Billing & Refund Policy

1. Subscription Billing

2. Credit Purchases

Credits/points are final-sale digital value.

• Credits do not expire and remain valid for lifetime use on your account
• Credits are used for AI features only
• After subscription cancellation or expiry, remaining credits can still be used for AI features
• Paid features that are not linked to credits are not available without an active paid subscription

3. Refund Review

Refunds are not automatic. Requests may be reviewed case-by-case in situations such as:

• Duplicate charges
• Billing errors on our side
• Unauthorized transactions (subject to verification)

4. How to Request a Refund

To request a refund, please:

1. Contact our support team at contact@toolgrid.io
2. Include your account email and order number
3. Provide a brief explanation of why you are requesting a refund
4. Allow up to 5-7 business days for review and processing

5. Refund Processing

Once your refund request is approved:

• Refunds will be processed to the original payment method within 5-10 business days
• You will receive an email confirmation when the refund is processed
• Your account access will be adjusted according to the refunded amount
• Processing times may vary depending on your payment provider

6. Generally Non-Refundable

The following are not eligible for refunds:

• All credits/points (used or unused)
• Subscription periods already billed and active
• Promotional or discounted purchases (unless otherwise stated)
• Services that have been used extensively or for their intended purpose

7. Cancellation vs. Refund

Cancellation stops future renewal charges and takes effect for the next billing cycle/term. Refund is a separate review process and is not the same as cancellation. Cancellation does not refund credits, and credits remain available for AI feature usage.

8. Chargebacks

If you initiate a chargeback or dispute with your payment provider, we reserve the right to suspend your account until the dispute is resolved. We encourage you to contact us directly first, as we can often resolve issues more quickly than the chargeback process.

9. Special Circumstances

In exceptional cases we may review requests manually, including:

• Billing errors on our part
• Duplicate charges
• Unauthorized transactions (subject to verification)

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Continued use of our services after changes constitutes acceptance of the updated policy.

11. Contact Us

For billing questions or refund requests, contact us at contact@toolgrid.io. We aim to respond within 48 hours.