Refund & Cancellation Policy

This policy explains, in plain language, how you can cancel a dtcpilot subscription and when you can get a refund. It applies to all subscriptions sold by BPI VENTURES GLOBAL – FZCO ("dtcpilot", "we", "us" or "our") and forms part of our Terms of Service.

dtcpilot is sold to businesses only. Your fees, currency, billing interval and any usage limits are those set out in the order form or subscription plan you agreed to at signup (your "Order Form"). If your Order Form says something different from this policy, your Order Form applies.

1. Summary

2. How to cancel

An account owner can cancel in either of these ways:

• In the app: go to the billing settings at app.dtcpilot.io and choose to cancel your subscription; or
• By email: write to [email protected] from the account owner's email address, telling us which account or company you want to cancel.

We confirm every cancellation by email. If you do not receive a confirmation within one business day, please contact us again so that your request is not missed.

3. When cancellation takes effect

Cancellation stops your subscription from renewing. It takes effect at the end of your current billing period, and you keep full access to your plan until then. You will not be charged for any later period.

To avoid being charged for the next period, cancel before your renewal date. Your renewal date is shown in the billing settings of the app and on your most recent invoice or receipt.

If your Order Form includes a fixed commitment term or a notice period, cancellation takes effect at the end of that commitment term or notice period.

4. Refunds for unused time

Subscription fees are charged in advance for each billing period. When you cancel, we do not refund the unused part of the current billing period, and we do not refund fees for periods that have already started, unless:

• a refund is required by applicable law;
• your Order Form expressly provides for one; or
• our Terms of Service provide for one, for example if you end your subscription because of our uncured material breach, or because we retire a module you have prepaid for.

Usage-based charges, such as generation or rendering credits that have been used, are not refundable.

5. Annual plans

Annual plans are paid for a full year in advance, usually at a lower rate than monthly billing. You can cancel an annual plan at any time, and it will not renew at the end of the year, but we do not refund the remaining months of the year you have already paid for, except in the circumstances listed in section 4. We send a reminder before an annual plan renews.

6. Upgrades and downgrades

• Upgrades, such as adding a module, users or a company workspace, take effect immediately. We charge the difference for the rest of the current billing period on a pro-rata basis.
• Downgrades, such as removing a module or moving to a smaller plan, take effect at the start of your next billing period. You keep your current plan until then, and a downgrade does not create a refund or credit for the current period.

Before a downgrade takes effect, please export any data from modules you are removing, because features and data in those modules may no longer be available afterwards.

7. Failed payments

If a payment fails, we or our payment processor will notify you by email and automatically retry the charge over the following days. You can update your payment method at any time in the billing settings of the app. If the payment is still outstanding 14 days after our first notice, we may suspend access to paid features until it is paid. Your data is not deleted while your account is suspended for non-payment, and access is restored as soon as the balance is paid. If the balance remains unpaid, we may end your subscription, and the 30-day data export window described in section 12 then applies.

8. Billing errors and duplicate charges

If we charge you by mistake, for example a duplicate charge, a charge after you cancelled on time, or a charge for the wrong amount, we will refund the incorrect amount in full. Please report the error to [email protected] within 30 days of the charge and include the date, the amount and, if possible, the invoice or receipt number. We will investigate and respond within five business days. Errors reported more than 30 days after the charge will still be reviewed in good faith.

9. Service outages

If your Order Form includes a service level agreement, any service credits or other remedies for outages are set out in that agreement and are applied as stated there. Where no service level agreement applies, outages do not give rise to refunds or credits, except where our Terms of Service or applicable law provide otherwise. Outages of third-party platforms, such as ad platforms, e-commerce platforms or payment providers, are outside our control and do not give rise to refunds or credits.

10. Costs paid to third parties

Some costs connected with your use of dtcpilot are paid to other companies, not to us. We cannot refund them, and cancelling your dtcpilot subscription does not cancel them. They include:

• Ad spend paid directly to advertising platforms such as Meta, TikTok and Google, including spend resulting from campaigns, budgets or automation rules you set up in dtcpilot;
• Fees for third-party apps and platforms you connect to dtcpilot, such as your e-commerce platform, email or SMS provider, shipping or tax software; and
• Payment processing fees charged by payment processors on your own customers' transactions.

Before you cancel, please review and pause any active campaigns and automations in your ad accounts, because cancelling dtcpilot does not stop campaigns that are already running on those platforms.

11. Free trials

If we offer you a free trial, you will not be charged during the trial. If you added a payment method when you started the trial, your paid subscription starts automatically when the trial ends, and your first payment is taken then. To avoid being charged, cancel before the trial ends. Payments taken after a trial are subject to this policy in the same way as any other subscription payment.

12. Your data after cancellation

When your subscription ends, you have 30 days to export your data, using the export features in the app or by asking us at [email protected]. After those 30 days, we delete your data as described in our Privacy Policy and Data Processing Agreement, unless we are required by law to keep it. We cannot recover data after it has been deleted.

13. How refunds are paid

• Approved refunds are issued through our payment processor to the original payment method used for the charge. We cannot send refunds to a different card or account.
• Refunds are made in the currency of the original charge, for the amount charged, including any tax charged on that amount.
• Once issued, refunds usually appear within 5 to 10 business days. The exact timing depends on your bank or card issuer.
• We will email you when a refund has been issued.

14. Chargebacks and payment disputes

If you think a charge is wrong, please contact us at [email protected] before disputing it with your bank or card issuer. Most billing questions can be resolved quickly, and a refund from us reaches you faster than a chargeback.

If you do file a chargeback or payment dispute, it will be handled through our payment processor's dispute process, and we will provide the processor with the relevant records, such as your Order Form, invoices, usage and cancellation history. While a dispute is open, we may suspend your account. If a dispute is decided in our favor, the amount remains payable, and we may recover any dispute fees charged to us where the dispute was not made in good faith.

15. Changes to this policy

We may update this policy from time to time. We will post the updated version on this page with a new "Last updated" date and, for material changes, notify account owners as described in our Terms of Service. Changes do not affect refunds for charges made before the change took effect.

16. Contact

To cancel, request a refund or ask a billing question, email [email protected]. We aim to respond within one business day.