1. Introduction

This Refund and Cancellation Policy forms part of, and should be read together
with, Pluro’s
Terms and Conditions
and any applicable order form, quotation, subscription agreement, or other
commercial agreement.

This Policy applies to subscriptions, licenses, add-ons, and related services
purchased directly from Pluro, unless different refund or cancellation terms
are expressly agreed in writing.

Nothing in this Policy limits or excludes any cancellation, withdrawal, refund,
or other rights that cannot lawfully be limited or excluded under applicable law.

2. General Refund Policy

Except where required by applicable law, expressly agreed in writing, or provided
under the initial 14-day cancellation right described in Section 3, payments made
for Pluro subscriptions, licenses, add-ons, implementation services, onboarding,
professional services, or other paid services are non-refundable.

Outside the initial 14-day cancellation period, a refund may be issued in the
following circumstances:

• A duplicate payment was processed;
• A payment resulted from confirmed fraud or unauthorized use;
• A billing error or technical issue caused an incorrect charge;
• Pluro is required by applicable law to issue a refund;
• Pluro approves a refund in writing as an exceptional customer-service
  measure.

A discretionary refund approved as an exceptional customer-service measure does
not create an obligation to approve similar requests in the future.

3. Initial 14-Day Cancellation Right

A customer may cancel an initial subscription purchase within 14 calendar days
of the purchase date by submitting a written cancellation request to Pluro.

Where a valid cancellation request is submitted within this period, Pluro will
cancel the initial subscription and refund the subscription fee paid for the
initial purchase.

The customer is not required to provide a reason for exercising the initial
14-day cancellation right.

The initial 14-day cancellation right applies only to the customer’s first
purchase of the relevant subscription and does not automatically apply to:

• Subscription renewals;
• Additional domains, websites, accounts, seats, or licenses;
• Enterprise features or add-ons;
• Implementation or onboarding fees;
• Professional, consulting, or accessibility services;
• Accessibility audits or manual reviews;
• Custom development, configuration, or integration work;
• Training services;
• Usage-based charges already incurred.

Where the initial purchase includes both a subscription and separately priced
implementation, onboarding, consulting, development, audit, or other professional
services, the 14-day refund applies to the eligible subscription fee. Fees for
professional work that has already begun may be excluded from the refund as
described in Section 6.

If applicable law provides the customer with broader cancellation or refund
rights, those mandatory rights will continue to apply.

4. Cancellation After the Initial 14-Day Period

After the initial 14-day cancellation period, a customer may cancel a
subscription at any time by contacting Pluro at
info@pluro.ai.

Unless otherwise agreed in writing:

• Cancellation will take effect at the end of the current paid billing period;
• The customer may continue using the service until the effective cancellation
  date;
• No prorated refund or credit will be provided for unused time remaining in
  the current billing period;
• No refund will be provided for the unused portion of an annual subscription;
• Future renewals will stop once the cancellation request has been processed.

Cancellation does not release the customer from payment obligations that arose
before the effective cancellation date.

5. Subscription Renewals

Where a subscription is configured to renew automatically, the applicable
renewal frequency, pricing, and cancellation terms will be presented during the
purchase process, in the applicable order form, or within the customer’s account.

The customer is responsible for submitting a cancellation request before the
applicable renewal date.

Renewal charges are non-refundable unless:

• The renewal charge was processed after Pluro received a timely cancellation
  request;
• The charge was duplicated or processed in error;
• A refund is required by applicable law;
• Pluro expressly approves the refund in writing.

6. Implementation, Add-On, and Professional Service Fees

Fees relating to implementation, onboarding, migration, configuration,
enterprise integrations, custom development, accessibility audits, consulting,
training, or other professional services are non-refundable once the applicable
work has begun.

This includes, without limitation, fees for:

• SAML or SSO configuration;
• Audit Logs API activation or configuration;
• Custom development;
• Accessibility audits and manual reviews;
• Technical onboarding and implementation;
• Consulting, support, or development hours;
• Training services;
• Customer-specific integrations or configurations.

If Pluro has not started the applicable work, the customer may request
cancellation of the service. Any refund will be determined according to the
applicable written agreement, the circumstances of the order, and applicable
law.

Where professional work begins during the initial 14-day cancellation period at
the customer’s request, Pluro may deduct or retain the reasonable value of work
already performed, where permitted by applicable law.

