Refund Policy

This Refund Policy explains the terms under which PropLead issues refunds for its subscription services and usage-based charges. By subscribing to PropLead, you acknowledge and agree to the refund terms described below. This policy should be read in conjunction with our Terms of Service.

1. Scope

This Refund Policy applies to all paid subscriptions and usage-based charges on the PropLead platform. PropLead's pricing model comprises three components, each with its own refund treatment:

• Platform Fee: The recurring subscription charge (monthly or annual) for access to the PropLead CRM platform. Refund eligibility depends on the billing cycle and circumstances as described in Section 2.
• Messaging Credits: Usage-based charges for WhatsApp messages, SMS messages, and emails sent through the platform. These charges are non-refundable as described in Section 3.
• AI Usage: Usage-based charges for AI-powered features such as lead qualification, smart responses, and content generation. These charges are non-refundable as described in Section 4.

2. Platform Fee Refunds

2.1 Monthly Subscriptions

Monthly platform subscription fees are generally non-refundable. When you subscribe to a monthly plan, you are paying for access to the platform for that billing month. If you cancel mid-month, your subscription will remain active until the end of the current billing period, and you will not be charged for the next month. No partial refund will be issued for the remaining days of the current month.

Exception — First-Time Subscribers: If you are a first-time paying subscriber (excluding free trial conversions) and are dissatisfied with the Service, you may request a full refund of your first monthly payment within seven (7) days of your initial subscription date. This one-time courtesy applies only to the platform fee, not to any usage-based charges incurred during the period.

2.2 Annual Subscriptions

Annual platform subscription fees may be eligible for a prorated refund under the following conditions:

• Within 30 days of purchase: If you cancel your annual subscription within thirty (30) days of the initial purchase or renewal, you are eligible for a prorated refund calculated as the annual fee minus the cost of the days used at the equivalent monthly rate. For example, if you used the Service for 15 days and the monthly rate is higher than one-twelfth of the annual rate, the refund will be calculated by deducting 15 days at the daily equivalent of the monthly rate from the annual fee paid.
• After 30 days: If you cancel your annual subscription more than thirty (30) days after purchase or renewal, no refund will be issued. Your subscription will remain active until the end of the annual billing period.

2.3 Plan Downgrades

If you downgrade from a higher-tier plan to a lower-tier plan during your billing cycle, no refund will be issued for the price difference. Instead, a prorated credit will be applied to your account and automatically used toward your future billing charges.

2.4 Plan Upgrades

If you upgrade to a higher-tier plan during your billing cycle, you will be charged the prorated difference for the remainder of the current billing period. Upgrade charges are non-refundable.

3. Messaging Credits

Messaging charges for WhatsApp messages, SMS messages, and emails are non-refundable. These charges are usage-based and reflect actual consumption of third-party messaging services (Meta WhatsApp Business API, Twilio, SendGrid) that incur costs upon delivery or attempted delivery.

• Charges are incurred when a message is sent (or delivery is attempted), regardless of whether the message is delivered, read, or responded to by the recipient.
• Failed deliveries due to invalid phone numbers, blocked contacts, or recipient-side issues are not eligible for refunds, as the messaging provider charges for the delivery attempt.
• If you believe you were incorrectly charged for messages you did not send (e.g., due to a platform bug or unauthorized account access), please contact us immediately. We will investigate and issue a credit or refund for any charges attributable to a confirmed platform error or security breach.

Pre-purchased messaging credit packs (if offered) are non-refundable once purchased. Unused credits from credit packs do not expire during your active subscription but are forfeited upon account termination.

4. AI Usage

Charges for AI-powered features are non-refundable. AI usage charges are consumption-based and reflect actual processing performed by underlying AI/LLM services (Google Gemini via Vertex AI) that incur costs upon each request.

• AI usage charges include lead qualification scoring, AI-generated response suggestions, conversation summaries, content generation, and other AI-assisted features.
• Charges are incurred when an AI request is processed, regardless of whether you accept, use, or act upon the AI-generated output.
• If AI features produce errors or fail to return results due to a confirmed platform issue, we will investigate and issue a credit for affected requests upon verification.

Pre-purchased AI credit packs (if offered) are non-refundable once purchased. Unused credits from credit packs do not expire during your active subscription but are forfeited upon account termination.

5. Free Trial

PropLead offers a free trial period of fourteen (14) days for new users. During the free trial:

• No payment is charged. Since there is no payment, no refund is applicable.
• If you do not subscribe to a paid plan before the trial expires, your account will be downgraded or suspended. No charges will be applied.
• If payment information was collected at the start of the trial and you are charged upon trial expiration, you may request a refund within seven (7) days of the charge if you did not intend to convert to a paid plan, provided you have not actively used the Service after the trial period ended.

We recommend setting a reminder before your trial expires if you are evaluating the Service and do not wish to be automatically enrolled in a paid plan.

6. How to Request a Refund

To request a refund, please contact our billing support team using one of the following methods:

• Email: Send your request to support@propleadcrm.com with the subject line "Refund Request."
• In-App Support: Use the support chat feature within your PropLead dashboard to initiate a refund request.

When submitting a refund request, please include the following information to help us process your request efficiently:

• The email address associated with your PropLead account.
• Your organization name (if applicable).
• The transaction ID or invoice number for the charge in question (available in the Billing section of your account).
• The date and amount of the charge.
• The reason for your refund request.
• Any supporting documentation or screenshots (if applicable).

