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Overview

At iFusion Software Solutions LLC ("iFusion"), we believe in transparency, accountability, and fairness. This Refund & Credit Policy is designed to provide complete clarity on how refund or credit requests are handled. It outlines eligible scenarios, submission requirements, timelines, documentation standards, formulas, exceptions, dispute procedures, and user responsibilities. This policy applies to all customers who access or use any portion of the iFusion platform, including subscription services, metered usage, add-ons, and related professional services.

 

Core Principles

  • All payments made to iFusion are non-refundable by default as described in Section 3.3 of our Terms of Service.
  • Refunds are only granted in the limited circumstances outlined below.
  • Service credits may be provided in lieu of refunds and are applied toward future subscription fees or usage charges.
  • Refunds will only be issued to the original method of payment.
  • We may deny any refund request that does not comply with this policy or that appears fraudulent or abusive.

 

Refund Eligibility Criteria

Below are the only circumstances under which you may qualify for a refund or service credit:

1. Statutory Cooling-Off Period

If your local consumer protection laws allow you to cancel a digital service within a specific number of days (commonly 7 to 14 days), we will issue a full refund if you submit a valid cancellation request within the allowed period.

  • Example: Residents of the EU may cancel within 14 days under the EU Consumer Rights Directive.
  • Required: Written cancellation notice including the statutory reference.
  • Refund Type: Full refund to original payment method.

2. Duplicate or Overbilling Errors

If we inadvertently charge you more than once for the same service, or incorrectly bill your account, you are entitled to a refund or credit for the excess amount.

  • Required: Proof of overcharge (e.g., bank statement, payment receipt, invoice ID).
  • Refund Type: Full refund or account credit.

3. Platform-Wide Downtime (24+ Hours)

If the iFusion platform is unavailable to all users for more than 24 continuous hours due to a fault originating from our infrastructure, and not from scheduled maintenance, third-party outages, or force majeure events, we will issue a pro-rated service credit.

  • Required: Support ticket opened during the outage and uptime logs.
  • Refund Type: Pro-rata credit toward next billing cycle.

4. Unauthorized Charges

If your payment method was used without your authorization (e.g., stolen credit card or hacked account), and you report the issue within 7 days of the transaction, we will investigate and issue a refund if appropriate.

  • Required: Fraud documentation, possibly including a police report or affidavit.
  • Refund Type: Full refund of unauthorized amount if confirmed.

5. iFusion-Initiated Service Termination (Without Cause)

If we terminate your access to the platform for any reason not involving a breach of Terms on your part (e.g., we sunset a product or discontinue a feature), we will refund the unused portion of your prepaid subscription.

  • Required: None; processed automatically.
  • Refund Type: Prorated refund.

6. Termination Due to Proven Breach by iFusion

If we are found to be in material breach of our Terms of Service through arbitration or a written mutual agreement, and you terminate your service as a result, you are entitled to a refund for unused prepaid fees.

  • Required: Arbitration decision or signed agreement.
  • Refund Type: Prorated refund.

 

Ineligible Refund Circumstances

We do not provide refunds or credits under the following conditions:

  • You simply change your mind after purchasing
  • You forgot to cancel before a renewal date
  • You didn't use or access the service
  • You experienced dissatisfaction without contacting support
  • You requested a refund after canceling mid-cycle without qualifying cause

Additionally, the following are strictly non-refundable:

  • Usage-based fees (SMS, AI, calls, email, API, etc.)
  • Regulatory, compliance, or carrier pass-through fees
  • Third-party integrations or marketplace purchases
  • Professional service or setup/onboarding fees once rendered
  • Any fees older than 90 days from the invoice date
  • Taxes already remitted to a government entity

 

Refund & Credit Request Process

Step 1: Email Us

To request a refund, email us at support@ifusionsoftwaresolutions.com with your account details and reason.

Step 2: Provide Complete Details

Include the following:

  • Account email address and business name
  • Invoice number(s), transaction ID, and date of charge
  • Detailed reason for your request (choose from valid refund scenarios)
  • Required documentation (e.g., statement, logs, fraud report)

Step 3: Observe Timelines

  • Unauthorized Charges: Must be reported within 7 calendar days of the transaction
  • Service Outages: Must be reported within 5 calendar days after the outage is resolved
  • All Other Requests: Submit as soon as reasonably possible, and no later than 90 days after the invoice

Step 4: Review Process

Our billing team will review your request within 5 business days. We may request additional documentation or clarification during this period.

Step 5: Refund or Credit Issuance

  • Approved refunds are returned to the original payment method within 10 business days
  • Credits are immediately applied to your next invoice
  • We will notify you by email of the outcome

 

Credit Calculation Formula

For pro-rata credits (e.g., outages or downgrades):

Daily Credit = (Monthly Subscription Fee ÷ Days in Month) × Affected Days

All credits expire 12 months from date of issue if unused.

 

Chargebacks

If you initiate a chargeback with your bank or credit card provider before submitting a refund request to us:

  • We reserve the right to suspend or terminate your account
  • You will be liable for any chargeback fees and collection costs
  • Fraudulent chargebacks will be reported to credit bureaus and/or law enforcement

 

Modifications to This Policy

We may modify this policy at any time. We will notify users via email or platform notice. Continued use of the platform after an update constitutes your acceptance of the changes.

 

Governing Law & Dispute Resolution

This policy is governed by the laws of Delaware and is subject to the arbitration and class action waiver clauses in our Terms of Service (Section 21).

 

Contact Information

  • Billing Questions: info@ifusionsoftwaresolutions.com
  • Legal Inquiries: info@ifusionsoftwaresolutions.com

 

Thank you for using iFusion. We are committed to ensuring your billing experience is fair, secure, and professional.