Cancellation & Refund Policy

What this policy covers

This page explains how cancellations and refunds work across every paid product we operate at VividSphere LLP — PrimeBase (web, iOS, Android, portals, APIs) and Pocket CRM (iOS, Android), on monthly, annual, and multi-year plans.

Payment can be made through various payment methods we have available — cards (Visa, Mastercard, American Express and others), digital wallets (PayPal, Apple Pay, Google Pay), and local payment methods supported in your region. PrimeBase iOS and Pocket CRM iOS subscriptions purchased through the Apple App Store, and Android subscriptions purchased through Google Play, are governed by those stores' own billing and refund rules.

It is part of, and read together with, our Terms of Service, §10. If you bought through a written order form, the cancellation and refund terms in that order form take precedence where the two conflict.

How to cancel

Cancellation stops the next renewal. The rest of your paid term keeps working as normal — users keep logging in, portals keep responding, data keeps exporting — right up to the renewal date you would otherwise have been charged on.

2.1 In-product (fastest)

• Open Settings › Billing › Subscription as a workspace admin.
• Click Cancel subscription. Pick a reason if you feel like it; skip it if you don't.
• You'll see a confirmation screen with your exact end-of-service date and a one-click Undo link that stays live until that date.
• A receipt email goes to every admin within a minute.

2.2 By email

If you don't have admin access (it changed hands, the original admin left, the workspace is locked), email support@primebase.io from any address on file with a one-line request. We verify ownership against the billing contact and process the cancellation within one business day.

2.3 Through the app stores

Subscriptions bought through the Apple App Store or Google Play are governed by those stores' cancellation rules and must be cancelled from there. We can't see, change, or refund those charges directly — but we'll happily walk you through the relevant store flow if you write to us.

2.4 What we don't do

• No phone-only cancellations. Every path that creates a subscription has a matching one-click path that ends it.
• No “retention specialist” calls. We don't gate cancellation behind a conversation.
• No dark patterns — the cancel button is the same weight and colour as the rest of the billing controls.

Refund windows

Two windows cover the overwhelming majority of refund requests. If yours doesn't fit cleanly into either, write to us anyway — we'd rather get the answer right than win on a technicality.

3.1 30-day money back

You can request a full refund within 30 calendar days of any charge — monthly or annual, first purchase or renewal — for any reason. Email support@primebase.io with your invoice number. We don't ask why.

The refund is sent back to your original payment method and typically clears within 5–10 business days, occasionally up to 15 depending on your bank or payment provider.

3.2 Correction refund — we billed wrong

Duplicate charges, charges after cancellation, charges to an old card after you switched, charges in the wrong currency, a trial that converted when you'd already turned auto-renew off — we refund the full amount, as long as you flag it within 60 days of the statement date (longer if your bank statement only surfaced it later).

Refund matrix

The common cases, what we do, and how long it takes. “Business day” means Monday–Friday excluding bank holidays; refunds initiated on weekends are processed the next working day.

Trials and free plans

Free trials never auto-charge silently. You add a card only if you want to keep going past the trial, and we send two reminder emails — seven days and one day before conversion — with a one-click Don't convert link in each.

5.1 Trial-to-paid conversion

If a trial does convert and you didn't mean for it to, write to support@primebase.io. We refund in full and downgrade the workspace back to free, no friction.

5.2 Free plans

Free plans have nothing to refund — there's no charge. Cancelling a free plan is just closing the workspace; data handling follows §08.

Downtime and SLA credits

SLA credits apply only where your subscribed plan explicitly includes an SLA. If your plan does not mention an SLA or uptime guarantee, this section does not apply to you — check your plan details or write to support@primebase.io if you're unsure.

Where an SLA is included in your plan, we target 99.9% monthly availability for the core production Service, excluding scheduled maintenance announced at least 48 hours in advance. When we miss it, we credit you automatically — you don't have to ask.

Credits are applied to the next invoice by default. If you'd prefer cash, write to billing and we'll refund to the original payment method instead. SLA credits are the exclusive remedy for downtime under plans that include an SLA.

Chargebacks and disputes

If something on your card statement doesn't look right, please write to us before filing a chargeback. We can almost always resolve it faster than your bank can — usually inside one business day, sometimes within the hour.

