Cancel a Vault and get your money back - Help Center

The short answer

If your billing address is in the UK or the European Economic Area, Panoramr offers Cancel and refund on each payment for 14 days and pays all of it back, the VAT included. Open the Vault and click Cancel and refund. A buyer with a billing address anywhere else, and a payment with a VAT number on it (a business payment), is not offered it: the buying page says that a billing address in the UK or the EEA can cancel, and the Terms of Service (clause 13) set out the rule.

A Vault is never made smaller on request, so cancelling is the only way to take back a payment: cancelling the payment that made a Vault bigger puts it back to the size it had (see Make a Vault longer or bigger).

Who gets the button

All three must be true:

The payment is not a business payment. Nobody is asked whether they are buying for themselves or for a business: a payment counts as a business payment only when a VAT number was entered on Stripe's page, which asks for one only while Panoramr is charging VAT. While it charges none, nobody is asked for one, so every payment with a billing address in the UK or the EEA can be canceled.
The billing address you gave on Stripe's page is in the UK or the European Economic Area.
You are the person who paid, and you are the Vault's owner: only the owner can open a Vault's page. A payment somebody else made for you can be canceled only by them, and they cannot open your Vault's page, so they write to us: contact us.

Your billing country, any VAT number and the version of the Terms you accepted are kept with the payment, so the answer is the same later as on the day you paid.

Cancel a payment

Click your name or picture at the top right (on a narrow screen, the menu button), then My Account and My Vaults, and click Open on the Vault.
Find the section Change your mind. It shows your last payment, the day until which you can cancel, and what canceling does. The days run to the same time of day your payment was applied, 14 days later: the section shows only the date, and once that moment has passed the section is gone. If the section is not there, you have no payment that can be canceled.
Click Cancel and refund and confirm.

We mail you the day and time we received the cancellation and what it did. A credit note is made for the refund in Stripe.

What canceling does

It undoes the payment, and only that payment. Only the latest payment on a Vault can be canceled, so the dates stay in order. If the Vault was paid for again since, the section offers that later payment, and the one before it can be canceled next, while its days last.

The payment was	Canceling
The first purchase	The Vault ends at once, with no grace days, and a Vault that renews by itself stops renewing. The tour stays online, in its own design, with Panoramr's branding back, if it fits in free publishing (250 panoramas in up to 10 tours, shared with your other tours that are in free publishing). If it does not fit, it becomes private at once and we tell you: see What happens when a Vault ends. Nothing is deleted. A canceled Vault cannot be extended or changed: buy a new one
An extension or a renewal	The time that payment added is taken off again. If it was a renewal of a Vault that renews by itself, the Vault stops renewing too
A bigger size	The Vault goes back to the size it was. The tour must fit that size: otherwise remove panoramas first
A longer term and a bigger size in one payment	The time that payment added is taken off again and the Vault goes back to the size it was. The tour must fit that size
One payment for several Vaults	All of them are canceled together

The money

All of the payment goes back, the VAT with it, to the card that paid: we ask Stripe to refund it to that card, as a credit note against the invoice. How long your bank takes to show it is the bank's. In the list of payments on the Vault's page the payment reads cancelled, with the amount on its way back until Stripe reports the refund as done, and paid back after. If Stripe cannot make the refund, it stays on its way back while we deal with it by hand: contact us. The History list says Cancelled within the cancellation period.

Downloads

A Vault is hosting, not a download, so nothing about downloading is held while you can cancel, and downloading never costs you the right to cancel. The Standard design can be downloaded for any tour at any time, and the files of your own design come with a paid plan: see Download a tour as a ZIP and host it on your own server.

If you are not offered the button

You can still stop a Vault that renews by itself renewing. A refund beyond that is for the team to give: contact us and say why.

Plans

A plan is not canceled from a page of the app with money back. Ending the subscription (Upgrade, downgrade or cancel) stops future payments and gives nothing back. To ask for a plan payment back, contact us within the 14 days and say which payment it is; the Terms of Service (clause 13) say what applies.

Troubleshooting

The section Change your mind is not on the Vault's page. Either more than 14 days have passed, a VAT number was entered on Stripe's page (a business payment), the billing address is outside the UK and the EEA, the payment was made by somebody else, or you are not the Vault's owner (the page is not found for anybody else).

Change your mind has no button and says to withdraw the offer. The Vault goes with a tour you have offered to somebody. Withdraw the offer, then cancel.

It says to cancel the later payment first. The payment bought several Vaults, and one of them has been paid for again since. Open that Vault, cancel its newest payment, then come back.

It says the tour has more panoramas than the size before the upgrade holds. Remove panoramas until the tour fits, then cancel.

My money has not arrived. How long your bank takes to show it is the bank's. If the payment still reads on its way back on the Vault's page after that, contact us with the date and the amount.