Refund & Cancellation Policy

1. Scope

This Refund and Cancellation Policy forms part of the Terms of Service between you and Trendifyr Tech (Private) Limited, and applies to paid DeskTunnel subscriptions purchased through https://www.desktunnel.com. The free plan costs nothing and nothing in this policy applies to it.

Where you have bought through a reseller or under a separate written agreement, that agreement’s terms govern instead.

2. Cancelling

You can cancel at any time by either:

• using the billing portal on our website (sign in with your DeskTunnel e-mail and password); or
• writing to [email protected] from the e-mail address on the account.

What cancelling does. It stops the subscription renewing. Your plan continues to the end of the period you have already paid for, and your paid features remain available until then. After that the account reverts to the free tier: the management dashboard and unattended access to your organisation’s devices stop, and DeskTunnel keeps working as the free edition. You can change your mind before that date, or restart the subscription later, from the billing portal.

A refund ends the subscription. When we refund a payment, the subscription it paid for ends when the refund is made, together with its paid features and unattended access.

What cancelling does not do. It does not, by itself, refund the current period — see sections 3 and 4 — and it does not delete your account or your data. To have your data deleted, ask us under the Privacy Policy.

3. The 14-day guarantee

If you are not satisfied with DeskTunnel, write to us within fourteen (14) days of your first payment and we will refund it, less the non-refundable payment processing fee (section 5).

Conditions, which we keep deliberately few:

• it applies to a first purchase on an account, not to a renewal;
• it applies once per customer, not once per account;
• we will ask you what went wrong. Not to argue with you — to find out whether it is something we can fix.

We do not require you to prove a fault. “It is not what I needed” is a sufficient reason within those fourteen days.

4. Statutory cancellation rights

If you are a consumer, you may have cancellation rights given to you by law. Those rights apply in addition to section 3, and nothing in this policy reduces them.

In the European Union and the United Kingdom, a consumer buying digital services at a distance ordinarily has a fourteen-day right to withdraw. Where you ask for the service to begin immediately and acknowledge that you lose that right once it has been fully performed, the right may be lost or reduced accordingly — but our section 3 guarantee covers substantially the same ground, so in practice you are no worse off.

If the mandatory consumer law of your country gives you something better than this policy, that law applies and we will honour it.

5. What is not refundable

The payment processing fee is non-refundable. Our payment processor (SafePay) charges us a fee, plus any tax on it, for processing each payment, and keeps that fee when the payment is refunded. We therefore deduct it from every refund under this policy, including the section 3 guarantee and a refunded trial charge: you receive the amount you paid less that fee. We will tell you the amount deducted when we approve the refund.

We do not deduct it:

• when we refund because of a fault on our side (section 9) or because we end your subscription (section 11);
• when we refund a transaction confirmed as fraudulent (section 10); or
• where the law requires a full refund (section 4).

In addition, outside section 3 and section 4, and except where the law requires otherwise:

• Part-used periods. We do not pro-rate a refund for the unused part of a month or year after cancellation. You keep the service to the end of it instead.
• Renewals. A renewal is not a first purchase. We send a reminder before an annual renewal; if one takes you by surprise, tell us within seven days and we will usually sort it out, but it is a courtesy and not a right under this policy.
• Unused seats. Buying more seats than you use is not grounds for a refund. Reduce them from the billing portal; the reduction takes effect at the next renewal.
• Accounts terminated for breach. Where we terminate under section 21 of the Terms of Service for a material breach — in particular a breach of the authorisation rule or of the Acceptable Use Policy — fees already paid are not refunded, to the extent the law allows.
• Third-party costs. Bank charges, currency-conversion losses and card-issuer fees are between you and your bank.

6. Trials and coupons

6.1 When a trial ends

A trial coupon gives you a stated number of free months. At the end of it your subscription continues automatically at the list price of your plan. It is not cancelled. We will e-mail you before the first charge. If you do not wish to continue, cancel before the trial ends and nothing is taken.

If a charge is taken at the end of a trial and you tell us within fourteen (14) days that you did not intend to continue and have not used the paid features since, we will refund it.

6.2 Discounts

A discount coupon reduces the amount charged, once, for a number of months, or for the lifetime of the subscription. A refund of a discounted payment refunds the amount you actually paid, less the payment processing fee where section 5 applies, never the list price.

A lifetime discount lasts as long as that subscription does. If you cancel and later resubscribe, it does not revive unless we confirm in writing that it does.

6.3 Coupons have no cash value

A coupon cannot be redeemed for money, exchanged or transferred. If a subscription that used a coupon is refunded, we may treat the coupon as consumed.

7. Changing plan mid-period

Upgrading takes effect immediately. We charge the difference for the remainder of the current period.

Downgrading takes effect at the end of the period you have paid for, so you keep what you bought. We do not refund the difference. Check that your usage fits the lower plan’s limits before the change takes effect.

Adding seats takes effect immediately. We charge for the added seats for the days left in the current period only; from the next renewal they are billed with the others.

Removing seats takes effect at your next renewal, so you keep the seats you have paid for until then. We do not refund seats for the current period.

8. How a refund is paid

• To the original payment method. Always. We cannot send a refund to a different card, account or person.
• Timing. We submit the refund within five (5) business days of approving it. Your bank or card issuer then takes its own time, typically a further five to ten business days — and occasionally up to thirty for an international card. That part is outside our control.
• Currency. Refunds are made in the currency of the original payment. If your card was charged in another currency, exchange-rate movement between the payment and the refund may mean you receive slightly more or less than you paid. We refund the original amount (less the payment processing fee where section 5 applies), not the original value.
• Taxes. Where tax was charged on the subscription it is refunded with the subscription fee.

9. If the Service fails

We do not publish a service level on the standard plans, and we do not operate automatic service credits. That said, if a fault on our side prevented you from using the Service for a material period, tell us and we will put it right — ordinarily by extending your subscription by the affected period, or by refunding it if you would rather.

This does not cover an inability to connect caused by your own network, your firewall, your internet provider, your antivirus software, or a device being switched off.

10. Chargebacks

Please talk to us first. Almost every refund request is settled by e-mail in a day or two, which is faster than any bank.

If you raise a chargeback without contacting us, we may suspend the account while it is investigated, and we will provide the payment processor with the account and transaction records. Where a chargeback is upheld against us in circumstances this policy does not provide for, we may decline to serve the account in future.

If you believe your card has been used fraudulently, contact your bank immediately and tell us at [email protected]. We will refund a confirmed fraudulent transaction without argument.

11. If we end your subscription

Where we terminate or suspend your subscription for a reason other than your breach — for example because we withdraw the Service or a plan — we will refund the unused part of what you have paid, pro rata.

Where we terminate for your material breach of the Terms of Service, section 5 applies and fees are not refunded.

12. How to ask

Write to [email protected], or use the contact form, from the e-mail address on the account. You can also call or WhatsApp us on +92 333 6683883. Please include:

• the e-mail address or organisation name on the account;
• the approximate date and amount of the payment, or the payment reference;
• whether you want a refund, a cancellation, or both;
• what went wrong, if anything did.

We acknowledge refund requests within two (2) business days and decide within five (5) business days. If we decline, we will tell you why and what, if anything, we can do instead.

Trendifyr Tech (Private) Limited
Pakistan
[email protected]
+92 333 6683883 (calls and WhatsApp)