Refund and Cancellation Policy

Introduction

This Refund and Cancellation Policy applies to purchases of Monicrew subscriptions, plans, add-ons, usage credits, and related services.

Please read this policy carefully before purchasing a Monicrew subscription or other paid service. It explains when refunds may be available, how cancellations work, and circumstances where charges are non-refundable.

By purchasing a Monicrew service, you agree to this Refund and Cancellation Policy together with our Terms of Service.

General Terms

If you experience a problem after purchasing a Monicrew service, we encourage you to contact our support team before requesting a refund.

Our normal process is to review the issue, understand the reason for the request, and attempt to resolve any technical, billing, or account-related problem.

Where the issue cannot reasonably be resolved and the refund request meets the conditions described in this policy, Monicrew may approve the refund.

Submitting a refund request does not automatically guarantee that a refund will be issued.

Terms of Refund

Refund requests are subject to this Refund Policy and will be considered only where the applicable eligibility requirements are satisfied.

14-Day Refund Period

Requests for a refund of an initial subscription purchase or eligible plan change must generally be submitted within 14 days of the relevant purchase date.

Requests submitted after the 14-day period will normally not qualify for a refund unless required by applicable law.

Submitting a Refund Request

To request a refund, contact Monicrew through our general support channel:

support@monicrew.com

Your request should include enough information for us to identify the relevant account and transaction.

We may request additional information when necessary to verify your identity, account ownership, billing details, or the circumstances of the refund request.

One Refund Per Transaction

A refund request for a particular transaction will generally be considered only once.

Once a refund decision has been made for a transaction, additional compensation or repeated refund requests for the same transaction may not be accepted unless new relevant information becomes available or applicable law requires otherwise.

Review of Refund Requests

Monicrew will review eligible refund requests within a reasonable period after receiving the necessary information.

Where additional investigation is required, resolution may take longer depending on the circumstances.

Add-Ons and Usage-Based Services

Where Monicrew offers separately purchased add-ons, credits, additional seats, extended retention, or other usage-based features, a refund request must normally be submitted within the applicable refund period and before the purchased service or credits have been substantially used.

Once an add-on or usage-based service has been consumed, processed, activated, or delivered, the related purchase may become non-refundable.

Cancellation Policy

Cancelling your Monicrew subscription does not automatically create or guarantee a refund.

If you believe you qualify for a refund, you must separately submit a refund request through Monicrew support.

Cancelling Before Renewal

If you no longer want to continue your subscription, cancel it before your next billing or renewal date.

After cancellation, your subscription will normally remain available until the end of the current paid billing period unless otherwise stated in your plan.

You will not normally be charged again after the cancellation becomes effective.

Mid-Billing-Period Cancellation

Cancelling your subscription during an active billing period does not normally result in a prorated refund for the unused portion of that billing period.

Your account may continue to have access to paid features until the end of the period that has already been paid for.

Account Data After Cancellation

After your subscription or account is terminated, access to paid features may end according to your billing period and account status.

Customers are responsible for exporting any data they wish to retain before permanent account deletion.

Monicrew may delete account-related data according to our data-retention and deletion procedures after the applicable retention period.

Non-Refundable Charges

Refunds will generally not be provided where the reason for the request is outside Monicrew’s reasonable control or where the relevant service has already been used.

Non-refundable situations may include, but are not limited to, the following.

Used Subscription Services

Refunds may not be available where the customer has substantially used the Monicrew subscription during the relevant billing period, including extensive use of tracking, reporting, attendance, or related functionality.

Seats Already Provisioned

Charges associated with user seats that have been provisioned and used during a billing period are generally non-refundable, because the service for those seats has already been delivered.

Usage Credits

Where Monicrew offers prepaid credits, usage balances, or similar services, amounts that have already been used are non-refundable.

Unused credits may also be subject to separate expiration, cancellation, or refund rules displayed when purchased.

