Refund Policy

1. General Refund Policy

Five Multimedia LLC d/b/a TicketHQ ("TicketHQ," "we," "our," or "us") provides this Refund Policy to govern refunds and cancellations for our software-as-a-service platform. This policy applies to all subscription plans and services offered through TicketHQ.

As a general principle, all fees paid for TicketHQ subscriptions are non-refundable, except as expressly stated in this policy or as required by applicable law. This is because our Service provides immediate access to valuable software tools and features upon subscription activation.

We encourage all prospective customers to take advantage of our 14-day free trial to evaluate the Service before committing to a paid subscription.

2. 14-Day Free Trial

All new accounts are eligible for a 14-day free trial with full access to all features in your selected plan tier. During the trial period:

• Payment information (credit card) is required to start the trial
• You will not be charged during the 14-day trial period
• You have full access to evaluate all features
• You can cancel at any time during the trial without being charged
• Your data will be retained for 30 days after trial ends for potential account activation

Trial to Paid Conversion: If you do not cancel before the trial ends, your account will automatically convert to a paid subscription and your payment method will be charged the applicable subscription fee.

Important: The start of your free trial marks the beginning of your "service start date" for purposes of the 30-day refund eligibility period described in Section 3 below.

It is your sole responsibility to cancel before the trial ends if you do not wish to continue with a paid subscription.

3. 30-Day Money-Back Guarantee

How the 30-Day Guarantee Works:

• Service Start Date: Your 30-day refund eligibility period begins on the day you start your free trial (not when your first payment is processed).
• During Free Trial: You may cancel at any time during your 14-day free trial without being charged.
• After Trial Conversion: If your trial converts to a paid subscription and you request a refund within 30 days of your original service start date, you are eligible for a full refund of amounts paid.
• After 30 Days - No Refunds: Once your 30-day refund eligibility period has expired, no refunds will be provided under any circumstances, including for monthly subscriptions, annual subscriptions, or subscription renewals. You may cancel your subscription, and it will remain active until the end of the current billing period, but you will not receive a refund for any unused portion.

Example: If you start your free trial on January 1st, your 30-day refund eligibility runs through January 31st. If your trial converts to paid on January 15th and you request a refund on January 25th, you are eligible for a full refund.

4. Monthly Subscription Refunds

For monthly subscription plans:

• Within 30 Days of Service Start: Full refund available as described in Section 3 above.
• After 30 Days: No refunds will be provided for partial months or any remaining portion of your billing period.
• Subsequent Billing Cycles: Refunds are not available for subscription renewals after the initial 30-day period. It is your responsibility to cancel before the renewal date if you do not wish to continue.

5. Annual Subscription Refunds

For annual subscription plans:

• Within 30 Days of Service Start: Full refund available as described in Section 3 above.
• After 30 Days: Pro-rata refunds for unused months may be considered on a case-by-case basis at our sole discretion. There is no guarantee of any refund after 30 days.
• Annual Renewals: Refunds for annual subscription renewals are generally not available. It is your responsibility to cancel before the renewal date.

Early Cancellation: If you cancel an annual subscription before the term ends, you will retain access until the end of your paid period, but you are not entitled to any refund for the remaining months (unless within the initial 30-day refund period).

6. Enterprise and Custom Plans

Enterprise and custom plans have specific terms negotiated at the time of agreement. Refund and cancellation terms for these plans are governed by your individual contract or Master Service Agreement (MSA).

Please refer to your specific contract for applicable refund terms, or contact your dedicated account manager for assistance.

7. Non-Refundable Items

The following are NOT eligible for refunds under any circumstances:

• Setup fees, onboarding charges, or implementation fees (if applicable)
• Additional user seat fees or account overage charges
• Accounts terminated for Terms of Service violations
• Accounts terminated for fraudulent activity or chargebacks
• Partial month usage after the applicable refund period
• Subscription renewals (monthly or annual)
• Plan downgrades (no refund of difference)
• Time or features already used during the subscription period
• Any charges disputed through your bank or payment provider (chargebacks)

8. Cancellation Policy

You may cancel your subscription at any time through your account settings or by contacting our support team. Upon cancellation:

• Your subscription remains active until the end of the current billing period
• You will continue to have full access to all features until the end date
• No future charges will be applied after cancellation is confirmed
• You are not entitled to any refund for the remaining portion of your billing period
• Your data will be retained for 30 days after the end of your subscription for potential reactivation
• After 30 days, your data may be permanently deleted

Automatic Renewal: All subscriptions automatically renew unless cancelled before the renewal date. You are responsible for cancelling if you do not wish to be charged for the next billing cycle.

9. Chargebacks and Payment Disputes

10. How to Request a Refund

If you believe you are eligible for a refund under this policy, please follow these steps:

1. Email our billing team at billing@tickethq.io with the subject line "Refund Request"
2. Include your account email address and the reason for your refund request
3. Provide any relevant details or documentation supporting your request
4. We will review your request and respond within 5 business days
5. If approved, refunds are processed within 5-10 business days

Refund requests must be submitted within the applicable refund period. Late requests will not be considered.

11. Refund Processing

Approved refunds are processed as follows:

• Refunds are credited to the original payment method used for the purchase
• Processing time is typically 5-10 business days, depending on your bank or card issuer
• Refunds may take an additional billing cycle to appear on your statement
• We are not responsible for delays caused by your financial institution

If your original payment method is no longer valid, we will work with you to find an alternative refund method, which may include account credit.

12. Service Credits vs. Refunds

In certain circumstances, we may offer service credits (account credit toward future subscription periods) instead of monetary refunds. Service credits:

• Are non-transferable and have no cash value
• Must be used within 12 months of issuance
• Cannot be combined with other promotions or discounts
• Are forfeited if your account is terminated for any reason

13. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of the Service after changes are posted constitutes acceptance of the modified policy.

Material changes will be communicated via email to active subscribers at least 30 days before taking effect.

14. Legal Compliance

This Refund Policy is designed to comply with applicable consumer protection laws. If any provision of this policy conflicts with mandatory local consumer protection laws, the local laws shall prevail to the extent of the conflict.

Nothing in this policy affects your statutory rights under applicable law.

15. Contact Us

For questions about this Refund Policy or to request a refund, please contact us:

We aim to respond to all billing inquiries within 2 business days.