Refund Policy

2.1 Free Trial

We offer a free trial period for new users to evaluate our Services. During the trial:

• No payment is required until the trial period ends
• You may cancel at any time during the trial without any charges
• If you do not cancel before the trial ends, your subscription will automatically convert to a paid plan
• We will notify you before any charges are applied

2.2 Monthly Subscriptions

Monthly subscriptions are billed on a recurring monthly basis:

• Refund Window: Eligible for a full refund within 14 days of the initial subscription or any renewal
• After 14 Days: Generally non-refundable; however, we may consider refund requests on a case-by-case basis for exceptional circumstances
• Cancellation: You may cancel at any time, and your access will continue until the end of the current billing period

2.3 Annual Subscriptions

Annual subscriptions are billed once per year at a discounted rate:

• Refund Window: Eligible for a full refund within 30 days of the initial subscription or renewal
• Prorated Refunds: After the 30-day period, prorated refunds may be available for the unused portion of the subscription at our discretion
• Cancellation: You may cancel at any time, and your access will continue until the end of the annual billing period

2.4 Enterprise Plans

Enterprise customers with custom agreements should refer to their specific contract terms regarding refunds and cancellations. If no specific terms are outlined, this policy applies.

3.1 Eligible Refund Scenarios

You may be eligible for a refund in the following circumstances:

• Service Unavailability: If our Services are materially unavailable for more than 72 consecutive hours due to issues within our control
• Technical Issues: If persistent technical issues prevent you from using core features, and our support team is unable to resolve them within a reasonable timeframe
• Billing Errors: If you were charged incorrectly due to a billing system error
• Duplicate Charges: If you were charged multiple times for the same subscription period
• Unauthorized Charges: If charges were made without your authorization (subject to verification)
• Within Refund Window: If you request a refund within the applicable refund window for your subscription type

3.2 Non-Refundable Scenarios

Refunds will generally not be provided in the following circumstances:

• Change of Mind: Requests made after the refund window has expired without extenuating circumstances
• Partial Month Usage: For any partial month of service already rendered (outside the refund window)
• Third-Party Issues: Service interruptions caused by third-party platforms (WhatsApp, Meta, payment processors) beyond our control
• Account Suspension: If your account was suspended or terminated due to violation of our Terms of Service or Acceptable Use Policy
• Feature Changes: Modifications to features that do not materially affect the core functionality of the Services
• Non-Usage: Failure to use the Services does not constitute grounds for a refund
• Add-on Services: One-time purchases, setup fees, or additional services unless otherwise specified

5.1 Submitting a Request

To request a refund, please follow these steps:

1. Email our billing team at billing@yallacrm.com
2. Include your account email address and company name
3. Provide your subscription details (plan type, billing date)
4. Clearly state the reason for your refund request
5. Include any relevant documentation or screenshots supporting your request

5.2 Required Information

Your refund request should include:

• Account holder's full name
• Email address associated with the account
• Company or organization name
• Date of purchase or most recent charge
• Amount paid
• Detailed reason for the refund request
• Any relevant transaction IDs or invoice numbers

5.3 Processing Timeline

Our refund process timeline:

• Acknowledgment: We will acknowledge your request within 2 business days
• Review: Refund requests are typically reviewed within 5-7 business days
• Decision: You will receive a decision via email with an explanation
• Processing: Approved refunds are processed within 5-10 business days
• Bank Processing: Depending on your payment method and financial institution, it may take an additional 5-10 business days for the refund to appear in your account

7.1 Refund Currency

Refunds are processed in the same currency as the original transaction. Exchange rate fluctuations between the time of purchase and refund may result in a different amount in your local currency.

7.2 Transaction Fees

In most cases, we absorb any payment processing fees associated with refunds. However, in cases of refund abuse or requests outside our standard policy, we may deduct transaction fees from the refund amount.

7.3 Taxes

Any applicable taxes (including UAE VAT) that were charged at the time of purchase will also be refunded proportionally.

8.1 Cancellation

Cancelling your subscription stops future billing. Your access to the Services will continue until the end of your current billing period. No refund is automatically issued upon cancellation unless you are within the refund window or meet other eligibility criteria.

8.2 How to Cancel

You can cancel your subscription by:

• Accessing your account settings and selecting "Cancel Subscription"
• Contacting our support team at support@yallacrm.com
• Emailing billing@yallacrm.com with your cancellation request

10.1 Dispute Resolution

If you disagree with a refund decision, please contact us at billing@yallacrm.com to discuss your concerns. We will review your case and attempt to reach a fair resolution.

10.2 Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or credit card company. Chargebacks incur significant fees and may result in account suspension. If you have a legitimate concern, we are committed to resolving it promptly and fairly.

11.1 Promotional Pricing

Subscriptions purchased at promotional or discounted rates are subject to the same refund policy. Refunds will be based on the actual amount paid, not the standard retail price.

11.2 Upgrades and Downgrades

If you upgrade your subscription, the refund window applies from the date of the upgrade for the difference in price. Downgrading your plan does not entitle you to a refund; the lower rate will apply from your next billing cycle.

11.3 Force Majeure

In cases of force majeure events (natural disasters, war, government actions, pandemics, etc.) that significantly impact our ability to provide Services, we will work with affected customers on a case-by-case basis to provide appropriate remedies, which may include extended service credits or prorated refunds.