Policies & Terms

Last Updated: November 1, 2025

Refund and Dispute Policy

Refund Eligibility

At GraceVida, we stand behind the quality of our products and services. We offer refunds under the following circumstances:

• 30-Day Money-Back Guarantee: New customers can request a full refund within 30 days of their initial subscription purchase if they are not satisfied with our service.
• Service Outages: If our service experiences significant downtime (more than 24 consecutive hours) not caused by scheduled maintenance or factors outside our control, you may be eligible for a prorated refund.
• Billing Errors: Any charges made in error will be refunded in full immediately upon verification.
• Duplicate Charges: Duplicate charges will be refunded within 5-7 business days of notification.

Non-Refundable Items

The following are not eligible for refunds:

• Services used for more than 30 days
• Custom development work that has been completed or substantially started
• Setup fees and onboarding charges after services have been rendered
• Add-on services or upgrades after they have been utilized

Refund Process

1. Request Submission: Submit a refund request to [email protected] with your account details and reason for the request.
2. Review Period: We will review your request within 3-5 business days.
3. Approval Notification: You will receive an email notification regarding the approval or denial of your refund request.
4. Processing Time: Approved refunds will be processed within 7-10 business days and will appear on your original payment method within 5-7 business days thereafter.

Dispute Resolution

If you have a dispute regarding charges or services:

1. Contact Customer Service: First, contact our customer service team at [email protected] to resolve the issue informally.
2. Formal Dispute: If the issue cannot be resolved, submit a formal dispute in writing to [email protected].
3. Investigation: We will investigate the dispute and respond within 15 business days with our findings and proposed resolution.
4. Escalation: If you are not satisfied with our resolution, you may escalate to arbitration as outlined in our Terms of Service.

Cancellation Policy

How to Cancel

You can cancel your GraceVida subscription at any time through:

• Account Dashboard: Log in to your account and navigate to Settings → Subscription → Cancel Subscription
• Email Request: Send a cancellation request to [email protected] with your account details
• Customer Support: Contact our support team via phone or live chat during business hours

Cancellation Terms

• Effective Date: Cancellations take effect at the end of your current billing period. You will continue to have access to all features until that date.
• No Partial Refunds: Cancellations do not result in partial refunds for the unused portion of the billing period, except where required by law.
• Data Access: After cancellation, you will have 30 days to export your data. After this period, your data may be permanently deleted.
• Reactivation: You may reactivate your account within 90 days of cancellation without losing your historical data.

Immediate Cancellation

If you choose immediate cancellation:

• Your access will be terminated immediately
• No refund will be provided for the remaining billing period
• You will still have 30 days to request a data export

Cancellation by GraceVida

We reserve the right to suspend or cancel your account for:

• Violation of our Terms of Service
• Fraudulent activity or payment disputes
• Abusive behavior toward our staff
• Non-payment after grace period expiration
• Illegal use of our services

Data Residency

While our services are cloud-based and data may be processed globally, customers may request specific data residency options for compliance with local laws. Contact our enterprise team for data localization requirements.

Terms and Conditions of Promotions

General Promotional Terms

All promotions, discounts, and special offers from GraceVida are subject to the following terms:

• Eligibility: Promotions may be limited to new customers, specific plans, or targeted user segments
• Non-Transferable: Promotional codes and offers cannot be transferred, sold, or exchanged for cash
• One Use Per Customer: Unless otherwise stated, promotional codes are limited to one use per customer or account
• Cannot Be Combined: Promotional offers cannot be combined with other discounts or promotions unless explicitly stated
• Expiration: All promotions have an expiration date and cannot be used after that date

Free Trial Terms

Our free trial promotions include:

• Duration: Free trials typically last 14-30 days, as specified in the offer
• Credit Card Required: A valid payment method must be provided to start a free trial
• Auto-Renewal: Trials automatically convert to paid subscriptions unless cancelled before the trial period ends
• One Trial Per Customer: Free trials are limited to one per customer per product
• Feature Access: Trial accounts have access to all features unless otherwise specified

Discount Codes

Discount code terms:

• Validity Period: Discount codes are valid only during the specified promotional period
• Minimum Requirements: Some codes may require minimum purchase amounts or specific plan selections
• Renewal Pricing: Discounts may apply only to the first billing period; renewal pricing will be at standard rates unless otherwise stated
• Revocation: We reserve the right to revoke codes that are found to be used fraudulently or in violation of terms

Referral Program

If you participate in our referral program:

• Referral Credits: Referral credits are applied to your account and can be used toward subscription fees
• Qualifying Referrals: Referred customers must be new users who complete payment for a qualifying plan
• Credit Expiration: Referral credits expire 12 months from the date of issuance
• Non-Transferable: Credits cannot be transferred to another account or redeemed for cash
• Fraud Prevention: Self-referrals and fraudulent referrals will result in forfeiture of credits and potential account suspension

Seasonal and Limited-Time Offers

• Availability: Seasonal offers (e.g., Black Friday, New Year) are available for a limited time only
• Plan Restrictions: Some offers may be limited to specific subscription plans or tiers
• Upgrade/Downgrade: Promotional pricing may not apply if you change plans during the promotional period
• Terms Modification: We reserve the right to modify or cancel promotions at any time without prior notice

Questions or Concerns

If you have any questions about these policies or need clarification on any terms, please contact us:

• Email: [email protected]
• Customer Support: [email protected]

These policies are subject to change. We will notify users of any material changes via email or through our website. Continued use of our services after changes constitutes acceptance of the updated policies.