Refund Policy

• Free Trial: All new accounts receive a 7-day free trial period
• No charges during trial: No refunds are necessary as no payment is collected
• Cancellation during trial: Accounts can be cancelled at any time during the trial with no charges
• One trial per organization: Additional free trials are not available for the same organization

Standard Refund Policy:

• No refunds for partial months: Monthly subscriptions are billed in advance and are non-refundable for partial usage
• Cancellation takes effect: At the end of the current billing period
• Continued access: Service remains active until the end of the paid period
• Plan limits enforced: Service access is restricted when plan limits are exceeded (no overage charges)

Exceptional Circumstances:

Refunds for monthly subscriptions may be considered in the following cases:

Technical Issues:

• Service unavailability for more than 24 consecutive hours due to our systems
• Critical bugs that prevent core functionality for more than 3 days
• Data loss due to our system failures (not user error or third-party issues)
• QuickBooks integration failure due to our system (not QuickBooks API changes)

Billing Errors:

• Duplicate charges due to system errors
• Incorrect plan charges or pricing
• Charges after successful cancellation
• Payment processing errors by Stripe

Process:

• Must be reported within 30 days of the charge
• Requires documentation of the issue (screenshots, error messages, etc.)
• Subject to our investigation and approval
• Response provided within 5 business days

• Immediate access: Upgraded features available immediately
• Prorated billing: Charged difference for remaining billing period
• No refunds: Upgrades are final for the current billing period

• End-of-period effect: Downgrade takes effect at next billing cycle
• No prorated credits: No refunds for unused portion of higher plan
• Feature restrictions: Access to premium features continues until downgrade date
• Data retention: All data preserved during downgrade

Note: Immediate downgrades are not available due to technical limitations.

• Our system failure: Refunds considered if integration fails due to our platform
• QuickBooks API changes: No refunds for issues caused by QuickBooks updates or outages
• User configuration errors: No refunds for integration issues due to incorrect setup
• Third-party limitations: No refunds for QuickBooks subscription lapses or restrictions

• Email service outages: No refunds for temporary email processing delays
• Stripe payment issues: Refunds handled according to Stripe's dispute resolution process
• Infrastructure providers: No refunds for issues with Vercel or other hosting providers

Email Request:

• Send request to: billing@settlewise.finance
• Include: Account email, organization name, detailed reason for refund
• Provide: Supporting documentation (screenshots, error messages, dates)

Required Information:

• Account holder name and email address
• Organization name associated with the subscription
• Specific reason for refund request with details
• Date range of the issue or charge in question
• Any supporting screenshots or documentation
• Stripe charge ID (if available)

• Initial response: Within 2 business days
• Investigation period: 3-7 business days for standard cases
• Complex cases: Up to 10 business days for technical investigations
• Refund processing: 5-7 business days after approval
• Payment method: Refunds issued to original payment method via Stripe

Credit Card Refunds:

• Processed through Stripe payment system
• Appear as credit on statement within 5-10 business days
• May take additional time depending on bank processing
• Refund amount may differ slightly due to currency conversion

Payment Method Limitations:

• Refunds can only be processed to the original payment method used
• If the original payment method is no longer valid, please contact support
• Alternative refund methods may require additional verification
• All refunds are subject to Stripe's processing capabilities and limitations

• Account suspension: Immediate upon refund processing
• Data retention: 30 days for potential account reactivation
• Data deletion: Permanent deletion after 30 days (unless legally required to retain)
• Export option: Data export available during 30-day retention period

• Same organization: Can reactivate within 30 days without data loss
• New trial eligibility: Not eligible for additional free trial periods
• Previous credits: Any account credits are forfeited upon refund
• QuickBooks reconnection: May require re-authorization of integrations

Step 1: Customer Support

• Contact: support@settlewise.finance
• Response time: 24-48 hours
• Resolution attempt: 5-7 business days
• Escalation available if unsatisfied

Step 2: Billing Department

• Escalation to: billing@settlewise.finance
• Review period: 7-10 business days
• Final internal decision with detailed explanation
• Appeal process available for complex cases

Chargeback Prevention:

• Contact us before initiating chargebacks with your bank
• Most billing issues can be resolved directly and faster
• Chargebacks may result in immediate account termination
• Chargeback fees may be charged to your account