Cancellation & Refund Policy

This Cancellation & Refund Policy explains the terms and conditions regarding cancellations and refunds for Ongo Mobile ("Company", "we", "our", "us"). This policy applies to all subscription plans offered through our customer relationship management Service.

By subscribing to our Service, you acknowledge and agree to the terms outlined in this policy. Please read this policy carefully before making a purchase.

2.1 Free Plan

The Free Plan is provided at no cost and does not require payment. Since there is no charge for the Free Plan, no refunds are applicable. You may discontinue use of the Free Plan at any time without any cancellation process.

2.2 Pro Plan

The Pro Plan is a paid subscription service that is billed on either a monthly or annual basis, depending on the billing cycle you select. All charges are billed in advance at the beginning of each billing period.

Subscription fees are stated clearly on our pricing page at the time of purchase and are subject to change with advance notice as outlined in our Terms of Service.

3.1 General No-Refund Policy

All subscription fees for the Pro Plan are non-refundable. Once a payment has been processed for a billing cycle, we do not provide refunds or credits for:

• Partial months or years of service
• Unused time remaining on your subscription when you cancel
• Pro Plan features that you did not use during your subscription period
• Account downgrades from Pro to Free Plan
• Changes in your business needs or circumstances

3.2 Exceptions to No-Refund Policy

While our general policy is that all payments are non-refundable, we may provide refunds in the following circumstances:

• Billing Errors: If we erroneously charge your payment method or charge you an incorrect amount, we will refund the erroneous charge upon verification
• Duplicate Charges: If you are charged multiple times for the same billing period due to a technical error, we will refund the duplicate charges
• Service Unavailability: If the Service is unavailable for an extended period (more than 72 consecutive hours) due to issues on our end, you may be eligible for a prorated credit or refund at our discretion
• Legal Requirements: Where required by applicable law in your jurisdiction

3.3 Requesting a Refund

If you believe you are eligible for a refund under the exceptions listed above, please contact us at customer-support@ongomobile.com within 30 days of the charge. Your refund request must include:

• Your account email address
• The date and amount of the charge in question
• A detailed explanation of why you believe you are eligible for a refund
• Any supporting documentation (e.g., screenshots of errors, duplicate charge receipts)

We will review your request and respond within 5-10 business days. If approved, refunds will be processed to the original payment method within 10-15 business days.

4.1 How to Cancel Your Subscription

You may cancel your Pro Plan subscription at any time. To cancel, you can:

• Log into your account and navigate to the subscription settings to cancel
• Contact our support team at customer-support@ongomobile.com to request cancellation

Cancellations are effective at the end of your current billing period. There is no cancellation fee.

4.2 What Happens When You Cancel

When you cancel your Pro Plan subscription:

• You will retain full access to Pro Plan features until the end of your current paid billing period
• You will not be charged for any subsequent billing periods
• At the end of your current billing period, your account will automatically downgrade to the Free Plan
• Your account will be subject to Free Plan limitations (maximum 15 customers, 3 technicians, 1 route, limited export capabilities)
• If your account exceeds Free Plan limits at the time of downgrade, you may need to remove data to comply with Free Plan restrictions before continuing to use the Service

4.3 Immediate Cancellation

If you wish to cancel your subscription and stop using the Service immediately, you may do so. However, you will not receive a refund for the unused portion of your billing period, except as outlined in Section 3.2.

5.1 Deleting Your Account

If you wish to completely delete your account and all associated data, you can do so through your account settings or by contacting us at customer-support@ongomobile.com.

Important: Account deletion is permanent and irreversible. Once your account is deleted:

• All your customer data, technician information, routes, and notes will be permanently deleted
• You will lose access to all data immediately
• This action cannot be undone
• No refunds will be provided for any remaining subscription time

5.2 Data Export Before Deletion

We strongly recommend exporting your data before deleting your account. You can export your customer data, routes, and other information through the export features available in your account. This ensures you have a backup of your important business information.

5.3 Data Retention After Deletion

After account deletion, we will remove your data from our active systems within a reasonable timeframe. However, some data may persist in backups for up to 90 days. We may also retain certain information as required by law or for legitimate business purposes (e.g., transaction records, tax documentation).

6.1 Payment Failures

If payment for your Pro Plan subscription fails:

• We will attempt to process payment multiple times over a period of several days
• We will notify you via email of the payment failure
• If payment cannot be processed after multiple attempts, your subscription will be cancelled and your account will be downgraded to the Free Plan
• No refunds will be issued for partial billing periods

6.2 Terms of Service Violations

We reserve the right to suspend or terminate your account if you violate our Terms of Service. In cases of termination for violations:

• Your subscription will be immediately cancelled
• No refunds will be provided for any remaining subscription time
• You may lose access to your data depending on the severity of the violation

6.3 Service Discontinuation

In the unlikely event that we decide to discontinue the Service entirely, we will:

• Provide at least 90 days' advance notice
• Provide a prorated refund for any remaining subscription time after the Service termination date
• Offer options for you to export your data before the Service is discontinued

7.1 Upgrading from Free to Pro

You may upgrade from the Free Plan to the Pro Plan at any time. When you upgrade:

• You will be charged the full Pro Plan subscription fee immediately
• Your billing cycle will begin on the date of upgrade
• You will have immediate access to all Pro Plan features

7.2 Downgrading from Pro to Free

If you choose to downgrade from Pro to Free, this is effectively a cancellation of your Pro subscription. The downgrade will take effect at the end of your current billing period, and no refunds will be provided for the remaining time on your Pro Plan.

7.3 Changing Billing Cycles

If you wish to change from monthly to annual billing (or vice versa):

• The change will take effect at the end of your current billing cycle
• No prorated refunds or credits will be provided
• You will be charged the new billing cycle amount when it begins

We reserve the right to modify our subscription pricing. If we change the price of the Pro Plan:

• We will provide at least 30 days' advance notice via email
• The new pricing will take effect at the start of your next billing cycle
• Your current billing cycle will not be affected
• You may cancel your subscription before the new pricing takes effect to avoid the price increase
• If you cancel due to a price increase, no refund will be provided for your current billing period

9.1 Payment Disputes

If you have concerns about a charge, please contact us directly at customer-support@ongomobile.com before initiating a chargeback with your payment provider. We are committed to resolving billing issues fairly and promptly.

9.2 Chargeback Consequences

If you initiate a chargeback without first contacting us:

• Your account may be immediately suspended or terminated
• You may lose access to all your data
• If the chargeback is found to be invalid or fraudulent, we may pursue recovery of the amount plus any chargeback fees and administrative costs
• Future access to our Service may be restricted

9.3 Legitimate Chargebacks

If you have initiated a legitimate chargeback (e.g., due to unauthorized charges or billing errors), we will work with you and your payment provider to resolve the issue. Please provide us with any information that may help us investigate the matter.

If you have any questions about this Cancellation & Refund Policy, billing issues, or need assistance with cancelling your subscription, please contact us:

• By email: customer-support@ongomobile.com

Our support team is here to help you with any concerns or questions regarding your subscription, cancellation, or refund requests.

We may update this Cancellation & Refund Policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Last updated" date at the top.

Changes to this policy will not affect refund or cancellation terms for subscriptions purchased before the policy change, unless required by law.

We encourage you to review this policy periodically. Your continued use of the Service after changes are posted constitutes your acceptance of the updated policy.