initial subscription payment is made.
Subscription renewal charges are generally non-refundable once processed, except where a refund is required under applicable law or otherwise approved by Paddle.
Where a refund is approved, the refunded amount will be returned to the original payment method used for the purchase. The subscription will end and the account will return to the applicable Free plan.
2. How to Request a Refund
Refund requests should be submitted through Paddle.
You can request a refund by:
- Using the “View receipt” or “Manage subscription” link in your Paddle confirmation email; or
- Visiting Paddle.net and selecting Request refund.
Paddle reviews and processes refund requests and returns approved refunds to the original payment method.
Refund processing times may vary depending on the payment method and financial institution. Approved refunds typically take a few working days to appear in your account.
3. Subscription Cancellation
You may cancel your subscription at any time through the Settings section of your Vetrotest account.
Cancellation prevents your subscription from automatically renewing and stops future subscription charges.
When you cancel, your subscription remains active until the end of the current paid subscription period unless otherwise stated. You will continue to have access to the features and benefits included with your plan during that period.
Cancellation does not automatically result in a refund for the current subscription period.
After the 14-day refund period, unused subscription time, unused credits, and partially used subscription periods are generally not eligible for a refund, except where required by applicable law.
4. Refunds for Renewals
Renewal payments are generally not eligible for a refund once the renewal charge has been processed.
To avoid a future renewal charge, you should cancel your subscription before the next billing date. You can manage your subscription and cancellation through the Settings section of your Vetrotest account.
If a renewal payment was made in circumstances where a refund is required by applicable law, the applicable legal rights will continue to apply.
5. Consumer Rights
Nothing in this Refund Policy limits, excludes, or overrides any consumer right or remedy that cannot legally be limited or excluded under the laws applicable to you.
Where applicable law provides you with a right to a refund or other remedy, that right will continue to apply regardless of the terms of this policy.
6. Merchant of Record
Paddle.com is the Merchant of Record for purchases completed through Paddle. Polar is the Merchant of Record for purchases completed through Polar. Use the receipt and customer portal from the provider that charged the subscription.
7. Policy Updates
We may update this Refund Policy from time to time to reflect changes to our services, payment processes, or applicable legal requirements.
The “Last updated” date at the top of this policy indicates when it was most recently revised.