Data Storage and Retention Add-Ons

Charges for extended data retention or additional storage that has already been provided for a billing period are generally non-refundable.

Onboarding and Implementation Services

Where onboarding, migration, configuration, or training services have already been delivered, the associated charges are generally non-refundable.

Third-Party Provider Charges

Charges already incurred through external providers in connection with the customer’s requested activity may be non-refundable where those costs cannot reasonably be recovered by Monicrew.

Plan Downgrades

Downgrading from a higher-priced plan to a lower-priced plan does not normally result in a refund for the unused portion of the existing billing period.

The lower-priced plan may become effective from the next billing period unless otherwise stated.

Mid-Month or Mid-Cycle Cancellation

No prorated refund will normally be provided solely because a subscription is cancelled before the end of its current monthly, annual, or other billing cycle.

Unused Accounts

Refunds will not normally be provided solely because:

• The customer did not use the account
• The customer forgot about the subscription
• The customer did not deploy the monitoring agent
• The customer did not log into the platform
• The customer no longer needs the service

Customers are responsible for cancelling subscriptions they no longer intend to use.

Change of Mind

Refunds will generally not be provided after the applicable refund period for reasons such as:

• "I changed my mind."
• "I don't need Monicrew anymore."
• "I forgot to cancel."
• "I purchased the wrong plan."
• "I purchased the service accidentally."
• "I didn't use the service enough."

Where such a request is submitted within the applicable refund window, Monicrew may review it under the normal refund procedure.

Failure to Meet Technical Requirements

Monicrew is not responsible for failures caused by a customer’s unsupported or incorrectly configured device, operating system, browser, or network.

Refunds may not be issued where access or functionality is affected by:

• Unsupported operating systems
• Unsupported or unmanaged devices
• Outdated software
• Missing operating system permissions required by the agent
• Local firewall restrictions
• VPN configurations
• Antivirus or endpoint security software blocking the agent
• Customer network restrictions
• Insufficient internet connectivity

Internet or Network Problems

Refunds will generally not be provided for inability to access Monicrew caused by:

• Internet connection failures
• Internet service provider outages
• Local network problems
• Wi-Fi failures
• VPN problems
• Firewall restrictions
• DNS problems
• Customer-side network configurations

Device and Operating System Restrictions

Monicrew agents depend on permissions and interfaces provided by the operating system on each device.

Refunds will generally not be issued solely because of:

• Operating system updates that change or remove permissions
• Permissions the customer has not granted on a device
• Device management policies that block installation
• Restrictions applied by a virtual machine or remote desktop environment
• Mobile platform limitations on background activity
• Endpoint security software preventing the agent from running

Completeness of Tracking Data

Monicrew provides tools designed to record working time and activity, but we do not guarantee that every minute of work is captured.

Refunds will not normally be provided because:

• Work performed away from a monitored device was not recorded
• An application or website was categorised differently than expected
• Idle detection did not match a person’s working pattern
• A screen capture failed on a particular device
• Offline sessions took time to reconcile
• Productivity scores did not match a manager’s expectation

Tracking completeness depends on many factors outside Monicrew’s control.

Customer Configuration Errors

Refunds may not be available for issues resulting from incorrect customer configuration, including:

• Incorrect workspace or team settings
• Incorrect module configuration
• Incorrect activity categorisation
• Incorrect idle thresholds
• Incorrect shift or roster setup
• Incorrect project and task structures
• Misconfigured integrations
• Failure to follow setup instructions

Our support team may assist customers in resolving such issues where reasonably possible.

Inaccurate or Incomplete Workforce Records

Monicrew is not responsible for reporting problems caused by inaccurate, outdated, or incomplete employee records supplied by customers.

