Refund Policy

1. The short version

If a delivered resolution is wrong, dispute it within 7 days and we make it right in a fixed order: we re-run it at no charge; if that does not resolve it, you get a service credit; if that still does not resolve it, you get a refund of the fee at issue. Subscriptions have no lock-in — cancel with 30 days' notice to the end of a billing period.

2. Disputing a delivered resolution

• >Window: 7 days from delivery of the resolution you are disputing.
• >How: use the Dispute button on the closed request in your client portal, or email support@expertovod.com naming the request, or use the contact form.
• >Remedy ladder, applied in order: (1) re-run at no charge, (2) service credit, (3) refund of the fee at issue.
• >Every dispute and its outcome is recorded on the request's audit trail.

3. Subscriptions (Care Plans)

• >Cancel anytime with 30 days' notice to the end of a billing period — no lock-in, no cancellation fee. Your plan runs to the end of the notice period.
• >Unused included gates expire monthly and do not roll over; they are not refunded.
• >During the pilot phase both parties additionally hold a mutual early-exit right on 14 days' notice.
• >Availability misses against the committed 99.5% monthly service level are remedied by service credits per the Terms of Service.

4. One-time purchases

• >À-la-carte and overage validation gates: covered by the dispute ladder above — a wrong resolution is re-run, credited, or refunded.
• >A request we return to you for missing information (a bounce) is a completed, billable cycle and is not refundable; a bounce caused by our own compilation failure is not billed in the first place.
• >Onboarding: refundable in full if we have not started readiness work; once G0 has begun, the fee is settled through its $500-per-month credit-back over the first three plan months.

5. How refunds are paid

Purchases are invoiced by ITWILLROCK Sp. z o.o., the company operating ExpertoVod, and paid by bank transfer. Approved refunds are paid by bank transfer back to the account the payment came from, normally within 5–10 business days of approval depending on your bank. Your invoice comes from ITWILLROCK Sp. z o.o.; questions about it reach the operator at support@expertovod.com.

6. Questions

support@expertovod.com, or use the contact form — or the Dispute control on the request in your portal, which is the fastest path because it lands directly in the operator's queue.