Refund Policy

1. Introduction

PROP, LLC, operating as AltPROP ("we," "us," or "our"), offers subscription-based services and one-time service fees. This Refund Policy explains our refund procedures and your rights regarding refunds.

We strive to be fair to both our users and our business. This policy balances consumer protection with sustainable business operations.

2. Subscription Services

2.1 Monthly Subscriptions

Free Cancellation: You can cancel your subscription at any time with no cancellation fees. Your subscription will remain active until the end of your current billing period, and you will continue to have access to all features until then.

Refund Eligibility:

• Within 7 days of initial purchase: Full refund of the current month's fee
• After 7 days: No refund for the current billing period, but cancellation is immediate and effective
• Prorated refunds: Not available - you retain access until the end of your paid period

2.2 Annual Subscriptions

Free Cancellation: You can cancel your annual subscription at any time. Cancellation is effective immediately, and you will retain access until the end of your paid annual period.

Refund Eligibility:

• Within 30 days of purchase: Full refund of the annual fee
• After 30 days: Prorated refund based on unused months (calculated from cancellation date to end of subscription period)
• Minimum refund: If less than 3 months remain, no refund is provided

2.3 How to Cancel

Canceling your subscription is easy:

1. Log into your account
2. Go to Settings → Subscription
3. Click "Cancel Subscription"
4. Confirm cancellation
5. You'll receive email confirmation

You can also contact us at [email protected] to cancel.

3. One-Time Service Fees

3.1 Transaction Coordination

Refund Eligibility:

• Before service begins: Full refund
• After service begins: Prorated refund based on work completed
• Service completed: No refund

3.2 Floorplan Generation

Refund Eligibility:

• Before processing begins: Full refund
• After processing begins: 50% refund
• Floorplan delivered: No refund (unless defective - see below)

3.3 Premium Support

Refund Eligibility:

• Unused support credits: Refunded at cancellation
• Used credits: No refund

3.4 Other Services

Refund eligibility for other services will be clearly stated at the time of purchase. Generally, services that have been completed or delivered are not eligible for refunds unless defective or not as described.

4. Defective or Not As Described Services

If a service is defective or not as described, you are entitled to:

• A full refund, or
• Replacement/re-performance of the service at no additional cost

Contact us within 30 days of service delivery to report issues. We will investigate and resolve the issue promptly.

5. Payment Processing Fees

Refunds are processed to the original payment method. Payment processing fees charged by third-party processors (Stripe, Coinbase Commerce, MoonPay) are non-refundable and will be deducted from refund amounts.

Processing time: Refunds typically appear in your account within 5-10 business days, depending on your payment method and financial institution.

6. Chargebacks

If you initiate a chargeback instead of contacting us for a refund:

• Your account may be suspended pending resolution
• We will investigate the chargeback and provide evidence to your financial institution
• If the chargeback is found to be invalid, your account may be permanently suspended

We strongly encourage you to contact us first. We're here to help and will work with you to resolve any issues. Chargebacks should only be used as a last resort for legitimate disputes.

7. Special Circumstances

We may provide refunds in special circumstances, including:

• Billing errors
• Duplicate charges
• Unauthorized charges
• Service unavailability for extended periods
• Legal requirements

Contact us at [email protected] to discuss special circumstances.

8. How to Request a Refund

To request a refund:

1. Log into your account
2. Go to Settings → Billing → Refunds
3. Select the service/subscription you want refunded
4. Provide reason for refund request
5. Submit request

Or contact us directly:

• Email: [email protected]
• Subject: "Refund Request - [Service Name]"
• Include: Account email, service details, reason for refund

We will review your request and respond within 5 business days. Approved refunds will be processed within 10 business days.