Refund Policy

1. Merchant of Record

Bright Market, LLC (d/b/a FastSpring) is currently the Merchant of Record for direct payments made through voila.fun, including student AI Insights subscriptions and per-session software-usage fees billed to tutors. The Merchant of Record is responsible for transaction processing, tax collection (including VAT, GST, and sales tax where applicable), chargebacks, and the underlying payment infrastructure. Voilà Language Learning, LLC remains responsible for customer support, refund decisions under this policy, and delivery of the services. If we change payment provider, the Merchant of Record for new purchases may change; your receipt and billing emails always name the one that applies to your purchase.

Tutor payouts and student-to-tutor lesson payments run through Stripe Connect. In those transactions, the tutor is the merchant of record for their own lesson sales and Voilà takes a small platform fee. Refund requests for student-to-tutor lesson payments are handled jointly by the tutor and Voilà support.

Our Merchant of Record forwards most refund requests to hello@voila.fun. Voilà reviews requests and issues approved refunds through whichever provider processed your original payment. The Merchant of Record may also issue proactive refunds in fraud or chargeback-prevention scenarios without prior notice.

2. Refund Policy for Tutors (Pay-Per-Session)

Voilà charges tutors a flat software-usage fee per session for accessing our infrastructure (e.g., Local Recorder, Voilà Bot, or In-Platform usage).

Completed Sessions: Because the AI processing, transcription, and platform infrastructure are delivered in real-time, we do not offer refunds for completed sessions where the software functioned as intended.

Cancellations & No-Shows: Payments between students and tutors are managed externally or via Stripe Connect. Our software-usage fee is billed automatically at the exact time a meeting is started. Because the digital infrastructure is provisioned the moment the room opens, we do not refund the per-session platform fee for student no-shows or last-minute cancellations.

Technical Failures: If a session is disrupted or AI summaries fail to generate due to a verified technical outage or bug on Voilà's end, please contact us within 7 days of the session. We will happily issue a credit for the session fee to your account or provide a full refund for that specific session.

3. Refund Policy for Students (B2C App & AI Insights)

For students subscribing to AI Insights on voila.fun, and for those using our companion mobile app and XR integrations:

Purchases via App Stores: If you purchased a subscription or digital goods through the Apple App Store, Google Play Store, or Meta Quest Store, refunds are subject to the respective platform's terms of service. You must request your refund directly through Apple, Google, or Meta. We cannot issue refunds for purchases made through third-party app stores.

Purchases via our Website: To request a refund for a voila.fun subscription charge, contact hello@voila.fun. Our Merchant of Record forwards most consumer refund requests to us, and approved refunds are issued through whichever provider processed your original payment. The window in which a refund is technically possible depends on that provider and your payment method — through FastSpring, currently up to six months after purchase for credit card transactions and up to three months for PayPal. Where we are required to refund you outside those windows, we will arrange an alternative method. Subscription renewals and partial billing periods are not refundable except where required by law or under the paragraphs below.

Free Trials: AI Insights includes a 7-day free trial, described in section 17.3 of our Terms and Conditions. You are not charged at any point during the trial. If your trial started without payment details, nothing is charged when it ends and there is nothing to refund. If you started your trial at checkout, cancelling before the trial ends means you are not charged at all. An unused or partly used free trial has no cash value and is not itself refundable.

Renewals: Subsequent subscription renewals are non-refundable, except as set out in the two paragraphs below. You may cancel your subscription at any time to prevent future charges.

Statutory Withdrawal Rights (EU/UK and similar): Where consumer-protection law gives you a right to withdraw from a distance contract, that right applies in addition to everything above and nothing in this policy limits it. AI Insights begins immediately when you subscribe and you consent to that immediate start; if you withdraw within the applicable period, we refund the unused portion of that period on a pro-rata basis.

If You Reach Your Monthly Allowance: Paid AI Insights carries a monthly fair-use allowance, described in section 17.6 of our Terms and Conditions. If you reach it partway through a month you have already paid for, contact hello@voila.fun. We will normally either restore your allowance for the remainder of that month or credit the unused portion of your subscription, whichever you prefer.

4. Account Cancellation

You can cancel your Voilà account or subscription at any time.

Tutors: Because you are only charged when you initiate a teaching session, you can simply stop using the platform without incurring further charges. You may delete your profile entirely via your account settings.

Students: Canceling a subscription will leave your account active until the end of your current billing cycle, at which point you will lose access to premium AI insights. Apart from the statutory withdrawal rights and the allowance remedy described in section 3, prorated refunds are not provided for canceled subscriptions.

5. Abuse of the Refund Policy

We reserve the right to limit or deny refund requests in cases where we suspect abuse of this policy, such as repeatedly requesting refunds for completed sessions, violations of our Terms of Service, or suspected fraudulent activity.

6. Contact Us

If you have a billing issue, technical problem, or wish to request a refund under the terms above, we are here to help.

Email: hello@voila.fun

Support Hours: Monday – Friday, 9:00 AM – 5:00 PM WEST