Refund & Cancellation Policy

You can cancel at any time from your billing settings or by emailing billing@lendvoy.com. Cancellation stops future renewals; your institution keeps access to the platform until the end of the period already paid for.

New subscriptions are refundable in full within 14 days of the first payment if the platform does not meet your requirements. Request the refund by email from an authorised administrator of the account.

Renewal payments are non-refundable after the 14-day window, except where required by law or where a renewal was charged after a cancellation request was received — those are refunded in full. Downgrades take effect at the next renewal; upgrades are charged pro-rata for the remainder of the term.

If a confirmed outage attributable to us prevents normal use for more than 24 consecutive hours, we issue a pro-rata credit for the affected days on request.

One-off implementation, data migration and bespoke integration work already performed, plus usage-based charges already consumed (such as bureau enquiries or outbound messaging), are not refundable.

Approved refunds are returned to the original payment method through our payment processor, Paddle, normally within 5–10 business days depending on your bank. Refunds are issued in the currency of the original charge.

Contact billing@lendvoy.com before raising a chargeback — most billing questions are resolved within two business days. We respond to every refund request within five business days with a decision and reason.