Refund Policy

Last updated: May 31, 2026

VT Planner is a web-based platform for elevator traffic analysis, simulation, alternative comparison, and technical report preparation.

1. Polar payments

Our checkout process is conducted by Polar. Polar acts as the merchant of record and authorized reseller for purchases of VT Planner subscriptions and digital software access.

Refund eligibility for Polar transactions is evaluated under applicable law, the Polar Buyer Terms and Conditions, card network rules, and this policy. If there is any inconsistency between this page and Polar's terms for a Polar transaction, Polar's terms apply to the payment transaction.

2. General refund position

Unless required by applicable law, required by Polar's checkout terms, or expressly approved, fees for elapsed subscription periods and completed purchases are non-refundable and non-exchangeable.

We may consider refund requests on a case-by-case basis, including duplicate charges, incorrect charges, non-delivery of access, or a persistent technical issue that materially prevents use of the paid VT Planner service and cannot be resolved. Approved refunds may be full or partial.

Polar may also issue refunds at its own discretion where permitted by its terms, including to reduce or prevent payment disputes or chargebacks.

Nothing in this policy limits mandatory consumer rights. If local consumer protection law or Polar's terms give you additional or non-waivable rights, those rights apply.

Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behavior.

3. Statutory withdrawal and cancellation rights

Some countries provide statutory rights to withdraw from or cancel digital content or service contracts within a defined period. Those rights vary by jurisdiction and may depend on whether digital access has started, whether the service has been provided, and whether the purchase is a consumer or business transaction.

If you believe a statutory withdrawal, cancellation, or refund right applies, submit your request promptly through the Polar receipt, customer portal, or support channel and include the email address used for purchase.

If a refund is approved, Polar processes the refund to the original payment method where possible. Timing may depend on Polar, the payment processor, card networks, banks, and applicable law.

4. Subscription cancellations

You may cancel a subscription at any time to prevent future billing. If a transaction is not eligible for a refund, cancellation takes effect at the end of the current billing period and prevents further payments from being taken.

5. Technical or product defects

If a persistent technical issue or material product defect prevents access to the features or benefits described for VT Planner, please contact us first so we can try to resolve the issue. If the issue cannot be resolved, you may contact Polar support and provide details of the issue and any response received from us.

6. Requesting a refund

To withdraw, cancel, or request a refund for a Polar transaction, use the receipt, customer portal, or subscription management link provided by Polar at checkout or in your confirmation email. You may also contact Polar at support@polar.sh.

You may also contact us at info@vtplanner.com with the email address used for purchase and a short description of the issue.

7. Access after a refund

If a refund is issued for a VT Planner subscription or purchase, access to the relevant paid product or subscription may end.