Refund Policy

What we are trying to do here

Vertly is operated by Media Miso Pte. Ltd. (UEN 202433140M), Singapore. We would rather give the money back to somebody who regrets a purchase than keep it and have them feel tricked, and most of what follows is that one idea written out. The limits are here too, stated plainly, because a policy that describes only the generous cases is not a policy.

Where you bought it decides who refunds it

On the web, at vertly.tv. Stripe takes the payment and we issue the refund. Everything on this page applies. Email support@vertly.tv.

In the iPhone or Android app. Apple or Google took the payment under their own refund policies, and only they can reverse it. For Apple, use reportaproblem.apple.com. For Google, open Play Store order history at play.google.com/store/account/orderhistory. We will still help you work out what you bought and when, and we will confirm it in writing if the store asks. We simply cannot press the button.

What costs nothing in the first place

The opening episodes of every series are free. No card, no account, nothing to refund. If you are unsure whether a series is for you, that is what the free episodes are for, and we would rather you use them than buy and ask for the money back.

The short version

The rest of this page is that table with its reasons attached.

Coin packs

Coins are bought in packs and spent one episode at a time, so a refund has to deal with a balance that may be part used. We work it out at the price per coin of the pack you actually bought, which is the only figure that is fair to both sides: bigger packs buy coins more cheaply, and averaging across packs would either short you or pay you for a discount you never took.

• Nothing spent, within 30 days. Full refund. We remove the coins at the same time.
• Partly spent, within 30 days. We refund what is left. A $9.99 pack of 1,200 coins with 300 spent leaves 900, so the refund is $7.49, rounded to the nearest cent. The remaining coins come off your balance.
• Fully spent. Normally no refund. The episodes were unlocked and are yours, and a spent coin cannot be un-spent. The exceptions are real ones: charged twice, someone else using your account, or a purchase made by a child. Write to us and say which.
• After 30 days. We do not refund coin packs. Note that coins do not expire, so an unspent balance is not lost, it is waiting.

If we refund a pack whose coins have already been spent, the episodes those coins unlocked come off the account. We will tell you which before we do it.

Plus and Ultra

Plus is $4.99 a month. Ultra is $19.99 a month or $99 a year. Both renew automatically until you cancel, and the amount, the interval and the renewal date are shown next to the purchase button before you buy.

• Your first payment on a plan. Ask within 30 days and we refund it in full, whichever plan and whichever interval, and we cancel.
• A renewal you did not use. If nothing was watched on the account after a renewal charged, and you tell us within 14 days, we refund it in full. Monthly or annual, and we do not make you argue it. This is the case people actually write in about.
• A renewal you did use. No refund, because you had the access you paid for. We cancel immediately so there is no next one.
• Part periods. Cancelling takes effect at the end of the period you have already paid for, and we do not pro-rate part months. You keep watching until it ends.
• Credits. Plus credits expire at the end of each billing period and have no separate cash value. If we refund a subscription payment, that period’s credits go with it. Coins you bought separately stay yours.

You can cancel at any time from your account, and you keep access until the end of the period you have paid for. If you would rather we did it, email support@vertly.tv and we will do it the same day. If you subscribed through Apple or Google, cancel in that store’s subscription settings, because only the store can stop the billing.

Charged twice

Always refunded, with no time limit. Every change to a balance is written to a ledger built so that a purchase interrupted by a lost connection is not charged twice. If one gets through anyway, that is a defect on our side and not a decision about your money.

When we say no

So that this is a policy rather than a mood, here is the whole list of reasons we decline.

• The request falls outside the windows above.
• Repeated requests from one account that read as a pattern rather than a mistake, such as buying, spending and reclaiming in a loop.
• Evidence of fraud, or a chargeback already opened on the same charge.
• An account suspended for breaching the terms. Unspent coins and credits are forfeited in that case, which the terms state before it can happen.

One case sits outside all of this. Some titles are licensed to us for a fixed period, and a title can leave the catalogue when its licence ends, including one you unlocked. We will not charge you again for it. If that happens to episodes you had paid for and not yet watched, write to us and we will put it right.

How to ask, and how long it takes

1. Email support@vertly.tv from the address on your account.
2. Tell us what you bought and roughly when. The reason helps us and is optional.
3. We reply within 24 to 48 hours on business days.

An approved refund goes back to the original payment method. We usually issue it within 5 to 7 business days, and your bank may take a further 5 to 10 business days to show it on your statement. We cannot send it anywhere else, because we never held your card details in the first place.

Please write to us before opening a dispute with your bank. It is faster, and a dispute freezes the money for weeks while somebody else decides it.

Your legal rights

Where the law where you live gives you a right to cancel or a right to a refund that is stronger than this policy, that right applies and nothing here limits it.