The short version
If a purchase didn't work out, tell us within 14 days and we'll refund it. Every charge on Vectortilla is a one-time payment — there are no subscriptions and nothing recurring to cancel.
Payments are handled by Paddle
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.
Your receipt and card statement will show Paddle, and approved refunds are issued by Paddle back to your original payment method. Paddle's Checkout Buyer Terms (paddle.com/legal/checkout-buyer-terms) apply to every purchase alongside this policy.
What this covers
- Private conversions — one-time charge per project.
- Brand Kit conversions and the brand-kit add-on — one-time charge per project.
- Batch vectorization — one charge for the whole batch, priced per image.
When we refund
We'll refund a purchase, in full, when within 14 days of payment:
- The output is materially broken or unusable and a re-run doesn't fix it.
- A technical failure on our side meant you didn't get what you paid for.
- You were charged twice for the same project, or charged in error.
- You bought by accident and haven't meaningfully used the deliverables.
- Batch items failed and a free retry couldn't recover them — refunded pro-rata per failed image if you prefer that over a re-run.
Before you're ever charged
Vectorization quality is visible before money moves: single uploads are traced first, and if a conversion fails before you've completed payment, the payment sheet aborts rather than charging you. If you'd already paid when a conversion failed, that's a technical failure on our side — refunded, no questions. Batch purchases start processing only after payment, which is why failed batch items get free retries and pro-rata refunds.
What we may decline
Automated tracing varies with the source image, so before refunding a quality complaint we may first offer a free re-run in a different quality mode — if you're still not happy, you get the refund.
- Requests made long after the 14-day window (contact us anyway — we'll still try to help).
- Repeat refund claims that indicate abuse of the policy, such as refunding purchases whose files are demonstrably in commercial use.
How to request a refund
Approved refunds are returned to your original payment method by Paddle, typically within 5–10 business days depending on your bank.
- Contact us through the contact page with your project link and the Paddle receipt (order/transaction reference). We usually respond within 1–2 business days.
- Or go directly through Paddle: reply to your Paddle receipt email, or use Paddle's buyer support at paddle.net.
A note on chargebacks
Disputing a charge with your bank can take weeks and freezes the process. Contacting us first is almost always faster — a refund under this policy usually lands before a dispute is even opened.
Your statutory rights
Nothing in this policy limits rights you have under law that cannot be waived, including consumer-protection rights in the European Union, the United Kingdom, South Africa, and elsewhere. Where those rights are stronger than this policy, the law wins.
Changes
We may update this policy as the service evolves. We'll revise the date above when we do, and the policy in force at the time of your purchase is the one that applies to it.
Contact
Ready to request a refund, or unsure if yours qualifies? Reach us through the contact page — include your project link and Paddle receipt reference. See also our Terms of Service and Privacy Policy.