Can I get a refund, or is this charge mine?
Payments for Vauz are not refunded, except where the law requires it. What you can do is stop the next payment: cancel, and you usually keep your plan until the end of the time you've paid for
What the Terms of Service say
Section 5 of the Terms of Service (opens in a new tab), under Refunds, says:
Payments are not refunded, in whole or in part, including for the unused part of a period after you cancel or delete your account, except where the law requires otherwise.
So cancelling halfway through a month, or a year, doesn't give back the half you haven't used: you keep the plan for that time instead. Upgrading from Plus to Premium is different: the unused part of your Plus is carried over as days of Premium, rounded down to whole days. See How paying for Vauz works
Stopping the next payment
Step 1: Open your dashboard
Go to https://vauz.sealzi.com/dashboard/ (opens in a new tab) and find the box headed Plan
Step 2: Press Manage Plan, then Cancel plan
Step 3: Press Stop renewing
The question says until when you keep your plan. After that date nothing more is charged, and we email you Your vauz.sealzi.com plan will not renew
If a renewal payment of yours didn't go through and is still being tried again, the question asks Cancel now? instead, and the plan ends straight away. Deleting your account also cancels your plan straight away, with no refund for the rest of the period. See Delete your account
A charge you don't recognise
Step 1: Look at your Payments list
On your dashboard, press Manage Plan, then Payments. If there's no Manage Plan, a line under your
plan ends with Past payments: press that. A row marked Paid, with the same amount as the charge
on your card and on or near the same date, is your Vauz payment. Its amount includes tax, so it's a
little more than the plan's price
Step 2: Look for our email
We email you a receipt for every payment that goes through, from Vauz at support@vauz.sealzi.com, with a receipt number starting with VZ-. See Was my card charged? Was it charged twice?
Step 3: Think about what could have renewed
A payment can be yours without you pressing anything that day:
- Your plan renewed, monthly or yearly. A yearly plan gets an email 14 days before, Your yearly vauz.sealzi.com plan renews on …
- A plan you booked started: a switch to a smaller plan, or between monthly and yearly, is paid on the day it starts
- The unused time from an upgrade ran out, and the first Premium payment was taken
- A payment that hadn't gone through went through on a later try, a few days after it was due
- You still pay for a plan of your own while your family's plan covers you. Joining a family doesn't stop it
Step 4: Still not sure? Write to us
Write to support@vauz.sealzi.com with the date and the amount of the charge. Do not send your card number, or any part of it: your card number goes to Helcim, the company that handles our card payments, never to us, so it wouldn't help us find the payment
Could it be someone in my family?
Not through the family itself. Whoever pays for a family's plan pays for it from their own account, with the card saved there, and the people with a seat on it are not billed. Being in a family never puts anyone else's plan on your card. See Family seats and guardians
Each account's payments are listed only on that account. So if you ever typed your card in on someone else's account, say to set up a plan for a grandchild, its payments are in their Payments list, not in yours
The "Not you?" line in our emails
Our emails about a change to your plan (bought, upgraded, switched, kept, resumed or cancelled) end with:
"Not you? If you didn’t make this change, sign in and check your plan, then write to support@vauz.sealzi.com"
If you get one for a change you didn't make:
- Sign in at https://vauz.sealzi.com/dashboard/ (opens in a new tab) and look at your Plan card
- If a plan is renewing that you don't want, cancel it as above
- Look at your passkeys on the dashboard and remove any you don't recognise. See Managing your passkeys
- Write to support@vauz.sealzi.com and say what you found
Is the email itself genuine? See Is this email really from Vauz? before you press anything in it