Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy outlines the terms and conditions for cancellations, refunds, and disputes for both our SaaS subscription products and professional services. This policy should be read in conjunction with our Terms of Service.

We strive to ensure customer satisfaction. If you have any concerns about our services, please contact us at reportphishing@apwg.org before requesting a refund or cancellation.

2. SaaS Subscription Services

2.1 Monthly Subscriptions

Cancellation

• You may cancel your monthly subscription at any time through your account settings or by contacting us
• Cancellation will take effect at the end of your current billing cycle
• You will retain access to the service until the end of the paid period
• No partial refunds are provided for unused time within a billing cycle

Refund Policy

• New Subscribers: If you are a first-time subscriber, you may request a full refund within 14 days of your initial subscription date
• Service Outages: If our service experiences extended downtime (more than 24 consecutive hours due to our infrastructure), you may request a prorated refund for the affected period
• Billing Errors: If you are charged in error, we will provide a full refund of the erroneous charge
• Monthly subscriptions are otherwise non-refundable after the 14-day trial period

2.2 Annual Subscriptions

Cancellation

• You may cancel your annual subscription at any time
• Cancellation will prevent automatic renewal at the end of your annual term
• You will retain access to the service until the end of your paid annual period
• Annual subscriptions are generally non-refundable, except as outlined below

Refund Policy

• New Subscribers: If you are a first-time annual subscriber, you may request a full refund within 30 days of your initial subscription date
• After 30 Days: Annual subscriptions are non-refundable after the 30-day period, except in cases of:
  • Extended service outages (as defined above)
  • Billing errors
  • Service termination by us
• If you cancel after 30 days, you will not receive a refund for the remaining subscription period

2.3 Subscription Changes and Upgrades

• Upgrades: If you upgrade your subscription to a higher tier, you will be charged the prorated difference for the remainder of your billing cycle, and the new rate will apply in subsequent cycles
• Downgrades: If you downgrade your subscription, the change will take effect at the start of your next billing cycle. No refunds are provided for downgrades
• Switching Billing Cycles: If you switch from monthly to annual (or vice versa), you will be credited for any unused time on your current plan

2.4 Auto-Renewal

• Subscriptions automatically renew at the end of each billing cycle unless you cancel before the renewal date
• We will send you a reminder email before automatic renewal
• To avoid being charged for the next billing cycle, you must cancel at least 24 hours before your renewal date
• Renewal charges are non-refundable once processed, except as outlined in the refund policies above

2.5 Free Trials

• If we offer a free trial, you will not be charged during the trial period
• You may cancel your trial at any time before it ends to avoid being charged
• If you do not cancel before the trial ends, you will automatically be charged for the selected subscription plan
• One free trial is permitted per customer

3. Professional Services (Custom Development and Consulting)

3.1 Project-Based Services

Cancellation

• Either party may terminate a project-based engagement by providing written notice as specified in the Statement of Work (typically 14-30 days)
• You will be responsible for payment for all work completed up to the date of termination
• Any deliverables completed at the time of termination will be transferred to you upon full payment
• If a deposit was paid, the unused portion (after accounting for completed work and expenses) will be refunded

Refund Policy

• Before Work Begins: If you cancel before we begin work, deposits are refundable minus any documented expenses incurred (research, third-party costs, etc.)
• During the Discovery Phase: If you cancel during the initial discovery or scoping phase, you will be charged for time and materials invested, and any remaining deposit will be refunded
• After Work Begins: Once development or implementation has begun, payments for completed milestones are non-refundable
• Incomplete Milestones: For partially completed milestones, you will be charged based on documented hours and deliverables completed

3.2 Retainer Services

Cancellation

• Either party may terminate a retainer agreement with 30 days' written notice (or as specified in the service agreement)
• The retainer will remain in effect during the notice period
• You are responsible for payment through the end of the notice period
• Unused retainer hours do not roll over and are non-refundable unless otherwise specified in the service agreement

Refund Policy

• Retainer fees are generally non-refundable
• If we fail to provide the agreed-upon services, you may request a prorated refund for unused hours or services
• If either party terminates the agreement early, any unused prepaid fees may be refunded at our discretion, minus hours already utilized

