Effective 12 September 2026
Refund policy
This policy explains cancellations and refunds for Promptence software subscriptions and separately scoped services. Checkout terms, signed agreements, mandatory law, or the terms of an authorized payment processor may provide additional rights and take precedence where applicable.
Subscription cancellations
You can cancel a Promptence subscription before the next renewal date. Cancellation stops future renewal charges. Unless the checkout or applicable law states otherwise, access continues through the end of the paid billing period.
14-day first-purchase refund
For the first paid Promptence software subscription, you may request a refund within 14 calendar days of the initial purchase. This first-purchase policy does not automatically apply to later renewals, usage-based charges, or separately scoped managed services. Any mandatory consumer rights that apply in your jurisdiction remain unaffected.
Renewals and billing errors
Renewal charges are generally non-refundable once a new billing period has started, except where required by law or where there is a duplicate charge, a verified billing error, or another issue that our payment processor determines should be refunded.
Managed services and implementation work
Managed diagnostics, remediation sprints, implementation, consulting, and other separately scoped services are governed by the applicable proposal, statement of work, checkout terms, or services agreement. If no specific refund term is stated, fees for completed work and non-cancellable third-party costs are not refundable; any unused prepaid amount for work that has not started may be refundable after those costs are deducted.
Material service failures
If a paid Promptence software service is materially unavailable because of a Promptence-controlled technical failure and we cannot restore the affected service within a reasonable period, contact us. Depending on the circumstances, we may provide a service credit, extension, or refund for the materially affected paid period.
How to request a refund
Email hello@promptence.tech from the address used for the purchase. Include the account or company name, purchase date, transaction or invoice reference if available, and the reason for the request. We may ask for information reasonably necessary to verify the purchase and prevent fraud.
Refund method and timing
Approved refunds are returned through the original payment method where technically possible. Bank, card, wallet, and payment-processor settlement times vary, so the time for funds to appear after approval is controlled by the relevant payment provider and financial institutions.
Payment processors and Merchant of Record
Some purchases may be processed by an authorized payment provider or Merchant of Record. That provider may process the refund, apply its buyer terms, request additional verification, and communicate directly with the purchaser. Where those terms or applicable law provide stronger refund rights, those rights control.
Operational launch policy. Promptence may update this policy as payment methods, subscription terms, or applicable legal requirements change.