Refund Policy

1. Overview

At Indigo e-Sign, we strive to provide a reliable and high-quality electronic signature platform. We understand that there may be circumstances where you need to request a refund for a paid subscription (Basic or Pro plan). This Refund Policy outlines the conditions, process, and limitations for refund requests.

2. Eligibility for Refunds

You may be eligible for a refund if:

• You are on a paid subscription — Refunds apply only to the Basic plan and Pro Plan. The Free plan has no charges and is not eligible for refunds.
• You have experienced a service issue — Such as extended platform downtime, a billing error, or a technical problem that prevented you from using the service as expected.
• You request within the billing period — Refund requests should be submitted within the current or most recent billing cycle.
• Duplicate or incorrect charges — If you were charged more than once or billed for a plan you did not subscribe to.

2.1 Non-Refundable Situations

Refunds will not be issued in the following cases:

• You have fully utilized your plan's document quota for the billing period
• The Free plan — there are no charges to refund
• Dissatisfaction with features that are clearly described on our pricing page prior to purchase
• Violation of our Terms of Service resulting in account suspension or termination
• Requests submitted more than 30 days after the billing date in question

3. Refund Calculation — Usage-Based Adjustment

Refunds are not issued in full. The refund amount is calculated based on your actual usage during the billing period. This ensures fairness for both you and our platform.

3.1 How Usage Is Calculated

Your usage is determined by the following factors:

• Documents created: The number of documents you uploaded and sent for signing during the billing period
• Storage consumed: The amount of storage space used for documents and signed files
• AI document reviews used: The number of AI-powered document reviews consumed
• Days elapsed: The number of days the subscription was active during the billing period

3.2 Refund Formula

4. How to Request a Refund

To request a refund, follow these steps:

1. Log in to your account and navigate to the Support section.
2. Submit a refund request through our support ticket system, selecting "Refund Request" as the category.
3. Provide details including:
   • Your registered email address
   • The subscription plan and billing period in question
   • The reason for your refund request
   • Any supporting information (e.g., screenshots of billing errors)
4. Wait for review — The Indigo e-Sign team will review your request and respond within 5–7 business days.

5. Refund Review Process

All refund requests go through a manual review process:

1. Request Received: You will receive an email confirmation that your refund request has been received.
2. Usage Review: The Indigo e-Sign team reviews your account usage for the billing period, including documents created, storage used, AI reviews consumed, and subscription days elapsed.
3. Decision: Based on the review, we determine the adjusted refund amount. You will be notified of the decision via email.
4. Refund Processing: If approved, the refund is processed manually to your original payment method. Please allow 5–10 business days for the refund to appear on your statement.

6. Subscription Cancellations

If you cancel your subscription, please note the following:

• Access continues until the end of the billing period: After cancellation, you will retain access to your paid plan features until the current billing cycle ends.
• Downgrade to Free: Once the billing period ends, your account will automatically revert to the Free plan with its corresponding limits (5 documents/month, 100 MB storage, 1 external participant per document).
• Cancellation alone does not trigger a refund: You must separately submit a refund request if you wish to receive a partial refund for the unused portion of your billing period.

6.1 Document Access After Refund

• If your refund is approved and you downgrade to the Free Plan, you will retain access to documents within the Free Plan limits (5 documents per month and 100 MB of storage).
• If your document storage exceeds the Free Plan limits, you will have read-only access to your documents until you either delete excess documents or upgrade your plan again.
• Documents will be retained in accordance with our Data Retention Policy. Refunds do not trigger automatic document deletion.

7. Quarterly Subscription Refunds

If you are on a quarterly billing cycle, refund calculations take into account the discounted quarterly rate and the number of months used:

• Basic Quarterly: $45/quarter ($15/month effective rate)
• Pro Quarterly: $117/quarter ($39/month effective rate)

The refund for quarterly subscriptions is calculated by subtracting the cost of the months you have already used (at the monthly rate) from the total amount paid. For example, if you paid $117 for a Pro quarterly plan and used it for 2 months, the usage cost would be 2 × $49 = $98 (charged at the standard monthly rate, not the discounted quarterly rate), and the maximum refund would be $117 − $98 = $19, subject to further adjustment based on actual usage.

8. Chargebacks and Payment Disputes

We encourage you to contact us directly before initiating a chargeback with your bank or credit card provider so we can attempt to resolve the issue promptly.

8.1 Important Notice

Filing a chargeback without first contacting Indigo e-Sign may result in:

• Immediate suspension of your account and loss of access to platform features
• Permanent loss of access to documents and signed files stored on our platform
• Inability to create a new account using the same email address or payment method
• Recovery actions to collect chargeback fees and associated administrative costs

8.2 Fraudulent Chargebacks

If we determine that a chargeback was filed fraudulently (for example, where the service was received and used as described), we reserve the right to:

• Report the incident to payment processors and fraud prevention agencies
• Pursue legal remedies to recover financial losses
• Permanently restrict or ban access to Indigo e-Sign

We are committed to resolving refund-related concerns fairly and efficiently through our support channels. Most legitimate refund requests are processed within 5–7 business days.

9. Changes to This Refund Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Your continued use of Indigo e-Sign after changes become effective constitutes your acceptance of the revised policy.

10. Liability and Data Retention

10.1 Refunds and Data Retention

• Requesting or receiving a refund does not automatically result in the deletion of your documents or account data from our systems.
• Data retention is governed by our Privacy Policy and Terms of Service.
• To request document or account data deletion, you must submit a separate data deletion request through our support system.

10.2 Limitation of Liability

• Refunds are provided as a goodwill gesture and do not waive any terms outlined in our Terms of Service.
• Processing a refund does not constitute an admission of service failure, fault, or liability.
• All refund decisions are final and made at the sole discretion of Indigo e-Sign.
• For disputes not resolved through our refund process, please refer to the dispute resolution procedures outlined in our Terms of Service.

11. Contact Us

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