7.1 Filing a dispute with us

Email support@primebase.io with the invoice number, the date of the charge, and a one-line description of what looks wrong. We respond within one business day with either a refund, a corrected invoice, or a written explanation.

7.2 Bank chargebacks

If you file a chargeback before contacting us, the workspace enters read-only mode while the dispute is open. We'll respond to the bank with documentation and reach out to you in parallel. When the dispute closes, the workspace goes back to normal, and any refund owed is netted against the chargeback amount.

What happens to your data

Cancelling stops billing. It does not, by itself, delete anything — your data stays exactly where it is until your paid term ends, so you can come back, export, or change your mind.

8.1 During the paid term

Full read/write access. Add and remove users, run reports, export, archive. The product behaves identically to a non-cancelled workspace.

8.2 After the term ends

The workspace enters a 30-day read-only grace window. You can log in, export CSV and PDF for any record, hand off portal control, and reverse the cancellation with one click if you want to keep going. No new edits, no new users, no new portal traffic.

8.3 Hard deletion

After the 30-day grace, Customer Content is hard-deleted within seven days, except where law requires us to retain specific records longer. Backup tapes overwrite within 35 days. The exact retention map is in our Privacy Policy, §07.

8.4 Early deletion on request

If you'd rather we delete sooner, an admin can request immediate hard-deletion in writing. We'll confirm, run it, and send a deletion certificate within five business days.

Timing and method

Refunds always go back to your original payment method.

• Cards (Visa, Mastercard, American Express, and others) · initiated within 5 business days, typically visible on your statement in 5–10 business days, occasionally up to 15 depending on your bank.
• Digital wallets and local payment methods (PayPal, Apple Pay, Google Pay, bank debits, regional methods) · refunded to the source account, typically within 3–10 business days.
• Apple App Store / Google Play · per the store's published refund policy; we don't see those funds.

Currencies match the original charge. Refunds for charges in foreign currency are returned at the original processed amount, not adjusted for FX movement since the charge was placed.

What's non-refundable

Outside the 30-day window in §3.1, the short list of things we don't refund:

• One-time setup, onboarding, or migration fees once the work has been delivered.
• Custom development billed against a statement of work, once the deliverable has been accepted in writing.
• Third-party pass-through charges — SMS, voice, mapping, e-sign, payment-gateway fees — that we paid out on your behalf.

Where law gives you a stronger right (a statutory cooling-off period, a consumer protection rule), that right always wins over this list.

Enterprise plans and order forms

If your subscription is governed by a signed order form, the cancellation and refund terms in that order form — including any negotiated termination-for-convenience window, notice period, or true-up — control. This page fills in anything the order form doesn't address.

Multi-year prepayments are refundable for the unused, unstarted years on written notice, subject to any committed-spend or discount clawback explicitly listed in your order form. We'll work the numbers with you in writing before any money moves either way.

Changes to this policy

We update this page when we change how billing actually works — new payment methods, new currencies, a revised SLA. We change the “Last updated” date at the top whenever we do.

• Clarifications (typos, links, examples) take effect immediately.
• Material changes (anything that narrows a refund window, raises a non-refundable category, or changes the SLA credit table) are emailed to workspace admins at least 30 days before they take effect, and they apply only to invoices generated after the effective date — never retroactively.

Contact and escalation

Every billing email is read by a real person on the finance and engineering team. First response within one business day; most refund decisions come back same-day.

• Billing & refunds · support@primebase.io
• Disputes & escalation · support@primebase.io — goes to the partner on duty
• Postal address · VividSphere LLP, L-148, 5th Main Road, Sector 6, HSR Layout, Bangalore South, Bangalore - 560102, Karnataka, India

13.1 If you don't hear back

If a refund request goes unanswered for more than two business days, reply-all to the original thread with the word escalate in the subject line. That auto-routes to a partner on duty and we'll respond the same business day.

13.2 External escalation

Customers in the EU/UK have rights under local consumer law that apply on top of this policy. Customers elsewhere have whatever rights local consumer law gives them. Nothing on this page limits a right you have under the law of where you live.