Refund Policy

1. Refund Eligibility

1.1 Eligible for Refunds

• New Subscriptions: First-time purchases of any paid plan within 30 days
• Plan Upgrades: The price difference when upgrading plans within 30 days
• Annual Prepayments: Pro-rated refunds for unused months if canceling within 30 days
• Service Issues: Cases where we fail to deliver promised features or experience significant downtime
• Billing Errors: Duplicate charges, incorrect amounts, or unauthorized transactions

1.2 Not Eligible for Refunds

• Free Plan: No refunds apply as no payment is required
• After 30 Days: Subscriptions active for more than 30 days
• Partial Month Usage: No refunds for partial month usage after the guarantee period
• Terms Violations: Accounts terminated for violating our Terms of Service
• Third-Party Fees: Payment processing fees, currency conversion charges, or bank fees
• Custom Development: Enterprise plan custom development or consulting services

2. Refund Process

2.1 How to Request a Refund

To request a refund, follow these steps:

1. Contact Support: Email billing@ctf-hub.com with your account details and reason for refund
2. Verification: We'll verify your account and purchase details (typically within 24 hours)
3. Processing: Once approved, we'll initiate the refund through your original payment method
4. Confirmation: You'll receive an email confirmation with refund details and timeline

2.2 Information Required

When requesting a refund, please provide:

• Organization name and account email
• Invoice number or transaction ID
• Date of purchase
• Reason for refund request
• Any relevant details about issues experienced

3. Refund Timeline

3.1 Processing Times

• Request Review: 1-2 business days
• Approval Notification: Within 24 hours of review
• Refund Initiation: 2-3 business days after approval
• Funds Availability: 5-10 business days depending on your bank/card issuer

3.2 Payment Method Specifics

• Credit/Debit Cards: 5-10 business days to appear on your statement
• Bank Transfers: 7-14 business days for international transfers
• PayPal: 3-5 business days
• Enterprise Invoices: Processed according to agreed payment terms

4. Prorated Refunds

4.1 Annual Plans

If you cancel an annual plan after the 30-day guarantee period:

• No refund is provided for the remaining months
• You retain access until the end of your paid period
• Your account downgrades to free plan at period end

4.2 Mid-Cycle Downgrades

When downgrading to a lower-tier plan:

• Changes take effect at the next billing cycle
• No refunds for the current billing period
• Account credit may be applied for significant price differences

5. Special Circumstances

5.1 Service Credits

Instead of refunds, we may offer service credits for:

• Extended service outages (over 4 hours)
• Feature unavailability affecting your workflow
• Good faith gestures for reported issues

5.2 Dispute Resolution

If you disagree with a refund decision:

• Request escalation to a senior billing specialist
• Provide additional documentation supporting your claim
• Allow 5-7 business days for review
• Final decisions will be communicated via email

5.3 Chargebacks

Before initiating a chargeback with your bank:

• Please contact us first to resolve the issue
• Chargebacks may result in account suspension
• We actively dispute fraudulent chargebacks
• Legitimate concerns are always addressed promptly

6. Subscription Cancellation

6.1 How to Cancel

• Through your account settings dashboard
• By contacting billing@ctf-hub.com
• Via support ticket in the platform

6.2 Cancellation Effects

• Immediate cancellation stops future charges
• Access continues until end of paid period
• Data retained for 30 days after cancellation
• Automatic downgrade to free plan when period ends

7. Education and Non-Profit Discounts

Organizations receiving discounted rates:

• Same 30-day guarantee applies to discounted amount
• Refunds calculated based on actual amount paid
• Discount verification may be required for refund processing

8. Currency and International Refunds

• Currency Conversion: Refunds processed in original payment currency
• Exchange Rate Differences: We don't cover losses from exchange rate fluctuations
• International Fees: Bank wire fees or conversion charges are not refundable
• VAT/Tax: Applicable taxes are refunded proportionally with the base amount

9. Account Status After Refund

When a refund is processed:

• Paid features immediately revert to free plan limits
• Data exceeding free plan limits becomes read-only
• You have 30 days to export or reduce data
• Account remains active on free plan unless requested otherwise

10. Frequently Asked Questions

Q: Can I get a refund if I forgot to cancel?

If you contact us within 7 days of an unwanted renewal and haven't used the service, we typically provide a full refund as a courtesy.

Q: What if I'm unsatisfied after 30 days?

While our guarantee is 30 days, contact us to discuss your concerns. We may offer service credits or work to resolve issues.

Q: Can I pause my subscription instead of canceling?

Currently, we don't offer subscription pausing. You can cancel and resubscribe when ready, though you may lose grandfathered pricing.

Q: Are setup fees refundable?

We don't charge setup fees for standard plans. Enterprise custom setup fees are non-refundable unless otherwise agreed.

11. Contact Us

For refund requests or billing questions:

Please include your account information and invoice number to expedite processing.

12. Policy Updates

We may update this refund policy periodically. Changes will be posted on this page with an updated revision date. Material changes will be communicated to organization administrators via email.

Your continued use of CTF-HUB after policy changes constitutes acceptance of the updated terms.