Refund & Return Policy

This policy explains how to request a cancellation, refund or help with a digital software purchase made on Vaneyo. Digital products are delivered electronically; you do not need to post a software key, disc or parcel to our business address.

30-day refunds for unused digital purchases

If you change your mind, you can request a full refund within 30 days of the purchase date, provided the digital product is unused and has not been installed or activated. You must supply proof of purchase and sign the Non-Use Declaration we provide for the purchased product.

• Submit your request within 30 days of purchase.
• The digital product must be unused, not installed and not activated.
• Provide your order number and receipt or other proof of purchase.
• Complete and return the Non-Use Declaration supplied by our team.

Installed, activated or otherwise used digital products are not eligible under this change-of-mind policy. Requests made after the 30-day period are outside this voluntary policy. These conditions do not remove any statutory rights that apply to faulty, misdescribed or incorrectly supplied products.

How to request a refund

1. Email service@vaneyo.com with your order number, the product purchased, your proof of purchase and the reason for your request. Use the email address associated with your order where possible.
2. Our team will locate your order, review the request and provide a Non-Use Declaration for an eligible unused purchase.
3. Return the completed declaration. Once eligibility is confirmed and the declaration is received, we process the refund within 48 hours.

Refunds normally take a further 5–7 working days to appear, depending on your bank or payment provider. Processing a refund and the funds appearing in your account are separate steps. Do not send payment card details, passwords or a full software key in your initial request.

Faulty, incorrect or activation-related purchases

If the supplied product does not match your order, or you encounter an installation or activation problem, email service@vaneyo.com with your order number, the software version and edition, and the exact error message. A screenshot can help; hide the full product key and any personal information.

Our team will review the issue and explain the next steps, which may include troubleshooting or an appropriate replacement or refund. You can request a refund without first accepting troubleshooting. Faulty or misdescribed products are considered separately from a change-of-mind request. Nothing in this policy limits consumer rights or remedies that apply under law.

Cancelling an order

Email service@vaneyo.com as soon as possible with your order number and your cancellation or change request. If your confirmation email includes a self-cancellation option, follow the instructions and time limit shown in that email. If no option is available, contact our team directly.

A cancellation request is not a cancellation confirmation. If you have not received confirmation, ask us to check the order status. Where a refund is requested, the unused-purchase conditions above apply, without affecting your statutory rights.

Late or missing refunds

1. Check the account or payment method used for the purchase.
2. Ask your bank or payment provider whether the refund is pending and what processing time applies.
3. If the expected processing period has passed, email service@vaneyo.com with your order number and the date the refund was confirmed.

This policy covers purchases made on vaneyo.com. If you purchased from a different retailer, contact that retailer about its return policy. For delivery questions, read our digital delivery policy; for other common questions, visit our FAQs.

Contact Vaneyo

Vaneyo is managed by Flixeasy LTD. For questions about your order or this policy, contact us using the details below.

• Email: service@vaneyo.com
• Phone: +44 20 8040 4678
• Support hours: Monday to Sunday, 9:30 AM–6:30 PM (GMT−05:00).
• Business address: Flixeasy LTD, 71-75 Shelton St, London, WC2H 9JQ, UK.

You can send an email or contact form request at any time. Our team handles requests during the support hours above. Sending a request outside these hours does not mean a team member is available immediately.