Refund and Dispute Policy

Scope

This Refund & Dispute Policy governs requests for reimbursement of subscription fees paid directly to Parfect Performance for access to the Service. This Policy does not apply to payments processed by third-party resellers, integration partners, or marketplace platforms; in such cases, the applicable reseller or platform policies shall apply.

Refund eligibility and procedure

1. Timeframe: A Subscriber who wishes to request a refund must submit a written request to support@parfectperformance.com within fourteen (14) calendar days of the date of the original purchase. This 14-day commercial refund window is offered by Parfect Performance. Where applicable law (for example mandatory consumer protection laws in a User’s jurisdiction) provides a different statutory right of withdrawal (such as the 14-day EU distance-sale right), that statutory right remains separately available to the consumer.
2. Relief: If a refund request is received within the 14-day period and is approved after review, Parfect Performance may, in its sole discretion, issue a refund equal to ninety percent (90%) of the subscription fee paid for the affected subscription period. A ten percent (10%) administrative and processing fee shall be retained and will not be refunded unless otherwise required by applicable law.
3. Documentation: All refund requests must include proof of purchase (for example, a transaction receipt or invoice), the account email, and sufficient information to allow Parfect Performance to identify the associated subscription. Failure to provide such documentation may delay or result in denial of a refund.
4. Processing: Approved refunds will be processed to the original payment method used for purchase within a commercially reasonable time, typically within thirty (30) days after approval, depending on the payment processor and banking rails. Parfect Performance is not responsible for delays caused by banks or payment processors.
5. Taxes and fees: Refunds will be net of any taxes, duties, chargeback fees, or non-refundable processing fees that were retained or assessed at the time of the original transaction, to the extent permitted by applicable law.
6. Late requests: Refund requests submitted after the 14-day eligibility period will be denied, and subscriptions will be treated as non-refundable for the relevant term, except as otherwise required by applicable consumer protection laws.

Dispute escalation

If a refund or billing dispute cannot be resolved through initial Customer Service channels within thirty (30) days of submission, the Subscriber may escalate the matter by providing a written escalation request to the same Customer Service email. If the matter remains unresolved, the Subscriber may seek redress through applicable consumer protection authorities (for example, the Polish Consumer Ombudsman, or a consumer protection authority in the User’s jurisdiction) or via the European Commission’s Online Dispute Resolution (ODR) platform, available at https://ec.europa.eu/consumers/odr .

Fraud and abuse

Parfect Performance reserves the right to refuse refunds where fraud, abuse, manipulation of the refund process, or other improper behavior is suspected. Any attempt to secure a refund through materially false or misleading statements may result in account termination and may be referred to law enforcement.