Refund Policy
Effective Date: January 1, 2025
Last Updated: January 1, 2025
Version: 1.0
Table of Contents
1. Overview
This Refund Policy outlines the circumstances under which IntellectAPI.io ("we," "our," or "us") will provide refunds for our B2B SaaS API services. All refunds are processed through our payment processor, Paddle, and are subject to their terms and conditions.
By subscribing to our Service, you acknowledge that you have read and understood this Refund Policy.
2. Refund Eligibility
You may be eligible for a refund in the following circumstances:
2.1 Service Outages
If our Service experiences significant downtime (more than 4 hours) due to our technical issues, you may be eligible for a pro-rata refund for the affected period.
2.2 Billing Errors
If you are charged incorrectly due to our billing system error, we will provide a full refund for the incorrect charge and correct the billing going forward.
2.3 New Customer Guarantee
New customers (first-time subscribers) may request a full refund within 14 days of their initial subscription, regardless of usage, if they are not satisfied with the Service.
2.4 Annual Subscription Cancellation
If you cancel an annual subscription within the first 30 days, you may be eligible for a pro-rata refund for the unused portion of the subscription period.
2.5 Duplicate Charges
If you are charged multiple times for the same subscription period due to a system error, we will refund all duplicate charges.
3. Refund Timeframes
Important Time Limits
- New Customer Guarantee: 14 days from initial subscription
- Annual Cancellation: 30 days from subscription start
- Billing Errors: 90 days from the incorrect charge
- Service Outages: 30 days from the outage occurrence
Refund requests must be submitted within the applicable timeframe. Requests submitted after these periods will not be eligible for refunds.
4. Refund Process
To request a refund, please follow these steps:
4.1 Contact Support
Email our support team at support@intellectapi.io with the subject line "Refund Request" and include the following information:
- Your account email address
- Subscription plan and billing period
- Reason for the refund request
- Supporting documentation (if applicable)
- Transaction ID or invoice number
4.2 Review Process
Our team will review your request within 2-3 business days and may contact you for additional information or clarification.
4.3 Approval and Processing
If approved, we will process the refund through Paddle, and you will receive confirmation via email. The refund will appear on your original payment method.
5. Exceptions
The following circumstances are NOT eligible for refunds:
5.1 Monthly Subscriptions
Monthly subscriptions are not eligible for refunds. You can cancel your subscription at any time to prevent future charges, but no refunds will be provided for the current billing period.
5.2 Usage-Based Charges
Charges based on actual API usage (if applicable) are not refundable, as these represent services already consumed.
5.3 Account Termination for Violations
If your account is terminated due to violations of our Terms of Service, no refunds will be provided.
5.4 Change of Mind
Refunds will not be provided simply because you changed your mind about the Service, except for new customers within the 14-day guarantee period.
5.5 Third-Party Issues
Refunds will not be provided for issues caused by third-party services, your own technical problems, or external factors beyond our control.
5.6 Partial Month Usage
No refunds will be provided for partial month usage of monthly subscriptions, regardless of when during the month you cancel.
6. Processing Time
Refund processing times vary depending on the payment method:
6.1 Credit/Debit Cards
- Processing Time: 3-5 business days
- Bank Processing: 5-10 business days
- Total Time: 8-15 business days
6.2 PayPal
- Processing Time: 1-3 business days
- Account Credit: Immediate
6.3 Bank Transfers
- Processing Time: 5-10 business days
- International: Up to 15 business days
Note: Processing times are estimates and may vary based on your bank or payment provider. We have no control over these external processing times.
7. Partial Refunds
Partial refunds may be provided in the following situations:
7.1 Annual Subscription Cancellation
If you cancel an annual subscription after the first 30 days, you may receive a pro-rata refund for the unused portion, calculated as follows:
Refund Amount = (Remaining Days / Total Days) × Annual Subscription Fee
7.2 Service Outages
For significant service outages, refunds will be calculated based on the percentage of downtime during your billing period.
7.3 Billing Adjustments
If billing errors result in overcharges, we will refund only the overcharged amount, not the entire subscription fee.
8. Subscription Cancellation
Canceling your subscription does not automatically result in a refund. Cancellation prevents future charges but does not refund the current billing period.
8.1 How to Cancel
- Log into your account dashboard
- Navigate to the subscription settings
- Click "Cancel Subscription"
- Confirm the cancellation
- You will receive email confirmation
8.2 Effective Date
Cancellation takes effect at the end of your current billing period. You will retain access to the Service until that date.
8.3 Reinstatement
If you cancel and later want to reactivate your subscription, you will need to create a new subscription. Previous refunds do not affect your ability to subscribe again.
9. Disputes
If you disagree with our refund decision, you have the following options:
9.1 Appeal Process
You may appeal our decision by providing additional documentation or clarification. Email support@intellectapi.io with "Refund Appeal" in the subject line.
9.2 Chargeback
You may contact your bank or credit card company to dispute the charge. However, we recommend contacting us first, as chargebacks can affect your ability to use our Service in the future.
9.3 Mediation
For significant disputes, we may agree to mediation through a neutral third party to resolve the matter fairly.
Important Notice
Filing a chargeback without first attempting to resolve the issue with us may result in permanent account suspension and inability to use our Service.
10. Contact Information
For refund requests, questions about this policy, or billing inquiries, please contact us:
- Email: support@intellectapi.io
- Subject Line: "Refund Request" or "Billing Inquiry"
- Response Time: Within 24-48 hours
- Business Hours: Monday - Friday, 9:00 AM - 6:00 PM GMT
Customer Satisfaction
We are committed to providing excellent service and resolving any issues promptly. If you have concerns about our Service, please contact us before requesting a refund - we may be able to resolve the issue to your satisfaction.
This Refund Policy is part of our Terms of Service. By using our Service, you agree to this Refund Policy. We reserve the right to modify this policy at any time, with changes taking effect immediately upon posting.