3.3 Service Satisfaction Guarantee

We are committed to delivering high-quality professional services. If you are not satisfied with our work:

• Notify us immediately with specific concerns
• We will work with you to address the issues at no additional cost
• If we are unable to resolve your concerns to your reasonable satisfaction, we may offer a partial refund on a case-by-case basis

4. Dispute Resolution

4.1 Dispute Process

If you have a dispute regarding charges, services, or refunds:

1. Contact Us First: Email us at reportphishing@apwg.org with details of your dispute. We will acknowledge receipt within 2 business days.
2. Investigation: We will investigate your dispute and provide a response within 10 business days.
3. Resolution: We will work with you in good faith to reach a fair resolution.
4. Escalation: If we cannot reach a mutually acceptable resolution, the dispute will be handled in accordance with the dispute resolution provisions in our Terms of Service.

4.2 Chargeback Policy

We ask that you contact us before initiating a chargeback with your payment provider. Chargebacks:

• May result in immediate suspension or termination of your account and services
• May prevent you from using our services in the future
• May result in legal action to recover costs and fees associated with the chargeback

We will work diligently to resolve any billing concerns without the need for chargebacks.

5. Account Termination by Undefined, Ltd.

5.1 Termination for Cause

We reserve the right to terminate your account or services immediately if you:

• Breach our Terms of Service or Acceptable Use Policy
• Engage in fraudulent or illegal activity
• Fail to pay for services
• Abuse or threaten our staff or other users

In cases of termination for cause, no refunds will be provided.

5.2 Service Discontinuation

If we decide to discontinue a service or product:

• We will provide at least 90 days' advance notice (or longer if feasible)
• You will receive a prorated refund for any unused prepaid subscription time
• We will assist with data export and migration to alternative solutions where possible

6. How to Request a Cancellation or Refund

6.1 SaaS Subscription Cancellation

To cancel your SaaS subscription:

1. Log in to your account
2. Navigate to Account Settings → Subscription
3. Click "Cancel Subscription" and follow the prompts
4. Alternatively, email us at reportphishing@apwg.org with your account details

6.2 Professional Services Cancellation

To cancel a professional services engagement, send written notice to reportphishing@apwg.org including:

• Your name and company
• Project or engagement reference
• Effective cancellation date
• Reason for cancellation (optional but helpful)

6.3 Refund Requests

To request a refund, email reportphishing@apwg.org with:

• Your name and account/invoice details
• Date and amount of the charge in question
• Reason for the refund request
• Any supporting documentation

We will review your request and respond within 5 business days. Approved refunds will be processed within 10 business days and will be returned via the original payment method.

7. Data and Access After Cancellation

7.1 SaaS Products

• After cancellation, you will retain access until the end of your paid period
• You can export your data at any time during your subscription or within 30 days after cancellation
• After 30 days, we may delete your data in accordance with our data retention policy
• If you wish to preserve your data beyond 30 days, contact us to arrange extended access

7.2 Professional Services

• All deliverables completed and paid for will be transferred to you upon engagement termination
• Work-in-progress will be documented and transferred at our discretion or as agreed upon
• Source code, documentation, and assets created for you will be provided in a standard format

8. Exceptions and Special Circumstances

We understand that exceptional circumstances may arise. If you believe you qualify for a refund or cancellation outside the terms outlined in this policy, please contact us to discuss your situation. We will review requests on a case-by-case basis.

Circumstances we may consider include:

• Serious illness or incapacity
• Company closure or bankruptcy
• Natural disasters or force majeure events
• Other extraordinary circumstances beyond your control

9. Changes to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. We will notify you of material changes by:

• Posting the updated policy on our website
• Updating the "Last Updated" date at the top of this page
• Sending email notification to active subscribers (for significant changes)

Changes will not apply retroactively to subscriptions or services purchased before the effective date of the change.

10. Contact Information

For questions about this Refund and Cancellation Policy, or to request a cancellation or refund, please contact us:

We aim to respond to all inquiries within 2 business days.