Refund policy for VAULT

1. Scope

This Refund Policy applies to subscriptions and purchases made for VAULT, operated by Remy Cooper Music. Payments are processed by Polar, our Merchant of Record.

This policy is part of our Terms of Service. If local consumer law gives you additional rights, those rights are not limited by this policy.

2. Statutory right of withdrawal (EU consumers)

If you are a consumer resident in the European Union, you have a statutory right under EU Directive 2011/83/EU (implemented in the Netherlands in BW Art. 6:230o) to withdraw from your subscription within 14 calendar days of the initial charge date, without giving any reason.

To withdraw, send an unambiguous statement to vault@toolkit.music stating your decision to withdraw, your account email, and your transaction ID. We will refund all payments received from you within 14 days of receiving your statement, using the same payment method as the original transaction.

We extend the same 14-day refund window to all consumers worldwide as a goodwill commitment, on the same terms. To qualify, your account must be in good standing and the request must come from the account owner or billing contact.

3. Non-refundable charges

Unless required by applicable law, the following are non-refundable:

Subscription renewals after the initial 14-day refund window, except where the renewal occurred without the renewal reminder we are required to send, or followed an undisclosed price increase
Partial billing periods and unused time on annual plans, except where required by applicable law
Downgrades that take effect at the next renewal date
Taxes, foreign exchange differences, and third-party bank fees
Accounts terminated by us for material breach of our Terms of Service. Where termination is for a non-material breach and we have not provided a reasonable opportunity to cure, we will refund the unused portion of the current billing period

Repeated refund requests across multiple billing cycles may be treated as abuse and may result in account termination, to the extent permitted by applicable consumer law.

4. Cancellation and billing

Cancelling your subscription stops future renewals. Cancellation does not automatically create a refund.

You keep access to paid features until the end of your current paid term, unless your account is terminated under our Terms.

5. How to request a refund

Send your request to vault@toolkit.music and include:

Your VAULT account email address
Your Polar receipt number, invoice number, or transaction ID
The reason for your request

Approved refunds are issued back to the original payment method through Polar. Processing times depend on your payment provider and can take 5 to 10 business days after approval.

Polar is our Merchant of Record. Refunds are issued by Polar back to your original payment method on our authorization. Polar's own terms and refund mechanics may also apply — see polar.sh/legal.

6. Chargebacks and payment disputes

If you believe a charge is incorrect, contact us first so we can review it quickly.

Filing a chargeback without contacting us may delay resolution and may result in temporary account restrictions while the dispute is investigated.

7. Consumer rights

Nothing in this policy limits mandatory consumer protection rights under applicable law.

Where required, we will honor statutory withdrawal or refund rights, including rights related to digital services.

8. Changes to this policy

We may update this Refund Policy from time to time. Changes take effect when posted on this page, and the "Last updated" date will be revised accordingly.

9. Contact

Remy Cooper Music
KvK: 61473413
VAT: NL002378599B97
Location: The Netherlands
Email: vault@toolkit.music