Refund Policy

Last updated: July 29, 2026

At Vastify, we strive to deliver an exceptional enterprise hospitality management platform. This Refund Policy outlines the terms and conditions for refunds regarding subscription fees, add-on modules, hardware integrations, and transaction processing services across our platform (Guest App, Staff App, Vendor App, and Hotel Management System).

Subscription Fee Refunds

Our billing and refund terms for SaaS subscription plans are structured as follows:

Monthly Subscriptions: Monthly SaaS subscription payments are non-refundable once billed. If you cancel your monthly subscription, you will continue to have access to Vastify until the end of your current billing cycle.
Annual Subscriptions: Annual subscriptions are eligible for a full refund within 14 calendar days of the initial purchase date or auto-renewal, provided no major system customization or enterprise API integration has been executed. After 14 days, annual payments are non-refundable.
Trial Periods: Free trials automatically transition into paid subscriptions unless canceled prior to the trial expiration date. Fees incurred after a trial conversion are non-refundable.

Add-On Services & Custom Development

Specialized services and custom setup options:

Onboarding & Setup Fees: One-time implementation, onboarding, and white-glove setup fees are non-refundable once implementation work has commenced.
Custom API & Hardware Integrations: Fees paid for bespoke integration development, custom hardware adapters, or on-site configuration are non-refundable.
Third-Party Add-Ons: Modules or extensions purchased through third-party vendors or marketplace partners are subject to the respective partner’s refund policy.

Guest & In-App Transaction Refunds

Regarding guest bookings, room service orders, and vendor payouts processed via Vastify:

Property-Level Refund Policies: Refund requests for hotel bookings, room upgrades, or guest services processed through the Guest App are governed by the specific hotel or resort’s cancellation and refund policy.
Platform Fee Adjustments: Vastify transaction processing fees associated with canceled guest bookings are non-refundable unless the cancellation was caused by a verified technical fault in the Vastify platform.
Vendor Payout Disputes: Refunds requested by vendors or property managers for disputed service items will be reviewed on a case-by-case basis by our billing support team.

Exceptions & Duplicate Charges

We recognize that extraordinary circumstances may arise:

Billing Errors & Duplicate Charges: If you believe you were charged in error or billed twice for the same billing cycle, please notify us within 30 days. Verified billing errors will be promptly refunded to your original payment method.
Extended Service Downtime: In the event of a critical service outage exceeding our Service Level Agreement (SLA) commitments, eligible clients may receive pro-rated account credits upon request.

How to Request a Refund

To initiate a refund request or billing inquiry, please follow these steps:

Email your request to billing@vastify.app or submit a ticket via the Vastify Admin Portal.
Include your Property / Account ID, registered email address, transaction reference number, and a detailed reason for the request.
Approved refunds will be processed within 5 to 10 business days back to the original payment method.

Contact Billing Support

If you have any questions or require assistance regarding our Refund Policy, please reach out to us:

✉ billing@vastify.app
🌐 www.vastify.app