7. Promotions, Discounts, and Special Offers

Promotional pricing, discounts, credits, trial conversions, partner pricing,
and special offers may be subject to additional terms presented with the
applicable offer.

Unless expressly stated otherwise in the applicable offer terms or required by
law, promotional payments and discounted fees are non-refundable after the
applicable cancellation period has expired.

Pluro may cancel an order or withdraw promotional benefits where there is
reasonable evidence of:

• Fraud or unauthorized payment activity;
• Misuse of a promotional code or offer;
• Creation or use of multiple accounts to obtain an improper benefit;
• Deliberate exploitation of a technical or pricing error;
• Violation of the applicable offer terms or Pluro’s Terms and Conditions.

Where an order is canceled because of fraud, misuse, or deliberate exploitation,
no refund will be provided except where required by applicable law.

8. How to Request a Refund or Cancellation

To exercise the initial 14-day cancellation right, request a refund, or cancel a
subscription, contact:

info@pluro.ai

The request should include:

• The customer or company name;
• The email address associated with the account;
• The relevant domain, website, license, or subscription;
• The invoice or transaction reference, where available;
• A clear statement that the customer wishes to cancel the subscription or
  request a refund;
• The reason for the request, where relevant. A reason is not required when
  exercising the initial 14-day cancellation right.

Pluro may request reasonable information to verify the identity and authority of
the requesting party before processing the cancellation or refund.

A request will be considered submitted on the date it is received by Pluro at
the email address stated above.

9. Review and Confirmation

Pluro will review refund and cancellation requests to confirm the relevant
purchase date, subscription, payment, service usage, work already performed, and
applicable contractual terms.

A valid request made under the initial 14-day cancellation right does not require
discretionary approval. Once eligibility is confirmed, Pluro will cancel the
subscription and process the applicable refund.

Refund requests submitted outside the initial 14-day cancellation period will
be reviewed according to this Policy, the applicable commercial agreement, the
circumstances of the payment, and applicable law.

Pluro will provide written confirmation when a cancellation or refund has been
processed or when additional information is required.

10. Refund Method

Approved or otherwise required refunds will generally be issued to the original
payment method used for the purchase.

Where the original payment method is unavailable, expired, or unable to receive
the refund, Pluro may request additional information and use another lawful
refund method.

Pluro is not responsible for delays caused by payment processors, banks,
credit-card providers, or other financial institutions after the refund has been
submitted for processing.

11. Refund Processing Time

Refunds will generally be submitted to the applicable payment processor within
10 business days after Pluro confirms the customer’s eligibility and receives
any information reasonably required to process the refund.

The time required for the refunded amount to appear in the customer’s account
may vary depending on the payment provider, bank, card issuer, country, and
payment method.

Where applicable law requires a shorter processing period, Pluro will process
the refund within the legally required period.

12. Chargebacks and Payment Disputes

Customers are encouraged to contact Pluro before initiating a chargeback or
payment dispute so that the issue can be reviewed and, where possible, resolved
directly.

Pluro may temporarily suspend access to the affected account or paid services
while a payment dispute or chargeback is under review.

Where a chargeback is determined to be fraudulent, abusive, or inconsistent with
the applicable agreement, Pluro may suspend or terminate the affected account
and take reasonable steps to recover unpaid amounts and related costs, subject
to applicable law.

13. Service Access and Data Following Cancellation

Following the effective cancellation or termination date, access to the platform
and paid features may be disabled.

Customer account data, accessibility scan data, remediation data, and other
service information will be handled according to Pluro’s
Privacy Policy,
applicable retention and deletion procedures, and any written agreement with
the customer.

Certain information may be retained where reasonably required for legal,
regulatory, billing, accounting, fraud-prevention, security, backup, or
contractual purposes.

Customers are responsible for exporting any available reports or information
they wish to retain before service access ends.

14. Changes to This Policy

Pluro may update this Refund and Cancellation Policy from time to time to reflect
changes in its services, billing practices, commercial terms, or applicable
legal requirements.

The updated Policy will become effective when published, unless a later effective
date is stated.

Changes to this Policy will not retroactively reduce cancellation or refund
rights already granted under a signed agreement, a completed purchase, the
version of this Policy applicable to that purchase, or applicable law.

15. Contact Us

For questions regarding refunds, billing, subscription renewals, or cancellation,
contact: