Refund & Dispute Policy

3.1 Overview

Raute.io is a digital Software-as-a-Service (SaaS) platform. We do not sell or ship physical goods. This Refund & Dispute Policy outlines the circumstances under which refunds may be issued and how billing disputes are handled.

3.2 Eligibility for Refunds

Refunds may be issued in the following circumstances:

• Billing Errors: If you were charged incorrectly due to a system error, you are entitled to a full refund of the erroneous charge.
• Service Outage: If the Service experiences a continuous outage exceeding 72 hours, you may be eligible for a pro-rated refund or service credit for the affected period.
• Duplicate Charges: If you were charged more than once for the same subscription period, the duplicate charge will be fully refunded.
• Trial Inadvertent Charges: If you were inadvertently charged during or immediately following a free trial period due to a platform error, the charge will be refunded.

3.3 Non-Refundable Items

The following are not eligible for refunds:

• Subscription periods that have already been used or partially consumed.
• Setup fees, onboarding fees, or professional services fees.
• Charges that are more than 60 days old at the time of the refund request.
• Third-party add-ons, integrations, or services purchased through external providers.

3.4 How to Request a Refund

To request a refund, please email support@raute.io with the following information:

• The email address associated with your account.
• The date and amount of the charge in question.
• The reason for your refund request.
• Any supporting documentation (e.g., screenshots, billing statements).

3.5 Processing Timeline

• We will acknowledge your refund request within 2 business days.
• Refund requests will be reviewed and resolved within 10 business days of acknowledgment.
• Approved refunds will be issued to your original payment method. Processing times may vary depending on your financial institution.

3.6 Dispute Resolution

If you have a billing dispute, we encourage you to contact us directly before initiating a dispute with your payment provider.

• Email support@raute.io with details of the dispute.
• We will work to resolve the issue within 15 business days.
• If we are unable to resolve the dispute to your satisfaction, you may escalate the matter through your payment provider.

3.7 Chargebacks

We reserve the right to recover any disputed amounts plus associated fees if a chargeback is filed without first attempting to resolve the issue directly with us.

Repeated or fraudulent chargebacks may result in permanent termination of your account and prohibition from future use of the Service.