Our billing team will acknowledge your refund request within two (2) business days and will review your request against the criteria outlined in this policy.

7. Processing Time

Once a refund is approved, the following processing timelines apply:

• Review Period: Refund requests are reviewed within five (5) business days of receipt. We may contact you for additional information during the review process.
• Refund Initiation: Approved refunds are initiated within three (3) business days of approval.
• Credit to Your Account: Depending on your payment method and financial institution, the refund may take an additional five (5) to ten (10) business days to appear in your account after initiation.
  • UPI and net banking refunds (via Razorpay): Typically 3-5 business days.
  • Credit/debit card refunds (via Razorpay): Typically 5-7 business days.
  • International refunds (via Paddle): Typically 5-10 business days, depending on your bank and country.

Total time from refund request to credit: approximately seven (7) to fifteen (15) business days. PropLead is not responsible for delays caused by your payment provider or financial institution.

8. Refund Method

All refunds are issued to the original payment method used for the transaction:

• If you paid via credit card, the refund will be credited to the same credit card.
• If you paid via debit card, the refund will be credited to the same debit card or linked bank account.
• If you paid via UPI, the refund will be credited to the same UPI-linked bank account.
• If you paid via net banking, the refund will be credited to the same bank account.
• For international payments processed through Paddle, the refund will be issued through Paddle to the original payment method.

PropLead does not issue refunds via cash, cheque, wire transfer, or any payment method other than the original method of payment. If the original payment method is no longer valid (e.g., expired card, closed bank account), please contact our support team to arrange an alternative refund method.

Account Credits: In some cases, instead of a monetary refund, PropLead may offer account credits that can be applied toward future subscription charges or usage fees. Account credits are offered at PropLead's discretion and with your agreement.

9. Exceptions

Refunds will not be issued in the following circumstances:

• Violation of Terms: If your account was suspended or terminated due to a violation of our Terms of Service, including the Acceptable Use Policy, no refund will be issued for any remaining subscription period or unused credits.
• Feature Dissatisfaction: Refunds are not available for dissatisfaction with specific features that are functioning as described in our documentation. We encourage you to use the free trial to evaluate the Service before subscribing.
• Third-Party Charges: PropLead is not responsible for refunding charges imposed by third-party services you have connected through BYOC (Bring Your Own Channel) or other integrations. Such charges are between you and the third-party provider.
• Price Changes: If you were notified of a price change and continued using the Service after the new pricing took effect, no refund will be issued for the difference between the old and new price.
• Duplicate Accounts: If you created multiple accounts to exploit free trials or promotional offers, no refund will be issued, and PropLead may terminate the duplicate accounts.
• Chargebacks: If you initiate a chargeback or payment dispute with your bank or payment provider without first contacting PropLead to resolve the issue, PropLead reserves the right to suspend your account pending resolution. If the chargeback is found to be unjustified, you may be required to repay the disputed amount before your account is reactivated.

9.1 Billing Errors

If you were charged incorrectly due to a billing system error (e.g., duplicate charge, incorrect amount), PropLead will issue a full refund of the erroneous charge within five (5) business days of confirmation. Billing errors should be reported to support@propleadcrm.com as soon as they are discovered.

9.2 Service Outages

If the Service experiences a continuous, unplanned outage exceeding seventy-two (72) hours that prevents you from using the platform, you may be eligible for a prorated credit or refund for the affected period. This does not apply to scheduled maintenance windows, third-party service outages, or circumstances outside PropLead's reasonable control.

10. Cancellation Policy

You may cancel your PropLead subscription at any time. Here is what happens when you cancel:

10.1 How to Cancel

• Navigate to the Billing section in your PropLead account settings and click "Cancel Subscription."
• Alternatively, contact our support team at support@propleadcrm.com to request cancellation.

10.2 Effect of Cancellation

• Access Until End of Period: Your subscription remains active until the end of your current billing period (monthly or annual). You will continue to have full access to the platform during this time.
• No Future Charges: You will not be charged for any subsequent billing periods after cancellation.
• Usage-Based Charges: Any messaging or AI usage charges incurred before the end of your billing period will still be billed as per normal.
• Data Retention: After your subscription expires, your data will be retained for thirty (30) days. During this period, you can reactivate your subscription and regain full access to your data. You may also request a data export during this period.
• Permanent Deletion: After the 30-day retention period, your Customer Data will be permanently deleted from our primary systems. Backups containing your data will be purged within ninety (90) days.

10.3 Reactivation

If you reactivate your subscription within the 30-day retention period, your account and data will be fully restored. If you reactivate after the retention period, you will start with a fresh account, and previously deleted data cannot be recovered.

10.4 Cancellation Timing

To avoid being charged for the next billing cycle, please ensure your cancellation is processed at least twenty-four (24) hours before your subscription renewal date. Cancellations processed after the renewal charge has been initiated will take effect at the end of the newly renewed billing period, and the renewal charge will not be refunded (except for annual plans within the 30-day refund window described in Section 2.2).

11. Contact for Refunds

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

We are committed to resolving billing and refund inquiries fairly and promptly. If you are unsatisfied with the outcome of your refund request, you may escalate the matter by emailing legal@propleadcrm.com with details of your request and the original support correspondence.