How to Buy

What are my payment options?

You can pay with credit cards, bank cards, Direct Debit, SEPA and Trustly. Payment methods available vary by billing country.

How do I get a refund or cancel my purchase?

New purchases

We offer a 30-day cancellation policy for new subscriptions subject to the conditions below. Refunds will be made to the same card or bank account used for payment.

• None of the included Keys have been redeemed prior to the cancellation request.
• Product usage reports are consistent with the request for cancellation.

Renewals

Virtuoso Subscriptions are 12-month practitioner licenses, which renew automatically. To cancel your renewal you must contact us 30 days prior to your renewal date. We will remind you of your renewal and cancellation options by email in the weeks leading up to your scheduled auto-renewal.

To discuss a cancellation or refund, please use the  Contact Us form and select “Help with an order I have already placed."

How do I fix my payment errors or declines?

Please note that any payment error or decline messages come directly from the payer’s bank or card provider. You should contact the banking institution directly in case of unexpected errors when purchasing.

If you encounter payment errors, please check the following:

• Purchasecredittransaction limits. Your card or bank account may be subjected to certain transaction limits. Call your banking institution to ask them to authorize the transaction or request information on any limits that may be in placed.
• Card number and expiry date are correct.
• Name and address matches the card or bank account.
• Account number, sort code, BICSWIFTIBAN number is correct.

What taxes or bank fees do I have to pay?

Taxes

Sales tax may be payable depending on your billing country. Any sales tax will be calculated and displayed at Checkout. If you are tax exempt or a sole trader that is not VAT registered please see “Tax exemption requests” below.

Fees

Some payment methods may incur fees from your bank. Please check with your bank before purchasing if any fees will be applicable.

How do I request a tax exemption?

1. You must first create an account on Virtuosity.
2. Once you have an account, you can request the tax exemption using the form found here.
3. Virtuosity will validate your information and setup your tax exemption in Vertex, our tax compliance software.
4. Once your request has been approved, we will notify you via email.
5. Then you can log onto your Virtuosity account to make your purchase without taxes added to your order.

What do I do when I see tax errors?

In most EU countries, you should not see tax on your order if you enter a valid EU VAT number at Checkout.

If you see tax added at the payment stage, click Back and do the following:

• Remove the country ISO code from the start of your VAT number.
• Clear your browser cache or try a different browser.