This Refund Policy explains when payments may be refunded, credited, or declined. It applies to subscriptions, one-time credit purchases, and other direct charges processed for PrimoDato.
1. Subscription Fees
Subscription fees are generally charged in advance for the selected billing term. Unless required by applicable law or stated in a signed order form, subscription fees are non-refundable once the billing period has started.
2. Top-Up Credits
Purchased top-up credits are generally non-refundable after delivery because they are made available immediately for reveal, export, and workflow use. Credits granted in error may be adjusted or revoked.
3. Accidental Renewals
If you believe a renewal happened by mistake, contact us promptly. We review accidental renewal requests case by case, taking into account account activity, credit consumption, and the timing of the request after the renewal date.
4. Service Issues
If a verified platform issue materially prevented access to paid services, we may offer a credit, service extension, or partial refund at our discretion, subject to investigation and applicable law.
5. Chargebacks and Billing Disputes
Before initiating a chargeback, contact PrimoDato billing support so we can review the issue. Unauthorized or abusive chargebacks may result in account suspension while the dispute is investigated.
6. Requesting a Refund Review
To request a refund review, email billing@primodato.com with your account email, invoice reference, charge date, and a short explanation of the issue.