Dispute resolution

Last updated 2026-10-14

If something goes wrong, this is how we fix it — in order, from quickest to most formal.

1. Talk to us first

E‑mail support@vyndexo.com with the subject Complaint, your account e‑mail, and what happened. We confirm receipt within 2 business days and give you a substantive answer within 14 days. Most issues — a double charge, credits deducted for a failed run, an outage during your plan — are resolved here with a refund or credit.

2. Your right of withdrawal

As a consumer in the EU you may withdraw from a new subscription within 14 days without giving a reason (Book VI of the Belgian Code of Economic Law and Directive 2011/83/EU). Because credits are digital content delivered immediately, you lose this right once you start using paid credits, which you expressly acknowledge at checkout. If you have not used any paid credits, write to us within the 14 days and we refund in full.

3. Out‑of‑court settlement

If we cannot agree, you can take the dispute to the Belgian Consumer Mediation Service (Consumentenombudsdienst / Service de Médiation pour le Consommateur), North Gate II, Koning Albert II‑laan 8 bus 1, 1000 Brussels, consumentenombudsdienst.be. The procedure is free for consumers. We take part in good faith in any procedure they open.

The European Commission's Online Dispute Resolution platform was discontinued on 20 July 2025 (Regulation (EU) 2024/3228) and can no longer be used.

4. Courts

These Terms are governed by Belgian law. Consumers resident in another EU member state keep the protection of the mandatory rules of their own country and may bring proceedings before the courts of their place of residence. Otherwise the courts of Belgium have jurisdiction.

Privacy complaints

Complaints about personal data follow the route in the Privacy Policy, including the Belgian Data Protection Authority.