Geonode Refund Policy

1. General Refund Policy

1.1 Single Account Policy

• Each user is allowed only one account. Creating multiple accounts may result in denial of refund requests and account suspension.

1.2 Subscription Refunds

• You can cancel your subscription anytime through the user dashboard.
• Refunds are considered only if Geonode fails to deliver the purchased service (See Section 2 for details).
• Approved refunds immediately revoke access to proxy services.

1.3 Paid Trials

• Paid trials are non-refundable.
• The trial allows users to evaluate the service before committing.

1.4 Cryptocurrency Transactions

• Cryptocurrency payments are non-refundable.

2. Refund Eligibility Criteria

• Refund requests must be made within 7 days of the charge and apply only to the most recent billing cycle.

Refunds are granted for:

• Billing Errors: Mistaken double charges or overcharges (reported within 7 days).
• Unauthorized Transactions: If fraud or unauthorized use is proven (evidence required).
• Trial Auto-Renewal Refunds: First-time trial users who request a refund within 24 hours of auto-renewal.
• Service Failure: If a Geonode system error prevents proxy setup and remains unresolved for 48 or more hours.

Refunds are not granted for:

• Excessive Usage: If you used more than 5% of allocated bandwidth.
• Misuse of Service: Issues due to bans from third-party platforms (e.g., Instagram, Google, etc.).
• Violation of Terms: If you break Geonode's Terms of Service or Acceptable Use Policy.
• Failure to Cancel Before Renewal: Users are responsible for canceling before their next billing cycle.

3. How to Request a Refund

Step 1: Contact Support

• Email: hello@geonode.com
• Support Form: geonode.com/contact
• Live Chat: Available on our website

Provide the following details:

• Account email
• Reason for the refund request
• Proof (e.g., screenshots, receipts, invoices)

Step 2: Review Process

• Refund requests are reviewed within 3 to 5 business days.
• If approved, refunds are processed within the following timeframes:
• Credit Card Payments: 3 to 7 business days.
• Cryptocurrency Payments: Non-refundable.

Step 3: Receive a Response

• You will receive an email notification with the decision.
• If denied, an explanation will be provided along with alternative options if applicable.

4. Cancellation Policy

• Canceling a subscription does not automatically qualify for a refund.
• If a user cancels their subscription, they will continue to have access until the end of their billing period.
• If a refund is approved, access to services will be revoked immediately.

5. Disputed Charges & Fraudulent Transactions

• If you were charged incorrectly or suspect fraud, contact support within 7 days.
• Supporting documentation (e.g., bank statements, transaction logs) may be required for investigation.
• If fraud is confirmed:
• A refund will be issued.
• The account may be suspended for security purposes.
• Users who engage in repeated chargebacks or refund abuse may face account suspension or a permanent ban.

6. Policy Updates

• This refund policy may be updated at any time.
• Changes will be published on the website.