Refund Policy

Last Updated: December 2024

1. Overview

At ENTOURAGE, we want you to be satisfied with your subscription. This Refund Policy explains our refund process and eligibility criteria for subscription refunds.

2. Refund Eligibility

2.1 Monthly Subscriptions

For monthly subscriptions ($6/month), refunds may be available under the following circumstances:

• Within 7 days of initial purchase: Full refund available if you are not satisfied with the Service
• Technical issues: Refund available if you experience persistent technical problems that prevent you from using the Service
• Billing errors: Refund available for duplicate charges or billing mistakes

2.2 Yearly Subscriptions

For yearly subscriptions ($60/year), refunds may be available under the following circumstances:

• Within 14 days of initial purchase: Full refund available if you are not satisfied with the Service
• Technical issues: Refund available if you experience persistent technical problems that prevent you from using the Service
• Billing errors: Refund available for duplicate charges or billing mistakes

2.3 Add-On Packs and In-App Purchases

All add-on packs and in-app purchases are non-refundable. This includes:

• Additional meditation audio generation packs
• Additional AI analysis packs for notes
• Any other one-time in-app purchases

These purchases are considered consumed digital content and are not eligible for refunds under any circumstances, including technical issues or dissatisfaction.

2.4 Non-Refundable Situations

Refunds are generally not available for:

• Subscriptions that have been active for more than the refund period stated above
• Automatic renewals that you forgot to cancel (you can cancel anytime to prevent future charges)
• Change of mind after the refund period has expired
• Partial refunds for unused portions of active subscriptions
• Add-on packs and in-app purchases (as stated in Section 2.3)

3. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Support: Email us at support@entourage-ai.life with the subject line "Refund Request"
2. Provide Information: Include the following in your email:
   • Your account email address
   • Date of purchase
   • Subscription type (Monthly or Yearly)
   • Reason for refund request
   • Transaction ID (if available)
3. Review Process: We will review your request within 14 calendar days
4. Refund Processing: If approved, refunds will be processed to your original payment method within an additional 14 calendar days

4. Refund Processing Time

Once your refund is approved:

• Refunds are processed within 14 calendar days of approval
• Funds will appear in your account within 14 calendar days of processing, depending on your payment provider
• You will receive email confirmation when the refund is processed

Note: Processing times may vary depending on your payment method and financial institution. The total time from refund request to funds appearing in your account may take up to 28 calendar days (14 days for review + 14 days for processing).

5. Subscription Cancellation

You can cancel your subscription at any time to prevent future charges:

• Cancel through your account settings in the app
• Contact support at support@entourage-ai.life to request cancellation
• Cancellation takes effect at the end of your current billing period
• You will continue to have access to Premium features until the end of your paid period

Important: Canceling your subscription does not automatically entitle you to a refund. Refunds are subject to the eligibility criteria stated above.

6. Chargebacks

If you initiate a chargeback through your bank or credit card company instead of contacting us first, we may:

• Suspend or terminate your account
• Dispute the chargeback with your payment provider
• Require you to contact us directly to resolve the issue

We encourage you to contact us first at support@entourage-ai.life so we can resolve any issues and process refunds appropriately.

7. Special Circumstances

7.1 Service Discontinuation

If we discontinue the Service, we will provide pro-rated refunds for any unused portion of your subscription.

7.2 Force Majeure

In cases of force majeure (natural disasters, war, etc.) that prevent us from providing the Service, we will work with you to provide appropriate refunds or credits.

7.3 Technical Issues

If you experience persistent technical issues that prevent you from using the Service, please contact support. We will work to resolve the issues. If we cannot resolve them within a reasonable time, we will provide a refund.

8. Refund Method

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit cards: Refunded to the card used for purchase
• PayPal: Refunded to your PayPal account
• Other payment methods: Refunded according to the payment processor's policies

If the original payment method is no longer available, please contact us to arrange an alternative refund method.

9. Currency

Refunds will be issued in the same currency as the original purchase. Exchange rates and fees may apply if your payment method uses a different currency.

10. Disputes

If you are not satisfied with our refund decision, you may:

• Contact us again with additional information or clarification
• Request to speak with a supervisor or manager
• File a dispute through your payment provider (subject to their policies)

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on this page. We will notify users of material changes via email or through the Service.

Your continued use of the Service after changes to this policy constitutes acceptance of the updated policy.

12. Contact Information

For refund requests or questions about this Refund Policy, please contact us at:

Email: support@entourage-ai.life
Website: www.entourage-ai.life
Response Time: We aim to respond to refund requests within 14 calendar days