Effective Date: 2025-12-24
1. Overview
This Refund Policy applies to all purchases of the Upon Vault service provided by Mesg Ltd, a private limited company registered in England and Wales (Company Number: 15167645), trading as “Upon” and “Upon Vault”, with its registered office at 86-90 Paul St, London, EC2A 4NE, United Kingdom.
Important: Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders and handles payment-related inquiries and refund requests. For product support, please contact us directly at support@uponvault.com.
This Refund Policy forms part of and should be read together with our Terms of Service.
2. 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on all new subscriptions. If you are not satisfied with the Upon Vault service for any reason, you may request a full refund within 30 days of your initial purchase date.
2.1 How to Request a Refund
To request a refund under our 30-day guarantee:
- Email us at support@uponvault.com within 30 days of your purchase.
- Include your Account email address and date of purchase.
- Provide a brief reason for your refund request (optional, but helps us improve). We would love to know what you expected from Upon, and how we fell short.
We aim to process all refund requests within 5 business days. Approved refunds will be credited to your original payment method within 5-10 business days, depending on your payment provider.
2.2 Eligibility
The 30-day money-back guarantee applies to:
- First-time subscribers to the Upon Vault service
- Annual subscription purchases
The guarantee does not apply if you have previously received a refund for an Upon Vault subscription.
3. Statutory Cooling-Off Rights (UK and EU Customers)
If you are a consumer in the United Kingdom or European Union, you have additional statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and equivalent EU legislation.
You have the right to cancel your subscription within 14 days of the initial purchase date without giving any reason. This statutory right is in addition to our 30-day money-back guarantee.
Important Exception: If you have accessed the core vault features, created a vault, or stored content during the cooling-off period, you acknowledge that you have requested the service to begin. In such cases, you may lose your statutory right to cancel if the service has been substantially performed. However, our voluntary 30-day money-back guarantee still applies.
4. Refunds After 30 Days
After the 30-day money-back guarantee period, we offer refunds only in the following circumstances:
4.1 Service Discontinuation
If we permanently discontinue the Upon Vault service, you will receive a pro-rata refund for the unused portion of your subscription period.
4.2 Material Service Failure
If the service experiences material failures rendering it substantially unusable for an extended period (exceeding 30 consecutive days), you may request a pro-rata refund for the affected period.
4.3 Billing Errors
If you have been charged in error (e.g., duplicate charges, incorrect amounts), we will promptly refund the erroneous amount upon verification.
5. Non-Refundable Circumstances
Except as expressly stated above, subscription fees are non-refundable. This includes, without limitation:
- Subscriptions cancelled after the 30-day money-back guarantee period
- Accounts terminated for violation of our Terms of Service
- Failure to use the service or dissatisfaction with features after 30 days
- Changes in your personal circumstances
- Loss of access due to forgotten credentials or encryption keys
- Partial months or years of subscription (no pro-rata refunds for early cancellation)
- Customers who have previously received a refund for an Upon Vault subscription
6. Subscription Renewals
6.1 Renewal Charges
Subscriptions automatically renew annually. You will be charged on the renewal date unless you cancel before the end of your current billing period.
6.2 Renewal Refunds
Renewal charges are eligible for a refund if you contact us within 7 days of the renewal date and you did not actively use the service during that period.
To avoid unwanted renewal charges, please cancel your subscription at least 48 hours before the renewal date.
7. How to Cancel Your Subscription
You may cancel your subscription at any time:
- Through your Account: Use the subscription management features in your Account settings
- By email: Contact us at support@uponvault.com
Cancellation takes effect at the end of your current billing period. You will retain access to the service until your subscription expires.
8. Chargebacks and Payment Disputes
We strongly encourage you to contact us at support@uponvault.com to resolve any billing concerns before initiating a dispute with your payment provider.
If you initiate a chargeback or payment dispute without first attempting to resolve the issue with us:
- Your Account will be immediately suspended pending investigation
- If the chargeback is found to be unjustified, your Account may be permanently terminated
- We reserve the right to recover any fees, costs, or damages arising from fraudulent or abusive chargebacks
- We may report fraudulent chargeback activity to relevant authorities
9. Refund Processing
9.1 Processing Time
- Review: Refund requests are reviewed within 5 business days
- Processing: Approved refunds are initiated within 5 business days of approval
- Credit: Funds typically appear in your account within 5-10 business days, depending on your payment provider
9.2 Refund Method
All refunds are processed to the original payment method used for the purchase. We cannot process refunds to alternative payment methods.
9.3 Currency
Refunds are processed in the same currency as the original transaction. Exchange rate fluctuations may result in a slightly different amount being credited to your account.
10. Contact Us
For refund requests or billing inquiries, please contact us:
Mesg Ltd (trading as Upon / Upon Vault)
Email: support@uponvault.com
Post: Mesg Ltd, 86-90 Paul St, London, EC2A 4NE, United Kingdom
We aim to respond to all refund inquiries within 5 business days.
