Refund Policy

1. Overview

At Ergogen Social, we want you to be completely satisfied with our Service. This Refund Policy explains our policies regarding refunds for subscriptions and credit purchases.

2. Subscription Refunds

2.1 Monthly Subscriptions

Monthly subscriptions are billed in advance and are non-refundable once the billing period has started. However, we offer the following:

• 7-Day Money-Back Guarantee: If you're not satisfied within the first 7 days of your initial subscription, contact us for a full refund
• Cancellation Anytime: You can cancel your subscription at any time, effective at the end of your current billing period
• Pro-rated Refunds: Not available for partial months, but you retain access until the end of your paid period

2.2 Annual Subscriptions

Annual subscriptions are eligible for:

• 30-Day Money-Back Guarantee: Full refund if requested within 30 days of purchase
• Pro-rated Refunds: After 30 days, refunds are calculated on a pro-rated basis for the remaining months, minus a 10% processing fee
• Usage Limits: Refunds may be denied if excessive AI content and image generation credits have been consumed (more than 50% of annual allocation)

2.3 Subscription Upgrades

When upgrading from a lower tier to a higher tier:

• You are charged the pro-rated difference for the remainder of the billing period
• Upgrades are processed immediately
• No refunds for upgrades once processed

2.4 Subscription Downgrades

When downgrading from a higher tier to a lower tier:

• Downgrade takes effect at the end of your current billing period
• No pro-rated refunds for the current period
• Unused credits from the higher tier are retained

3. Credit Purchase Refunds

3.1 Credit Refund Policy

Credits purchased separately (outside of subscription allocations) are generally non-refundable. Exceptions include:

• Accidental Purchases: Full refund if reported within 24 hours and credits have not been used
• Technical Errors: If credits were deducted due to a system error and content or image generation failed
• Payment Disputes: Valid payment disputes will be reviewed on a case-by-case basis

3.2 Unused Credits

Unused credits have the following policies:

• Active Subscriptions: Credits do not expire while your subscription is active
• After Cancellation: Unused credits are retained for 30 days after subscription cancellation, then expire permanently
• No Cash Refunds: Unused credits cannot be converted to cash refunds under any circumstances
• Account Deletion: All credits are immediately forfeited upon account deletion with no refund

4. Payment Processing

4.1 Payment Provider

We use Dodo Payments for processing payments. All refunds are subject to:

• Dodo Payments processing fees (non-refundable transaction fees)
• Bank processing times (typically 5-10 business days)
• Currency conversion rates (if applicable) at the time of refund

4.2 Refund Methods

Refunds are processed using the same payment method as the original purchase:

• Credit/debit card refunds: 5-10 business days
• UPI refunds: 3-5 business days
• Net banking refunds: 5-10 business days
• Wallet refunds: 1-3 business days

5. Refund Exclusions

Refunds will NOT be provided in the following cases:

• Terms Violation: If your account was terminated due to violation of our Terms of Service
• Fraudulent Activity: If fraudulent or abusive behavior is detected
• Content Quality: Dissatisfaction with AI-generated content or image quality (subjective preferences)
• AI Model Changes: Changes in AI model availability or output quality due to third-party AI service updates
• Platform Changes: Changes to social media platform APIs outside our control
• Beta Features: Issues with experimental or beta features that may be discontinued or modified
• Feature Requests: If a requested feature is not available or implemented
• Third-Party Issues: Problems with third-party services or API limitations (Instagram, YouTube, LinkedIn)

6. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team at hello@ergogen.social
2. Include your account email and transaction ID
3. Provide a reason for the refund request
4. Specify the subscription or credit purchase to be refunded

We will review your request within 3-5 business days and notify you of the outcome via email.

7. Dispute Resolution

7.1 Billing Disputes

If you believe you were charged incorrectly:

• Contact us immediately with transaction details and evidence
• We will investigate and respond within 5 business days
• If the error is confirmed, we will issue a full refund promptly

7.2 Chargebacks

If you initiate a chargeback with your bank before contacting us:

• Your account will be suspended immediately
• We will provide evidence of service delivery to your bank
• If the chargeback is ruled in your favor, your account will be closed
• We encourage you to contact us first to resolve disputes amicably

8. Service Interruptions

In the event of prolonged service outages:

• Planned Maintenance: No refunds for scheduled maintenance windows (notified 48 hours in advance)
• Unplanned Outages: If service is unavailable for more than 48 continuous hours, eligible for pro-rated credit refund
• Third-Party Outages: Issues with AI service providers, social media platforms, payment processors, or other third-party services are not eligible for refunds

9. Free Tier Users

Free tier users are not eligible for refunds as no payment is required. However:

• Free credits are provided as-is with no guarantee of availability
• We reserve the right to modify free tier limits at any time
• No compensation for service interruptions on the free tier

10. Changes to Refund Policy

We may update this Refund Policy from time to time. Changes will be communicated via:

• Email notification to all active subscribers
• In-app notification on your dashboard
• Updated "Last updated" date at the top of this page

Refund requests for purchases made before policy changes will be honored under the policy in effect at the time of purchase.

11. Contact Us

For refund requests or questions about this policy, contact us at:

Email: hello@ergogen.social

We typically respond to refund requests within 3-5 business days.