A fair refund policy
Bad refund policies are infuriating. You feel like the company is just trying to rip you off. We never want our customers to feel that way, so our refund policy is simple: If you’re ever unhappy with our products* for any reason, just contact our support team at [email protected] and we’ll take care of you.
Examples of full refunds we would grant
- If you were just charged for your next month of service but you meant to cancel, we are happy to refund that extra charge.
- If you forgot to cancel your account a couple of months ago and you have not used it since then, we’ll give you a full refund for a few back months. No problem.
- If you tried one of our products for a couple of months and you just were not happy with it, you can have your money back.
Examples of partial refunds or credits we would grant
- If you forgot to cancel your account a year ago, and there’s been activity on your account since then, we’ll review your account usage and figure out a partial refund based on how many months you used it.
- If you upgraded your account a few months ago to a higher plan and kept using it in general but you didn’t end up using the extra features, projects, or storage space, we’d consider applying a prorated credit towards future months.
- If we had extended downtime (multiple hours in a day, or multiple days in a month) or you emailed customer service and it took multiple days to get back to you, we’d issue a partial credit to your account.
Cancellation policy
We want satisfied customers, not hostages. That is why we make it easy for you to cancel your account directly in all of our apps — no phone calls required, no questions asked.
Our legal responsibility is to account owners, which means we cannot cancel an account at the request of anyone else. If for whatever reason you no longer know who the account owner is, contact us at [email protected]. We will gladly reach out to any current account owners at the email addresses we have on file.
What happens when you cancel?
You will not be able to access your account once you cancel, so make sure you download everything you want to keep beforehand.
We will permanently delete your account data within 30 days from our servers and logs, and within 60 days from our backups. Retrieving data for a single account from a backup is not possible, so if you change your mind, you will need to do it within the first 30 days. Data cannot be recovered once it has been permanently deleted.
We will not bill you again once you cancel. We don’t automatically prorate any unused time you may have left but if you haven’t used your account in months or just started a new billing cycle, contact us at [email protected] for a fair refund. We will treat you right.
Fabled Sky Research-initiated cancellations
We may cancel accounts if they have been inactive for an extended period:
- For trial accounts: 30 days after a trial has expired without being upgraded
- For frozen accounts: 180 days after being frozen due to billing failures
- For free accounts: after 365 days of inactivity
We also retain the right to suspend or terminate accounts for any reason at any time, as outlined in our Terms of Service. In practice, this generally means we will cancel your account without notice if we have evidence that you are using our products to engage in abusive behavior.
Non-Payment of Invoices and Chargebacks
- Some of our services are billed after completion. This is typically the case for custom projects that require specifications for work to be completed. Work under this category will typically be billed via an invoice from Stripe, one of our payment processors, or a bank wire / ACH if the amount is over $5,000 USD.
- For any work billed via an invoice, you, as a client of Fabled Sky Research, are given a 15-day grace period to settle any outstanding invoices sent electronically to you from us.
- The 15-day grace period is provided both as a courtesy, and a means to establish an amicable relationship between Fabled Sky Research and its clients. While we prefer all invoices be paid upon receipt, we understand this is not always possible and provide the grace period as such.
- In the event payment for an outstanding invoice is not received by the date listed on the said invoice, we reserve the right to charge a 2% penalty on the original invoiced balance for every seven (7) day period following the due date listed on the invoice. E.g., If a $10,000 invoice is due on the 1st of the month and remains unpaid, the new balance becomes $10,200 on the 8th day—$ 10,400 on the 15th day, and so on. This penalty is issued to cover the additional overhead costs that result with payments not issued on time, E.g. factoring charges, payroll floats, interest payments on debt financing, etc.
- If an invoice remains unpaid twenty-eight (28) days following the due date listed, any and all work performed under that invoice can no longer be used by you and becomes the sole property of Fabled Sky Research. At our discretion, we may then use this work internally, license it for commercial use to another client, or offer it to the public via a CC BY-NC 4.0 license.
- Any Non-Disclosure Agreements (NDAs), Non-Compete Agreements, and any other contracts signed by us as it pertains to your company and the products and services you offer are void and nullified if a period of twenty-eight (28) days have passed in which we have not received payment for any outstanding balances listed on an invoice sent to you, based on the due date of the earliest unpaid invoice.
- In the event of a credit card chargeback or similar functional mechanism in which you revert payment of previously paid funds for our services, we treat such circumstances as an unpaid invoice, subject to all of the same terms listed in this section.