Refund and Support Policy
VAYO Agents · Effective 11 August 2026
VAYO does not offer refunds for a change of mind. You can request a refund or another remedy when an agent is faulty, materially not as described, or was never supplied, with no arbitrary time limit. This page explains how a request is handled and who processes the money.
VAYO does not offer change-of-mind refunds
VAYO does not offer or promise a refund solely because a buyer changes their mind about an agent they have already paid for.
Please read the listing carefully before you buy: what the agent does, what it needs access to, how long setup takes and any ongoing third-party costs. If something is unclear, ask the seller through the in-app support workflow before purchasing.
When you can request a refund or another remedy
You can request a refund or another remedy for a paid order when the agent is faulty or not working, is materially not as described, was not supplied or you cannot get working access, or where another applicable Australian Consumer Law consumer guarantee is not met.
These consumer guarantee requests are not limited to a fixed number of days. Open your library, find the order, choose “Request refund”, and pick the reason that fits.
Your consumer guarantees
This policy does not limit rights under the Australian Consumer Law.
Under the Australian Consumer Law you may be entitled to a repair, replacement or refund if an agent is faulty, is materially different from its description, or was never supplied. VAYO keeps exactly those reasons available in the refund request form, with no arbitrary time limit.
A request is a request
Submitting a support or refund request does not guarantee or automatically issue a refund. Nothing is approved, promised or paid by sending one.
Each request is reviewed case by case between you and the seller of that agent, against the agent's own listed description. If you cannot agree, either side can escalate the request to VAYO, which records, routes and escalates requests.
Sellers process agreed refunds through Stripe
Each seller is the merchant of record for their own sales. A seller who agrees to, or is required to provide, a refund processes it themselves in their own Stripe Dashboard for that order. A seller may also choose to make a discretionary goodwill refund. VAYO does not hold the funds and cannot move money on a seller's behalf.
A VAYO order status and your access to a purchased agent change only after Stripe confirms the refund through its signed webhook. Marking a request resolved inside VAYO records the outcome of the conversation only — it is not a refund and it does not move money.
Reasons you can choose
- The agent is faulty or does not work
- The agent is materially not as described
- The agent was never supplied, or I cannot get access
- Another consumer guarantee problem
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.