Refund Policy
Last updated: January 4, 2025
At Surbee, we want you to be satisfied with our AI-powered survey platform. This Refund Policy outlines when and how you may request a refund for your subscription.
1. Subscription Refund Eligibility
You may be eligible for a refund under the following circumstances:
• New Subscriptions: Full refund if requested within 7 days of initial purchase, provided you have not used more than 10% of your monthly credits
• Service Issues: Refund or credit if we experience significant downtime or service failures that materially impact your use
• Billing Errors: Full refund for any duplicate charges or billing mistakes on our part
• Unauthorized Charges: Refund for charges made without your authorization
2. Non-Refundable Items
The following are generally not eligible for refunds:
• Subscriptions after the 7-day refund period
• Partial billing periods after cancellation
• Credits that have already been used
• Accounts terminated for Terms of Service violations
• Dissatisfaction with AI-generated content quality (as AI results may vary)
3. How to Request a Refund
To request a refund, please follow these steps:
1. Email us at billing@surbee.com with "Refund Request" in the subject line
2. Include your account email address and the reason for your refund request
3. Provide any relevant transaction or invoice details
4. We will review your request and respond within 3-5 business days
4. Refund Processing
Once approved, refunds will be processed as follows:
• Credit Card Payments: Refunds are credited back to the original payment method within 5-10 business days
• The exact timing depends on your bank or credit card company
• You will receive an email confirmation when the refund is processed
5. Subscription Cancellation
You may cancel your subscription at any time through your account settings. Upon cancellation:
• You will retain access to paid features until the end of your current billing period
• Your account will be downgraded to the free plan after the billing period ends
• Unused credits will expire at the end of the billing period and are not refundable
• Your survey data will be retained according to our data retention policy
6. Plan Changes and Downgrades
If you downgrade your subscription plan:
• The change will take effect at the start of your next billing cycle
• No prorated refunds are provided for the remaining period on the higher plan
• You will continue to have access to higher-tier features until the period ends
7. Enterprise Customers
Enterprise customers with custom contracts should refer to their specific agreement terms regarding refunds and cancellations. For questions about enterprise refunds, please contact your account manager or email enterprise@surbee.com.
8. Disputes
If you believe a refund was incorrectly denied, you may appeal by emailing billing@surbee.com with additional information supporting your request. We will review appeals within 10 business days.
9. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of Surbee after changes constitutes acceptance of the revised policy.
10. Contact Us
For questions about this Refund Policy or to request a refund, please contact us:
Email: billing@surbee.com
Support: support@surbee.dev