Refund Policy

1. Our Commitment

At Tampa Bay Library Consortium, we stand behind the quality of our CRM solutions and services. We want you to be completely satisfied with your purchase. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting one.

2. Free Trial Period

We offer a free trial period for new customers to experience our services before committing to a paid subscription. During this trial period:

• You have full access to all features of your selected plan
• No payment is required during the trial period
• You can cancel at any time before the trial ends without being charged
• Trial duration varies by plan (typically 14-30 days)
• Only one free trial per customer/organization

3. Refund Eligibility

Refunds may be issued under the following circumstances:

3.1 Monthly Subscriptions

• First Month: Full refund available within 14 days of your first payment
• Subsequent Months: Refunds are generally not provided for monthly subscriptions after the first month
• Service Issues: Refunds may be considered if we fail to meet our SLA commitments

3.2 Annual Subscriptions

• First 30 Days: Full refund available within 30 days of purchase
• After 30 Days: Pro-rated refund may be considered for unused months in exceptional circumstances
• Downtime Credits: Service credits for extended outages as per our SLA

3.3 Add-On Services

• Custom integrations: Refundable before work begins
• Training packages: Refundable if not yet scheduled or delivered
• Additional user licenses: Pro-rated refund for unused portion

4. Non-Refundable Items

The following are not eligible for refunds:

• Subscription fees after the refund eligibility period has passed
• Setup fees or onboarding charges (unless service was not delivered)
• Custom development work that has been completed
• Third-party integration fees paid to external providers
• Data migration services that have been performed
• Completed training sessions or consulting hours
• Fees for services already rendered

5. How to Request a Refund

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

6. Refund Processing Time

Once a refund is approved:

• Credit Card: 5-10 business days to appear on your statement
• PayPal: 3-5 business days
• Bank Transfer: 7-14 business days depending on your bank
• Other Payment Methods: Processing time varies by provider

7. Partial Refunds

In certain situations, partial refunds may be granted:

• Pro-rated refunds for annual subscriptions (after 30-day period)
• Unused add-on services or features
• Service credits for SLA violations
• Downgrade adjustments within the billing cycle

8. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your payment provider. Chargebacks can result in:

• Immediate suspension of your account
• Additional fees to cover chargeback processing costs
• Inability to use our services in the future
• Legal action to recover costs and damages

9. Service Credits

As an alternative to refunds, we may offer service credits in certain circumstances:

• Extended service outages beyond our SLA commitments
• Technical issues that significantly impact your use of the platform
• Goodwill gestures for service disruptions

Service credits can be applied to future subscription payments and do not expire as long as your account remains active.

10. Cancellation vs. Refund

It's important to understand the difference:

• Cancellation: Stops future billing but does not refund current period
• Refund: Returns payment for current or past billing periods (if eligible)
• You can cancel at any time through your account settings
• Cancellation takes effect at the end of your current billing period
• You retain access to services until the end of the paid period

11. Exceptional Circumstances

We understand that exceptional circumstances may arise. If you have a unique situation not covered by this policy, please contact our support team. We will review your case individually and work with you to find a fair solution.

Examples of Exceptional Circumstances:

• Medical emergencies or serious illness
• Business closure or bankruptcy
• Natural disasters or force majeure events
• Significant platform changes that affect your business

12. Data Export Before Refund

Before processing a refund and closing your account:

• You have 30 days to export all your data
• We provide tools to export customer data, reports, and files
• After 30 days, data may be permanently deleted
• We are not responsible for data loss after the grace period

13. Contact Information

For refund requests or questions about this policy:

• Email: info@tampabaylibraryconsortium.com
• Phone: +1 601-283-9314

14. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.