Refund Policy
Last Updated: January 15, 2025At ProFluxUltra, we want you to feel confident about your investment in our backup and disaster recovery solutions. We've designed our refund policy to be straightforward and fair. This document outlines when refunds apply, how to request one, and what you can expect throughout the process.
We handle each refund request individually because we know that circumstances vary. Our team reviews every case to make sure we're treating you fairly while maintaining sustainable business practices.
1Eligibility Criteria
You may be eligible for a refund if your situation meets specific conditions. We've found that most refund requests fall into a few common categories, and we've structured our policy to address those situations clearly.
- Service cancellation requested within 14 days of initial purchase for new customers who haven't deployed the backup solution in a production environment
- Technical issues that prevent core backup functionality, provided you've worked with our support team for at least 5 business days without resolution
- Billing errors or duplicate charges that we can verify through transaction records
- Service downtime exceeding our Service Level Agreement commitments as documented in your service contract
- Material changes to service features that significantly affect your usage, requested within 30 days of the announced change
Refund eligibility often depends on when you contact us. The sooner you reach out about an issue, the more options we typically have available to help resolve your situation.
2The Refund Process
We've streamlined our refund process to make it as simple as possible. Here's what happens from the moment you contact us until the refund appears in your account.
Submit Your Request
Contact our support team at support@profluxultra.com with your account details and reason for the refund request. Include your invoice number and any relevant documentation that supports your case.
Initial Review
Our team reviews your request within 2 business days. We'll check your account history, service usage, and any previous support interactions to understand your situation completely.
Communication & Clarification
If we need additional information or if there's a potential alternative solution, we'll reach out to you. Sometimes a technical fix or service adjustment works better than a refund.
Decision & Processing
Once we've gathered all necessary information, we make a decision and notify you via email. If approved, we process the refund immediately using your original payment method.
Completion
You'll receive confirmation once the refund is processed. The time it takes to appear in your account depends on your payment provider, but most refunds complete within 5-10 business days.
3Common Refund Scenarios
Different situations call for different approaches. Here are the most common scenarios we encounter and how we typically handle them.
Early Cancellation
If you cancel within the first 14 days and haven't deployed our solution in production, you're generally eligible for a full refund of your initial payment.
Technical Issues
When technical problems prevent you from using core features, we first work to fix the issue. If we can't resolve it after genuine troubleshooting efforts, we consider refund options.
Service Changes
If we make significant changes to features you rely on, you have 30 days to request a prorated refund for the remaining service period.
Billing Errors
Duplicate charges or incorrect billing amounts are refunded quickly once we verify the error through our payment records.
SLA Violations
When we don't meet our uptime commitments, you're entitled to service credits or partial refunds as outlined in your service agreement.
Service Downgrades
If you downgrade to a lower tier mid-cycle, we apply the price difference as a credit toward your next billing period rather than issuing a cash refund.
4Payment Methods & Processing
How we process your refund depends on how you originally paid. We always return funds through the same method you used for payment.
Refund Processing by Payment Type
Refunds appear on your statement within 5-10 business days after processing. Your bank determines the exact timing. You'll see the transaction listed as a credit from ProFluxUltra.
We initiate the transfer within 2 business days of approval. Depending on your bank and location in Thailand, funds typically arrive within 3-7 business days.
PayPal refunds process quickly, usually appearing in your account within 24-48 hours after we submit the refund on our end.
For larger amounts paid via wire transfer, we use the same method to return funds. This typically takes 5-7 business days and may involve banking fees.
Sometimes we offer account credit instead of a cash refund. This appears immediately and can be applied to any ProFluxUltra service or renewal.
Important Limitations & Exceptions
- Custom implementation or setup fees are non-refundable after work has commenced, as these involve dedicated technical resources
- Data transfer or migration charges are non-refundable once the process has started
- Third-party software licenses or cloud storage costs passed through at cost are not refundable
- Refunds are not available for service periods already consumed beyond the initial trial period
- If your account has been suspended for Terms of Service violations, refunds are not typically granted
- Promotional pricing or discount codes cannot be refunded separately from the service they were applied to
- After 90 days from the original purchase date, refund eligibility becomes significantly more limited
5Partial Refunds & Prorated Amounts
Sometimes a full refund doesn't make sense because you've already received value from our service. In these cases, we calculate a prorated amount based on actual usage.
We determine prorated refunds by looking at how much of your billing period has elapsed and whether you've actively used the service during that time. For annual plans, we calculate the unused months. For monthly plans, we typically don't prorate within a single month since the service was available to you for that entire period.
If you've used significant storage space or bandwidth resources, we factor that into the calculation. Our goal is to be fair to both parties – you shouldn't pay for service you can't use, but we also need to account for resources you've consumed.
6What Happens After a Refund
Once we process your refund, your service access changes immediately. Here's what you need to know about the transition.
Your account is typically deactivated within 24 hours of refund processing. Any data stored in our systems enters our standard retention period, during which you can request data export or retrieval. After that period (usually 30 days), data is permanently deleted according to our data retention policies.
If you had backup jobs scheduled, those stop running immediately. Make sure you have alternative backup solutions in place before requesting a refund if you need continuous data protection.
Request a data export before initiating a refund if you need to preserve any backup data or configuration settings. Once your refund is processed, you'll have limited time to access your information.
Questions About Your Refund?
Our support team is here to help you understand your options and guide you through the refund process if you qualify.