ChongCheck — Refund & Subscription Policy

This Policy explains how ChongCheck Pro subscriptions work, how to cancel, and when refunds are available. It supplements the Terms of Service §4.

1. The Subscription

ChongCheck Pro is a recurring subscription that unlocks:

Unlimited consilium analyses;
Full Glass-Box replay;
Adversary review;
PetCard QR code generation;
Priority email support;
Optional research-data sharing (your choice, no impact on price or features).

Plans are billed monthly or annually in advance via our payment processor Heleket Ltd. Annual plans receive a discount over twelve months of monthly billing — current pricing at chongcheck.app/pricing.

2. How Billing Works

You are billed when you subscribe and again on each renewal date.
Renewal date is the calendar day of your initial subscription (e.g., subscribed Apr 3 → renewals on May 3, June 3, etc.). Where the calendar day does not exist (e.g., Feb 30), we bill on the last day of that month.
We email a receipt to your registered email after each successful charge.
Failed renewals trigger up to three retry attempts over five days; if all fail, your subscription is downgraded to Free Plan automatically.

Currency and taxes

We bill in USD or EUR depending on your country. Where required, applicable VAT, GST, or sales tax is added at checkout. Tax invoices are available in Settings → Billing → Invoices.

3. How to Cancel

You can cancel at any time:

Settings → Subscription → Cancel;
Confirm the cancellation;
We email a cancellation confirmation.

Cancellation takes effect at the end of the current paid period. You retain Pro features until then. After that date, the account reverts to Free Plan; cases and history are preserved.

No phone call is required. No retention questionnaire is mandatory (we ask one optional question; you may skip).

4. Refunds

4.1 7-day money-back guarantee (first-time subscribers)

If you subscribe to ChongCheck Pro for the first time and decide it's not for you, we will refund 100% of the first payment if you request a refund within 7 days of the initial charge — regardless of how much you have used the Service during those 7 days. No questions asked.

To request: email billing@chongcheck.app with the order ID from your receipt, or use Settings → Billing → Request Refund.

We process refunds within 5-10 business days; the exact timing depends on your payment method and bank.

4.2 EU 14-day right of withdrawal

If you are a consumer in the European Economic Area, the United Kingdom, or Switzerland, you have a statutory right to withdraw from a distance contract within 14 days of subscription, without giving any reason.

Important caveat. Under EU Directive 2011/83/EU, this right is lost once you have fully used a digital service that you expressly requested to begin during the withdrawal period and acknowledged that you would lose the right. At signup we ask you to confirm: "I want to start using ChongCheck Pro immediately and I understand I will lose my 14-day right of withdrawal once I have used a substantial amount of the service." If you do not confirm, you keep the full 14-day withdrawal right but Pro features only activate after the 14 days.

If you used the Service substantially within the 14 days (e.g., ran multiple consilium analyses), the statutory right of withdrawal is lost, but our voluntary 7-day money-back guarantee in §4.1 still applies.

To exercise withdrawal, email billing@chongcheck.app within 14 days of subscription. A model withdrawal form is available at chongcheck.app/legal/withdrawal-form.

4.3 Refunds after the guarantee period

Subscriptions are generally non-refundable after the 7-day (or 14-day EU) period. Exceptions:

Service outage — if a verified outage prevents you from using the Service for more than 48 consecutive hours, you may request a pro-rated credit for the affected period.
Material breach by us — if we materially fail to deliver the Service as promised, you may request a pro-rated refund for the unused remainder of your paid period.
Death or incapacity — we will refund the unused remainder upon presentation of appropriate documentation.
Annual plan, switch to monthly — not refundable in cash; we can credit the difference to your account toward future charges.
Local consumer law — where local law requires a longer or unconditional refund right, we honour it.

4.4 Annual plan refunds

For annual plans, refund requests after the guarantee period are calculated as: (annual price) − (monthly price × number of months used, rounded up).

If the monthly-equivalent cost of the months you used exceeds the annual price (it should not), no refund is due. We do not seek additional payment.

4.5 What we do not refund

One-time purchases (e.g., expedited Vet handoff fees) are final once the service has been rendered.
Promotional discounts and credits applied during signup are not refundable in cash.
Subscriptions cancelled long after the renewal date are not retroactively refunded for past renewals; we only address the current and future periods.

5. Trials and Promotional Pricing

5.1 Free trials

If we offer a free trial of Pro, you will not be charged until the trial ends. You may cancel any time during the trial to avoid being charged. We email a reminder before the trial ends.

5.2 Discount codes

Promotional codes apply for the period stated at checkout. After that period, the subscription renews at the standard price. We give 7 days' notice before the discount expires.

5.3 Lifetime / unlimited offers

We do not currently offer lifetime memberships. Any past lifetime offers (early backer) are honoured per their original terms.

6. Changes to Pricing

Prices may change on at least 30 days' written notice (email + in-app banner) before the next renewal. You may cancel during the notice period without penalty. Continued use after the new price takes effect constitutes acceptance.

We do not change the price of an annual plan mid-term; price changes apply on renewal of the annual term.

7. Switching Plans

You may upgrade (monthly → annual, or to a higher tier if introduced) at any time. The new price is pro-rated for the remainder of the current period; we credit any unused portion of your existing plan toward the upgrade.

You may downgrade (annual → monthly, or to Free Plan) at any time. The downgrade takes effect at the end of the current paid period.

8. Payment Methods

Accepted payment methods depend on your region. Through Heleket Ltd we typically support: major credit/debit cards (Visa, Mastercard, Amex), select alternative payment methods, USDT and BTC for crypto-friendly regions, and selected regional wallets. The available methods are shown at checkout.

We do not see or store your raw card number, CVV, or banking credentials. Heleket tokenizes these on its own servers under PCI-DSS Level 1.

9. Failed Payments and Dunning

If a payment fails, we:

Retry on day 1 and day 3 after the failure.
Email you on the first failure and again before the final retry.
If all retries fail, downgrade the account to Free Plan and email confirmation.

You can update your payment method in Settings → Billing at any time.

10. Chargebacks and Disputes

If you believe a charge is incorrect, please contact billing@chongcheck.app before opening a chargeback with your card issuer. We will investigate and resolve genuine errors promptly.

Chargebacks opened without prior contact may result in immediate account suspension pending resolution. Repeated abusive chargebacks may result in permanent account termination and may be reported to industry fraud databases per Heleket policy.

11. Account Closure and Refunds

If you delete your account (Settings → Delete Account) while a paid subscription is active:

We cancel the subscription immediately;
We refund the unused portion of the current paid period on a pro-rated daily basis, except for partial-day usage;
The refund goes to the original payment method;
Financial records of the transaction are retained for 7 years per AML and tax-law requirements, even after account deletion.

12. Contact

Billing: billing@chongcheck.app
Receipts and invoices: Settings → Billing → Invoices
Refund request form: chongcheck.app/legal/refund-request

This document is a draft pending review by qualified counsel.

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Refund & Subscription Policy