Our Approach to Refunds
At EvolveUpTurbo, we've designed our refund policy to be straightforward and fair. We're not perfect, and sometimes things don't work out as planned. When that happens, we want to make it right.
This policy covers what you can expect if you need to request a refund for our invoice processing automation services. We've tried to cover the most common situations, but if you have questions about something specific, just reach out to our team.
Eligibility Requirements
Refund requests are evaluated based on several factors. Here's what typically qualifies for consideration:
- Service disruptions exceeding 48 consecutive hours
- Core features not functioning as documented
- Integration failures due to our platform limitations
- Billing errors or duplicate charges
- Service cancellation within first 14 days
What's Not Covered
Some situations fall outside our standard refund policy. These typically include:
- Changes in your business needs or priorities
- Issues caused by third-party integrations
- User error or lack of platform utilization
- Requests made after 30 days from billing date
- Services already fully rendered or consumed
How the Refund Process Works
Submit Your Request
Contact our support team via email at support@evolveup-turbo.com with your account details and reason for the refund request. Include any relevant documentation or screenshots that help us understand your situation.
Initial Review (1-2 Business Days)
Our team will review your request and may reach out for additional information. We'll acknowledge receipt of your request within one business day and provide an estimated timeline for resolution.
Investigation Period (3-5 Business Days)
We'll investigate the issues you've reported, which may include reviewing system logs, checking service performance data, and consulting with our technical team. Sometimes we can resolve the underlying issue instead.
Decision and Processing (2-3 Business Days)
You'll receive a clear decision about your refund request. If approved, we'll initiate the refund process. The actual time for funds to appear depends on your payment method and financial institution.
Refund Completion (5-10 Business Days)
Once processed, refunds typically appear within 5-10 business days for credit card payments, and 7-14 business days for bank transfers. We'll send confirmation once the refund has been issued from our end.
Early Cancellation
If you cancel within 14 days of initial service activation and have processed fewer than 100 invoices, you're eligible for a full refund. No questions asked.
Partial Refunds
In some cases, we may offer partial refunds based on unused service time or unprocessed invoice capacity. This depends on your specific plan and usage.
Service Credits
As an alternative to monetary refunds, we sometimes offer service credits for future use. This can be a good option if you want to continue using our platform after we resolve any issues.
Common Refund Scenarios
Technical Service Interruptions
If our platform experiences downtime that prevents you from processing invoices for more than 48 consecutive hours, you're entitled to a prorated refund for the affected period. We track uptime carefully and will automatically identify qualifying outages.
Minor disruptions under 2 hours don't typically qualify for refunds, but we do extend service credits as a goodwill gesture when issues impact multiple clients.
Feature Performance Issues
If a core feature that's essential to your workflow consistently fails to perform as documented, you may qualify for a refund. This needs to be something we can verify and replicate on our end.
We'll work with you first to resolve the issue through troubleshooting, updates, or alternative approaches. If we can't fix it within a reasonable timeframe, we'll discuss refund options.
Integration Compatibility
We clearly document which systems and platforms we integrate with. If you sign up expecting compatibility with a system we don't officially support, that typically wouldn't qualify for a refund.
However, if we advertise integration with a specific platform and it genuinely doesn't work despite our documentation saying it should, we'll either fix it quickly or process a refund.
Billing and Payment Errors
If you're charged incorrectly due to a system error, duplicate billing, or incorrect plan pricing, we'll refund the difference immediately. These situations are straightforward and typically resolved within 3-5 business days.
We also honor pricing guarantees. If you were quoted one price but charged another, just send us the quote documentation and we'll correct it retroactively.
Change of Business Circumstances
Sometimes businesses close, pivot, or merge. While changes in your business situation generally don't qualify for refunds, we try to work with clients facing genuine hardship.
Contact us directly if you're in this situation. We might be able to pause your subscription, transfer it to another entity, or find another solution that works better than a standard refund.
Refund Methods and Timeframes
How you receive your refund depends on how you originally paid for the service. We process refunds back to the original payment method whenever possible.
| Payment Method | Processing Time | Details |
|---|---|---|
| Credit Card | 5-10 business days | Refunds appear as credits on your statement. Processing starts within 2 business days of approval. |
| Debit Card | 5-10 business days | Funds return to your bank account. Some banks may take longer to process incoming refunds. |
| Bank Transfer | 7-14 business days | Direct deposit to your registered bank account. International transfers may take up to 21 days. |
| Wire Transfer | 3-7 business days | Fastest option for large refunds. We cover standard wire fees for refunds over NTD 50,000. |
| Service Credit | Immediate | Applied to your account instantly. Can be used for future invoices or plan upgrades with no expiration. |
Questions About Your Refund?
Our support team is here to help you through the refund process. We respond to all inquiries within one business day.
Important Policy Notes
- All refund requests must be submitted within 30 days of the billing date in question. After this period, we can only offer service credits for eligible issues.
- Refunds are processed in the currency you were originally charged. Exchange rate fluctuations between payment and refund dates may result in slight variations.
- If you received a promotional discount or special pricing, refunds will be calculated based on the amount you actually paid, not the standard list price.
- Annual plan refunds are calculated on a prorated basis using monthly pricing as the reference point. You won't lose your annual discount on unused months.
- Data extraction credits purchased separately from subscription plans are non-refundable once used. Unused credits can be refunded within 14 days of purchase.
- Custom integration development work has separate terms. Contact our team for information about refunds related to custom development projects.
- We reserve the right to deny refund requests that we believe are fraudulent or abusive. This is rare, but we mention it for completeness.
- This refund policy may be updated periodically. Changes take effect 30 days after notification to existing customers via email.