Return Policy

Overview

CoherentConnect is a software-as-a-service product billed in advance on a monthly or annual cycle. You can cancel at any time, and we offer a limited refund window for first-time purchases as described below. Outside that window, fees already paid for the current billing period are non-refundable except where required by applicable law (including statutory consumer-rights legislation that may grant a cooling-off period in certain jurisdictions).

This Return Policy forms part of, and should be read together with, our Terms and Conditions. Defined terms used here have the meaning given in the Terms.

Subscription Cancellations

You can cancel your subscription at any time from Settings → Billing inside the app, or by writing to support@coherentconnect.ai.

When you cancel:

• Your subscription remains active until the end of the current billing period.
• You will not be charged again at the next renewal date.
• You retain access to the Service until the period ends, after which your account moves to a read-only state.
• Your data is retained per the Privacy Policy — you can request earlier deletion at any time.

7-Day Refund Window

New customers may request a full refund of their first subscription payment within 7 calendar days of purchase, provided the account has not been used for substantive outreach in that period. “Substantive use” means dispatching emails through the Service or generating more than fifty leads from a paid pipeline run.

The 7-day window applies only to the very first paid invoice on an account. It does not apply to renewals, plan upgrades, add-ons, or to any account that has previously held a paid plan.

What Is Not Refundable

The following are non-refundable:

• Renewal payments after the first billing period (monthly or annual).
• Fees already paid for time elapsed in the current billing period.
• One-time add-ons or allowances that have already been consumed.
• Plans cancelled after the 7-day first-purchase refund window has closed.
• Fees attributable to substantive use of the Service (emails dispatched, pipelines run, contacts revealed) before the cancellation request.
• Charges arising from misuse, abuse, or breach of our Terms.
• Taxes, payment-processor fees, or currency-conversion fees imposed by your card issuer or bank.

Annual Plans and Pro-rata

Annual plans are billed upfront for the full year at a discount versus the monthly rate. If you cancel an annual plan after the 7-day window:

• Your access continues until the end of the annual term.
• We do not offer a pro-rata refund of unused months on an annual plan, except where required by applicable law.
• If you switch from annual to monthly billing, the change applies at the next renewal — we do not refund the difference between annual and monthly pricing for the term already paid.

Custom and Enterprise Plans

Custom and Enterprise contracts are governed by the specific terms agreed in your order form or master services agreement, which take precedence over this Return Policy where they conflict. If your contract is silent on refunds, this Policy applies.

How to Request a Refund

To request a refund within the eligible window:

• Email support@coherentconnect.ai from the email address associated with your account.
• Include your account email, the invoice or transaction ID, the date of purchase, and a brief reason for the refund (so we can improve).
• We will acknowledge the request within 2 business days and confirm whether it is eligible within 5 business days.

Refund Method and Timing

Approved refunds are issued to the original payment method. Once we authorise the refund with our payment processor, the funds typically appear in your account within 5 to 10 business days, though your card issuer or bank may take longer. Currency-conversion differences, payment-processor fees, and bank charges are not part of the refund.

Disputes and Chargebacks

If you have a billing concern, please contact us first at support@coherentconnect.ai — we resolve almost all issues quickly via email. Initiating a chargeback with your card issuer or bank before contacting us may result in your account being suspended while the dispute is investigated, and you remain liable for the disputed amount until the dispute is resolved.

Chargebacks initiated in bad faith — including for services that were delivered as described and used by you — may result in permanent account termination, recovery of the disputed amount and any chargeback fees imposed on us by the card network, and referral to a collections agency to the extent permitted by applicable law.

Plan Changes and Downgrades

You can upgrade or downgrade your plan at any time from Settings → Billing. Upgrades take effect immediately and we charge the pro-rata difference for the remainder of the current period. Downgrades take effect at the start of the next billing period — we do not refund the difference for time already paid at the higher tier.

Contact

For refund requests or any billing question: