Refund Policy

1. Overview

At Saengsa, we strive to provide exceptional website monitoring services. We understand that sometimes our service may not meet your expectations, and we want to ensure a fair and transparent refund process for all our customers.

2. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee on all paid plans. This allows you to try our service risk-free and ensure it meets your monitoring needs.

• The 14-day period starts from the date of your initial purchase
• Applies to first-time subscribers only
• Full refund of the subscription fee paid
• No questions asked - though we appreciate feedback

3. Eligibility Requirements

3.1 Eligible for Refund

• New subscriptions within 14 days of initial purchase
• Service outages exceeding our 99.9% uptime commitment
• Billing errors or duplicate charges
• Technical issues preventing service usage that cannot be resolved

3.2 Not Eligible for Refund

• Renewal payments (subscriptions renewed after the initial period)
• Requests made after the 14-day guarantee period
• Partial month refunds for cancelled subscriptions
• Accounts terminated due to Terms of Service violations
• Changes in your business needs or requirements

4. How to Request a Refund

1. Email our support team at support@saengsa.com
2. Include your account email and subscription details
3. Provide a brief reason for the refund request (optional but helpful)
4. Our team will process your request within 2 business days
5. Refunds are issued to the original payment method

5. Processing Time

• Request Processing: 1-2 business days
• Refund Issuance: 3-5 business days after approval
• Bank Processing: 5-10 business days (varies by bank)
• Total Time: Typically 7-15 business days from request to receipt

6. Subscription Cancellation

Cancelling your subscription is different from requesting a refund:

• You can cancel anytime from your subscription management page
• Access continues until the end of your current billing period
• No refund is provided for the remaining subscription time
• Your monitoring data is retained for 30 days after cancellation

7. Plan Changes and Proration

7.1 Upgrades

• Immediate access to higher plan features
• Prorated charge for the remainder of the billing period
• New billing cycle starts on upgrade date

7.2 Downgrades

• Takes effect at the next billing cycle
• No refund for the price difference
• Current plan features remain until the change date

8. Service Credits

Instead of refunds, we may offer service credits for:

• Minor service disruptions
• Feature unavailability
• As a goodwill gesture for inconveniences

Service credits are applied to future invoices and cannot be exchanged for cash.

9. Dispute Resolution

1. Contact our support team first at support@saengsa.com
2. If unresolved, escalate to our billing team at billing@saengsa.com
3. For payment disputes, you may contact Paddle.com, our payment processor
4. As a last resort, you may dispute charges with your credit card company

10. Special Circumstances

We may consider refunds outside our standard policy for:

• Documented medical emergencies
• Natural disasters affecting service usage
• Significant service failures on our part
• Other exceptional circumstances at our discretion

11. Free Plan

Our free plan is provided at no cost and is not eligible for any refunds. You may upgrade to a paid plan at any time to access additional features, which would then be covered by this refund policy.

12. Payment Processing

All payments and refunds are processed by Paddle.com, our Merchant of Record:

• Paddle handles all payment security and compliance
• Refunds are issued through Paddle's secure system
• Currency conversions are handled at current exchange rates
• Transaction fees may apply based on your location

13. Contact Information

For refund requests and billing inquiries:

• Email: support@saengsa.com
• Billing: billing@saengsa.com
• Response Time: Within 24-48 hours
• Business Hours: Monday-Friday, 9 AM - 5 PM EST

14. Policy Changes

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our service constitutes acceptance of any modifications.