Refund Policy

Last Updated: January 26, 2025

1. Refund Eligibility

1.1 Subscription Plans (Pro & Enterprise)

Paid subscriptions are eligible for a full refund if requested within 30 days of the initial purchase or renewal.

• Pro Plan ($29/month): Full refund if requested within 30 days
• Enterprise Plan ($99/month): Full refund if requested within 30 days

1.2 Pay-Per-Analysis ($10)

One-time manuscript analysis purchases are eligible for a refund if:

• Requested within 7 days of purchase, AND
• The analysis failed to complete due to a technical error, OR
• You did not download or view the analysis results

Note: Pay-per-analysis refunds are NOT available if you have already accessed the analysis results.

1.3 Free Plan

The Free plan has no charges and is not eligible for refunds.

2. Refund Request Process

2.1 How to Request a Refund

To request a refund, follow these steps:

1. Email us: Send a refund request to refunds@scarter4workmanuscripthub.com
2. Include the following information:
   • Your account email address
   • Subscription plan or transaction ID
   • Reason for refund (optional but appreciated)
3. We will process your request: Refunds are typically processed within 3-5 business days
4. Receive confirmation: You'll receive an email confirmation once the refund is issued

2.2 Processing Time

• Approval: Refund requests are typically approved within 24 hours
• Processing: Refunds are processed within 3-5 business days
• Arrival: Funds appear in your account within 5-10 business days (depending on your bank/card issuer)

2.3 Refund Method

Refunds are issued to the original payment method used for the purchase:

• Credit/debit card refunds are processed through Stripe
• Refunds cannot be issued as account credit or transferred to another payment method

3. Conditions and Limitations

3.1 One Refund Per User

Each user is eligible for one full refund per subscription plan within the 30-day window. Repeated subscription and refund cycles are prohibited and may result in account termination.

3.2 Partial Refunds

We do not offer partial refunds for:

• Unused portions of a billing period
• Unused manuscript analysis credits
• Subscription downgrades

If you cancel a subscription mid-cycle, you retain access to paid features until the end of the billing period, but no prorated refund is issued.

3.3 Annual Plans

Annual subscriptions (if offered) are eligible for a full refund if requested within 30 days of purchase. After 30 days, no refunds are available for annual plans.

3.4 Account Abuse

Refund requests from users who have violated our Terms of Service may be denied. This includes:

• Copyright infringement
• Account sharing or reselling
• Abuse of the Service or staff
• Fraudulent activity

4. Non-Refundable Items

The following are NOT eligible for refunds:

4.1 Downloaded Content

• AI-generated marketing assets that have been downloaded
• Formatted manuscripts (EPUB, PDF) that have been downloaded
• AI-generated cover images that have been downloaded

4.2 Third-Party Services

• Costs incurred from third-party AI processing (OpenAI API)
• Image generation costs (DALL-E 3)
• Payment processing fees (Stripe)

4.3 Completed Services

Once an analysis is complete and you have accessed the results, the service has been rendered and is non-refundable (except for technical failures).

5. Subscription Cancellation vs. Refund

5.1 Cancellation

You can cancel your subscription at any time from the billing dashboard. Upon cancellation:

• You retain access to paid features until the end of your billing period
• No refund is issued for the remaining days of the billing period
• Your account reverts to the Free plan at the end of the billing period

5.2 Refund

A refund is a return of your payment for a subscription or purchase. Refunds are only available within the timeframes specified above.

6. Technical Issues and Service Failures

6.1 Analysis Failures

If your manuscript analysis fails due to a technical error on our end, you are entitled to a full refund or free re-analysis. Contact support@scarter4workmanuscripthub.com immediately.

6.2 Extended Outages

In the event of extended service outages (>48 hours), affected paid users may be eligible for prorated refunds or account credits. We will notify users via email if this occurs.

6.3 Data Loss

If we lose your manuscript data due to a system failure (outside of normal storage expiration), you may be eligible for a full refund or compensation.

7. Chargebacks

⚠️ Important: Please contact us before initiating a chargeback with your bank.

7.1 Chargeback Policy

• We offer a 30-day money-back guarantee—please request a refund directly from us first
• Chargebacks filed without contacting us may result in account suspension
• Fraudulent chargebacks will result in account termination and potential legal action

7.2 Resolving Disputes

If you have a billing dispute, please email us at billing@scarter4workmanuscripthub.com. We will work with you to resolve the issue promptly.

8. Upgrades and Downgrades

8.1 Upgrades

When you upgrade your subscription:

• You are charged the prorated difference immediately
• The new plan takes effect immediately
• No refunds are available for the prorated upgrade charge

8.2 Downgrades

When you downgrade your subscription:

• The downgrade takes effect at the end of your current billing period
• No refund is issued for the difference between plans
• You retain access to the higher-tier features until the end of the billing period

9. Free Trial and Promotional Credits

9.1 Free Trials

If we offer free trials (beyond the Free plan), the following applies:

• Canceling during the trial period results in no charges
• No refunds are needed since no payment was made
• You will not be charged if you cancel before the trial ends

9.2 Promotional Credits

• Promotional credits (coupons, discounts) are non-refundable
• Credits expire according to promotional terms
• Credits cannot be exchanged for cash

10. Contact Information

For refund requests or billing questions, contact us:

Refund Requests: refunds@scarter4workmanuscripthub.com
Billing Support: billing@scarter4workmanuscripthub.com
General Support: support@scarter4workmanuscripthub.com

Response Time: We aim to respond to all refund requests within 24 hours.

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Our refund policy is designed to give you confidence in trying our Service. We stand behind our product and want you to be completely satisfied.