Refund and Cancellation Policy

Last Updated: July 30, 2025

This Refund and Cancellation Policy explains our policies regarding subscription cancellations, refunds, and related procedures for OGTool services.

1. Cancellation Policy

How to Cancel

You can cancel your OGTool subscription at any time through:

Account Dashboard: Self-service cancellation in your account settings
Email Request: Send cancellation request to support@ogtool.com
Customer Support: Contact our support team directly

Cancellation Timeline

Immediate Processing: Cancellation requests are processed immediately
End of Billing Period: Access continues until the end of your current billing period
No Partial Refunds: Cancellation does not automatically trigger a refund for the current period
Data Retention: Your data is retained for 30 days after cancellation for potential reactivation

Info

You can reactivate your account within 30 days of cancellation without losing your data or settings.

What Happens After Cancellation

Service Access: You retain access to paid features until the end of your billing period
Data Export: You can export your data before or up to 30 days after cancellation
Account Status: Your account moves to a "cancelled" status but remains accessible
Billing: No further charges will be made to your payment method

2. Refund Policy

General Policy

OGTool operates on a no-refunds policy for subscription services, with specific exceptions outlined below.

Refund Exceptions

1. Service Outages

Extended Outages: Refunds for verified service outages exceeding 24 consecutive hours
Calculation: Pro-rated refund based on downtime duration
Eligibility: Must be reported within 7 days of the outage
Documentation: Requires outage confirmation from our monitoring systems

2. Billing Errors

Duplicate Charges: Full refund for verified duplicate charges
Incorrect Amounts: Refund of difference for overcharges
Unauthorized Charges: Full refund for charges you did not authorize
Processing Time: Billing error refunds processed within 5-10 business days

3. Early Cancellation (New Customers)

7-Day Window: New customers can request a full refund within 7 days of first payment
Usage Limitations: Refund may be prorated based on usage during the period
One-Time Policy: This exception applies only once per customer
Good Faith Requirement: Must demonstrate good faith effort to use the service

4. Service Defects

Major Functionality Issues: Refunds for documented service defects that prevent normal use
Resolution Attempts: Must work with support team to attempt resolution first
Impact Assessment: Refund amount based on severity and duration of issues
Documentation Required: Detailed documentation of issues and resolution attempts

Warning

Refunds are not available for change of mind, business closure, or competitive alternatives. Please consider your needs carefully before subscribing.

3. Refund Process

How to Request a Refund

Contact Support: Email support@ogtool.com with your refund request
Provide Information: Include account details, reason for refund, and supporting documentation
Review Process: Our team will review your request within 2-3 business days
Decision Notification: You'll receive an email with our decision and next steps
Processing: Approved refunds are processed within 5-10 business days

Required Information

Account Email: The email address associated with your OGTool account
Payment Method: Last 4 digits of the payment method used
Refund Reason: Detailed explanation of why you're requesting a refund
Supporting Documentation: Screenshots, error messages, or other relevant evidence
Attempt at Resolution: Description of any troubleshooting or support interactions

Refund Timeline

Request Review: 2-3 business days for initial review
Decision Notification: Within 5 business days of request
Processing Time: 5-10 business days for approved refunds
Credit Card Refunds: May take additional 1-3 business days to appear on your statement

4. Annual vs Monthly Subscriptions

Monthly Subscriptions

Cancellation: Can be cancelled at any time
Refunds: Generally not eligible for refunds except under specific exceptions
Pro-rating: No pro-rating for partial months
Next Billing: Cancellation prevents next month's charge

Annual Subscriptions

Cancellation: Can be cancelled at any time
Refunds: May be eligible for pro-rated refund of unused months in exceptional circumstances
Calculation: Refund calculated as (unused months / 12) × annual fee, minus processing costs
Minimum Usage: Annual refunds only considered after minimum 3-month usage period

Subscription Changes

Upgrades: Take effect immediately with pro-rated billing adjustment
Downgrades: Take effect at the next billing cycle
Refunds for Changes: No refunds for voluntary plan changes

5. Enterprise and Custom Plans

Enterprise Accounts

Custom Terms: Enterprise agreements may have different cancellation and refund terms
Contract Review: Refer to your signed enterprise agreement for specific policies
Account Management: Work with your dedicated account manager for cancellations
Notice Period: May require 30-90 days advance notice per contract terms

Custom Integrations

Development Work: Custom development work is generally non-refundable
Milestone-Based: Refunds may be available for incomplete milestone deliverables
Documentation: Requires detailed documentation of incomplete work
Approval Process: Subject to management approval on case-by-case basis

6. Disputes and Chargebacks

Dispute Resolution

Direct Contact: We strongly encourage direct contact before initiating disputes
Resolution Timeframe: Most issues can be resolved within 5-10 business days
Documentation: We maintain detailed records of all transactions and communications
Good Faith Efforts: We work in good faith to resolve legitimate concerns

Chargeback Policy

Account Suspension: Chargebacks may result in immediate account suspension
Dispute Response: We will provide evidence to contest invalid chargebacks
Reinstatement: Account reinstatement requires chargeback reversal or alternative payment
Fees: You may be responsible for chargeback fees and administrative costs

Info

Initiating a chargeback should be a last resort. Please contact our support team first to resolve any billing concerns.

7. Free Trials and Promotional Offers

Free Trial Cancellations

During Trial: Can be cancelled at any time during the trial period
No Charges: No charges if cancelled before trial expires
Automatic Conversion: Trials automatically convert to paid subscriptions unless cancelled
Reminder Notifications: We send reminders before trial expiration

Promotional Offers

Refund Eligibility: Promotional pricing may affect refund calculations
Terms Compliance: Must comply with specific promotional offer terms
Documentation: Original promotional terms apply to refund calculations
Limitations: Some promotional offers may have no-refund conditions

8. Data and Account Recovery

Data Retention After Cancellation

30-Day Grace Period: Data retained for 30 days after cancellation
Export Options: Multiple formats available for data export
Recovery Window: Account and data can be recovered during this period
Permanent Deletion: Data permanently deleted after grace period

Account Reactivation

Within Grace Period: Full account restoration with all data and settings
After Grace Period: New account setup required with data loss
Payment Method: Must provide valid payment method for reactivation
Plan Selection: Can choose any available plan upon reactivation

9. Contact Information

Cancellation and Refund Requests

Email: support@ogtool.com
Subject Line: Include "Cancellation Request" or "Refund Request"
Response Time: Within 24 hours during business days
Business Hours: Monday-Friday, 9 AM - 6 PM EST

Billing Questions

Email: billing@ogtool.com
Phone: [Phone Number] (for enterprise customers)
Live Chat: Available through your account dashboard
Help Center: Comprehensive self-service resources available

Escalation Process

First Level: Standard customer support
Second Level: Billing specialist for complex issues
Management Review: For disputed refund decisions
Executive Contact: For unresolved escalations

10. Policy Updates

Change Notifications

Email Notifications: Policy changes communicated via email
Effective Date: Changes take effect 30 days after notification
Grandfathering: Existing subscriptions may be grandfathered under previous terms
Acceptance: Continued use constitutes acceptance of updated terms

Version History

Previous Versions: Available upon request for reference
Change Log: Summary of changes maintained for transparency
Legal Compliance: Updates ensure compliance with applicable laws
Customer Impact: Material changes explained in detail

This Refund and Cancellation Policy is part of our Terms of Service and is effective as of July 30, 2025. For questions or concerns, please contact our support team.