Refund Policy

Maintained in English as a working draft intended for release on movedesk.io.

1. Scope and related documents

Capitalised expressions appearing here without their own definition carry the meanings the Terms & Conditions give them. This Refund Policy governs except where a separately signed enterprise agreement expressly lays down refund rules of its own.

2. Amounts that are not returned

Certain sums stay outside any refund: amounts answering to periods of service already consumed, save where mandatory law says otherwise; charges for professional services, onboarding, implementation, consulting, training and other one-off service work, absent an express written statement to the contrary; sums paid for third-party products or services bought apart from us or through integrations, marketplaces or resellers; taxes, duties and regulatory charges so far as the relevant authority does not return them to us; and amounts caught up in chargebacks, fraud investigations, sanctions-screening questions or other payment disputes, for as long as the matter stays open.

3. Monthly subscriptions

Under a monthly plan, the latest monthly charge can be returned in full where four conditions come together: the request arrives within seven (7) calendar days of that latest payment being taken; it concerns the most recent paid monthly period and no other; after the charge, the account has made no material use of the paid Services going beyond what ordinary trial evaluation would involve or otherwise pointing to substantive consumption of the paid benefits; and nothing indicates abuse, a pattern of brief usage followed by refund demands, or a breach of the Terms & Conditions.

3.1 What counts as material use

For this Refund Policy, material use embraces — by way of illustration — sustained handling of live customer conversations, production automations put into operation, knowledge sources ingested at scale, heavy reliance on paid integrations, or other substantial recourse to paid-only capabilities once the charge has gone through. The assessment is made by us reasonably and in good faith, on the account activity and the circumstances laid before us.

3.2 Service faults

Where a verified technical failure on our side materially barred access to the Services, or caused demonstrable damage over the period in question, the case may be examined individually and a refund, credit or other remedy granted even though the standard conditions above are not fully satisfied. Whatever remedies mandatory law confers stay untouched.

4. Annual subscriptions

Should annual plans be on offer and one be bought, a partial return covering the unused stretch of the annual term can be sought on these conditions: the request must arrive within one hundred eighty (180) days of the original annual payment date; only the unused remainder of the annual term then running is eligible; the unused stretch is reckoned in whole months, rounded upward to the next full unused month in the customer’s favour; discounts, promotional pricing, one-off onboarding or implementation charges, professional services, taxes on the consumed period and third-party costs already borne fall outside the refund unless the law commands otherwise; and where the annual plan came through a reseller, marketplace or third-party payment intermediary, the refund procedure of that party may operate alongside this one.

4.1 How the sum is computed

Once a partial return on an annual plan is approved, the refundable sum is arrived at by taking what was paid for the annual plan and subtracting the value of the consumed portion of the subscription, discounts being left out of the refundable value save where the law requires their inclusion; credits or refunds already extended for the same annual period are likewise subtracted.

5. Negotiated enterprise contracts

Where the Services are bought under an individually negotiated enterprise agreement, master services agreement, order form or reseller contract, the refund, credit, cancellation and termination provisions of that written document take precedence over this Refund Policy so far as the two diverge.

6. Trial periods

A free trial carries no subscription charge while it runs, so nothing exists to return unless a paid renewal or a paid conversion has already occurred. How long the trial lasts, what usage ceilings apply and who qualifies are matters for us to fix, and we may change or withdraw them at any moment.

7. Lodging a request

A refund request may be lodged through the contact form on the Website or by writing to support@movedesk.io. State the account e-mail, the organisation name, the invoice or payment particulars, the date the charge was taken, the grounds for the request and any material bearing on it; further details reasonably needed to verify the request and examine the circumstances may be asked of you.

8. Route and currency of repayment

An approved refund travels, as a rule, back along the original payment route and in the currency originally billed, so far as that is reasonably feasible; failing that, a reasonable alternative route may be used, or a currency equivalent taken at the exchange rate ruling on the refund date.

Bank charges, card-network charges, foreign-exchange effects, intermediary fees and comparable costs which your payment provider or financial institution levies while handling a refund are not ours to bear.

9. Refusal for misuse; single goodwill refund

A request may be turned down where we reasonably conclude that it is abusive, fraudulent, repetitive, out of keeping with this Refund Policy or bound up with a breach of the Terms & Conditions. Save where the law requires more, or we have approved more expressly and in writing, one goodwill refund per customer account is the ceiling for circumstances that are substantially alike.

10. Disputes raised with your bank

Before a chargeback or payment dispute is opened with your bank or payment provider, we ask that the matter first be brought to us for review. A chargeback pursued in bad faith or against this Refund Policy may lead to suspension or termination of your access to the Services and to recovery of our reasonable costs, so far as the law allows.

11. Revisions to this policy

This Refund Policy may be revised from time to time. Each revised version will appear on the Website and will govern purchases made after its stated effective date, unless mandatory law dictates a different approach.