Refund Policy

We offer a 14-day free trial with full access to all features of the platform. The free trial:

• Does not require a credit card or any payment information to start.
• Provides access to all features available under the Professional plan, including unlimited events, certificate generation, advanced analytics, and priority support.
• Automatically converts to the free Starter plan at the end of the trial period if no paid plan is selected.
• Cannot be extended, restarted, or transferred to another account.

We strongly encourage you to fully evaluate the platform during the free trial period to ensure it meets your needs before subscribing to a paid plan.

2.1 How to Cancel

You may cancel your subscription at any time by:

• Navigating to your account settings and selecting the cancellation option.
• Contacting our support team at support@feedbackcert.com.
• Calling us at +92 325 343 0005 during business hours.

2.2 Effect of Cancellation

• We offer a 14-day money-back guarantee for new subscriptions. If you are not satisfied, contact support@feedbackcert.com within 14 days of your first purchase for a full refund.
• There are no cancellation fees.
• After the 14-day window, upon cancellation, your paid subscription will remain active until the end of the current billing period (monthly or annual).
• After the billing period ends, your account will automatically revert to the Starter (Free) plan.
• You will retain access to all your data on the free plan; however, features exclusive to the paid plan will no longer be available.
• Certificates previously generated and distributed will remain valid and verifiable, even after cancellation.

2.3 Data After Cancellation

Upon downgrade to the free plan, all your existing data (feedback responses, certificates, event records, analytics) will be preserved and accessible within the limitations of the Starter plan. If you wish to export your data before or after cancellation, you may do so through the data export feature in your account settings, or by contacting our support team.

3.1 Full Refund — 14-Day Money-Back Guarantee

If you are a new subscriber (first-time paid subscription), you are eligible for a full refund if you request it within 14 calendar days of your initial paid subscription purchase date, provided:

• It is your first paid subscription with FeedbackCert.
• You have not previously received a refund for any FeedbackCert subscription.
• The refund request is submitted in writing to support@feedbackcert.com within the 14-day money-back guarantee period.

3.2 Pro-Rata Refund — Service Disruption

You may be eligible for a pro-rata refund (calculated proportionally for the unused portion of your billing period) if:

• The Service experiences a material, extended outage (more than 72 consecutive hours) directly caused by us and not resulting from force majeure events.
• We materially reduce the features or functionality of your paid plan without prior reasonable notice and without providing an equivalent alternative.
• Your account is terminated by us without cause (i.e., not due to a violation of our Terms and Conditions).

3.3 Discretionary Refunds

In exceptional circumstances, we may, at our sole discretion, offer a partial or full refund outside of the above eligibility criteria. These are evaluated on a case-by-case basis and may include situations such as:

• Duplicate or erroneous charges.
• Significant and verifiable technical issues that prevented use of core features despite our reasonable efforts to resolve them.
• Documented billing errors on our part.

Refunds are not available in the following circumstances:

• After the 14-Day Guarantee Period: Refund requests for new subscriptions made after the 14-day money-back guarantee period from the initial purchase date.
• Renewal Charges: Recurring subscription renewal charges (monthly or annual). It is your responsibility to cancel your subscription before the renewal date if you do not wish to continue.
• Change of Mind: Simply deciding you no longer need the Service after the 14-day money-back guarantee period.
• Terms Violation: If your account was suspended or terminated due to a violation of our Terms and Conditions.
• Free Plan Downgrade: Users on the free Starter plan are not eligible for refunds, as no payment has been made.
• Partial Month/Year Usage: After the 14-day money-back guarantee period, if you cancel mid-billing cycle, you are not entitled to a refund for the remaining period — your access will continue until the end of the billing cycle.
• Enterprise Custom Plans: Refunds for Enterprise plans are governed by the individual Enterprise agreement signed between the parties. The terms in this policy apply only to Starter and Professional plans unless otherwise stated.
• Third-Party Issues: Service disruptions caused by third-party services, internet connectivity issues, or factors outside our control.

To request a refund, please follow these steps:

• Approved refunds are processed within 10 business days of approval.
• Refunds are issued to the original payment method used for the purchase.
• Depending on your bank or payment provider, it may take an additional 5–15 business days for the refund to appear in your account statement.
• Refunds are issued in United States Dollars (USD). Currency conversion differences between the original payment and the refund are the responsibility of your bank and are beyond our control.
• Any payment processing fees charged by third-party payment processors at the time of the original transaction may be non-refundable and may be deducted from the refund amount.

7.1 Upgrades

If you upgrade from a lower-tier plan to a higher-tier plan mid-billing cycle, you will be charged the pro-rata difference for the remainder of the current billing period. The new plan rate applies from the next full billing cycle.

7.2 Downgrades

If you downgrade from a higher-tier plan to a lower-tier plan, the downgrade will take effect at the beginning of your next billing cycle. No refund or credit will be issued for the remainder of the current billing period at the higher rate. You will continue to have access to the higher-tier features until the end of the current billing period.

We encourage you to contact us directly at support@feedbackcert.com before initiating a chargeback or payment dispute with your bank or credit card company. We are committed to resolving billing issues promptly and fairly.

If you initiate a chargeback without first attempting to resolve the issue with us:

• We reserve the right to suspend or terminate your account pending the resolution of the dispute.
• We will provide all necessary documentation to your bank to dispute the chargeback if we believe the charge was legitimate.
• If a chargeback is resolved in our favor, we may charge you any fees incurred by us as a result of the chargeback process.

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. Depending on your jurisdiction, you may have additional rights:

• European Union (EU): Under the EU Consumer Rights Directive, you have a 14-day right of withdrawal from the date of purchase for digital services. However, if you have given explicit prior consent to begin the service and acknowledged that you thereby lose your right of withdrawal, this right may not apply. We honor the 14-day withdrawal right for EU consumers regardless, subject to the conditions stated in Section 3.
• United Kingdom (UK): Under the Consumer Rights Act 2015, you have the right to receive services that are performed with reasonable care and skill, fit for purpose, and as described. If the Service does not meet these standards, you may be entitled to a refund or price reduction.
• Australia: Under the Australian Consumer Law, you have certain rights and guarantees that cannot be excluded, restricted, or modified by agreement. Nothing in this policy limits those rights.
• United States: Consumer protection rights vary by state. Where state law provides greater consumer protections than outlined in this policy, those protections will apply.
• Pakistan: This policy complies with Pakistan's consumer protection laws. Nothing in this policy shall be construed to override any rights granted under applicable Pakistani law.
• Other Jurisdictions: If your local consumer protection law entitles you to refund rights that are more favourable than those described in this policy, the more favourable terms shall apply.

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting the updated policy on the Service. Material changes will be communicated to existing subscribers at least 30 days before they take effect. The version of the Refund Policy in effect at the time of your purchase shall apply to that transaction.