# Invoices and refunds

> Public channel — documentation of app 3.6.3. Follow the availability notices of each service.

Source: [Invoices and refunds](/en/offres/factures-et-remboursement/)

Your purchases, payments, and refunds are tracked in your account area on the website, in the

Purchases and payments tab ([vibestarter.pro/account/paiements](https://vibestarter.pro/en/account/paiements)). Most of it you can do yourself, without writing to anyone. Only the **invoice** cannot be downloaded there: you request it from support.

## What “Purchases and payments” shows

Purchases are grouped in three sections: **App**, **Subscriptions**, and **Credits and other purchases**. Each purchase has its own card, with its status written out in full, the price, what has been paid, what is still due, the next payment when it is known, and the list of its payments (date, amount, status). Your credit packs are grouped in a single “AI credits” card.

The right-hand column of each card shows what you can do with that purchase:

| Your situation | The card’s button | Details |
| --- | --- | --- |
| An app installment has not been paid | Pay | [Fix a declined payment](/en/aide/paiement-refuse/) |
| The renewal of your subscription has not been paid | Resume my subscription | [Fix a declined payment](/en/aide/paiement-refuse/) |
| The purchase is less than 14 days old | Cancel and get a refund | [Withdraw within 14 days](/en/offres/retractation/) |
| Your Plus or Pro subscription is active | Cancel | [Cancel](/en/offres/resilier/) |

Below the purchases, **Your refund updates** shows each refund in progress or confirmed. The account home page summarizes everything in the “My situation” block: app, AI subscription, next payment.

If the page says that an order could not be linked to your account, it does not appear there: write to [support@vibestarter.pro](mailto:support@vibestarter.pro).

## Get an invoice, or write to support

No screen lets you download an invoice. Request it from **[support@vibestarter.pro](mailto:support@vibestarter.pro)**, along with anything else your account does not let you fix on your own: access not unlocked after a payment, a purchase made with another address, a charge you do not recognize.

Your message must include:

-   **The email address used for the purchase.** This is what finds the order, and it is not always the email address of your account.
-   **What you are asking for**: the invoice, unlocking access, or checking a payment.
-   **The approximate date of the purchase**, if you have it.

Support announces a response time of **five business days**. Support handles requests in French and English.

Discord is not the right channel

Discord is for bugs and peer help. A question about a purchase, an invoice, or a refund is handled in your account or by the support email, where your order can be found. See [Get help](/en/aide/).

## Request a refund

Within 14 days, you make the request in your account: on the purchase card, in the

Purchases and payments tab, the Cancel and get a refund button opens the withdrawal page, where you confirm with Withdraw from the contract here. The full process is in [Withdraw within 14 days](/en/offres/retractation/). If the button does not appear even though you are within the period, write to [support@vibestarter.pro](mailto:support@vibestarter.pro) from — or stating — the email address used for the purchase. Only one app refund request is processed at a time per account.

### App purchase: 14 days to make your request

The refund policy for the app purchase, **Solo and Duo alike**, applies to requests made within **14 days of the original purchase**. The date of your recorded request is what counts, not the date it is processed. A request made within that period may therefore be processed after it expires.

This period starts from the first purchase: **a later installment does not restart it**. A request made after the 14 days is not covered by this policy: the button is no longer offered. Keep the acknowledgment email for your request.

| How you paid for the app | What the approved refund provides |
| --- | --- |
| Paid in full | The full purchase amount is refunded. |
| In installments | The first installment collected is refunded, and the following installments are canceled. |

**Eligible requests are processed automatically.** VibeStarter checks the conditions, runs the operations, and keeps you informed of their progress. If another installment has already been collected when the request is processed, support must review the payments before the refund is carried out: this case does not follow the path of the first installment alone. Likewise, if an app purchase has already been refunded to you, a new request is reviewed by our team before any refund.

This policy covers **the app purchase**. A Plus or Pro subscription or a credit pack follows the right of withdrawal: within 14 days of the first payment, you are refunded for the unused part. See [Withdraw within 14 days](/en/offres/retractation/).

Refunding the app also cancels the account’s other subscriptions (Plus, Pro, Community, and other game services) to stop their renewal. Their periods already paid are not refunded by this request; each cancellation is tracked separately.

### Payment in installments: stopping installments and refunds

A payment in installments is a single purchase. You cannot stop its installments with a subscription’s cancel button, or from the payment provider’s customer portal. VibeStarter requests their stop automatically in two cases: when the refund conditions are met, or when you [close your account](/en/aide/fermer-son-compte/) — without a refund in the second case, and the balance remains due if you reopen the account.

Two outcomes are tracked separately:

-   **The stop of the remaining installments.** It is final once confirmed; no subscription period end date applies to this purchase.
-   **The refund of the first installment.** It goes back to the purchase’s payment method and removes access to the app once confirmed.

An accepted stop may still be waiting for its status to update. **An overdue payment is not a confirmed stop of the installments**: the payment provider retries the charge for a few days, and a declined installment is settled as described in [Fix a declined payment](/en/aide/paiement-refuse/). Canceling an installment schedule on its own refunds nothing; the refund remains a separate operation.

### A charge after your purchase is refunded

The approved refund of your installment purchase stops the remaining installments. We verify this stop with the payment provider, including for older refunded purchases.

