Refund Policy for Carvetka

Effective Date: October 10, 2024
Last Updated: October 10, 2024

1. Overview

This Refund Policy explains the circumstances under which DEFIANT LLC ("Carvetka," "we," "us," or "our") may issue refunds for subscription fees paid for our vehicle maintenance tracking service at carvetka.com and through our mobile applications.

This Refund Policy is part of our Terms of Service and should be read together with our Privacy Policy.

2. Our Subscription Plans

Carvetka offers three subscription tiers:

Free Plan

• $0/month - No payment required, no refunds applicable

Premium Plan ("Pro")

• $8.99/month (billed monthly)
• $89/year (billed annually, saves 17%)

Family Plan

• $12.99/month (billed monthly)
• $129/year (billed annually, saves 17%)

3. 30-Day Money-Back Guarantee

3.1 New Subscribers

Eligibility:

• Must be your first paid subscription to Carvetka
• Request must be made within 30 days of your initial payment
• Applies to both monthly and annual subscriptions
• One guarantee per customer/household

What you get back:

• 100% refund of your initial subscription payment
• No questions asked
• Processed within 7-10 business days

How to request:

• Email support@carvetka.com with "Refund Request" in subject line
• Include your account email address
• Briefly state reason (optional but helps us improve)
• We'll process and confirm via email

4. 14-Day Free Trial

4.1 Trial Period

All new Premium and Family subscribers receive a 14-day free trial.

During the trial:

• Full access to all Premium/Family features
• No charges to your payment method
• Cancel anytime with zero charges

After trial ends:

• Automatic billing begins
• You'll receive email notification 3 days before trial ends
• 30-day money-back guarantee begins from first charge

5. No Refunds Policy (After 30 Days)

5.1 Standard Policy

After the 30-day money-back guarantee period, all subscription fees are non-refundable.

This is standard for SaaS services because:

• Ongoing Service Delivery: You have continuous access to the service throughout your billing period
• Digital Nature: Unlike physical products, digital services cannot be "returned"
• Prorated Access: When you cancel, you retain access until the end of your billing period

5.2 Exceptions

We may issue refunds beyond 30 days in these exceptional circumstances:

Technical Failures:

• Prolonged service outage (multiple days) preventing access
• Critical bugs making the service unusable
• Data loss due to our system failures (not user error)

Billing Errors:

• Duplicate charges due to system errors
• Charges after proper cancellation was completed
• Incorrect subscription tier charged

Extenuating Circumstances:

• Serious illness or emergency situations
• Death of account holder (family may request refund)
• Evaluated on a case-by-case basis at our sole discretion

6. Cancellation Policy

6.1 How to Cancel

Cancel anytime through:

• Account Settings: Log in → Settings → Subscription → Cancel Subscription
• Email Request: support@carvetka.com with "Cancel Subscription" in subject

6.2 What Happens When You Cancel

Immediately:

• Auto-renewal is turned off
• No future charges will occur
• You receive confirmation email

Until period ends:

• Full access to Premium/Family features continues
• All your data remains accessible
• You can change your mind and reactivate

After period ends:

• Account automatically downgrades to Free plan
• Premium/Family features become unavailable
• Your data remains safe (vehicles, records, documents)

7. Payment Disputes and Chargebacks

7.1 Contact Us First

Contact:

• Email: billing@carvetka.com or support@carvetka.com
• Response time: Within 24-48 hours
• We're committed to fair resolution

7.2 Chargeback Policy

If you file a chargeback without contacting us first:

• Your account is suspended pending investigation
• Access to all features and data is temporarily disabled
• If chargeback is unjustified, account may be permanently terminated

8. How to Request a Refund

8.1 Eligible Refund Requests

For eligible refunds (within 30-day guarantee):

Step 1: Email support@carvetka.com or billing@carvetka.com

• Subject line: "Refund Request - [Your Account Email]"

Step 2: Include the following information:

• Your account email address
• Subscription plan (Premium or Family)
• Date of initial payment
• Reason for refund (optional but appreciated)

Step 3: We'll respond within 48 hours with:

• Confirmation of eligibility
• Refund amount and timeline
• Any additional information needed

Step 4: Refund processed

• Issued to original payment method
• Confirmation email sent
• 7-10 business days to appear (depends on your bank)

9. Refund Processing Time

9.1 Our Processing Time

• We initiate refunds within 2-3 business days
• You receive email confirmation when processed
• Reference number provided for tracking

9.2 Bank Processing Time

• Credit cards: 5-10 business days
• Debit cards: 5-10 business days
• Digital wallets: 3-7 business days

10. Questions and Support

For refund-related questions:

11. Fair Use Commitment