This Refund Policy explains when EquiReason will issue a refund for a paid Subscription and how you can request one. It supplements the Terms of Service.

1. Subscriptions Covered

This Policy applies to recurring monthly or annual paid plans purchased through our Payment Provider. It does not apply to any free trial, free tier, or third-party purchase (e.g. an in-app purchase made via Apple App Store or Google Play, which is governed by the platform's own refund rules).

2. Statutory Right of Withdrawal (EU/UK)

2.1. If you are a consumer based in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 calendar days of the initial purchase, without giving any reason.

2.2. However, in accordance with Article 16(m) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to the supply of digital content where performance has begun with your express consent and acknowledgement that you lose your right of withdrawal. When you purchase a Subscription and start using paid features, you expressly agree that we begin performance immediately and acknowledge that you waive your right of withdrawal once usage has begun.

2.3. If you have not used the paid features during the 14-day window, you may still request a refund under this Policy by writing to support@equireason.com.

3. Refund Eligibility (Goodwill Refunds)

Outside the statutory windows above, refunds are evaluated on a goodwill basis. We will generally issue a refund if:

3.1 the Service was unavailable for an extended period due to an incident on our side and the impact materially deprived you of the value of the plan;
3.2 you were charged in error (e.g. duplicate charge, charged after successful cancellation, charged for the wrong tier);
3.3 a feature critical to your purchase decision was removed within your current billing period; or
3.4 your jurisdiction's consumer protection law mandates a refund.

4. When Refunds Are Not Available

We do not generally refund:

charges for billing periods that have ended;
pro-rated portions of an active billing period after substantial use;
cases where you simply changed your mind after substantially using the Service;
charges where we reasonably suspect fraud, abuse, chargeback recycling, or breach of the Terms of Service or Acceptable Use Policy.

5. How to Request a Refund

To request a refund, email support@equireason.com within 14 days of the most recent charge, including:

the email address on the Account;
the order or invoice ID;
the reason for the request; and
any supporting context (screenshots, dates, etc.).

We will acknowledge your request within 3 business days and aim to resolve it within 14 days.

6. Method & Timing of Refunds

Approved refunds are issued by our Payment Provider to the original payment method. Depending on your bank or card network, the refund may take an additional 5–15 business days to appear on your statement. Currency conversion losses (where your bank converts between currencies) are not refundable.

7. Cancellation vs Refund

Cancelling your Subscription stops future renewals but does not, by itself, refund the current period. You retain access to paid features until the end of the current period unless we agree otherwise.

8. Chargebacks

If you initiate a chargeback or payment dispute with your bank without first contacting us, we may suspend or terminate your Account pending resolution. We encourage you to contact us first — most issues can be resolved quickly and amicably.

9. Changes to This Policy

We may update this Policy from time to time. The "last updated" date at the top reflects the most recent revision. Material changes will be notified by email or in-product banner.

10. Contact

Refund requests and questions: support@equireason.com.