Refund & Cancellation Policy

1. Refunds are voluntary and reviewed case by case

Vocla is an AI platform. From the moment a subscription starts, GPU computing and other processing resources are allocated to your account, and every generation consumes them. For this reason, refunds are voluntary: we review every request case by case.

Meeting the conditions in this policy makes a request eligible for review; it does not guarantee a refund. Apart from the cases under “When we refund in other cases” and any right you have under the law that applies to you, Vocla is not obliged to issue a refund.

2. Refund of your first subscription payment

You can request a refund of your first payment for a subscription plan (monthly or annual), minus a 35% processing fee, only when all of these are true:

1. you request the refund within 24 hours of that first payment;
2. you have used less than 5% of that plan's monthly credit allowance since the payment;
3. you have not used AI video, video editing, image generation, voice cloning or dubbing (these run costly third-party processing the moment you use them); and
4. the payment was made at full price, without a coupon, promotional price or retention discount.

For annual plans the usage limit is calculated on the plan's monthly allowance. When the refund is issued the subscription ends, its credits are removed and your account returns to the Free plan. The 35% processing fee covers payment processing, setting up your plan and the paid third-party services (AI models, voice and video providers) reserved for your subscription from the moment it starts, and is not refunded.

Requests made after 24 hours, or that do not meet every condition above, are declined. We may also decline a request that shows evidence of fraud or abuse of this policy (for example creating repeated accounts to obtain repeated refunds).

3. Renewals, credit top-ups and discounted purchases

Subscription renewals (monthly or annual), credit top-ups and any purchase made with a coupon, promotional price or retention discount are non-refundable once charged, whether or not the credits have been used. Top-up credits do not expire while you have an active subscription.

To avoid a renewal charge, cancel before the renewal date shown in Settings → Subscription.

4. When we refund in other cases

Regardless of the rules above, we refund in full (or in part, where appropriate), with no processing fee:

• Duplicate charges — you were charged more than once for the same purchase.
• Billing errors — you were charged the wrong amount, or after a cancellation that had already taken effect.
• Verified service failure — a fault on our side that we confirm prevented you from using the paid features (for example an outage lasting a significant part of your billing period). Temporary slowness or dissatisfaction with the style of generated audio is not a service failure; failed generations already return their credits automatically.

5. How to cancel

You can cancel at any time, without a cancellation fee:

• in Vocla: Settings → Subscription → Cancel subscription; or
• by emailing support@voclalabs.com from your account email.

Cancellation stops the next renewal. You keep your plan, features and remaining credits until the end of the period you have already paid for; we do not refund the unused part of a period. After that your account moves to the Free plan, and Free-plan retention applies to your files (30 days), so download anything you want to keep.

Upgrades take effect immediately and the prorated difference is charged; downgrades and switches between monthly and annual billing are prorated in the same way. A proration adjustment is not a refund.

6. How to request a refund

Email support@voclalabs.com from the email address on your Vocla account, including:

• your account email;
• the order or invoice ID from your payment receipt email (or from Settings → Subscription → Billing history); and
• a short reason (for example “first-payment refund”, “duplicate charge”).

We reply to every refund request within 3 business days.

7. How refunds are processed

Approved refunds are issued to the original payment method used for the purchase, in the currency you were charged (USD), including any tax collected. Refunds usually appear within 5–10 business days after approval, depending on your bank or card issuer. If your bank converted the charge to another currency, exchange-rate differences can make the refunded amount in your currency slightly different.

When a subscription payment is refunded, the related plan and its credits end; when a top-up is refunded, the unused credits from it are removed.

8. Chargebacks

Please contact us at support@voclalabs.com before disputing a charge with your bank — most issues are resolved faster directly. While a chargeback is open, spending in the affected workspace may be frozen. Chargebacks filed without a legitimate reason may lead to suspension of the account.

9. Your statutory rights

Nothing in this policy limits rights you have under consumer-protection laws that apply to you and cannot be waived. Where such a law gives you a longer or broader right to cancel or get a refund, that right applies.

10. Contact

Billing and refund questions: support@voclalabs.com. Payment receipts and invoices are sent to your account email; the charge appears on your statement as DODOPAY / Dodo Payments.