Refund Policy

This policy is maintained in English; the English text is the working version published on nudgepath.io.

A capitalised word that this Refund Policy does not define carries the meaning it has in the Terms & Conditions. Everything below holds unless a separate, written enterprise agreement expressly sets its own refund rules.

1. How do you ask for a refund?

Use the contact form on the Website, or email support@nudgepath.io. Tell us the account email, the organisation name, the invoice or payment details, when the charge landed, why you are asking, and anything else that supports the request. If verifying or investigating calls for more detail, we may reasonably ask for it.

2. What about the free trial?

The trial period itself costs nothing — no subscription fee is taken while it runs. With no money collected, there is nothing to give back, unless a paid conversion or paid renewal has already happened. How long the trial lasts, what usage it caps, and who qualifies are decisions we make, and we can change or withdraw them at any time.

3. When can you get a refund on a monthly plan?

On a monthly plan, the latest monthly charge can be refunded in full when every one of these conditions holds:

• you ask within seven (7) calendar days of the moment the latest monthly payment was taken;
• the request concerns only the most recently paid monthly period;
• after that charge, the account’s use of the paid Services stayed within ordinary trial-style evaluation — nothing pointing to substantive consumption of what the paid plan offers; and
• nothing suggests abuse — no pattern of short bursts of usage followed by refund requests, and no breach of the Terms & Conditions.

3.1 What counts as material use?

A few illustrations of “material use” for this policy: live customer conversations processed on an ongoing basis, production automations rolled out, knowledge sources ingested at scale, paid integrations leaned on heavily, or any comparably substantial use of paid-only capability after the charge went through. We weigh this reasonably and in good faith, looking at the account’s activity and the situation you describe.

3.2 What if the fault was on our side?

Suppose a verified technical failure of ours materially blocked access to the Services, or demonstrably caused damage, during the period in question. Then we look at the case on its own merits and may grant a refund, a credit, or another remedy even where the standard conditions above are not all satisfied. Whatever mandatory law entitles you to stays untouched either way.

4. When can you get a refund on an annual plan?

Where annual plans are offered and you have bought one, the unused part of the year can be partially refunded under these rules:

• the request arrives within one hundred eighty (180) days of the date the original annual payment was made;
• only the unused remainder of the current annual term is refundable;
• that remainder is counted in whole months, rounding upward to the next full month not yet used — in your favour;
• discounts, promotional pricing, one-off implementation or onboarding fees, professional services, taxes attributable to the portion already used, and third-party costs already incurred sit outside the refund, unless the law says otherwise;
• bought the plan via a reseller, a marketplace, or a payment intermediary? Their own refund procedure may apply on top of ours.

4.1 How is the amount worked out?

Once a partial annual refund is approved, the sum is what you paid for the annual plan minus the value of the portion already used — with discounts left out of the refundable value unless the law requires them in. Credits and refunds already issued for that same annual period come off the total as well.

5. What if you are on an enterprise contract?

Buying through an individually negotiated enterprise agreement, an order form, a master services agreement, or a reseller contract? Whatever that written document says about refunds, credits, cancellation, and termination overrides this Refund Policy wherever the two diverge.

6. How does the money come back?

Normally the same way it came in: an approved refund goes to the original payment method, in the currency you were billed in, where reasonably possible. When that route is closed, we pick a reasonable alternative method — or a currency equivalent at the exchange rate on the refund date.

Bank fees, card-network charges, currency-conversion effects, intermediary commissions, and similar costs that your payment provider or bank levies while handling a refund are not ours to bear.

7. What is never refunded?

• amounts covering periods you have already used — unless mandatory law insists otherwise;
• onboarding, professional services, implementation, training, consulting, and other one-off service fees, absent an express written statement to the contrary;
• charges for third-party products and services bought separately from us, or through marketplaces, integrations, or resellers;
• duties, taxes, and regulatory charges, to the extent the relevant authority will not give them back to us;
• sums tied up in a chargeback, a fraud investigation, a sanctions-screening question, or another payment dispute — until that matter is settled.

8. Can a refund request be refused?

Yes — where we reasonably conclude the request is abusive, fraudulent, repetitive, out of line with this Refund Policy, or tied to a breach of the Terms & Conditions. And unless the law requires more, or we expressly approve more in writing, an account gets at most one goodwill refund for substantially similar circumstances.

9. Thinking about a chargeback? Talk to us first

Before you open a dispute with your bank or payment provider, give us the chance to review the matter. A chargeback raised in bad faith, or against this Refund Policy, can cost you access — suspension or termination of the Services — and, so far as the law permits, we recover the reasonable costs it causes us.

10. Can this policy change?

It can. New versions go up on the Website and govern purchases made from their stated effective date onwards — unless mandatory law dictates a different approach.

11. How do you reach us?

Questions about refunds, or about this policy? KeepFlow L.L.C-FZ answers at support@nudgepath.io — or by post at Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.