1. Overview
This Refund Policy explains how Improvifi, Inc. ("Improvifi," "we," "us") handles refunds and cancellations for subscriptions, setup fees, professional services, and add-ons purchased through our platform. This policy is incorporated into and forms part of our Terms of Service.
By purchasing or subscribing to any Improvifi product, you agree to the terms of this Refund Policy. We reserve the right to update it from time to time; any material changes will be communicated to active customers at least thirty (30) days before they take effect.
2. Subscription Fees
2.1 Monthly Subscriptions
Monthly subscription fees are billed in advance and are non-refundable once the billing period has begun. You may cancel at any time and your subscription will remain active through the end of the current billing period. You will not be charged again after cancellation.
2.2 Annual Subscriptions
Annual subscriptions purchased directly from Improvifi qualify for a prorated refund of unused months if you cancel within the first ninety (90) days of the annual term. After the initial 90-day window, annual fees are non-refundable but your subscription will remain active through the end of the paid term.
3. Setup, Onboarding & Implementation Fees
One-time setup, onboarding, and implementation fees are non-refundable once implementation work has begun, including but not limited to:
- Account provisioning and platform configuration.
- Lender network connection and credentialing.
- Custom integrations with your CRM, ERP, or proposal tools.
- Data migration, import, or template development.
- Live training sessions delivered by our team.
If your account is canceled before implementation work begins, the setup fee will be refunded in full.
4. Add-Ons & Professional Services
Optional add-ons (additional user seats, premium support, white-glove onboarding, co-branded marketing assets) are billed in advance and follow the same refund rules as the underlying subscription. Hourly professional-services engagements are billed in arrears and are not eligible for refund once the work has been delivered.
5. How To Request A Refund
To request a refund eligible under this policy, email billing@improvifi.com from the address on your account with the following information:
- Your account name and primary contact email.
- The invoice number or charge date for the purchase in question.
- The product or line item you would like refunded.
- A short note about why you're requesting the refund (helps us improve).
We aim to acknowledge every refund request within one business day and to issue approved refunds within seven (7) to ten (10) business days. Refunds are returned to the original payment method.
6. Disputed Charges & Chargebacks
If you believe a charge is incorrect, please contact us before initiating a chargeback with your bank or card network. The vast majority of billing questions are resolved within one business day. Chargebacks filed without first contacting us may result in the suspension or termination of your account pending resolution.
7. Free Trials & Promotional Credits
Free trials, promotional credits, and discounts have no cash value and are non-refundable. If you cancel during a free trial, you will not be charged. If you convert to a paid plan and then cancel, the standard subscription refund rules above apply.
8. Service Credits For Outages
We commit to 99.9% platform uptime measured monthly, excluding scheduled maintenance. If verified uptime falls below this threshold in a given month, eligible customers may request a service credit equal to the prorated value of the affected days. Service credits are applied to your next invoice and cannot be redeemed for cash.
9. Termination By Improvifi
If we terminate your account for cause (including violation of our Terms of Service, fraud, or abuse), no refund will be issued for the unused portion of the term. If we terminate your account without cause, you will receive a prorated refund of any prepaid fees for unused service.
10. Taxes
All refunds are issued for the original product or service amount. Sales tax, VAT, or other transaction taxes are refunded to the extent required by applicable law.
11. Contact Us
Questions about this Refund Policy? Contact our team or email billing@improvifi.com. We read every message.