Refund and Returns Policy

Effective Date: December 13, 2024
Company: Gigrove Ltd

1. Overview

This Refund & Cancellation Policy outlines the terms and conditions under which Gigrove Ltd provides refunds and processes cancellations for our e-commerce builder SaaS platform. By subscribing to our Service, you agree to the terms set forth in this policy.

This policy should be read in conjunction with our Terms of Service and Privacy Policy.

2. Subscription Plans and Billing

2.1 Billing Cycles

Monthly Plans: Billed on the same day each month
Annual Plans: Billed once per year on the anniversary of your subscription start date
Enterprise Plans: Billed according to the terms specified in your Enterprise agreement

2.2 Payment Processing

All payments are processed in advance at the beginning of each billing cycle. Charges are made automatically using the payment method on file in your account.

2.3 Currency

Prices are displayed in GBP (British Pounds), USD (US Dollars), or EUR (Euros) depending on your location and preference. Exchange rates are determined at the time of transaction.

3. Free Trial Policy

3.1 Trial Period

New customers may be eligible for a free trial period as advertised on our website or through promotional offers. Trial periods typically last 14 days unless otherwise specified.

3.2 Trial Cancellation

You may cancel your trial subscription at any time during the trial period without being charged. To avoid charges:

Cancel at least 24 hours before the trial period ends
Cancellation can be done through your account dashboard or by contacting support@gigrove.com

3.3 Trial to Paid Conversion

If you do not cancel before the trial period ends, your subscription will automatically convert to a paid plan and your payment method will be charged according to the plan you selected.

3.4 Trial Limitations

One free trial per customer/business
Valid payment method required to start trial
Some features may be limited during trial period

4. Cancellation Policy

4.1 How to Cancel

You may cancel your subscription at any time through:

Option 1: Account Dashboard

Log in to your Gigrove account
Navigate to Settings > Billing
Click “Cancel Subscription”
Follow the confirmation steps

Option 2: Email Request Send a cancellation request to support@gigrove.com with:

Your account email address
Company/store name
Reason for cancellation (optional but appreciated)

4.2 Cancellation Notice Period

To cancel your subscription and avoid the next billing cycle:

Cancellations must be submitted at least 24 hours before your next billing date
Cancellations submitted less than 24 hours before renewal will take effect after the next billing cycle

4.3 When Cancellation Takes Effect

Monthly Subscriptions:

Cancellation takes effect at the end of your current billing period
You retain full access to the Service until the end of the paid period
No partial refunds are provided for unused days in the current billing cycle

Annual Subscriptions:

Cancellation takes effect at the end of your 12-month subscription period
You retain full access to the Service until your annual subscription expires
No refunds are provided for unused months

Enterprise Plans:

Cancellation terms are governed by your Enterprise agreement
Contact your account manager or support@gigrove.com for cancellation

4.4 Auto-Renewal Opt-Out

If you wish to continue using the Service for your current billing period but not renew:

Cancel before the renewal date
You will not be charged for the next period
Access continues until the end of your current paid period

4.5 What Happens After Cancellation

Upon cancellation:

Your subscription will not renew
Access to the Service ends when your current billing period expires
Your data is retained for 30 days after cancellation
You may reactivate your account within 30 days without data loss
After 30 days, your data will be permanently deleted

4.6 Reactivation

You may reactivate a canceled subscription at any time by:

Logging into your account and resubscribing
Contacting support@gigrove.com for assistance
If reactivated within 30 days, your previous data and settings are restored

5. Refund Policy

5.1 General Refund Terms

No Refunds for Partial Billing Periods We do not provide refunds or credits for:

Partial months or years of unused service
Mid-cycle cancellations or downgrades
Unused features or integrations within your plan
Subscriptions canceled before the end of the billing period

Why We Don’t Offer Partial Refunds: As a SaaS platform, we provide continuous access to our Service throughout your subscription period. Once a billing period has begun, the Service has been made available to you, and therefore the subscription fee is non-refundable.

5.2 Exceptions – When Refunds ARE Provided

We will provide full or partial refunds in the following circumstances:

A. Billing Errors

Duplicate charges
Incorrect amount charged
Charges after confirmed cancellation
Action Required: Contact support@gigrove.com within 7 days of the charge with transaction details

B. Service Unavailability

Service unavailable for more than 24 consecutive hours due to issues on our end
Significant service degradation making the platform unusable
Refund amount prorated based on downtime duration
Exclusions: Scheduled maintenance (announced in advance), issues caused by third-party services, issues caused by your internet connection or equipment

C. Unauthorized Charges

Charges made without your authorization
Fraudulent activity on your account
Action Required: Report immediately to support@gigrove.com and your payment provider

D. Account Closure by Gigrove

If we terminate your account for reasons other than Terms of Service violations
Prorated refund for unused subscription time
No refund if termination is due to policy violations, fraud, or abuse

E. Legal Requirements

Refunds required by consumer protection laws in your jurisdiction
Distance selling regulations (where applicable)

5.3 Annual Subscription Refunds

First 30 Days: For annual subscriptions, we offer a 30-day satisfaction guarantee:

Request a full refund within 30 days of your initial annual subscription purchase
Does not apply to renewals of existing annual subscriptions
Account must not have violated our Terms of Service or Acceptable Use Policy
Refund is issued to the original payment method

After 30 Days:

No refunds for annual subscriptions after 30 days
Cancellation will prevent renewal, but no refund for remaining months
Exception: circumstances listed in Section 5.2 above

5.4 Monthly Subscription Refunds

Monthly subscriptions are not eligible for refunds except in the circumstances outlined in Section 5.2 (billing errors, service unavailability, unauthorized charges, etc.).

