App Marketplace - Refund Policy

This Refund Policy outlines the conditions under which you may be eligible for a refund for applications ("Apps") purchased through the CRM's App Marketplace. The policy is divided into categories based on the type of purchase and payment method. By purchasing or using Apps from the Marketplace, you agree to the terms described here.

1. Subscription-Based Apps (Paid via CRM Marketplace)

Many Apps are offered on a recurring subscription basis, such as monthly or annual plans.

Refund Window: For a new subscription, a prorated refund may be available if you cancel within 3 days of the initial purchase, unless the App developer specifies otherwise.

Free Trials: If an App offers a free trial, you will not be charged if you cancel during the trial period. However, once the trial ends and the paid subscription begins, the initial billing cycle is non-refundable.

Extraordinary Circumstances: If an App is completely non-functional through no fault of your own immediately after a trial, you can contact CRM Support within 3 days of the first payment to request a review. If approved, a partial refund or account credit may be issued.

Renewals: Subscription renewals are non-refundable once processed. To avoid a renewal charge, you must cancel the subscription before the renewal date.

Prorated Refunds: Any approved prorated refund may be reduced by applicable payment processing fees or usage charges.

How to Request a Refund: Submit a support ticket through CRM Support within the refund window. CRM may work with the App developer to assess the request.

Exceptions: Refund requests may be denied if you have violated the App's terms of service or misused the product.

2. One-Time Fee / Lifetime License Apps (Paid via CRM Marketplace)

Some Apps are sold for a single, upfront fee, granting long-term or permanent access to a digital asset or feature.

Because these purchases often involve non-returnable digital goods, refunds are generally not available. This policy helps prevent users from obtaining assets for free after receiving them.

Defective Products: If the purchased product is defective or does not work as advertised upon delivery, you must contact the developer's support team within 3 days of purchase and provide proof of the issue. The developer, in coordination with CRM, will attempt to provide a fix or replacement. A refund will only be considered if a resolution is not provided within a reasonable timeframe, typically 3 business days.

The final decision on refunds for one-time purchases is made jointly by CRM and the developer and is considered final.

3. Usage-Based Apps (Paid via CRM Marketplace)

Some Apps charge fees based on your usage, such as per transaction or per action. These charges are typically deducted from your CRM Wallet as they occur.

Because the developer incurs costs for each unit of usage, charges for valid usage are non-refundable.

Refund Eligibility: Refunds may be considered only for billing errors, such as duplicate charges or system mistakes. You must contact support immediately (within 3 days of the charge) and provide evidence of the error.

Dispute Resolution: If you dispute a usage charge, open a ticket with CRM Support. CRM will review usage logs and payment history with the developer. If an error is confirmed, a credit or refund for the overcharge may be issued. If the charges are found to be valid, they will stand.

You can stop incurring charges at any time by discontinuing use of the App or removing it from your account, but previously accrued charges are non-refundable.

4. Apps with External Payment Processing

Some developers choose to process payments for their Apps outside of the CRM's billing system. If an App's listing indicates "External Payment Processing" or directs you to a separate payment portal, CRM is not involved in the transaction.

For these Apps, CRM cannot process refunds. If you need a refund, you must contact the App developer directly using their provided support contact information.