Refund Policy

1. Overview

This Refund Policy outlines the terms and conditions under which GrepVideos ("Company", "we", "our", "us") provides refunds for our video infrastructure services. We are committed to customer satisfaction and aim to resolve any concerns you may have.

2. Usage-Based Services

GrepVideos operates on a usage-based pricing model. This means you are billed for the actual services consumed (streaming, storage, bandwidth, etc.) during each billing period.

2.1 General Policy

Due to the nature of our usage-based services, fees for services already rendered are generally non-refundable. Once bandwidth, storage, or streaming services have been consumed, those charges cannot be reversed.

3. Eligible Refund Scenarios

We may provide refunds or credits in the following circumstances:

3.1 Service Outages

If we fail to meet our Service Level Agreement (SLA) commitments, you may be eligible for service credits as outlined in your SLA. Enterprise customers should refer to their specific SLA terms.

3.2 Billing Errors

If you believe there has been a billing error, please contact us within 30 days of the invoice date. We will review your account and issue appropriate corrections or refunds for verified billing errors.

3.3 Technical Issues

If technical issues on our end prevented you from using the services you paid for, we will evaluate the situation and may provide credits or refunds at our discretion.

3.4 Duplicate Charges

Any duplicate charges will be fully refunded upon verification.

4. Non-Refundable Items

The following are generally not eligible for refunds:

• Services already consumed (bandwidth, streaming minutes, storage used)
• Setup fees or one-time configuration charges
• Custom development or integration work
• Services terminated due to Terms of Service violations
• Unused portions of prepaid packages (unless otherwise stated)

5. Prepaid Credits and Packages

If you have purchased prepaid credits or packages:

• Unused credits may be refundable within 30 days of purchase, subject to a 10% processing fee
• Partially used packages are generally not refundable
• Credits do not expire unless otherwise specified
• Enterprise agreements may have different terms as specified in your contract

6. Cancellation Policy

6.1 Account Cancellation

You may cancel your account at any time. Upon cancellation:

• You remain responsible for any outstanding charges
• No refunds are provided for the current billing period
• Your data will be retained for 30 days before deletion
• You can request immediate data deletion if preferred

6.2 Downgrade Policy

If you downgrade your service tier, the new pricing will apply from the next billing cycle. No refunds are provided for the difference in the current billing period.

7. How to Request a Refund

To request a refund, please follow these steps:

1. Email us at billing@grepvideos.com
2. Include your account email and invoice number
3. Describe the reason for your refund request
4. Provide any relevant supporting documentation

We aim to respond to all refund requests within 5 business days.

8. Refund Processing

8.1 Approval

All refund requests are reviewed on a case-by-case basis. We reserve the right to approve or deny refund requests at our discretion.

8.2 Processing Time

Approved refunds are typically processed within 7-10 business days. The time for the refund to appear in your account depends on your payment method and financial institution.

8.3 Refund Method

Refunds are issued to the original payment method used for the purchase. In some cases, we may issue account credits instead of monetary refunds.

9. Enterprise Customers

Enterprise customers with custom agreements should refer to their specific contract terms regarding refunds and cancellations. The terms in your enterprise agreement supersede this general policy.

10. Chargebacks

We encourage you to contact us before initiating a chargeback with your payment provider. Chargebacks can result in:

• Immediate suspension of your account
• Additional fees being applied to your account
• Potential termination of your account

We are committed to resolving disputes directly and fairly.

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. We encourage you to review this policy periodically.

12. Contact Us

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