Effective Date: 24 January 2025
At Fera, we are dedicated to providing our merchants with top-notch tools and services to enhance their businesses. We recognize that situations may arise where a refund is requested. Below is our comprehensive refund policy, aligned with industry standards and Shopify's guidelines.
Eligibility for Refunds
Refunds may be granted under the following circumstances:
1. First 24 Hours:
Refunds are accepted if requested within the first 24 hours of the charge. This allows merchants to assess the initial fit of our services.
2. Unauthorized Charges:
If an account was charged without the account owner’s authorization or knowledge, we will investigate and process a refund if applicable. Supporting documentation may be required to verify claims.
3. Service Non-Functionality:
If the Fera app fails to function as intended due to technical issues that remain unresolved after contacting support, a refund may be issued following efforts to troubleshoot the issue.
4. Compatibility Issues:
Refunds may be granted if the Fera app does not integrate successfully with a 3rd party tool that has been listed as supported. We recommend verifying compatibility before purchasing. If the Fera app lacks a feature or integration that is not listed, this compatibility clause does not apply.
5. Billing Errors:
Refunds may be granted if you were incorrectly billed or overcharged due to a system error. In such cases, adjustments will be made promptly to rectify the mistake.
6. Duplicate Charges:
In instances where duplicate charges occur, refunds will be provided for the erroneous charge.
Non-Refundable Situations
Refunds will not be granted in the following cases:
1. Change of Mind:
Refunds cannot be processed for simply changing your mind after subscribing to a paid plan. We encourage merchants to use the trial period to evaluate the app.
2. Partial Usage:
If you have already partially used the service, refunds will not be provided. This includes enabling premium features or generating significant usage data.
3. Promotional Offers and Extended Free Trials:
Charges related to promotional or discounted plans are non-refundable unless explicitly stated in the terms and conditions of the offer. This includes free trials that transition into paid plans if not canceled before the trial ends. Merchants are encouraged to review the terms of such offers thoroughly.
4. Negligence in Account Management:
Refunds will not be issued for failure to cancel your subscription or deactivate the service before the next billing cycle. However, the First 24 Hour Rule does apply. For example, an annual subscription renewal canceled within 24 hours is eligible for a refund.
How to Request a Refund
To request a refund, follow these steps:
Contact Support:
Email our support team at help@fera.ai or use the live chat feature within the app.
Include the following details in your request:
- Account email
- Reason for the refund request (supply an Eligible option from above)
- Any supporting evidence (e.g., screenshots of errors or billing issues)
Investigation Period:
Once your request is received, our team will review the case. Depending on the complexity, additional details may be requested. Please allow up to 5 business days for a decision.
Decision:
You will be notified via email about the outcome of your refund request. If approved, the refund will be processed within 7-10 business days. The refund will be issued to the original payment method.
Additional Information
Chargebacks:
Initiating a chargeback without contacting our support team may result in the permanent and immediate suspension of your Fera account. We encourage open communication to resolve any disputes.
Subscription Cancellation:
Canceling your subscription stops future charges but does not automatically entitle you to a refund for the current billing period. Ensure you cancel before renewal to avoid unwanted charges.
Refund eligibility is determined at the sole discretion of Fera. While we strive to ensure fairness and transparency, the final decision on refund requests rests with our team.
For further questions about our refund policy, feel free to reach out to our support team at help@fera.ai.
