Refund Policy

1. Overview

formals.io is a subscription-based Software as a Service (SaaS) platform that provides tools for creating forms, polls, quizzes, Q&A sessions, and sprint poker. All payments for our Services are processed through our authorized payment provider, Paddle.com ("Paddle"), which acts as the Merchant of Record for all transactions.

We strive to ensure customer satisfaction with our Services. If you are not satisfied with your purchase, please review this policy to understand your options for refunds.

2. Payment Processing

Paddle will charge your chosen payment method (such as your credit card, debit card, PayPal account, or any other available methods) for any paid transactions, including any applicable taxes according to the tax jurisdiction in which the transaction takes place.

You agree to receipt of all invoices and receipts in an electronic format, which includes email. When providing us with your information, you must ensure that it is up-to-date and accurate. We will not be responsible for non-receipt of the Services due to incorrect information being provided by you.

We reserve the right to not fulfill and to cancel orders if we are unable to obtain payment authorization from the issuer of your payment card.

3. Subscription Refunds

3.1 Monthly Subscriptions

For monthly subscription plans, you may request a full refund within 7 days of your initial purchase or renewal if:

• You have not extensively used the Services during this period;
• You are experiencing technical issues that prevent you from using the Services, and our support team has been unable to resolve them;
• The Services do not function as described on our website.

After the 7-day period, monthly subscriptions are non-refundable. However, you may cancel your subscription at any time to prevent future renewals.

3.2 Quarterly Subscriptions

For quarterly subscription plans, you may request a full refund within 14 days of your initial purchase or renewal if:

• You have not extensively used the Services during this period;
• You are experiencing technical issues that prevent you from using the Services, and our support team has been unable to resolve them;
• The Services do not function as described on our website.

After the 14-day period, quarterly subscriptions are non-refundable for the current billing period. However, you may cancel your subscription at any time to prevent future renewals.

3.3 Annual Subscriptions

For annual subscription plans, you may request a full refund within 30 days of your initial purchase if:

• You have not extensively used the Services during this period;
• You are experiencing technical issues that prevent you from using the Services, and our support team has been unable to resolve them;
• The Services do not function as described on our website.

After the 30-day period, annual subscriptions are non-refundable for the current billing period. However, you may cancel your subscription at any time to prevent future renewals.

3.4 Free Plan and Trial Periods

Our Free Plan is provided at no cost and therefore does not qualify for refunds. If you are using a free trial of a paid plan, no charges will be applied until the trial period ends and you choose to continue with a paid subscription.

4. Non-Refundable Situations

Refunds will generally not be provided in the following circumstances:

• You have extensively used the Services during the refund period;
• You simply changed your mind about the subscription after the applicable refund period has passed;
• You failed to cancel your subscription before an automatic renewal;
• Your account was suspended or terminated due to violation of our Terms and Conditions;
• You are requesting a refund for a partial month or unused portion of a subscription period;
• The refund request is made after the applicable refund period has expired.

5. How to Request a Refund

To request a refund, please contact our support team at [email protected] with the following information:

• Your account email address;
• The date of purchase;
• Your order or transaction ID (found in your receipt email);
• The reason for your refund request;
• Any relevant details about technical issues (if applicable).

We will review your request and respond within 5-7 business days. If your refund is approved, it will be processed through Paddle and credited to your original payment method within 5-10 business days, depending on your payment provider.

6. Technical Issues and Service Delivery

If technical problems prevent or unreasonably delay delivery of the Services, your exclusive and sole remedy is either replacement of the Service or refund of the price paid, as determined by formals.io. We encourage you to contact our support team first so we can attempt to resolve any technical issues before requesting a refund.

To make amendments to your subscription or report issues, please contact us at [email protected].

7. Subscription Cancellation

You may cancel your subscription at any time through your account settings or by contacting our support team. Please note:

• Cancellation will take effect at the end of your current billing period;
• You will continue to have access to the Services until the end of your paid subscription period;
• No partial refunds will be issued for unused time remaining in your billing period;
• Cancellation does not automatically entitle you to a refund unless you meet the criteria outlined in Section 3.

8. Chargebacks and Disputes

We understand that there may be occasions where you may not recognize or wish to dispute a payment made to Paddle in relation to a transaction.

A chargeback is a mechanism for your payment card issuer (at their discretion) to reclaim money from a retailer's bank. This can allow your card issuer to provide you with a refund in a number of circumstances, including:

• If you do not receive the Services you paid for;
• If you are charged the wrong amount, or charged twice by mistake;
• If the payment was made fraudulently.

You agree to contact formals.io prior to raising a request for a chargeback or any dispute with your bank or card issuer in relation to any transaction. We are committed to resolving any issues directly and promptly.

We recognize that chargebacks can happen for a variety of reasons. However, if you make a card payment through Paddle, and later dispute a legitimate charge by raising a chargeback without merit or legitimate reason (as determined at our sole discretion), whether fraudulently or otherwise, then we reserve the right to prohibit you from using our Services and may provide compelling evidence to refute any invalid chargeback request.

9. Price Changes

Product and subscription prices may change at any time. Any price changes will not affect your current subscription period but may apply to future renewals. We will provide reasonable notice of any price increases before they take effect.

10. Upgrades and Downgrades

Upgrades: When you upgrade your subscription plan, you will be charged a prorated amount for the remainder of your current billing period. The new plan features will be available immediately upon successful payment.

Downgrades: When you downgrade your subscription plan, the change will take effect at the start of your next billing period. No refunds or credits will be issued for the difference between plans during the current billing period.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We will update the "Last Modified and Effective" date at the top of this policy. We encourage you to review this policy periodically to stay informed about our refund practices.

Your continued use of our Services after any changes to this policy constitutes your acceptance of such changes.

12. Contact Information

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:

Email: [email protected]

Mailing Address:
Kibuks LLC
Losinjska 10B / 2. Floor
11050 Belgrade, Zvezdara
Serbia