Payment Policy

Virtual accepts the following payment methods through our PCI-compliant third-party payment processor:

• Credit and debit cards, Visa, Mastercard, American Express, Discover, JCB, Diners Club, UnionPay (where supported by the processor)
• Apple Pay, on supported devices and browsers
• Google Pay, on supported devices and browsers
• SEPA Direct Debit, for customers in the eurozone (where supported)
• Bank transfer / wire, Enterprise only, on annual contracts

We do not currently accept cryptocurrency, gift cards, or PayPal balance as payment for monthly subscriptions.

All prices on Virtual are listed in US Dollars (USD). If your card is issued in a different currency, your bank or card issuer converts the charge at their prevailing exchange rate and may apply a foreign-transaction fee. Those bank-side fees are not controlled by Virtual.

Multi-currency invoicing is available for Enterprise customers on request, contact team@heyvirtual.me.

3.1 Third-party processing

All card transactions are processed by a PCI DSS Level 1 certified third-party payment processor. Virtual does not see or store your full card number, CVV, or expiry, only tokenised references and the last four digits, used for receipt display and to recognise the card on the next renewal.

3.2 What the processor stores

The processor stores your card details under its own PCI-compliant infrastructure to enable recurring monthly charges. Their privacy policy and security practices govern that storage. Tokenised card-on-file enables seamless renewals; you can update or remove the card from your Virtual dashboard at any time.

3.3 3D Secure / Strong Customer Authentication

Where required by regulation (e.g. EU PSD2 / SCA), the processor may prompt you for additional authentication (3D Secure verification through your bank) on first payment or for larger transactions. This is a one-time bank-side check and not a Virtual requirement.

You are charged immediately when you subscribe to a paid plan and on the same calendar day each month thereafter, until you cancel. The exact billing rules, including pro-rating for upgrades, scheduling for downgrades, and renewal timing, are covered in detail in our Subscription Policy.

The 7-day free trial does not place any charge on your card. You can use it without entering payment details.

5.1 Tax-inclusive vs tax-exclusive pricing

The list prices on our pricing page are tax-exclusive. Where Virtual is legally required to collect tax (e.g. EU VAT for B2C customers, UK VAT, India GST, certain US states with marketplace facilitator laws), the applicable tax is calculated at checkout and added to the displayed price.

5.2 EU and UK VAT

Business customers within the EU or UK can enter a valid VAT/GST registration number during checkout. If validated, the reverse-charge mechanism applies and VAT is not added. The VAT number appears on every receipt.

5.3 Tax invoices

Every charge generates a tax-compliant invoice emailed to your registered address and available in your dashboard. Invoices include our legal entity name, registered address, tax ID where applicable, and an itemised breakdown.

5.4 Tax address

The tax jurisdiction is determined by the billing address you provide. You can update it from your dashboard. Changing the billing country after a charge does not retroactively change tax already collected.

If a renewal charge fails, expired card, insufficient funds, bank decline, fraud filter, etc., the processor automatically retries up to 3 times over 7 days. You receive an email notification on each failed attempt. If all retries fail:

• Your subscription is paused and your account enters a 30-day read-only window
• You can restore service by updating your card details and clicking Resubscribe at any time during that window
• After 30 days without successful payment, your subscription terminates and the account-deletion timeline in our Subscription Policy applies

To avoid interruption, keep your card details current in your dashboard at Settings → Payment Method.

7.1 Default policy

Virtual operates a no-refund policy for the current billing period, when you cancel, your access continues to the end of the period you've already paid for, so the value of the unused days is not lost. The full cancellation flow is in our Subscription Policy.

7.2 When we do refund

We honour refunds in these scenarios:

• EU 14-day cooling-off period, required by EU consumer law for online purchases, unless you've already used the service substantively during those 14 days
• Accidental wrong-plan signup, if you email us within 24 hours of subscribing, we'll downgrade and refund the difference
• Charged after cancellation due to a system error, refunded in full immediately upon report
• Duplicate charges, refunded in full immediately
• Service unavailability that materially affected your use, pro-rated credit at our discretion

7.3 Refund mechanics

Refunds are issued to the original payment method. The credit typically appears on your statement within 5,10 business days of issuance, but exact timing depends on your bank.

7.4 How to request a refund

Email team@heyvirtual.me from your registered address, including the charge date and the reason. We respond within 2 business days.

Every successful charge generates an email receipt to your registered address. Receipts include:

• Charge date and amount
• Plan name and billing period covered
• Last four digits of the card charged
• Applicable tax (if any) itemised separately
• Our legal entity name and address
• Your billing address and VAT number (if provided)

All past receipts and invoices are available in your dashboard under Settings → Billing → Invoices. You can download any invoice as PDF.

9.1 Contact us first

If you don't recognise a charge or believe it was made in error, please contact us at team@heyvirtual.me before initiating a chargeback with your bank. Most disputes can be resolved within 1,2 business days, we can refund mistaken charges immediately.

9.2 Filing a chargeback

If a chargeback is filed without prior contact:

• The chargeback amount plus any fees imposed by the processor (typically $15,25) becomes payable
• The disputed account is paused pending resolution to prevent further charges
• We may submit transaction records and usage data to your bank as part of the dispute process
• Repeated or fraudulent chargebacks may result in account termination and addition to industry-shared fraud blocklists

9.3 Fraud protection

Our processor screens every transaction with industry-standard fraud-detection rules. If a charge is blocked due to suspected fraud, you'll see a generic decline message, contact your bank to authorise the purchase, then retry.

You can update the card on file at any time from your dashboard at Settings → Payment Method. Changes take effect immediately and apply to your next renewal. The new card is verified with a $0 authorization hold (no charge) to confirm validity.

If you want to remove the card entirely without cancelling your plan, contact us, we'll work out an alternative (manual invoicing for Enterprise, or a temporary pause).

Tokenised card-on-file references are retained as long as your subscription is active so renewals can process. On cancellation:

• The card token is retained for 30 days in case you resubscribe (allows one-click reactivation)
• After 30 days, the token is permanently deleted from our processor's vault
• You can request immediate token deletion by emailing us; this means resubscription will require re-entering card details

Invoice and receipt records are retained for 7 years for tax-compliance reasons, as required by most jurisdictions.

Enterprise customers can opt for annual contracts billed by invoice with payment terms of Net 30 by default. Wire transfer, ACH (US), and SEPA (EU) are supported. Larger annual prepayments may qualify for volume discounts; talk to us at team@heyvirtual.me.

Past-due Enterprise invoices accrue a late fee of 1.5% per month after Net 30, or the maximum allowed by applicable law, whichever is lower.

Material changes to this Payment Policy, including changes to fees, processors, or chargeback handling, will be announced to active subscribers by email at least 30 days in advance. The "Last updated" date at the top reflects the most recent revision. Continued use of the service after the effective date constitutes acceptance.

This policy is part of our Terms of Service and works alongside the Subscription Policy and Privacy Policy.

Payment, billing, refund, or dispute questions: team@heyvirtual.me
General support: team@heyvirtual.me