Refund Policy

1. Policy Overview

AssetAnalytics Online is committed to customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for our analytical asset management services and explains the refund request process.

Company Information:

• Company Name: AssetAnalytics Online
• Registration Number: 24366279
• Registered Address: 776 Ola Way, Mitchellhaven, NSW 2876, Switzerland
• Contact: +33305566928
• Email: [email protected]

2. Subscription Services Refund Policy

2.1 14-Day Satisfaction Guarantee

For new customers subscribing to our platform for the first time:

• You may request a full refund within 14 days of your initial subscription purchase
• This applies to monthly and annual subscription plans
• To qualify, you must not have previously subscribed to our services
• Refund requests must be submitted before the 14-day period expires
• Upon refund approval, your account access will be terminated

2.2 Monthly Subscriptions

For monthly subscription plans after the initial 14-day period:

• No refunds are provided for partially used billing periods
• You may cancel at any time to prevent future charges
• Cancellation takes effect at the end of the current billing period
• You retain access to services until the end of the paid period

2.3 Annual Subscriptions

For annual subscription plans after the initial 14-day period:

• Pro-rata refunds may be issued in exceptional circumstances at our sole discretion
• Standard policy is no refunds for partially used annual subscriptions
• Consideration factors include usage level, reason for cancellation, and customer history
• Refund requests must include detailed justification

2.4 Subscription Renewals

• Automatic renewal charges are non-refundable
• You are responsible for canceling before the renewal date to avoid charges
• We send renewal reminders, but non-receipt does not constitute grounds for refund
• You may cancel renewed subscriptions, but no refund will be issued for the renewal period

3. Refund Eligibility Criteria

3.1 Eligible Circumstances

Refunds may be considered in the following situations:

• Technical Issues: Persistent technical problems preventing service use that we cannot resolve within a reasonable timeframe
• Billing Errors: Duplicate charges, incorrect amounts, or unauthorized charges
• Service Not Rendered: Inability to access services due to our fault, not resolved promptly
• Misrepresentation: Services materially different from descriptions on our website
• Early Termination by Us: If we terminate your account without cause

3.2 Non-Eligible Circumstances

Refunds will NOT be issued for:

• Change of mind after the 14-day guarantee period
• Failure to use services or features
• Dissatisfaction with analytical results or outcomes
• User error, misuse, or failure to follow instructions
• Technical issues on your end (internet connectivity, incompatible devices)
• Account termination due to Terms of Service violations
• Third-party payment processor fees or currency exchange costs
• Services already rendered or consumed

4. Special Circumstances Refunds

4.1 Pro-Rata Refunds

In exceptional cases, we may offer pro-rata refunds calculated as follows:

• Total subscription cost minus value of services used
• Usage calculated based on days of access and/or features utilized
• Minimum usage fees may apply
• Processing fees are non-refundable

4.2 Service Disruption Refunds

If our services experience significant outages:

• Outages exceeding 48 continuous hours may qualify for partial refunds
• Scheduled maintenance does not qualify
• Refund amount proportional to downtime duration
• Service credits may be offered as an alternative to refunds

4.3 Billing Error Refunds

• Duplicate charges will be refunded immediately upon verification
• Incorrect amounts will be corrected with refund of the difference
• Unauthorized charges will be investigated and refunded if confirmed

5. Non-Refundable Items and Services

5.1 Consulting and Professional Services

• Custom consulting engagements are non-refundable once work begins
• Implementation services are non-refundable after project kickoff
• Training sessions are non-refundable after delivery
• Custom development work is non-refundable upon completion

5.2 One-Time Purchases

• White paper purchases (if applicable)
• One-time reports or analysis deliverables
• Event tickets or webinar registrations
• Downloaded digital content

5.3 Setup and Processing Fees

• Account setup fees are non-refundable
• Payment processing fees are non-refundable
• Administrative charges are non-refundable

6. Refund Request Process

6.1 How to Request a Refund

To request a refund, follow these steps:

