Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy explains our policies and procedures regarding subscription cancellations, refunds, and downgrades for the AV Management Suite platform.

2. Free Trial Period

We may offer a free trial period for new customers to evaluate the Service.

• Duration: Typically 14 days (may vary based on promotional offers)
• Cancellation: You can cancel anytime during the trial without charge
• Auto-Conversion: If not canceled, your trial will convert to a paid subscription
• Payment: Your payment method will be charged when the trial ends

3. Cancellation Policy

3.1 How to Cancel

You can cancel your subscription at any time through:

• Account Settings → Billing → Cancel Subscription
• Contacting support@lavtsupply.com with cancellation request

3.2 When Cancellation Takes Effect

• Monthly Subscriptions: Effective at the end of the current billing month
• Annual Subscriptions: Effective at the end of the current billing year
• Access: You retain full access until the end of your paid period
• Auto-Renewal: Cancellation stops future billing but does not provide a refund

3.3 Data After Cancellation

After your subscription ends:

• 30-Day Grace Period: Your data remains accessible in read-only mode
• Data Export: Download all your data during this period
• Permanent Deletion: Data is deleted after 30 days (except audit logs)
• Reactivation: You can reactivate within 30 days without data loss

4. Refund Policy

4.1 General Refund Policy

We operate on a "no refunds" policy for subscription fees. All sales are final.

When you subscribe, you are charged for access to the Service for the entire billing period. Cancellation stops future charges but does not provide a refund for the current period.

4.2 Exceptions to No-Refunds Policy

We may provide refunds in the following exceptional circumstances:

• Billing Errors: If you were incorrectly charged or charged twice
• Service Unavailability: Extended outages exceeding SLA commitments (see Service Credits)
• Fraudulent Charges: Unauthorized charges on your account
• Technical Issues: Inability to access the Service due to our technical problems (not user error or internet connectivity)

4.3 30-Day Money-Back Guarantee (New Customers Only)

First-time customers who purchase an annual subscription may request a full refund within 30 days if the Service does not meet their needs.

4.4 How to Request a Refund

To request a refund for qualifying circumstances:

1. Email support@lavtsupply.com with subject "Refund Request"
2. Include your account email and transaction ID
3. Explain the reason for the refund request
4. Provide supporting documentation if applicable

We will review and respond within 5-7 business days. Approved refunds are processed within 10 business days to your original payment method.

5. Downgrades and Upgrades

5.1 Upgrading Your Plan

• Immediate Effect: Upgrades take effect immediately
• Prorated Billing: You are charged the prorated difference for the remainder of the billing period
• Features: Access to new features and increased limits immediately

5.2 Downgrading Your Plan

• End of Period: Downgrades take effect at the end of your current billing period
• No Prorated Refund: No refund for unused time on the higher-tier plan
• Feature Loss: Some features may become unavailable after downgrade
• Data Limits: Ensure your data fits within new plan limits before downgrading

5.3 Switching Billing Cycles

• Monthly to Annual: Switch anytime; annual billing starts at next renewal
• Annual to Monthly: Takes effect when annual period expires; no early termination or prorated refund

6. Service Credits (Alternative to Refunds)

Instead of refunds for service availability issues, we provide service credits as outlined in our Service Level Agreement (SLA).

Service credits are applied to your next billing cycle and can be used to offset subscription costs.

7. Payment Failures and Account Suspension

7.1 Failed Payments

If your payment method fails:

• We will attempt to charge your payment method up to 3 times
• You will receive email notifications about failed payments
• Update your payment method in Account Settings → Billing

7.2 Account Suspension

If payment issues are not resolved within 10 days:

• Your account will be placed in read-only mode
• After 30 days of non-payment, your account will be suspended
• Data may be deleted after 60 days of non-payment

7.3 Reactivation

To reactivate a suspended account:

• Pay all outstanding balances
• Provide valid payment method for future billing
• Contact support to restore access

8. Disputed Charges and Chargebacks

If you dispute a charge with your bank or credit card company:

• Contact Us First: Please contact support@lavtsupply.com before initiating a chargeback
• Chargeback Fees: We may charge a $25 fee for processing chargebacks
• Account Suspension: Your account may be suspended during chargeback investigation
• Evidence Submission: We will provide transaction evidence to your payment provider

Most billing issues can be resolved quickly by contacting us directly, avoiding chargeback fees and account disruption.

9. Enterprise and Custom Plans

Enterprise customers with custom agreements may have different refund and cancellation terms as specified in their contract. Contact your account manager for details.

10. Contact Information

For questions about refunds, cancellations, or billing: