Refund Policy

1. Overview

At GhostReview™, we strive to provide exceptional AI-powered review analysis services. This Refund Policy explains our policies regarding refunds, cancellations, and subscription management. By subscribing to any of our paid plans, you acknowledge and agree to this Refund Policy.

2. General Refund Policy

Standard Policy: All subscription fees are generally non-refundable. This policy applies to:

• Monthly Pro plan subscriptions ($24/month)
• Monthly Agency plan subscriptions ($89/month)
• Partial billing periods
• Unused scans or API calls
• Subscription renewals

We operate on a subscription-based model where you pay for access to the Service for a specified period. Once that period begins, the payment is considered earned and is non-refundable, except as explicitly stated in this policy or required by law.

3. Free Trial Refund Policy

3.1 Pro Plan Free Trial

New Pro plan subscribers receive a 14-day free trial. During this trial period:

• You will NOT be charged during the 14-day trial period
• You can cancel at any time before the trial ends without being charged
• If you do not cancel before the trial ends, your payment method will be automatically charged $24 for the first month
• The free trial is available only once per user account
• Users who have previously subscribed to any paid plan are not eligible for the free trial

3.2 How to Cancel During Free Trial

To avoid being charged, you must cancel your subscription before the 14-day trial period ends. You can cancel through:

• The billing portal accessible from your dashboard settings
• The Paddle customer portal link sent in your subscription confirmation email
• By contacting our support team at boussettah.dev@gmail.com

3.3 Agency Plan (No Free Trial)

The Agency plan does not include a free trial. You will be charged immediately upon subscription and the standard refund policy applies.

4. Exceptional Circumstances for Refunds

While our general policy is no refunds, we may issue full or partial refunds in the following exceptional circumstances:

4.1 Service Outages

If the Service experiences a prolonged outage that prevents you from using core features for more than 72 consecutive hours, you may be eligible for a prorated refund or service credit for the affected period. This does not apply to:

• Scheduled maintenance (with prior notice)
• Outages caused by third-party services (Google, Stripe, etc.)
• Issues with your internet connection or device
• Force majeure events beyond our control

4.2 Billing Errors

If you are charged incorrectly due to a system error, such as:

• Duplicate charges for the same billing period
• Charges after subscription cancellation was confirmed
• Incorrect pricing applied to your subscription
• Technical errors in our billing system

We will investigate and issue a full refund for any confirmed billing errors within 5-7 business days.

4.3 Unauthorized Charges

If your payment method was used without your authorization, you must:

• Contact us immediately at boussettah.dev@gmail.com
• Provide evidence of the unauthorized charge
• Report the issue within 30 days of the charge

Upon verification, we will issue a full refund and suspend the account for security review. You are also responsible for securing your account and reporting unauthorized access promptly.

4.4 Satisfaction Guarantee (First Payment Only)

If you are not satisfied with the Service after your first paid subscription period (excluding free trial), you may request a refund within 7 days of your first charge. This one-time satisfaction guarantee applies only if:

• This is your first time subscribing to a paid plan
• You have used the Service in good faith (no abuse or excessive usage)
• You provide specific feedback about why the Service did not meet your needs
• You request the refund within 7 days of the first charge

This guarantee does not apply to subsequent billing periods or renewal charges.

5. Non-Refundable Situations

Refunds will NOT be issued in the following situations:

5.1 Change of Mind

• You no longer need the Service
• You decided not to use the Service after subscribing
• You found an alternative service
• You forgot to cancel before renewal

5.2 Unused Features or Credits

• Unused monthly scan credits
• Unused API calls (Agency plan)
• Features you did not use during your subscription
• White-label customization you did not implement

Note: Unused scans and API calls do not roll over to the next billing period and are not refundable.

5.3 Partial Billing Periods

• You cancel mid-month and request a prorated refund
• You upgrade or downgrade plans mid-cycle
• You use only part of your subscription period

When you cancel, you retain access to paid features until the end of your current billing period, but no refund is issued.

5.4 Account Violations

• Your account was terminated for violating our Terms of Service
• You engaged in fraudulent activity
• You abused or misused the Service
• You provided false information during registration

5.5 Dissatisfaction with AI Results

• AI analysis results did not meet your expectations
• Suspicion scores were not accurate in your opinion
• Generated responses were not suitable for your use
• Dispute templates did not result in review removal

Our AI provides probabilistic analysis and suggestions, not guarantees. Results may vary, and we clearly state this in our Terms of Service.

