Payments and refunds
This page explains what you pay for, how payment works, and how refunds work. It is part of our terms of use.
- What you pay for
- Free answers and bonus credit
- Top-ups and prices
- How you pay
- Taxes and receipts
- Refunds
- Price changes
- Questions about payments
1. What you pay for
You pay for answers, one answer at a time. After each answer Vera gives you, its price is taken from your balance. There is no subscription, no monthly fee and no automatic renewal. Nothing is charged to your card unless you top up.
2. Free answers and bonus credit
- Free answers. New visitors get a welcome allowance of free answers, and signed-in users get a further allowance. The amounts are shown in the app. We can change them. A change does not affect answers you have already received.
- Bonus credit. We may add credit to your balance without charge. It is shown separately from the money you paid. Bonus credit is not money. It can be used only for answers. It cannot be withdrawn, exchanged for money or refunded.
3. Top-ups and prices
- You top up with a one-time payment. Top-ups need a signed-in account.
- Before you pay, the app shows the amount you pay, the currency, and the amount that will be added to your balance, including any bonus part.
- Some top-up options include a bonus part. The bonus part is not paid for and is not refunded.
- Paid balance does not expire while your account is open.
- We do not renew top-ups automatically.
4. How you pay
- Payments are processed by Stripe, a payment provider. You enter your card details on Stripe’s secure checkout page. We do not receive or store your full card number.
- The payment methods you can use depend on your country and on the card or wallet you choose. The methods shown at checkout are the ones that work for you.
- You pay in the currency shown at checkout. If your card is in another currency, your bank may charge its own exchange fee.
- Stripe sends your receipt to the email address you give at checkout.
- If a payment is confirmed but your balance does not change, write to us. See section 6.7.
5. Taxes and receipts
The price you see before you pay includes any sales tax, VAT or GST that is shown at checkout. Where a tax is shown on its own line, the total is what you pay. We are a company in the [COMPANY_JURISDICTION]. Where the tax rules of a country require us to register or to charge tax there, we do.
6. Refunds
6.1 The 14-day window
You can ask for a refund within 14 days of a top-up.
6.2 What we refund
We refund the unused paid part of your balance. Bonus credit is spent first when an answer is charged, so the paid part is what remains once the bonus credit is used up. We refund that paid part, in the currency you paid in.
If the top-up you ask about included a bonus part that you have not used, that unused bonus part is removed from your balance at the same time.
6.3 What we do not refund
- Answers you have already received.
- Bonus credit, including the bonus part of a top-up.
- Any payment made with a card or account that does not belong to you. We may refuse or hold such a refund while we check it.
If you dispute a charge with your bank before asking us, we may hold your account until the dispute is resolved. Please ask us first.
6.4 How to ask
Email [SUPPORT_EMAIL] from the address on your account. Include the date and the amount of the payment, and say that you want a refund.
6.5 How and when we pay back
We pay refunds back to the original payment method, through Stripe. We pay out an approved refund within 10 business days of approval. The money reaches you when your bank or card issuer processes it, which can take longer.
6.6 After your account is closed or deleted
When you close or delete your account, your balance can no longer be used. If you paid for balance you did not use, you can ask for a refund under this section within 14 days of the top-up. If we end the Service altogether, a different window applies, as section 10 of the terms of use sets out.
If your account is already closed, email us from the address you used to pay, with the date and amount of the payment. We match the payment through Stripe. If the 14 days have passed, email us anyway. We consider the request, and we refund where the law gives you that right.
6.7 Double charges and payments that did not arrive
If you were charged twice for one top-up, email us. We refund the duplicate in full. If you were charged but your balance did not change, email us. We either add the missing balance or refund the payment in full, as you prefer.
6.8 Your statutory rights
Nothing in this section takes away a right you have under the consumer law of your country. See section 7 of the terms of use.
7. Price changes
We may change prices. The new price is shown in the app before you pay. A price change does not reduce your balance and does not change answers you have already received.
8. Questions about payments
Email [SUPPORT_EMAIL]. We reply to refund requests within 10 business days, and to other payment questions within 30 days.