Refund Policy

Last Updated: December 2024

1. Overview

At ENTOURAGE, we want you to be satisfied with your subscription. This Refund Policy explains our refund process and eligibility criteria for subscription refunds.

2. Refund Eligibility

We offer a 14-day money-back guarantee for all purchases. If you are not satisfied with your purchase for any reason, you may request a full refund within 14 days of your initial purchase date.

2.1 Subscriptions

Full refunds are available for all subscription types within 14 days of the initial purchase date.

2.2 Refund Period

The 14-day refund period begins on the date of your initial purchase. After 14 days, refunds are no longer available. You can cancel your subscription at any time to prevent future charges, but cancellation does not entitle you to a refund for the current billing period if the 14-day refund window has passed.

2.3 Refund Restrictions

Besides exceeding the 14-day refund window, refunds are generally not approved in the following circumstances:

2.3.1 AI-Powered Features Usage

Refunds will generally not be approved if you have consumed AI-powered features beyond what is included in the free plan. AI-powered features include:

• AI-generated meditation audio: If you have used AI-generated meditation audio beyond the free plan limits
• AI-generated journal/note analysis: If you have used AI-generated journal or note analysis features beyond the free plan limits

Once these premium AI-powered features have been consumed, the value of the service has been delivered, and refunds will typically not be granted even if the request is made within the 14-day refund window.

2.3.2 Usage Beyond Free Plan Limits

If you have consumed any premium features or usages beyond what is included in the free plan, we will only stop future subscription renewals but will not refund the subscription fee for the current billing period. You will continue to have access to Premium features until the end of your current billing period, but no refund will be issued for the current period.

3. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Support: Email us at support@entourage-ai.life with the subject line "Refund Request"
2. Provide Information: Include the following in your email:
   • Your account email address
   • Date of purchase
   • Subscription type (Monthly or Yearly)
   • Reason for refund request
   • Transaction ID (if available)
3. Review Process: We will review your request within 14 calendar days
4. Refund Processing: If approved, refunds will be processed to your original payment method within an additional 14 calendar days

4. Refund Processing Time

Once your refund is approved:

• Refunds are processed within 14 calendar days of approval
• Funds will appear in your account within 14 calendar days of processing, depending on your payment provider
• You will receive email confirmation when the refund is processed

Note: Processing times may vary depending on your payment method and financial institution. The total time from refund request to funds appearing in your account may take up to 28 calendar days (14 days for review + 14 days for processing).

5. Subscription Cancellation

You can cancel your subscription at any time to prevent future charges:

• Cancel through your account settings in the app
• Contact support at support@entourage-ai.life to request cancellation
• Cancellation takes effect at the end of your current billing period
• You will continue to have access to Premium features until the end of your paid period

Important: Canceling your subscription does not automatically entitle you to a refund. To receive a refund, you must request it within 14 days of your initial purchase date as stated in Section 2.

6. Chargebacks

If you initiate a chargeback through your bank or credit card company instead of contacting us first, we may:

• Suspend or terminate your account
• Dispute the chargeback with your payment provider
• Require you to contact us directly to resolve the issue

We encourage you to contact us first at support@entourage-ai.life so we can resolve any issues and process refunds appropriately.

7. Special Circumstances

7.1 Service Discontinuation

If we discontinue the Service, we will provide pro-rated refunds for any unused portion of your subscription.

7.2 Force Majeure

In cases of force majeure (natural disasters, war, etc.) that prevent us from providing the Service, we will work with you to provide appropriate refunds or credits.

7.3 Technical Issues

If you experience technical issues with the Service, please contact support. All refund requests, including those related to technical issues, are subject to the 14-day refund period stated in Section 2.

8. Refund Method

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit cards: Refunded to the card used for purchase
• PayPal: Refunded to your PayPal account
• Other payment methods: Refunded according to the payment processor's policies

If the original payment method is no longer available, please contact us to arrange an alternative refund method.

9. Currency

Refunds will be issued in the same currency as the original purchase. Exchange rates and fees may apply if your payment method uses a different currency.

10. Disputes

If you are not satisfied with our refund decision, you may:

• Contact us again with additional information or clarification
• Request to speak with a supervisor or manager
• File a dispute through your payment provider (subject to their policies)

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on this page. We will notify users of material changes via email or through the Service.

Your continued use of the Service after changes to this policy constitutes acceptance of the updated policy.

12. Contact Information

For refund requests or questions about this Refund Policy, please contact us at:

Email: support@entourage-ai.life
Website: www.entourage-ai.life
Response Time: We aim to respond to refund requests within 14 calendar days