Refunds will not normally be issued because customer-provided records resulted in:

• Time allocated to the wrong project or team
• Incorrect attendance or shift reporting
• Missing people in reports
• Incorrect leave balances
• Misleading utilisation figures

Account Suspension for Policy Violations

No refund will normally be provided where an account is restricted, suspended, or terminated because of:

• Unlawful or covert monitoring
• Monitoring individuals without a lawful basis
• Fraud
• Abuse
• Malware
• Unauthorized data collection
• Harassment of monitored individuals
• Violation of Monicrew’s Terms
• Violation of our Acceptable Use Policy
• Other fraudulent or prohibited activity

Service Interruptions Beyond Our Control

Refunds will generally not be provided for temporary service disruption caused by circumstances outside Monicrew’s reasonable control.

These may include:

• Natural disasters
• Extreme weather
• Cyberattacks
• Internet infrastructure failures
• Cloud-provider outages
• Power outages
• Telecommunications failures
• Wars or civil disturbances
• Terrorism
• Strikes
• Pandemics
• Government restrictions
• Regulatory actions
• Other force-majeure events

Refund Procedure

To request a refund, contact:

support@monicrew.com

Please provide relevant account and purchase information so our team can review the transaction.

Once a complete refund request is received, Monicrew will normally review the request within seven business days.

Approval depends on factors including:

• Purchase date
• Subscription type
• Account activity
• Service usage
• Reason for the request
• Whether usage-based services have already been consumed
• Whether the issue was caused by Monicrew or by circumstances outside our control
• Applicable legal requirements

Where refund eligibility is unclear or disputed, Monicrew reserves the right to review the available evidence and determine eligibility according to this Refund Policy and applicable law.

Approved refunds will generally be returned using the original payment method where reasonably possible.

The time required for an approved refund to appear in your account may depend on your payment provider or financial institution.

Effects of Chargebacks

Customers should contact Monicrew support before initiating a chargeback so we have an opportunity to investigate and resolve the billing issue.

If a chargeback, payment dispute, payment reversal, or similar action is initiated relating to a Monicrew account, we may temporarily restrict or suspend the account while the matter is investigated.

If a chargeback is determined to be invalid or outstanding amounts remain unpaid, Monicrew may require those amounts to be paid before restoring access to paid services.

Where permitted by applicable law and our payment-provider agreements, the customer may also be responsible for reasonable costs associated with resolving improper payment disputes.

Service restoration following a chargeback may depend on:

• Resolution of the payment dispute
• Payment of outstanding balances
• Account compliance status
• Fraud or security review

Monicrew reserves the right to refuse reactivation where an account has been involved in fraudulent, abusive, or prohibited activity.

Subscription Renewals

Unless otherwise stated, paid subscriptions may automatically renew at the end of the applicable billing period.

The payment method associated with your account may be charged for the next billing period unless you cancel before the renewal date.

It is the customer's responsibility to manage their subscription and cancel unwanted renewals before the next billing date.

Failure to cancel before renewal does not automatically qualify the renewal charge for a refund.

Requests submitted within the applicable refund period may still be reviewed according to this policy.

Pricing and Plan Changes

Monicrew may change subscription prices, plan limits, or available features from time to time.

Where required, customers will receive reasonable notice of material pricing changes before they apply to an upcoming renewal.

A pricing change does not generally create a right to refund charges relating to a billing period that began before the new pricing became effective.

Exceptions Required by Law

Nothing in this Refund Policy is intended to remove consumer rights that cannot legally be waived.

If the laws applicable to you provide mandatory cancellation, cooling-off, or refund rights that are more favorable than this policy, those legal rights will apply.

Changes to This Refund Policy

Monicrew may update this Refund and Cancellation Policy periodically to reflect changes in:

• Our services
• Subscription plans
• Billing procedures
• Payment providers
• Product features
• Applicable laws and regulations

The most recent version will be published on our website together with an updated effective date.

Material changes may also be communicated through the application, website, or account-related communication.

Contact Us

For subscription cancellations, refund requests, billing concerns, or questions about this policy, contact:

support@monicrew.com or Live Chat. Our team is available 24/7 to support you.