Refund Policy

This Refund Policy explains when PHILECOM LTD ("we", "us") will and will not issue refunds for purchases made on the Scalecom platform (scalecom.pro). By subscribing to or purchasing any paid product on Scalecom, you agree to this policy.

We aim to be fair and transparent. If you have any concerns about a charge, please contact us at [email protected] before initiating a dispute with your bank or payment provider.

7-Day Satisfaction Guarantee (New Subscriptions)

If you subscribe to a paid plan (Starter, Growth, or Pro) for the first time and are not satisfied, you may request a full refund within 7 calendar days of your initial payment. To qualify:

• This must be your first paid subscription on Scalecom
• You must contact us at [email protected] within 7 days of the charge
• Refunds under this guarantee are limited to one per customer

After 7 days, subscription payments are non-refundable. You retain access to the plan for the remainder of the paid period.

Renewals

Subscriptions renew automatically. Renewal charges are non-refundable. To avoid being charged for the next period, cancel your subscription at least 24 hours before the renewal date from the Subscription page in your dashboard.

Annual Subscriptions

Annual subscription payments are eligible for a pro-rated refund within the first 30 days if you cancel. After 30 days, annual payments are non-refundable.

Points purchased as one-off top-ups are non-refundable once any portion of the points has been used. If you purchase a points pack and have not used any points, you may request a refund within 48 hours of purchase.

• Unused points from a points purchase: refundable within 48 hours
• Partially used points packs: non-refundable
• Points included in a subscription (monthly allocation): non-refundable and do not roll over
• Unused separately purchased top-up points remain in your balance across subscription renewals or cancellation
• Complimentary free points: not eligible for refund or cash conversion

If the Scalecom platform experiences a significant, verified outage of 24 consecutive hours or more due to causes within our control, affected subscribers may request a pro-rated credit to their account for the impacted period. Credits are issued at our discretion and are not automatically applied.

Scheduled maintenance, third-party service outages (e.g. Shopify API, OpenAI, Stripe), or disruptions caused by circumstances beyond our control (force majeure) are not grounds for a refund or credit.

If you have been charged twice for the same subscription or purchase in error, contact us immediately at [email protected] with your transaction ID. Duplicate charges will be refunded in full within 5 business days.

To request a refund, email us at [email protected] with the following information:

• Your registered email address
• The date and amount of the charge
• A brief reason for your refund request
• Your Stripe payment ID or receipt number (found in your billing confirmation email)

We will acknowledge your request within 2 business days and aim to resolve it within 5 business days.

Approved refunds are processed via the original payment method through Stripe. Depending on your bank or card issuer, refunds typically appear within 5–10 business days after we process them. International payments may take longer.

We do not issue refunds in cash, cryptocurrency, or alternative payment methods. Refunds are issued in the original purchase currency (USD).

Before initiating a chargeback with your bank or credit card provider, please contact us first. We are committed to resolving issues fairly and quickly. Chargebacks initiated without first contacting us may result in account suspension while the dispute is investigated.

If you are a consumer based in the United Kingdom, you may have rights under the Consumer Rights Act 2015. For digital services, the right to a refund may apply if the service is not as described or not fit for purpose. These statutory rights are not affected by this policy.

For free trial accounts or accounts using complimentary points only, no payment has been taken and refund provisions do not apply.

We may update this Refund Policy at any time. The updated version will be posted on this page with a revised date. Changes do not affect refund requests made before the update date.

For refund requests or billing questions:
Email: [email protected]
PHILECOM LTD, Office 17375, 182–184 High Street North, East Ham, London, E6 2JA, United Kingdom