Refund Policy

1. Overview

This Refund Policy explains our policy regarding refunds for Loopency subscription plans. We strive to ensure customer satisfaction while maintaining fair policies for all users.

2. Free Plan

The Free plan is provided at no cost and does not involve any payments or refunds.

3. Pro Plan Refunds

3.1 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for new Pro plan subscriptions. If you are not satisfied with the Service within 14 days of your first payment, you may request a full refund.

To request a refund under this guarantee:

• Contact us at billing@loopency.com within 14 days of your initial payment
• Include your account email and reason for the refund request
• We will process your refund within 5-10 business days

3.2 Monthly Subscriptions

Monthly Pro subscriptions are billed on a recurring monthly basis. After the 14-day money-back guarantee period:

• Monthly subscription fees are non-refundable
• You can cancel your subscription at any time
• Upon cancellation, you will retain access until the end of your current billing period
• No refund will be provided for partial months

3.3 Annual Subscriptions

Annual Pro subscriptions receive a discount for paying upfront. Refund terms for annual plans:

• 14-day money-back guarantee applies to new annual subscriptions
• After 14 days, annual fees are non-refundable
• If you cancel after 14 days, you will retain access until the end of your annual term
• No pro-rated refunds are provided for unused portions of annual subscriptions

4. Enterprise Plan Refunds

Enterprise plan refund terms are defined in your custom Enterprise Agreement. Please refer to your agreement or contact your account manager for specific refund policies.

5. Seat Adjustments

5.1 Adding Seats

When you add team members to a Pro plan, your subscription cost increases immediately. The additional charge is pro-rated for the remainder of your current billing cycle.

5.2 Removing Seats

When you remove team members from your Pro plan:

• The seat reduction takes effect at the start of your next billing cycle
• No refunds are provided for seats removed during a billing period
• You maintain the higher seat count until the end of the current billing period

6. Exceptional Circumstances

We may consider refund requests outside of our standard policy in exceptional circumstances, such as:

• Service outages or unavailability beyond our stated SLA (Enterprise only)
• Billing errors or duplicate charges
• Unauthorized charges
• Other extraordinary situations at our discretion

To request consideration for a refund under exceptional circumstances, contact us at billing@loopency.com with detailed information about your situation.

7. Refund Process

7.1 How to Request

To request a refund:

1. Email billing@loopency.com from your account email address
2. Include your account details and reason for the refund
3. Our billing team will review your request within 2 business days

7.2 Processing Time

Approved refunds are processed through our payment processor (Paddle) and typically appear in your account within 5-10 business days, depending on your payment method and financial institution.

7.3 Refund Method

Refunds are issued to the original payment method used for the purchase. We cannot issue refunds to different payment methods or accounts.

8. Chargebacks

If you initiate a chargeback with your bank or payment provider without first contacting us, we reserve the right to:

• Immediately suspend or terminate your account
• Pursue the disputed amount plus any associated fees
• Ban your account from future use of the Service

Please contact us at billing@loopency.com before initiating a chargeback so we can resolve any issues directly.

9. Account Termination

If your account is terminated for violation of our Terms of Service, you are not eligible for a refund of any fees paid, regardless of when the violation occurred.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page. Your continued use of the Service after changes constitutes acceptance of the updated policy.

11. Contact Us

If you have questions about our Refund Policy or wish to request a refund, please contact us:

• Email: billing@loopency.com
• Subject line: "Refund Request - [Your Account Email]"