Refund Policy
Introduction
At AstroCarto, we aim to provide reliable services and transparent billing. This Refund Policy explains when refunds may be available and how to request support.
Refund Eligibility
1. Subscription Services
Refunds for subscription services may be available in limited circumstances.
- Service Downtime: If our service is unavailable for more than 24 continuous hours due to technical issues on our side.
- Billing Errors: If you were charged incorrectly due to a system or payment processing mistake.
- Unauthorized Charges: If charges were made without authorization, subject to verification.
- Service Not as Described: If the service materially differs from what was advertised, reviewed case by case.
2. Credit-Based Services
For credit or usage-based services, refunds may apply in certain cases.
- Unused Credits: Unused credits may be eligible for refund within 30 days of purchase.
- Technical Failures: If credits were consumed due to platform errors, we may restore credits or provide a refund.
- Service Quality Issues: If output fails basic quality standards because of system issues.
3. One-Time Purchases
- Refunds may be available within 14 days if the service was not delivered as promised.
- Digital products or services that were successfully delivered and used are generally not refundable.
Non-Refundable Items
The following items are generally not eligible for refunds:
- Consumed Services: Services that have been fully used or consumed, including API calls or processing credits.
- Change of Mind: Requests based only on no longer needing or wanting the service.
- User Error: Issues caused by misuse, incorrect input, or failure to follow service guidance.
- Third-Party Issues: Problems caused by third-party services, connectivity, or user equipment.
- Expired Services: Services or credits that expired according to their terms.
- Promotional Offers: Discounted or promotional purchases unless required by law.
Refund Process
1. How to Request a Refund
Contact us with the following information:
- Your account email address.
- Transaction ID or payment reference.
- Date of purchase.
- Detailed reason for the refund request.
- Supporting documentation such as screenshots or error messages.
2. Review Process
- Initial Review: We aim to acknowledge requests within 2 business days.
- Investigation: We review the case within 5-7 business days where possible.
- Decision: You will receive a decision after review.
- Processing: Approved refunds are usually processed within 3-5 business days.
3. Refund Methods
- Original Payment Method: Refunds are typically returned to the original payment method.
- Account Credit: In some cases, we may offer account credit instead of a cash refund.
- Alternative Methods: Alternative methods may be discussed case by case.
Special Circumstances
1. Emergency Situations
For emergencies such as natural disasters, health emergencies, or other unforeseen events, contact us to discuss your situation.
2. Legal Requirements
Where local law provides additional consumer protections or mandatory refund rights, those laws take precedence over this policy.
3. Subscription Cancellations
You may cancel a subscription at any time. Cancellation usually takes effect at the end of the current billing cycle.
Dispute Resolution
1. Internal Resolution
If you disagree with a refund decision, you may request review by a senior team member and provide additional supporting information.
2. Chargebacks
We encourage you to contact us before initiating a chargeback. Chargebacks may result in account suspension and additional fees.
Changes to This Policy
We may update this Refund Policy to reflect service, legal, or business changes. Updated terms take effect when posted.
Contact Us
If you have questions about this Refund Policy or need to request a refund, contact us through:
We are committed to fair and transparent refund handling.
- Email: [email protected]