Refund policy

Due to the nature of our service as a digital content platform with instant access upon payment confirmation, Infoterra LLP maintains a strict no-refund policy for all subscription purchases on GraphFolio.

All sales are final. Once your subscription is activated and you gain access to the purchased analytical report, refunds are not provided.

This policy is necessary because our service delivers immediate value through instant access to proprietary data, analytical reports, and interactive dashboards. Unlike physical products that can be returned, digital content cannot be "returned" once accessed.

2.1 Instant Digital Delivery

Our subscriptions provide immediate access to valuable market data and analytical reports upon payment confirmation. Once activated, you can:

• View and interact with comprehensive dashboards
• Download datasets and PDF reports
• Access proprietary analytical content

Because this content is immediately accessible and cannot be "un-viewed" or returned, standard refund policies applicable to physical goods do not apply.

2.2 Nature of Digital Content

The intellectual property and proprietary data we provide represent significant research, analysis, and expertise. Once accessed, the value has been delivered, making refunds impractical and unfair to the content creators.

2.3 Payment Confirmation Before Activation

No subscription is activated until payment is confirmed. This ensures you are never charged for a subscription you have not yet received access to. Activation only occurs after successful payment processing through our payment processor, 2Checkout (Verifone).

While our general policy is no refunds, we may, at our sole discretion, consider refund requests in the following exceptional circumstances within 7 days of purchase:

3.1 Technical Issues Preventing Access

If you experience persistent technical problems that prevent you from accessing your purchased report, and these issues:

• Are caused by our platform (not your device or internet connection)
• Cannot be resolved by our technical support team
• Prevent you from accessing the content you paid for

What to provide: Detailed description of the technical issue, screenshots or error messages, steps you've taken to resolve it, confirmation you've contacted our support team.

3.2 Duplicate Charges or Processing Errors

If you were accidentally charged multiple times for the same subscription due to a payment processing error, we will refund the duplicate charge(s).

What to provide: Transaction IDs for all charges, proof of duplicate billing, bank statement showing multiple charges.

3.3 Unauthorized Transactions

If you did not authorize the purchase and believe your payment method was used fraudulently, we will investigate and may issue a refund if fraud is confirmed.

What to provide: Explanation of why the transaction was unauthorized, any relevant documentation, confirmation that you've secured your account and payment method.

3.4 Evaluation Process

All exception requests are evaluated on a case-by-case basis at our sole discretion. Meeting the criteria above does not guarantee a refund. We reserve the right to request additional information or documentation before making a decision.

Refunds will NOT be provided in the following circumstances:

4.1 Account Termination Due to Violations

If your account is suspended or terminated due to violations of our Terms of Service, including but not limited to:

• Unauthorized sharing beyond your license tier
• Reselling or commercializing our data
• Fraudulent activity
• Intellectual property infringement
• Any other policy violations

You are not eligible for a refund for any unused portion of your subscription.

4.2 Change of Mind

We do not provide refunds if you:

• Simply change your mind after purchasing
• Decide you no longer need the report
• Find the content is not what you expected (we provide detailed descriptions before purchase)
• Cannot complete your intended use of the data

We encourage you to carefully review report descriptions and ensure the content meets your needs before purchasing.

4.3 Partial Subscription Periods

We do not provide pro-rated refunds for unused portions of your subscription if you:

• Stop using the service before the 12-month period ends
• Delete your account during an active subscription
• Decide to discontinue use for any reason

Your subscription remains valid for the full 12-month period regardless of actual usage.

4.4 Content Updates or Changes

We do not provide refunds if:

• Report content is updated during your subscription period
• Features are modified or removed
• The update frequency does not meet your expectations

As stated in our Terms of Service, we reserve the right to update content without notice or price adjustment.

4.5 Force Majeure or Service Interruptions

We do not provide refunds for temporary service interruptions, technical difficulties beyond our control, or force majeure events (natural disasters, war, government actions, etc.).

