Refund and support policy
This draft describes how support and refund requests behave in VAYO today. It is published so buyers and creators can see the process honestly while the final policy is written and approved.
A request is a request
Submitting a support or refund request through VAYO does not guarantee or automatically issue a refund. Nothing is approved, promised or paid by sending one.
Every request is reviewed case by case between the buyer and the seller of that agent. If the two cannot agree, either side can escalate the request to VAYO, and VAYO will look at the conversation and the agent's own listed description.
Eligibility and time limits are not final
The exact refund eligibility rules and time limits for VAYO are still being decided and are pending owner approval. This page will state them plainly once they are approved.
Until then, no specific window, percentage or automatic entitlement should be assumed from anything in the product or in this draft.
Sellers process agreed refunds through Stripe
Each seller is the merchant of record for their own sales, so a seller who agrees to a refund processes it themselves in their own Stripe Dashboard for that order. VAYO does not hold the funds and cannot move money on a seller's behalf.
Marking a request resolved inside VAYO records the outcome of the conversation only. It is not a refund and it does not move money.
Stripe confirmation controls order and access state
A VAYO order status and the buyer's access to a purchased agent change only after Stripe confirms the event through its signed webhook. No support action, status change or message alters an order, a payment record or a delivery entitlement.
This keeps the record in VAYO consistent with what actually happened in Stripe.
Legal review is still required
This draft explains current product behaviour so nobody is misled while the marketplace is being built. It is not the final policy and has not been through legal review.
The approved policy will supersede this page, and the terms of service will be updated at the same time.
How to raise a request
Open your library, find the order, and choose “Get support” or “Request refund”. The request and every reply stay inside your VAYO account, where the seller and, if escalated, VAYO can respond. You can also email support@vayoagents.com — in-app requests are preferred because they keep the order context and the full conversation attached to your account.