Subscription, Cancellation & Resubscription Policy

Virtual offers four self-serve subscription tiers plus an Enterprise option:

• 7-Day Free Trial, $0. 100 viewer questions, 10-min max video, 500 MB storage, up to 720p source files. No credit card required.
• Basic, $19 / month, 600 questions/mo, 20-min max video, 8 GB storage, up to 720p, Studio Editing.
• Pro, $49 / month, 1,800 questions/mo, 45-min max video, 30 GB storage, up to 1080p, Priority Processing, Priority Support.
• Premium, $119 / month, 4,500 questions/mo, 90-min max video, 100 GB storage, up to 4K, everything in Pro plus 4K source files.
• Enterprise, custom volume, SSO, on-prem storage option, SOC 2, DPA, dedicated SLA. Contact team@heyvirtual.me.

Live pricing details are on the pricing section of the homepage.

To subscribe, sign up at heyvirtual.me/auth, confirm your email, then choose a plan on the welcome screen. The free trial requires no payment; paid plans require a valid card and begin billing immediately upon selection.

All payments are processed by a PCI-compliant third-party payment processor. Virtual does not store full card numbers, only tokenised references and the last four digits for receipt display.

3.1 Monthly billing

Paid plans bill monthly on the same calendar day you first subscribed. For example, subscribing on the 14th of a month means subsequent renewals fall on the 14th of every month thereafter. If a month has no equivalent day (e.g. you subscribed on the 31st of March), billing falls on the last day of that shorter month.

3.2 Auto-renewal

Subscriptions renew automatically at the end of each billing period unless you cancel before the renewal date. You will see your next renewal date in your dashboard under Settings → Plan.

3.3 Free trial conversion

The 7-day free trial does not automatically convert to a paid plan. After the trial ends, your account becomes read-only (your recordings remain stored for 30 days) until you choose a paid plan. No card is charged unless you explicitly upgrade.

3.4 Receipts

An email receipt is sent to your registered address on every charge. Past receipts are available in your dashboard.

4.1 How to cancel

You can cancel any paid plan at any time:

• Sign in to your dashboard at heyvirtual.me/creator
• Click the Cancel link next to your plan name in the sidebar
• Confirm the cancellation

You can also email team@heyvirtual.me at any time and we will cancel on your behalf within one business day.

4.2 What happens when you cancel

Cancellation takes effect at the end of the current billing period, you keep full access to your plan's features until that date. No further charges are made after cancellation.

For example: if you subscribed on the 14th and cancel on the 20th, you keep access until the 14th of the following month. We do not bill you again. There is no partial-month refund for the remaining days because you retain full access through to the renewal date.

4.3 After cancellation ends

Once your billing period ends after cancellation:

• Your account becomes read-only, you can still sign in and view your dashboard, but cannot upload new recordings, ask new questions, or use Studio Editing
• Existing recordings remain accessible to you and to viewers via shared links for 30 days
• After 30 days of read-only access, recordings and derived data (transcripts, embeddings, doubts) are permanently deleted unless you resubscribe or export them

4.4 Undoing a scheduled cancellation

If you've cancelled but the billing period has not yet ended, you can reverse it by clicking Undo Cancellation in your dashboard, or by emailing us. No charges are involved, your subscription simply continues as normal.

5.1 Resubscribing during the 30-day read-only window

If you cancelled and your 30-day read-only window has not yet expired, you can resubscribe with a single click from your dashboard. Your existing recordings, transcripts, and Master Doubts are restored to full editable status immediately, nothing was deleted yet.

You are billed the standard monthly rate for the plan you choose. No reactivation fee applies.

5.2 Resubscribing after deletion (more than 30 days)

If more than 30 days have elapsed since your subscription ended, your recordings and derived data have been deleted. You can still resubscribe, you'll get a fresh start with empty dashboard storage.

Your account (email, password, plan history) is preserved regardless of how much time passes, so you don't need to create a new account.

5.3 Founding-member pricing on resubscription

If you subscribed during the public beta period and qualified for founding-member pricing, that locked rate is preserved even if you cancel and later resubscribe, provided you resubscribe within 12 months of your original founding-member start date. After that, current public pricing applies.

6.1 Upgrades

Upgrading to a higher plan (e.g. Basic → Pro) takes effect immediately. You are pro-rated for the remaining days in your current billing period: we credit the unused portion of your old plan against the new plan's first charge, so you only pay the difference for the days remaining.

6.2 Downgrades

Downgrading to a lower plan (e.g. Pro → Basic) is scheduled, not immediate. You keep your higher plan's features until the end of your current billing period, then automatically transition to the lower plan at the next renewal. This avoids losing access mid-month after you've already paid for the higher tier.

You can cancel a scheduled downgrade from your dashboard before the renewal date, your plan simply continues on the current tier.

6.3 Switching between paid plans of the same tier

Same-tier switches (e.g. Pro monthly to a future Pro annual, when annual plans launch) work like upgrades, immediate with pro-rated billing.

Subscribers who join during the public beta period qualify for founding-member pricing:

• Your monthly rate is locked for 12 months from the date of Virtual's general availability (GA)
• If list prices increase at or after GA, your rate does not change until your 12-month founding-member window ends
• The locked rate applies even if you cancel and resubscribe within that 12-month window (see 5.3)
• After the 12-month founding-member period expires, you transition to current public pricing at your next renewal

The "GA date" will be announced via email to all active and waitlist subscribers at least 30 days in advance.

Virtual operates on a no-refund policy for the current billing period, because cancellation grants continued access through to the renewal date. Specifically:

• Monthly subscriptions are not refunded for unused days, you keep access until period end instead
• If you accidentally subscribed to the wrong plan, email us within 24 hours and we'll downgrade and refund the difference
• If you were charged after cancellation due to a system error, contact us, we will refund the erroneous charge immediately
• Refunds required by applicable consumer law (e.g. EU 14-day cooling-off period for online purchases) are honoured

To request a refund under any of the above scenarios, email team@heyvirtual.me with your account email and the charge date.

If a renewal charge fails (expired card, insufficient funds, etc.):

• Our payment processor retries the charge up to 3 times over a 7-day window
• You receive an email notification on each failed attempt
• If all retries fail, your subscription is paused and your account enters the 30-day read-only window described in section 4.3
• You can restore service by updating your card details and clicking Resubscribe in your dashboard at any time during the read-only window

Cancelling a subscription does not delete your account. To fully delete your account and all associated data (recordings, transcripts, doubts, viewer questions), email team@heyvirtual.me from your registered address with the subject "Delete my account". We action deletion requests within 7 business days and confirm completion by email.

Once deleted, data cannot be recovered. If you want to keep your recordings, download them before requesting deletion.

We may update this policy as Virtual evolves. For material changes (price increases, billing-cycle changes, refund-policy updates), we will email all active subscribers at least 30 days in advance and update the "Last updated" date at the top of this page. Continued use of the service after the change takes effect constitutes acceptance.

This policy works in conjunction with our Terms of Service and Privacy Policy.

Subscription and billing questions: team@heyvirtual.me
General support: team@heyvirtual.me