5.5 Plan Downgrades

Downgrade to Lower Tier:

Takes effect at the end of your current billing period
No refund or credit for the price difference
You retain access to higher tier features until the end of the paid period

Downgrade from Annual to Monthly:

Not available mid-cycle
Cancel annual plan and resubscribe to monthly after expiration

5.6 Add-Ons and Extra Services

Charges for add-ons, extra users, or additional resources:

Billed and refunded according to the same terms as your base subscription
No partial refunds for unused add-ons

6. How to Request a Refund

6.1 Refund Request Process

To request a refund:

Email: Send a request to support@gigrove.com
Include:
- Your account email address
- Company/store name
- Transaction ID or invoice number
- Reason for refund request
- Any supporting documentation (for billing errors or unauthorized charges)
Timeline: Submit within 7 days of the charge you’re disputing

6.2 Refund Review Process

We review all refund requests within 3-5 business days
You will receive an email confirmation of receipt
We may request additional information to process your request
Once approved, refund is processed within 5-10 business days

6.3 Refund Methods

Refunds are issued to the original payment method:

Credit/Debit Cards: 5-10 business days (may take longer depending on your bank)
PayPal: 3-5 business days
Bank Transfer: 5-10 business days

Note: We cannot issue refunds to a different payment method or account than the original payment.

6.4 Refund Denials

Refund requests may be denied if:

Request is made outside the 7-day window (except for service unavailability)
Reason does not meet our refund criteria
Account has violated Terms of Service
Evidence suggests abuse of refund policy
Request is for partial subscription periods (normal cancellation)

You will be notified via email if your refund request is denied, with an explanation.

7. Chargebacks and Payment Disputes

7.1 Contact Us First

Before initiating a chargeback with your bank or payment provider, please contact us at support@gigrove.com. Most billing issues can be resolved quickly through direct communication.

7.2 Chargeback Consequences

If you initiate a chargeback:

Your account may be immediately suspended pending investigation
We will provide evidence to your payment provider to dispute invalid chargebacks
If the chargeback is found in our favor, your account suspension will remain in place until payment is resolved
Repeated invalid chargebacks may result in permanent account termination

7.3 Valid Disputes

We understand that legitimate chargebacks occur. Valid reasons include:

Unauthorized charges
Service not delivered as described
Billing errors that we failed to resolve

8. Force Majeure and Service Interruptions

8.1 Force Majeure Events

We are not liable for refunds due to service interruptions caused by:

Natural disasters (earthquakes, floods, fires)
War, terrorism, civil unrest
Government actions or regulations
Internet service provider failures
Third-party service provider outages (beyond our control)
Cyberattacks, DDoS attacks

8.2 Extended Outages

In case of extended service unavailability (more than 72 hours) due to force majeure:

We will provide updates on restoration efforts
Service credit or prorated refund may be offered at our discretion
Alternative solutions will be explored where possible

9. Tax and VAT Refunds

9.1 VAT/Tax on Refunds

When refunds are issued:

VAT/tax included in the original charge will be refunded
Refund amount matches the total amount you paid, including applicable taxes

9.2 Tax Documentation

For accounting purposes:

Refund confirmation emails serve as proof of refund
Credit notes can be provided upon request for business accounting
Contact support@gigrove.com for tax documentation

10. Changes to This Policy

We may update this Refund & Cancellation Policy to reflect changes in our business practices or legal requirements. Changes will be:

Posted on this page with an updated “Last Updated” date
Notified to active subscribers via email for material changes
Effective immediately for new subscriptions
Effective at next renewal for existing subscriptions (with 30 days notice)

Continued use of the Service after changes constitutes acceptance of the updated policy.

11. Consumer Rights

11.1 Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under applicable consumer protection laws in your jurisdiction. If local laws provide greater protections, those laws shall apply.

11.2 UK Consumer Contracts Regulations

For UK customers, you have the right to cancel within 14 days of subscription for any reason (cooling-off period), provided you have not started using the Service. If you have begun using the Service during this period, you acknowledge that you waive your right to the cooling-off period.

11.3 EU/EEA Consumer Rights

For EU/EEA customers (where applicable), similar distance selling regulations may apply. Contact us for specific information about your consumer rights.

12. Contact Information

For questions about cancellations, refunds, or billing:

Email: support@gigrove.com
Subject Line: “Cancellation Request” or “Refund Request”

Gigrove Ltd
27 Old Gloucester Street
London, United Kingdom
WC1N 3AX

Response Time: We aim to respond to all cancellation and refund inquiries within 1-2 business days.

Last Updated: December 13, 2024
Policy Version: 1.0

This policy is part of our Terms of Service and should be read together with our Terms of Service, Privacy Policy, and Delivery Policy.