5.6 Third-Party Issues

• Google, Yelp, or TripAdvisor changed their policies
• Your Google Business Profile was suspended
• Third-party platforms rejected your dispute
• OAuth connection issues due to third-party changes

6. Subscription Cancellation

6.1 How to Cancel

You can cancel your subscription at any time through:

• Dashboard Settings → Billing → Cancel Subscription
• Paddle Customer Portal (link provided in billing emails)
• Email boussettah.dev@gmail.com with "Cancel Subscription" in the subject line

6.2 What Happens When You Cancel

Upon cancellation:

• Your subscription will not renew at the end of the current billing period
• You retain full access to paid features until the period ends
• Your account automatically downgrades to the Free plan (5 scans/month)
• No refund is issued for the remaining days in the billing period
• Your review history and data are retained
• Connected OAuth accounts remain connected (but monitoring stops on Free plan)

6.3 Reactivating Your Subscription

You can reactivate your subscription at any time by:

• Visiting the pricing page and selecting a plan
• Going through the Paddle checkout process
• Starting a new billing period (no prorated charges for time off)

Note: You will NOT be eligible for the 14-day Pro trial again if you previously used it.

7. Plan Changes and Prorating

7.1 Upgrading Plans

When you upgrade from Pro ($24/month) to Agency ($89/month):

• You are charged the new plan amount immediately
• Your new billing period starts immediately
• The unused portion of your previous plan is NOT refunded
• You immediately gain access to Agency plan features

7.2 Downgrading Plans

When you downgrade from Agency to Pro, or from Pro to Free:

• The downgrade takes effect at the end of your current billing period
• You retain access to current plan features until the period ends
• No refund is issued for the difference in plan pricing
• Usage limits reset to the new plan's limits on the next billing cycle

8. Payment Failures and Retries

8.1 Failed Payments

If your payment method fails during subscription renewal:

• We will attempt to charge your payment method up to 3 times over 7 days
• You will receive email notifications about the failed payment
• Your account access may be temporarily restricted
• If payment fails after all retries, your subscription will be cancelled

8.2 No Refund for Payment Failures

If your subscription is cancelled due to payment failure, you are not entitled to a refund for the unused portion of your previous billing period. You are responsible for maintaining valid payment information.

9. Refund Request Process

9.1 How to Request a Refund

If you believe you qualify for a refund under this policy, please:

1. Email boussettah.dev@gmail.com with "Refund Request" in the subject line
2. Include your account email and subscription details
3. Clearly explain the reason for your refund request
4. Provide any relevant documentation (screenshots, transaction IDs, etc.)
5. Include the date and amount of the charge in question

9.2 Review Timeline

We will review your refund request within:

• Billing errors: 2-3 business days
• Service outages: 3-5 business days
• Satisfaction guarantee: 5-7 business days
• Other requests: 7-10 business days

9.3 Refund Processing

If your refund is approved:

• Refunds are processed through Paddle to your original payment method
• Processing typically takes 5-10 business days
• Your bank may take an additional 3-5 days to post the refund
• You will receive email confirmation when the refund is processed
• Your account may be downgraded to the Free plan immediately

9.4 Refund Denials

If your refund request is denied, we will:

• Provide a detailed explanation of why the request was denied
• Reference the specific policy sections that apply
• Offer alternative solutions if applicable (e.g., service credits, plan adjustments)
• Explain your right to dispute the decision

10. Chargebacks and Disputes

10.1 Chargebacks

If you dispute a charge with your bank or credit card company (chargeback):

• Your account will be immediately suspended pending investigation
• We will provide evidence of the legitimate charge to your bank
• You may be charged a chargeback fee ($15-25) as permitted by Paddle's terms
• If the chargeback is found to be invalid, your account may be permanently terminated

Important: Please contact us directly before initiating a chargeback. We are committed to resolving billing issues fairly and quickly, and chargebacks can result in additional fees and complications.

10.2 Dispute Resolution

If you disagree with a refund decision, you may:

• Request escalation to a senior support manager
• Provide additional documentation or context
• Request a detailed explanation of the decision

Our decisions are final after escalation review, subject to applicable consumer protection laws.

11. Legal and Consumer Rights

11.1 Statutory Rights

Nothing in this Refund Policy affects your statutory rights under applicable consumer protection laws. If you are located in the European Union, United Kingdom, Australia, or other jurisdictions with strong consumer protection laws, you may have additional rights including:

• Right of withdrawal (cooling-off period)
• Right to refund for defective services
• Right to cancel distance contracts
• Consumer guarantees for digital services

11.2 California Residents

California law requires that online subscription services provide clear cancellation mechanisms. California residents have the right to cancel any subscription at any time as described in Section 6 of this policy.

11.3 EU Right of Withdrawal

EU residents have a 14-day right of withdrawal from distance contracts. However, by using the Service during the trial or subscription period, you expressly request that we begin performance immediately, and you acknowledge that you will lose your right of withdrawal once the service is fully performed.

12. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website, with the "Last updated" date revised accordingly. Material changes will be communicated via email at least 30 days before taking effect. Your continued use of the Service after changes become effective constitutes acceptance of the updated policy.

Refund requests for charges made before a policy change will be evaluated under the policy in effect at the time of the charge.

13. Contact Information

For refund requests, billing questions, or concerns about this policy, please contact:

We strive to respond to all refund requests within the timelines specified in Section 9.2.