If you believe your situation qualifies for an exception under Section 3, please submit your refund request as follows:

5.1 Contact Method

Email us at: info@graphfolio.com
Use the subject line: "Refund Request - [Your Order Number]"

5.2 Required Information

Include the following in your email:

1. Full name and email address associated with your account
2. Order number or Transaction ID (found in your purchase confirmation email or invoice from 2Checkout)
3. Purchase date
4. Report purchased (specify which subscription)
5. Detailed reason for refund request (reference which exception applies)
6. Supporting documentation (screenshots, error messages, proof of duplicate charges, etc.)
7. Steps you've taken to resolve the issue (if applicable)

5.3 Incomplete Requests

Refund requests without sufficient information or documentation may be delayed or denied. Please provide as much detail as possible to facilitate our review.

6.1 Review Timeline

We will review your refund request and respond within 5-7 business days of receipt. Complex cases may take longer, and we will keep you informed of the review status.

6.2 Approval or Denial

You will receive an email notification indicating whether your refund request has been:

• Approved: We will proceed with processing your refund
• Denied: We will provide a brief explanation of why your request does not meet our exception criteria
• Pending: We require additional information or documentation

6.3 Refund Method

If your refund is approved, it will be issued to the original payment method used for the purchase. We cannot issue refunds to different payment methods or accounts.

6.4 Refund Processing Time

Once approved, refunds are typically processed within 5-10 business days. The exact timing depends on:

• Our payment processor (2Checkout/Verifone)
• Your bank or credit card issuer
• The original payment method used

Please allow up to 10 business days from approval notification for the refund to appear in your account.

6.5 Account Status After Refund

If a refund is issued:

• Your access to the purchased report will be immediately revoked
• Your account will remain active unless you choose to delete it
• You may purchase new subscriptions in the future

7.1 Contact Us First

Before initiating a chargeback or payment dispute with your bank or credit card company, please contact us directly at info@graphfolio.com. Most issues can be resolved quickly and amicably through direct communication.

7.2 Chargeback Consequences

If you initiate a chargeback or payment dispute without first contacting us:

1. Immediate account suspension: Your account and all active subscriptions will be suspended pending investigation
2. Access revocation: You will lose access to all purchased content
3. Investigation: We will provide evidence to your financial institution demonstrating that services were rendered as described
4. Permanent termination: If the chargeback is deemed unjustified, your account may be permanently terminated
5. Legal action: We reserve the right to pursue collection of owed amounts plus any associated fees

7.3 Legitimate Chargebacks

If you believe a charge is fraudulent or unauthorized, please contact us first so we can investigate. Legitimate cases of fraud or unauthorized charges will be handled promptly and professionally.

For refund requests, questions, or concerns regarding this policy, please contact us:

Company Name: Infoterra LLP
Email: info@graphfolio.com
Registered Address: Building 6, E 248 Street, Esil District, 010000 Astana, Kazakhstan
Tax ID (BIN): 230240009770
For refund requests: info@graphfolio.com (Subject: "Refund Request - [Order Number]")

We reserve the right to modify this Refund Policy at any time. The type of notification depends on the nature of the changes:

9.1 Minor Changes

Minor changes include clarifications, corrections, contact information updates, and formatting improvements. These changes:

• Are effective immediately upon posting to our website
• Do not require advance notification
• Will be reflected in the "Last Updated" date at the top of this document

9.2 Material Changes

Material changes include modifications that make the refund policy more restrictive, reduce the refund exception window, or significantly alter refund eligibility criteria. For material changes:

• Advance Notice: We will notify you via email at least 30 days before changes take effect
• Website Notice: We will display a prominent notice on our platform
• Protection for Recent Purchases: Material changes will not apply retroactively to purchases made before the notification date

9.3 Acceptance

Your purchase of a subscription constitutes acceptance of the Refund Policy in effect at the time of purchase. Changes to the policy will apply only to future purchases made after the effective date of the changes.

By purchasing a subscription on GraphFolio, you acknowledge that you have read, understood, and agree to this Refund Policy. You understand that all sales are final and that refunds are provided only in exceptional circumstances at our sole discretion.