Refund Policy

1. Merchant of Record

Stripe, Inc. is the Merchant of Record for direct payments made through voila.fun, including student subscriptions, AI Insights purchases, and per-session software-usage fees billed to tutors. Stripe 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.

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.

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 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: If you purchased a student subscription directly through the voila.fun website, we offer a 14-day money-back guarantee for your first subscription charge. If you are unsatisfied, contact us within 14 days of your initial purchase for a full refund.

Renewals: Subsequent subscription renewals are non-refundable. You may cancel your subscription at any time to prevent future charges.

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. No prorated refunds are 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