Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy ("Policy") governs refunds, cancellations, and credits for CapEngage's SaaS subscriptions, credit purchases, and related services. We believe in fair and transparent billing practices while maintaining sustainable business operations.

By subscribing to or purchasing our Services, you agree to the terms outlined in this Policy. Please read this document carefully before making any purchase decisions.

2. Subscription Cancellations

2.1 Cancellation Process

You may cancel your subscription at any time by:

• Logging into your account and navigating to Settings → Billing → Cancel Subscription
• Contacting our support team at support@capengage.com
• Submitting a cancellation request through your account dashboard

2.2 Cancellation Effective Date

Cancellations take effect at the end of the current billing period. You will retain access to all Services until the end of the paid period. No partial refunds are provided for unused portions of a billing period.

2.3 Annual Subscription Cancellations

For annual subscriptions:

• Cancellations take effect at the end of the annual term
• Early cancellation does not entitle you to a prorated refund
• You may continue using services until the annual term expires

2.4 Cancellation Confirmation

You will receive a confirmation email upon successful cancellation. This email will include the effective date and any post-cancellation steps required.

3. Refund Policy

3.1 Refund Eligibility

Refunds are available under the following circumstances:

• Service Outages: Prolonged service unavailability (SLA credits take precedence)
• Billing Errors: Incorrect charges or duplicate billing
• Free Trial Issues: Technical issues preventing trial usage (verified by support)
• Legal Requirements: Refunds required by applicable law

3.2 30-Day Money-Back Guarantee

New subscribers are eligible for a full refund within 30 days of their first subscription payment, provided:

• This is your first subscription to CapEngage
• You have not previously received a refund
• You have not consumed significant resources (over 10,000 messages or API calls)
• The refund request is submitted within 30 days of the initial charge

To request a refund under this guarantee, contact support@capengage.com with your account details and reason for cancellation.

3.3 Non-Refundable Items

The following are generally non-refundable:

• Credit purchases (once consumed or after 30 days of purchase)
• Add-on services and professional services
• Setup fees and onboarding fees
• Custom integrations and development work
• Unused portions of annual subscriptions after 30 days
• Third-party services billed through CapEngage

3.4 Refund Processing

Approved refunds are processed within 5-10 business days to the original payment method. The timing of the credit to your account depends on your payment provider's policies.

4. Credit Purchases and Usage

4.1 Credit Refund Policy

Purchased credits are non-refundable except in the following cases:

• Technical issues preventing credit usage (verified by support)
• Billing errors or duplicate charges
• Service discontinuation affecting credit usability
• Legal requirements for refunds

4.2 Credit Expiration

Credits expire according to the following schedule:

4.3 Credit Transfers

Credits are non-transferable between accounts or organizations. All credits must be used by the purchasing account.

5. Free Trial Policy

5.1 Trial Terms

Free trials are available for eligible plans and include:

• Full access to plan features for the trial duration
• Limited usage (message credits, API calls, storage)
• No payment method required to start trial

5.2 Trial to Paid Conversion

If you do not cancel before the trial ends:

• You will be automatically converted to a paid subscription
• Your payment method will be charged at the then-current rate
• You will receive email notification 3 days before trial expiration

5.3 Trial Limitations

Free trials are limited to one per organization. Attempting to create multiple trial accounts may result in account suspension.

6. Service Downgrades

6.1 Downgrade Process

You may downgrade your subscription plan at any time. Downgrades take effect at the start of the next billing period.

6.2 Downgrade Limitations

When downgrading:

• You may lose access to features not available in the lower tier
• Data exceeding lower tier limits may be subject to deletion
• Team member limits will be enforced immediately
• Usage overages may incur additional charges

6.3 Prorated Credits

No prorated refunds or credits are provided for downgrades. You will continue to pay the higher rate until the end of the current billing period.

7. Account Suspension and Termination

7.1 Suspension for Violation

We may suspend your account for violations of our Terms & Conditions or Acceptable Use Policy. During suspension:

• Services will be temporarily unavailable
• You will continue to be charged subscription fees
• Data will be preserved for 30 days

7.2 Termination

Account termination may occur for:

• Repeated or severe policy violations
• Non-payment of fees
• Fraudulent activity
• Request by account owner

7.3 Refund Policy for Terminated Accounts

No refunds are provided for accounts terminated due to policy violations or fraudulent activity. You may be liable for charges incurred prior to termination.

8. Force Majeure

CapEngage is not liable for service interruptions or failures caused by circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, wars, or civil unrest
• Government actions or regulations
• Third-party service outages (payment processors, communication APIs)
• Internet infrastructure failures
• Cybersecurity attacks beyond our control

9. Dispute Resolution

If you dispute a charge or believe you are entitled to a refund under this Policy:

• Contact our support team within 30 days of the charge
• Provide detailed information about the dispute
• Allow 5-10 business days for investigation

If we cannot resolve the dispute to your satisfaction, you may pursue chargeback through your payment provider. However, excessive chargebacks may result in account termination.

10. Policy Changes

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be communicated via email and posted on this page with an updated effective date. Material changes will be announced at least 30 days in advance.