Refund Policy

1. Refund Eligibility

1.1 Subscription Plans

We offer refunds on our subscription plans under the following conditions:

14-Day Money-Back Guarantee

For new subscribers, we offer a 14-day money-back guarantee. If you are not satisfied with our service within the first 14 days after your initial purchase, you may request a full refund of your subscription fee. This guarantee applies only to your first subscription purchase and not to renewals.

Service Unavailability

If our service experiences significant downtime (more than 24 consecutive hours) or critical features are unavailable due to technical issues on our end, you may be eligible for a prorated refund for the affected period.

Billing Errors

If you have been incorrectly charged or billed for services you did not receive or agree to, you may be eligible for a refund of the incorrect amount.

1.2 One-Time Purchases

For one-time purchases, such as add-ons or premium features, refunds may be issued under the following circumstances:

• The purchased feature or add-on is not functioning as described
• The purchase was made in error (e.g., accidental duplicate purchase)
• The purchased feature cannot be used due to technical issues on our end

Refund requests for one-time purchases must be submitted within 7 days of the purchase date.

2. Non-Refundable Items

The following purchases are generally non-refundable:

• Subscription renewals after the initial 14-day period
• Subscription fees for accounts that have violated our Terms of Service
• Partial or prorated refunds for unused portions of a subscription period (except in cases of service unavailability as outlined above)
• Any service that has been fully delivered or consumed
• Custom development or integration services that have been delivered according to agreed specifications
• Transaction fees, processing fees, or taxes associated with your purchase

3. Refund Process

3.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer support team at support@skinsmonkey.com or through the support form on our website
2. Include the following information in your request:
   • Your account email address
   • Date of purchase
   • Reason for requesting a refund
   • Order number or transaction ID (if available)
   • Any relevant information or documentation supporting your request

3.2 Refund Review Process

Once we receive your refund request, we will:

1. Review your request and account information within 2-3 business days
2. Verify the eligibility of your request based on this Refund Policy
3. Communicate our decision regarding your refund request via email
4. Process approved refunds according to the timeline outlined below

3.3 Refund Processing Timeline

If your refund request is approved:

• Credit/debit card refunds typically appear on your statement within 5-10 business days
• PayPal refunds are usually processed within 1-3 business days
• Bank transfers may take 7-14 business days to process

Please note that while we process refunds promptly, the actual time it takes for the refund to appear in your account depends on your payment provider or bank.

4. Refund Methods

Refunds will be issued using the same payment method used for the original purchase. For example:

• Purchases made with a credit/debit card will be refunded to the same card
• Purchases made through PayPal will be refunded to your PayPal account
• Purchases made through other payment methods will be refunded via the original payment method when possible

In cases where the original payment method is no longer available or valid, we will work with you to arrange an alternative refund method.

5. Account Status After Refund

5.1 Service Access

If a full refund is issued for a subscription plan:

• Your account will be downgraded to the free tier (if available) or deactivated at the end of the current billing period
• Access to premium features will be revoked immediately upon processing of the refund
• Any data associated with premium features may become inaccessible

5.2 Data Retention

Following a refund and account downgrade or closure:

• Your account data will be retained according to our Privacy Policy
• You will have the opportunity to export your data before premium access is revoked
• Some data associated exclusively with premium features may not be available after downgrade

6. Special Circumstances

6.1 Promotional or Discounted Purchases

For services purchased at a promotional or discounted rate:

• Refunds may be limited to the actual amount paid rather than the regular price of the service
• Some promotional offers may be explicitly non-refundable, as stated in the offer terms
• Free trials that convert to paid subscriptions are subject to our standard refund policy based on the date of the first payment

6.2 Enterprise or Custom Agreements

For enterprise clients or those with custom service agreements:

• The refund terms specified in your custom agreement supersede this general Refund Policy
• If your agreement does not specify refund terms, this policy will apply

6.3 Force Majeure

In the event of circumstances beyond our reasonable control (such as natural disasters, power outages, or major internet disruptions):

• We will make reasonable efforts to maintain service availability
• Service disruptions resulting from such events may not qualify for automatic refunds
• Each case will be evaluated individually based on the duration and impact of the disruption

7. Disputes and Appeals

If your refund request is denied and you believe it meets our refund eligibility criteria:

1. You may appeal the decision by responding to the denial email with additional information or clarification
2. Appeals will be reviewed by a different member of our customer service team
3. The appeal decision will be communicated within 5 business days

If you are not satisfied with the outcome of your appeal, you may contact our management team at management@skinsmonkey.com for further review.

8. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically for any changes.

Refund requests will be processed according to the policy in effect at the time of purchase.

9. Contact Information

If you have any questions about our Refund Policy, please contact us at: