Refund Policy
Last updated: January 2025
We want you to be completely satisfied with Presence. This Refund Policy outlines when and how you can request a refund for our services.
Our Promise: If Presence doesn't work as described, we'll make it right. We offer a 14-day money-back guarantee for new subscribers.
1. 14-Day Money-Back Guarantee
New subscribers are eligible for a full refund within the first 14 days of their initial subscription if:
- The service doesn't work as described
- The service doesn't meet your reasonable expectations
- You simply change your mind
No questions asked. We believe in our product and want you to try it risk-free.
2. Refund Eligibility by Timing
Within 14 days of first subscription
Full refund for any reason. New subscribers only.
Service outage or critical bug
Full refund for any billing period significantly affected by service issues on our end.
After 14 days, before using >50% of allocation
Pro-rated refund for unused portion of your subscription.
After using >50% of monthly allocation
Not eligible for refund, but you can cancel to prevent future charges.
3. How to Request a Refund
To request a refund, please:
- Email us at billing@presence.io
- Include your account email and subscription ID
- Briefly explain the reason for your refund request
We aim to process all refund requests within 5 business days.
4. Refund Processing
Once approved, refunds will be processed using your original payment method:
- Credit/Debit Card: 5-10 business days
- PayPal: 3-5 business days
- Bank Transfer: 5-10 business days
Please note that your bank or payment provider may take additional time to reflect the refund in your account.
5. Subscription Cancellation
You can cancel your subscription at any time:
- Cancellation takes effect at the end of your current billing period
- You retain access to the service until your subscription expires
- No partial refunds are given for unused time after the 14-day guarantee period (unless you qualify for a pro-rated refund as described above)
Important: Canceling your subscription does not automatically trigger a refund. If you want a refund, please contact us separately.
6. Non-Refundable Situations
We generally cannot provide refunds in the following cases:
- After 14 days and more than 50% usage of your monthly allocation
- If your account has been terminated for violation of our Terms of Service
- For issues caused by your internet connection, device, or third-party software
- For translation quality issues inherent to machine translation (we use industry-leading Azure services, but no machine translation is perfect)
7. Service Credits
In some cases, instead of a refund, we may offer service credits:
- Extended subscription time at no charge
- Additional translation hours
- Upgrade to a higher plan for the remainder of your billing period
Service credits are offered at our discretion and you may always request a monetary refund instead if eligible.
8. Annual Subscriptions
For annual subscriptions:
- The 14-day money-back guarantee still applies
- After 14 days, refunds are pro-rated based on full months remaining
- A 10% administrative fee may apply to annual refunds after 14 days
9. Disputes
If you disagree with our refund decision, you may:
- Reply to our decision email with additional information
- Request escalation to a senior team member
- Contact our payment processor directly
We aim to resolve all disputes fairly and promptly.
10. Changes to This Policy
We may update this Refund Policy from time to time. Changes will not affect refund requests made before the update.
11. Contact Us
For refund requests or questions about this policy:
Email: billing@presence.io
Response time: Within 24 hours on business days