Refund Policy
First: Payments and Refunds
All payments made for subscriptions to the service are final and non-refundable once the subscription has been activated and the service has been made available to the customer. The customer is not entitled to request a full, partial, or prorated refund for any unused subscription period, unused features or services, or where the customer does not use the service for any reason attributable to the customer.
Reduced usage, failure to use all features available under the subscribed plan, or discontinuing use of the service during the subscription period shall not constitute grounds for a refund of any amounts paid.
Second: Exception to the No-Refund Policy
The only exception to the no-refund policy applies where there is a material technical failure within our responsibility that results in a complete and total outage of the entire service.
To be eligible for any compensation, the customer must report the outage through our approved support channels, and the complete and total outage must remain unresolved, with the service not restored to normal operation, for more than seven (7) days from the date we receive the notification.
Third: Definition of a Material Technical Failure
For the purposes of this policy, a material technical failure means only a situation in which the service is completely and entirely unavailable, and the customer is unable to access or use the service at all.
The following circumstances shall not be considered a material technical failure and shall not give rise to any right to compensation or refund:
Failure or unavailability of a specific feature or function while the remainder of the service remains available.
Temporary slowness or reduced service performance.
Temporary outages, scheduled maintenance, or routine updates.
Issues relating to the customer’s internet connection, devices, software, or settings.
Failures or interruptions resulting from third-party services, platforms, or systems outside our control.
Any interruption resulting from misuse of the service or the customer’s breach of the applicable Terms and Conditions.
Fourth: Technical Issue Resolution Period
The resolution period shall begin from the date we receive a clear and complete notification from the customer containing the information and details necessary to investigate and verify the issue.
We shall have up to seven (7) days to investigate the issue and work toward its resolution. The existence of a technical issue during this period shall not automatically entitle the customer to a refund or compensation, provided that the issue is resolved and the service is restored within the specified period.
Fifth: Compensation for the Outage Period
If the complete and total outage continues for more than seven (7) days from the date the customer notifies us, and it is established that the outage resulted from a technical failure within our responsibility, the customer shall be entitled to compensation for the actual period affected by the outage.
Compensation shall be determined based on the actual duration of the outage and may be provided in one of the following forms:
An extension of the subscription period equivalent to the eligible outage period; or
Account credit equivalent to the value of the affected period; or
Any other form of compensation that we deem appropriate based on the circumstances of the case.
Compensation shall not include a refund of the full subscription fee unless the service remained completely unavailable throughout the entire subscription period and could not be provided in accordance with the terms of this policy.
Sixth: Scope of Compensation
Any compensation shall be limited to the actual period during which the customer was completely unable to use the service due to a verified material technical failure.
To the extent permitted by applicable law, compensation shall not include any indirect or consequential losses, loss of profits, loss of business opportunities, or damages arising from the customer’s reliance on the service.
Seventh: Submission of Compensation Requests
Any request relating to a technical failure or compensation must be submitted through our official support channels. The customer must provide the information and details reasonably required to enable us to investigate and verify the issue, including the time the outage began, the nature of the issue, and any relevant technical information reasonably requested by us.
Eligibility for compensation shall be subject to verification through our service records and technical systems to confirm the existence, duration, and cause of the complete and total service outage.