1. Submit Request: Email [email protected] with subject line "Refund Request"
2. Provide Information:
   • Your full name and account email address
   • Account/subscription number
   • Date of purchase and amount paid
   • Detailed reason for refund request
   • Supporting documentation (screenshots, error messages, etc.)
3. Await Review: We will review your request within 5 business days
4. Receive Decision: We will notify you of approval or denial with explanation
5. Processing: Approved refunds are processed within 7-10 business days

6.2 Review Timeline

6.3 Required Documentation

Depending on the refund reason, you may need to provide:

• Screenshots of technical errors or issues
• Description of troubleshooting steps already attempted
• Communication history with support team
• Bank or credit card statements showing charges
• Any other relevant evidence supporting your claim

7. Refund Processing and Methods

7.1 Processing Method

Approved refunds are processed as follows:

• Credit/Debit Card: Refunded to the original payment method
• Bank Transfer: Returned via bank transfer to your account
• Alternative Methods: Refunded through the same payment channel used for purchase

7.2 Processing Time

• We initiate refunds within 7-10 business days of approval
• Your financial institution may take additional 3-5 business days to credit your account
• Total time from approval to funds received: 10-15 business days typically
• International transactions may take longer

7.3 Refund Confirmation

Once processed, you will receive:

• Email confirmation of refund processing
• Reference number for tracking
• Expected date for funds to appear in your account

8. Service Credits as Alternative

8.1 When Credits Are Offered

Instead of refunds, we may offer service credits for:

• Minor service disruptions or issues
• Customer goodwill gestures
• Cases where full refund is not warranted but compensation is appropriate

8.2 Credit Terms

• Credits applied to your account for future use
• Credits valid for 12 months from issue date
• Credits non-transferable and cannot be redeemed for cash
• Credits applied automatically to your next billing cycle

9. Dispute Resolution

9.1 If Your Refund Request is Denied

If you disagree with our refund decision:

1. Request Reconsideration: Provide additional information or clarification
2. Escalation: Request review by senior management
3. Formal Dispute: Follow dispute resolution procedures in our Terms & Conditions

9.2 Chargeback Warning

10. Cancellation Policy

10.1 How to Cancel

To cancel your subscription without requesting a refund:

• Log into your account and go to Settings > Subscription
• Click "Cancel Subscription" and follow prompts
• Or email [email protected] with cancellation request
• Cancellation confirmation will be sent via email

10.2 Cancellation Effects

• Cancellation prevents future billing
• Access continues until the end of your current paid period
• No refund issued for the remaining period (except within 14-day guarantee)
• Your data will be retained according to our Privacy Policy
• You may reactivate your account at any time

11. Refund Policy for Different Regions

11.1 European Union Customers

Under EU Consumer Rights Directive, you have the right to:

• 14-day cooling-off period for online purchases
• Full refund if you cancel within this period
• This right may be waived if you begin using digital services with your consent

11.2 Other Jurisdictions

We comply with applicable consumer protection laws in your jurisdiction. Additional refund rights may apply based on local regulations. Contact us for information specific to your location.

12. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be:

• Posted on our website with updated "Last Updated" date
• Communicated via email to active subscribers
• Effective 30 days after notification

Continued use of services after changes constitute acceptance of the updated policy.

13. Exceptions and Special Cases

13.1 Force Majeure

Refunds may be reconsidered in cases of extraordinary circumstances beyond our control, including natural disasters, war, pandemics, or government actions preventing service delivery.

13.2 Account Termination by Us

If we terminate your account for reasons other than Terms violations, we will provide a pro-rata refund for unused subscription time.

13.3 Service Discontinuation

If we permanently discontinue our services, we will provide reasonable notice and pro-rata refunds for prepaid periods.

15. Final Notes

This Refund Policy should be read in conjunction with our:

• Terms & Conditions
• Privacy Policy
• Service Level Agreement (for enterprise customers)

Our Commitment: While we maintain strict refund policies to ensure business sustainability, we are committed to fair treatment of all customers. Each refund request is reviewed individually, and we strive to find reasonable solutions that balance customer satisfaction with business needs.

If you have questions about this policy or believe you have a special circumstance, please contact us. We're here to help.