Refund Policy

Last Updated: 2025-01-16 (Version 1.0.0)

1. Overview

This Refund Policy ("Policy") governs refunds, cancellations, and billing adjustments for MyProtektor's security management platform and services ("Services"). This Policy applies to all subscription plans, add-on services, and usage-based charges.

2. Subscription Plans

MyProtektor offers multiple subscription plans designed for different organizational needs and user roles. Current pricing and plan details are available on our website and within the application.

2.1 Plan Types

• Role-Based Plans: Plans designed for different user roles within your organization
• Monthly and Annual Billing: Flexible billing options with annual discounts
• Enterprise Solutions: Custom pricing and features for large organizations
• Add-On Services: Additional features and services available

2.2 Plan Features

• Scalable Solutions: Plans scale with your organization's needs
• Feature Access: Different features available based on plan level
• User Limits: Plans include specific user allowances
• Support Levels: Different support levels based on plan type

3. Refund Eligibility

3.1 Eligible Refund Scenarios

Refunds may be granted in the following situations:

• Technical Issues: Significant technical problems that prevent service use
• Billing Errors: Incorrect charges or billing mistakes
• Service Interruptions: Extended service outages exceeding our SLA
• Duplicate Charges: Accidental duplicate billing
• Unauthorized Access: Charges resulting from unauthorized account access
• Account Termination: Involuntary account termination due to our error

3.2 Non-Eligible Refund Scenarios

Refunds will not be granted in the following situations:

• Change of Mind: General dissatisfaction or change of business needs
• User Error: Misuse of the service or failure to follow instructions
• Partial Usage: Unused portions of monthly subscriptions
• Policy Violations: Account termination due to policy violations
• Third-Party Issues: Problems with third-party services or integrations
• Force Majeure: Service interruptions due to circumstances beyond our control

4. Refund Types and Timelines

4.1 Full Refunds

• New Subscriptions: 7-day money-back guarantee for new subscriptions
• Billing Errors: Full refund for incorrect charges
• Service Failures: Full refund for complete service failures
• Processing Time: 5-10 business days to original payment method

4.2 Partial Refunds

• Downgrade Requests: Prorated refund for plan downgrades
• Service Interruptions: Partial refund for significant service disruptions
• Mid-Cycle Cancellations: Prorated refund for annual plans only
• Processing Time: 7-14 business days to original payment method

4.3 Credits and Adjustments

• Account Credits: Service credits for minor issues or inconveniences
• Billing Adjustments: Adjustments for incorrect usage charges
• Goodwill Credits: Discretionary credits for exceptional circumstances
• Application: Credits applied to next billing cycle

5. Subscription Cancellation

5.1 How to Cancel

You can cancel your subscription through the following methods:

• Account Dashboard: Cancel through your account settings
• Email Request: Send cancellation request to billing@myprotektor.co.za
• Phone Support: Call +27 (0) 11 123 4567 during business hours
• Written Notice: Send written notice to our business address

5.2 Cancellation Timing

• Monthly Plans: Cancel at any time, effective at end of current billing period
• Annual Plans: Cancel with 30 days written notice
• Enterprise Plans: Subject to contract terms and notice periods
• Immediate Cancellation: Available for additional fee

5.3 Cancellation Effects

• Service Access: Access continues until end of paid period
• Data Retention: Data retained for 90 days after cancellation
• Reactivation: Subscription can be reactivated within 90 days
• Data Export: Export data before cancellation takes effect

6. Usage-Based Charges

6.1 Usage Billing

• Feature Allowances: Base allowances included in subscription plans
• Overage Charges: Additional charges for usage above plan limits
• Billing Transparency: Clear disclosure of usage charges before activation
• Emergency Access: Emergency features never restricted due to billing status

6.2 Usage Charge Refund Policy

• Generally Non-Refundable: Usage charges are typically non-refundable once services are activated
• System Errors: Full refund for system-generated false charges
• Accidental Activation: Refunds considered for accidental activations
• Dispute Process: 30-day dispute period for usage charges

7. Refund Request Process

7.1 How to Request a Refund

To request a refund, please provide the following information:

• Account Information: Your account email and organization name
• Transaction Details: Invoice number, date, and amount
• Reason for Refund: Detailed explanation of refund reason
• Supporting Evidence: Screenshots, error messages, or documentation

7.2 Refund Request Methods

• Email: refunds@myprotektor.co.za
• Support Ticket: Submit through customer support portal
• Phone: +27 (0) 11 123 4567 during business hours
• In-App: Use the refund request feature in your account

7.3 Review Process

• Initial Review: 2-3 business days for initial assessment
• Investigation: 5-7 business days for detailed investigation
• Decision: Written decision within 10 business days
• Processing: 5-14 business days for approved refunds

8. Payment Methods and Refunds

8.1 Refund Methods

• Original Payment Method: Refunds processed to original payment method
• Credit Card: 5-10 business days for credit card refunds
• Bank Transfer: 7-14 business days for bank transfers
• Alternative Methods: Available for expired or invalid payment methods

8.2 Currency and Exchange Rates

• Base Currency: All refunds processed in South African Rand (ZAR)
• Exchange Rate: Exchange rate at time of refund processing
• Conversion Fees: Bank fees for currency conversion may apply
• International Payments: Additional processing time for international refunds

9. Disputes and Appeals

9.1 Dispute Resolution

• Internal Review: Request internal review of refund decision
• Escalation: Escalate to senior management if unsatisfied
• External Mediation: Third-party mediation for unresolved disputes
• Legal Action: Right to pursue legal remedies

9.2 Chargeback Protection

• Chargeback Prevention: Work with customers to resolve disputes
• Evidence Submission: Provide evidence to support legitimate charges
• Account Review: Review accounts with excessive chargebacks
• Service Termination: May terminate accounts for chargeback abuse

10. Special Circumstances

10.1 Force Majeure

• Extraordinary Events: Natural disasters, pandemics, government actions
• Service Credits: Service credits for extended outages
• No Refunds: Generally no refunds for force majeure events
• Case-by-Case: Exceptional circumstances considered individually

10.2 Business Closure

• Customer Impact: Consideration for customers affected by business closure
• Partial Refunds: Prorated refunds for unused service periods
• Data Migration: Assistance with data export and migration
• Notice Period: 60-day notice for service discontinuation

11. Policy Changes

We may update this Refund Policy from time to time. Changes will be communicated through:

• Email Notification: Notice to all active subscribers
• Website Updates: Updated policy posted on our website
• In-App Notifications: Notifications within the application
• Effective Date: 30-day notice period for material changes

12. Contact Information

For refund requests or questions about this policy, contact us: