Refund Policy

Effective Date: January 1, 2025

1. Overview

We aim for customer satisfaction. This Refund Policy outlines eligibility and the refund process.

2. Refund Eligibility

Full refunds for:

  • Material technical failures preventing core use
  • Billing errors (duplicates, incorrect amounts, unauthorized)
  • Non-delivery of purchased services/products
  • Material misrepresentation
  • Extended inability to access paid account (>48 hours)

Partial refunds may be considered for:

  • Service interruptions or degraded performance
  • Temporarily unavailable features
  • Quality issues not meeting reasonable expectations
  • Unused portion of subscription period

No refunds for:

  • Change of mind
  • Consumed credits/resources
  • User error or misunderstanding
  • Third-party integration issues
  • Terms violations leading to suspension
  • Late requests beyond stated windows
  • Completed custom work
  • Downloaded or accessed digital products

3. Timeframes

  • One-time purchases: within 30 days
  • Subscriptions: within 14 days of renewal
  • Annual plans: within 30 days
  • Digital downloads: within 7 days if not accessed

Extended windows may apply for 72h outages, billing errors, or legal requirements.

4. How to Request a Refund

Step 1: Contact Support

Email [email protected] with:

  • Account email
  • Order number/transaction ID
  • Date of purchase
  • Refund reason with evidence

Step 2: Review

  • Acknowledge within 1-2 business days
  • Verify eligibility per this policy
  • Request additional info if needed
  • Attempt resolution before refund

Step 3: Resolution

  • Decision within 5 business days
  • Refund to original method
  • Processing 5-10 business days; bank posting may add 3-5 days

5. Refund Methods

  • Credit/Debit cards: 5-10 business days
  • PayPal: 3-5 business days
  • Bank transfer: 5-7 business days

Cryptocurrency refunds are generally not available due to the nature of transactions.

Alternatives

  • Account credits / extensions / plan changes
  • Charitable donation of refund amount

6. Subscription Cancellations

  • Cancellation stops future charges; service continues through the period
  • Annual plans: pro-rated for unused months (if eligible)
  • Monthly plans: generally not pro-rated
  • Usage-based: refunds for unused credits only

7. Dispute Resolution

Internal Review

  • Request management escalation
  • Provide additional documentation
  • Allow 5 business days for review

External Options

  • Dispute with your payment provider
  • Consumer protection agencies
  • Small claims court

8. Special Circumstances

  • Promotions refunded at the price paid; bundles proportionally
  • Enterprise: governed by contract; SLA credits as applicable
  • Free trials: full refund if charged before trial ends (conditions apply)

9. Fraudulent Requests

  • We may deny suspected fraudulent requests
  • Accounts with excessive refund requests may be limited
  • We may report to authorities and pursue remedies

10. Policy Modifications

  • Posted here with updated effective date
  • Material changes communicated via email or in-service notice
  • Applies to new purchases after the effective date

11. Contact

  • Support: [email protected]
  • Business Hours: Monday-Friday, 9:00 AM - 6:00 PM PST
  • Website: https://petadgen.com
  • Address: Shanghai, China

Note: Contacting support first often resolves issues faster than a refund request.