Refund Policy
First: Payments and Refunds
Customers may request a full refund within fourteen (14) calendar days of any subscription payment, including a renewal payment. No reason or explanation is required. This right applies whether or not the subscription has been activated, the service has been used, or any features have been accessed. The refund will be made to the original payment method, where possible.
After the 14-day period, subscription payments are non-refundable except as provided in this policy or required by applicable law. Unused subscription time, reduced usage, unused features, or a decision to stop using the service do not, by themselves, qualify for a refund.
Second: Exception to the No-Refund Policy
After the 14-day refund period, the exception under this policy applies where a material technical failure within our responsibility results in a complete and total outage of the entire service.
To be eligible for compensation, the customer must report the outage through our approved support channels. The outage must remain unresolved for more than seven (7) days after we receive a clear and complete notification.
Third: Definition of a Material Technical Failure
For the purposes of this policy, a material technical failure means a situation in which the service is completely and entirely unavailable, and the customer is unable to access or use it at all.
The following circumstances do not qualify as a material technical failure under this policy:
Failure or unavailability of a specific feature while the remainder of the service remains available.
Temporary slowness or reduced performance.
Temporary outages, scheduled maintenance, or routine updates.
Issues relating to the customer’s internet connection, devices, software, or settings.
Failures or interruptions caused by third-party services, platforms, or systems outside our control.
Interruptions resulting from misuse of the service or a breach of the applicable Terms and Conditions.
These exclusions do not affect a customer’s right to request a refund within the 14-day period.
Fourth: Technical Issue Resolution Period
The resolution period begins when we receive a clear and complete notification containing the information reasonably necessary to investigate the issue.
We have up to seven (7) days to investigate and work toward resolving a reported outage. If the service is restored within that period, the outage does not qualify for compensation under the outage provisions of this policy. This does not affect the 14-day refund right.
Fifth: Compensation for the Outage Period
If a verified complete and total outage within our responsibility continues for more than seven (7) days after notification, the customer is eligible for compensation for the actual period affected by the outage, including the first seven days of that verified outage.
Compensation may take one of the following forms:
An extension of the subscription period equivalent to the eligible outage period;
Account credit equivalent to the value of the eligible outage period; or
Another form of compensation agreed with the customer.
Outside the 14-day refund period, compensation under this section does not include a full refund of the subscription fee unless the service remained completely unavailable throughout the entire subscription period and could not be provided.
Sixth: Scope of Compensation
Compensation under the outage provisions is limited to the period during which the customer was completely unable to use the service because of a verified material technical failure.
To the extent permitted by applicable law, it does not include indirect or consequential losses, lost profits, loss of business opportunities, or damages arising from reliance on the service. Nothing in this section limits the right to a full refund requested within 14 days of payment or any rights that cannot be excluded by law.
Seventh: Submission of Compensation Requests
Refund requests within the 14-day period and reports of technical failures must be submitted through our official support channels. No reason or explanation is required for a refund request made within that period.
For an outage compensation request, the customer must provide information reasonably needed to investigate the issue, including when it began, its nature, and relevant technical details. Eligibility for outage compensation is subject to verification through our service records and technical systems.