If an installment is still collected after the refund, it is refunded automatically once the payment is identified without ambiguity, after the stop of the schedule has been verified. Otherwise, our team reviews the case. You receive a follow-up email; you do not need to submit a new refund request for your purchase.

If you see a charge without having received a follow-up, write to [support@vibestarter.pro](mailto:support@vibestarter.pro) with the date, the amount, and the address used for the purchase.

## Track a refund

A request is checked automatically. **The acknowledgment does not yet confirm the refund.** If the conditions are met, VibeStarter starts the refund and, for an installment purchase, first stops the remaining installments. Our team steps in only if an additional check is needed.

The emails and the **Your refund updates** section of the Purchases and payments tab distinguish a refund in progress, accepted by the payment provider, and confirmed. For an installment purchase, the tracking also shows when the refund is waiting for confirmation of the installment stop. For an installment purchase, the confirmation of the stop and the confirmation of the refund are separate: receiving one does not confirm the other. If the result needs to be checked, we check it before retrying; a verification message does not announce a second refund.

The refund goes back to the **payment method used for the purchase**, with the VAT corresponding to the refunded amount. Once confirmed, a card refund usually appears on your statement within **five to ten business days**. This bank timeframe is indicative; it is neither the support response time nor a condition of the refund. If you cannot find it, reply to the follow-up message.

## What a refund entails

**Refunding your app purchase removes your access to the app.** It is not a pause. This applies to a refund of a payment in full as well as to a refund of the first installment with the following ones canceled. On a Duo offer, both accesses are removed, along with the Discord benefits linked to this purchase; the person you invited is notified by email.

**Your account on the website stays open.** After a refund, you still sign in at [vibestarter.pro](https://vibestarter.pro/en/account): the “My situation” block shows “Access ended,” and you keep your payment history, the export of your data, and account closure. The app, the Toolbox, the training, and referrals are no longer included.

The app purchase, AI credits, and a game’s products remain separate purchases. Refunding the app does not automatically refund the others. Affiliate commissions are adjusted to the refunded amounts: see [The affiliate program](/en/offres/affiliation/).

**Canceling and getting a refund are two separate steps.** Withdrawing from a subscription within 14 days cancels it and refunds the unused part. After that period, [canceling](/en/offres/resilier/) stops the next charges without refunding the period already paid. Only [withdrawal within 14 days](/en/offres/retractation/) refunds the unused part of a subscription or a pack.

A **payment dispute raised with your bank is not a refund**. Access and benefits end through the same paths, but no refund confirmation is sent to you: it is your bank that took the money back, not VibeStarter. The payment then shows as “Disputed with the bank” in your account. Using the button in your account is faster and leaves a usable record on both sides.

## Limits

-   **No screen lets you download your invoices.** The Purchases and payments tab lists your payments; the invoice itself is requested from support.
-   **The balance of an installment purchase is paid in full** after a declined installment: no rescheduling is offered.
-   **The account is tied to the email address entered at checkout.** A purchase paid with an address other than your sign-in address does not appear in your account: attach your proof of purchase to your message.
-   **Prices shown include VAT.** The [offers page](https://vibestarter.pro/en/pricing) is authoritative for Solo and Duo, and the app’s Subscription page for the subscription and credit packs, as of September 17, 2026 and after.

## Frequently asked questions

**Where do I download my invoice?** Nowhere in self-service: your account lists your payments, not your invoices. Request it from [support@vibestarter.pro](mailto:support@vibestarter.pro) with the email address of the purchase.

**I paid and I don’t have access.** First check that you are signing in with the address entered at checkout. If that is the case, write to support with your proof of purchase.

**Can I get a refund for a subscription or a credit pack?** Yes, within 14 days of the first payment of the order, for the part you have not used. This also applies to a tier upgrade. You withdraw from your account area: see [Withdraw within 14 days](/en/offres/retractation/). After that period, a subscription is canceled, without a refund for the period already paid.

**I requested within 14 days, but processing takes longer.** The date of your recorded request is what counts. The processing time does not move your request outside the window. If another installment was collected in the meantime, support reviews this case before continuing.

**Can I stop my installment payments without asking for a refund?** They cannot be canceled like a subscription: no cancel button ends the installments of this purchase. They stop with the refund within 14 days, or with the [closure of your account](/en/aide/fermer-son-compte/), which does not refund anything and leaves the balance due if you come back. For any other situation, write to support.

**I was charged after I asked to cancel my subscription.** First check the relevant card in Purchases and payments: the app and the Plus subscription are two separate purchases, and canceling Plus does not stop the app’s installments. If the charge does relate to the canceled subscription, write to support with the dates of the request and of the payment; see [Cancel, or what to do if a payment fails](/en/offres/resilier/).

**The name on my bank statement is not “VibeStarter.”** That is normal: the sale is made by a third-party seller, whose name appears on the invoice and on the statement. Support finds the order with your purchase email address.

## Go further

-   [Buy VibeStarter](/en/offres/acheter/)
-   [Withdraw within 14 days](/en/offres/retractation/)
-   [Cancel, or what to do if a payment fails](/en/offres/resilier/)
-   [Your account and your data](/en/offres/compte-et-donnees/)
-   [Get help](/en/aide/)