Refund Policy

1.1 14-Day Money-Back Guarantee

For new subscriptions:

• Full refund available within 14 days of initial purchase
• No questions asked - simply request a refund
• Applies to monthly and annual subscriptions
• One-time offer per customer

1.2 Subscription Cancellations

After the 14-day period:

• You may cancel at any time
• No refund for the current billing period
• Access continues until the end of the paid period
• No charges after cancellation

1.3 Annual Subscriptions

For annual plans:

• 14-day full refund guarantee applies
• After 14 days: Pro-rated refund for unused months (minus 20% processing fee)
• Minimum 3 months must be used before pro-rated refund eligibility
• Refund calculated from cancellation request date

2.1 Individual PIP Purchases

For pay-per-PIP purchases:

• Refund available within 48 hours if PIP has not been shared or downloaded
• No refund once PIP has been shared with third parties
• No refund if PIP has been downloaded more than once
• Technical issues: Full refund if PIP generation fails

2.2 PIP Credit Packs

For prepaid PIP credit packs:

• Refund available within 14 days if no credits have been used
• Pro-rated refund for unused credits (minus 15% processing fee)
• Credits expire 12 months from purchase
• No refund for expired credits

• Setup fees: One-time setup or onboarding fees
• Custom development: Bespoke features or integrations
• Training services: Completed training sessions
• Third-party services: Costs passed through from partners
• Promotional credits: Free credits or promotional offers
• Expired credits: PIP credits past their expiration date
• Violation terminations: Accounts terminated for Terms violations

4.1 How to Request a Refund

1. Email support@proppack.ai with "Refund Request" in the subject
2. Include: Account email, order/invoice number, reason for refund
3. We will review and respond within 2 business days
4. If approved, refund processed within 5-10 business days

4.2 Refund Method

• Refunds issued to original payment method
• Credit card refunds: 5-10 business days
• Bank transfer refunds: 7-14 business days
• PayPal refunds: 3-5 business days

4.3 Processing Time

5.1 Service Outages

If we fail to meet our SLA commitments:

• Automatic service credits applied (see SLA)
• Extended outages may qualify for pro-rated refunds
• Contact support for outage-related refund requests

5.2 Billing Errors

If you were charged incorrectly:

• Full refund of incorrect charges
• Report within 60 days of charge
• Provide invoice/receipt documentation
• Refund processed within 5 business days

5.3 Account Termination

If we terminate your account:

• For cause: No refund (Terms violation)
• Without cause: Pro-rated refund for unused time
• Service discontinuation: Full refund for remaining period

6.1 14-Day Cooling-Off Period

For EU consumers:

• Right to cancel within 14 days of purchase
• No reason required for cancellation
• Full refund within 14 days of cancellation notice
• Right waived if service fully performed with your consent

6.2 Digital Content

For digital services:

• Cooling-off period applies unless you consent to immediate access
• By using the service, you acknowledge waiver of cooling-off period
• Our 14-day money-back guarantee provides equivalent protection

We encourage you to contact us before initiating a chargeback. Chargebacks may result in:

• Immediate account suspension
• Loss of access to all data and services
• Chargeback fees added to your account
• Permanent ban from using PropPack.ai

Most issues can be resolved quickly through our support team. Please give us the opportunity to help before filing a chargeback.