Refund Policy

1. Eligibility for Refund

You may be eligible for a refund if:

• Your refund request is made within 14 days of your initial subscription
• You have not used more than 20% of your plan's included minutes
• This is your first subscription with MSP Triage
• You have not previously received a refund from us

2. Refund Calculation

2.1 Prorated Refunds

Refunds are calculated based on unused minutes and remaining subscription time:

• We calculate the value of minutes used at $0.60 per minute
• The refund amount equals your payment minus the value of minutes used
• Minimum refund amount is $50

2.2 Example Calculation

If you subscribed to the Starter plan ($299/month) and used 50 minutes:

• Minutes used: 50 × $0.60 = $30
• Refund amount: $299 - $30 = $269

3. Non-Refundable Items

The following are not eligible for refunds:

• Additional minute charges beyond your plan's included minutes
• Subscriptions after the 14-day refund period
• Enterprise custom plans (subject to separate agreement)
• Accounts terminated for Terms of Service violations

4. How to Request a Refund

To request a refund:

1. Email support@msp-triage.com with subject line "Refund Request"
2. Include your account email and reason for the refund
3. Our team will review your request within 2 business days
4. If approved, refunds are processed within 5-10 business days

5. Refund Processing

Approved refunds are processed through Stripe to your original payment method. Please note:

• Credit card refunds typically appear within 5-10 business days
• Bank transfer refunds may take up to 14 business days
• You will receive an email confirmation when the refund is processed

6. Subscription Cancellation

If you cancel your subscription after the 14-day refund period:

• Your subscription remains active until the end of the current billing period
• No prorated refunds are provided for partial months
• You retain access to your account and data until the end of the period
• Unused minutes do not roll over or carry monetary value

7. EU Consumer Rights

If you are a consumer in the European Union, you have additional rights under EU consumer protection laws. The 14-day refund period aligns with the EU's right of withdrawal. By using the Service, you acknowledge that:

• The service begins immediately upon subscription
• You expressly consent to the immediate performance of the service
• You understand that you lose your right of withdrawal once the service is fully performed

8. Disputes

If you believe a charge was made in error:

• Contact us at support@msp-triage.com before disputing with your bank
• We will investigate and respond within 5 business days
• Chargebacks for legitimate charges may result in account suspension

9. Contact Us

For questions about our refund policy or to request a refund:

MSP Triage
Email: support@msp-triage.com
Address: Strada Republicii 12, Brașov 500030, Romania