Refund Policy

1. Overview

At Alertr, we strive to provide exceptional service and value to all our customers. We understand that sometimes our services may not meet your expectations, and we have established this refund policy to ensure fair treatment for all parties.

2. 14-Day Free Trial

We offer a 14-day free trial for all new customers to evaluate our services before making a payment commitment. During this period, you can:

• Access all features of your selected plan
• Test the platform with your actual business needs
• Cancel anytime without any charges
• No credit card required to start the trial

3. Refund Eligibility

3.1 Eligible for Refund

You may be eligible for a refund under the following circumstances:

• First-time customers: Full refund within 7 days of first payment if you're unsatisfied with the service
• Service outages: Pro-rated refund for extended service unavailability exceeding our SLA
• Billing errors: Full refund for any overcharges or incorrect billing
• Technical issues: If persistent technical problems prevent you from using the service as advertised
• Feature unavailability: If promised features are not available and materially affect service usage

3.2 Not Eligible for Refund

Refunds will not be provided for:

• Services already consumed (messages sent, alerts delivered)
• Cancellation after the 7-day refund period for first-time customers
• Violation of our Terms of Service resulting in account suspension
• Change of mind after the refund eligibility period
• Issues caused by third-party services or your own systems
• Failure to use the free trial before purchasing

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team at support@myalertr.com within the eligibility period
2. Provide your account details and reason for the refund request
3. Include any relevant documentation or screenshots if applicable
4. Our team will review your request within 48 hours

4.2 Refund Timeline

• Review Period: 2-3 business days to review your request
• Approval Notification: Email confirmation within 48 hours of review
• Processing Time: 5-7 business days for approved refunds
• Bank Processing: Additional 3-5 business days depending on your bank

5. Refund Methods

Refunds will be processed using the original payment method:

• Credit/Debit Cards: Refunded to the original card
• UPI: Refunded to the original UPI ID
• Net Banking: Refunded to the original bank account
• Alternative methods: In special cases, we may offer account credits

6. Partial Refunds

Partial refunds may be issued for:

• Mid-month cancellations (pro-rated for unused days)
• Downgrade of plans (credit for the difference)
• Service credits for minor service disruptions

7. Subscription Cancellation

7.1 Cancellation Process

• You can cancel your subscription anytime from your account dashboard
• Cancellation takes effect at the end of the current billing period
• You retain access to services until the end of the paid period
• No refund for the remaining period unless eligible under this policy

7.2 Data Retention After Cancellation

• Your data is retained for 30 days after cancellation
• You can request immediate data deletion if preferred
• Export your data before cancellation to avoid loss

8. Disputes and Appeals

If your refund request is denied and you believe it should be approved:

1. Submit an appeal to appeals@alertr.net
2. Include your original request reference number
3. Provide additional information supporting your case
4. Appeals are reviewed by senior management within 5 business days

9. Special Circumstances

9.1 Annual Plans

• 30-day money-back guarantee for annual subscriptions
• Pro-rated refunds not available after 30 days
• Option to convert to monthly billing instead of cancellation

9.2 Enterprise Customers

• Custom refund terms as per the service agreement
• Dedicated account manager for refund discussions
• Negotiable terms based on contract specifics

10. Service Credits

Instead of refunds, we may offer service credits for:

• Minor service disruptions
• First-time issues as a goodwill gesture
• Loyalty rewards for long-term customers

11. Fraudulent Refund Requests

We reserve the right to:

• Deny refunds for suspected fraudulent requests
• Terminate accounts involved in refund fraud
• Take legal action for attempted fraud
• Report fraudulent activities to relevant authorities

12. Changes to Refund Policy

We may update this refund policy from time to time. Changes will be:

• Posted on our website with the updated date
• Communicated via email for material changes
• Effective immediately for new customers
• Effective after 30 days notice for existing customers

13. Contact Information

For refund requests and questions about this policy:

14. Legal Rights

This refund policy does not limit your statutory rights under applicable consumer protection laws in India. You may have additional rights under the Consumer Protection Act, 2019.

15. Acknowledgment

By purchasing our services, you acknowledge that you have read and understood this refund policy and agree to its terms.