Refund Policy

1. Overview

We want you to be completely satisfied with our customer support platform service. This refund policy outlines the circumstances under which refunds may be provided and the process for requesting them.

Payments are processed by Paddle.com, our Merchant of Record. Approved refunds are issued by Paddle to the original payment method.

2. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee for new subscriptions. If you are not satisfied with our service, you may request a full refund within 30 days of your initial subscription purchase.

2.1 Eligibility Criteria

To be eligible for our 30-day money-back guarantee:

• You must be a new customer (first-time subscriber)
• The refund request must be made within 30 calendar days of your initial payment
• Your account must not have violated our Terms of Service
• You must provide a reason for the refund request

2.2 What's Covered

The 30-day money-back guarantee covers:

• Initial subscription fees for any plan
• Setup fees (if applicable)
• Any additional features purchased within the 30-day period

3. Subscription Refunds

3.1 Monthly Subscriptions

Monthly subscriptions are eligible for refunds under the following conditions:

• New customers: Full refund within 30 days of first payment
• Service outages: Prorated refund for extended downtime (>24 hours)
• Billing errors: Full correction and refund of incorrect charges

3.2 Annual Subscriptions

Annual subscriptions are eligible for refunds under these conditions:

• New customers: Full refund within 30 days of payment
• After 30 days: Prorated refund for unused months (minus a processing fee)
• Service termination: Prorated refund for remaining subscription period

3.3 Cancelling

You can cancel Premium at any time. When you cancel, you keep access until the end of the period you have already paid for, and the workspace then moves to the Free plan. Cancelling on its own does not trigger a refund outside the cases in this policy.

4. Non-Refundable Items

The following items are not eligible for refunds:

• Subscription renewals after the 30-day period (except for billing errors)
• Add-on services used or consumed
• Custom development or integration work
• Third-party service fees
• Accounts suspended or terminated for Terms of Service violations, after the notice described in our Terms of Service (at least 14 days' email notice, or immediately for spam, fraud, illegal content or security abuse)
• Refund requests made after account deletion

5. Refund Process

5.1 How to Request a Refund

To request a refund:

1. Contact our support team through the platform or via email
2. Provide your account information and reason for the refund request
3. Include any relevant documentation or screenshots
4. Wait for our team to review your request

5.2 Processing Time

Refund processing times:

• Review: 1-3 business days to review your request
• Approval: You'll receive confirmation once approved
• Processing: 5-10 business days to process the refund
• Receipt: Refunds appear on your statement within 1-2 billing cycles

5.3 Refund Method

Refunds will be processed using the same payment method used for the original purchase. If the original payment method is no longer available, we may issue store credit or work with you to find an alternative solution.

6. Prorated Refunds

In certain circumstances, we may provide prorated refunds calculated based on:

• Unused portion of your subscription period
• Service availability and uptime
• Features accessed and utilized

Prorated refunds may be subject to a processing fee to cover transaction costs.

7. Service Credits

Instead of monetary refunds, we may offer service credits in the following situations:

• Service disruptions or outages
• Feature unavailability
• Performance issues affecting your usage

Service credits will be applied to your account and can be used toward future subscription payments.

8. Chargebacks and Disputes

We encourage you to contact us directly before initiating a chargeback with your payment provider. Chargebacks may result in:

• Account suspension, after at least 14 days' email notice to the account owner, or immediately where the chargeback involves fraud
• Additional processing fees
• Restriction from future services

We're committed to resolving billing disputes fairly and promptly through direct communication.

9. Free Plan

The Free plan costs nothing and needs no card, so there is nothing to refund. You are only charged when you choose to upgrade to Premium.

10. Exceptional Circumstances

We may consider refunds outside of this policy in exceptional circumstances, such as:

• Extended service outages beyond our control
• Significant changes to service features
• Medical or financial hardship (case-by-case basis)

These requests will be reviewed individually and are not guaranteed.

11. Contact Information

For refund requests or questions about this policy:

• Use our in-platform support system
• Email our billing support team
• Include your account details and specific request

For privacy or data requests, email [email protected]. After any suspension or termination you have 30 days to export your data.

12. Policy Changes

We may update this refund policy from time to time. Changes will be communicated via:

• Email notification to active subscribers
• In-platform announcements
• Updated policy posted on our website

Continued use of our service after policy changes constitutes acceptance of the updated terms.