Refund Policy — Maskki

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on your first subscription payment. If you are not satisfied with the Maskki platform for any reason, you can request a full refund within 30 days of your first charge.

This guarantee applies to:

Your first monthly subscription payment, OR
Your first annual subscription payment

The 30-day period begins on the date of your first successful payment (not the start of any free trial).

2. How to Request a Refund

To request a refund, contact our billing team using one of these methods:

Email: contact@lsmarttech.com with subject line "Refund Request"
Contact form: maskki.ai/contact (select "Billing Question" as the subject)

Please include the following in your request:

Your account email address
Date of the charge you'd like refunded
Reason for the refund (optional, but helps us improve)

3. Refund Processing

Response time: We will acknowledge your refund request within 2 business days
Processing time: Approved refunds are processed within 5-10 business days
Refund method: Refunds are issued to the original payment method (credit card, PayPal, or Apple Pay)
Currency: Refunds are issued in the original transaction currency

4. Eligibility Criteria

4.1 Eligible for Full Refund

First subscription payment within 30 days (money-back guarantee)
Service outage exceeding 24 consecutive hours not caused by scheduled maintenance
Billing errors (duplicate charges, incorrect amounts)
Account charged after cancellation was confirmed

4.2 Eligible for Prorated Refund

Downgrade from a higher-tier plan mid-billing cycle (credit applied to next invoice)
Cancellation of an annual plan after the 30-day guarantee period (prorated refund for unused full months remaining)

4.3 Not Eligible for Refund

Monthly subscription payments beyond the initial 30-day guarantee period (you can cancel anytime to prevent future charges)
Partial months on monthly plans (service continues until the end of the billing period)
Accounts terminated for Terms of Service violations
Free trial periods (no charge, no refund applicable)
Overage charges that were consumed and delivered

5. Cancellation vs. Refund

Cancellation and refund are separate actions:

Cancellation: Stops your subscription from renewing. You retain access to the Service until the end of your current billing period. You can cancel anytime from your account settings or by contacting support.
Refund: Returns payment for a billing period. A refund does not automatically cancel your subscription; you should also cancel to prevent future charges.

6. Annual Subscriptions

For annual subscriptions:

Within 30 days of first payment: Full refund under the money-back guarantee
After 30 days: Prorated refund for unused full months remaining in the annual term. For example, if you cancel 4 months into a 12-month plan, you receive a refund for the remaining 8 months.
Calculation: Prorated refunds use the monthly rate equivalent (annual price / 12) for months already used, and refund the remainder.

7. In-App Purchases (Mobile)

If you subscribed through Apple App Store or Google Play:

Refunds for in-app purchases must be requested through the respective platform (Apple or Google)
We cannot process refunds for payments made through app stores directly
Apple refund requests: reportaproblem.apple.com
Google Play refund requests: Through your Google Play order history

8. Disputed Charges

If you notice an unauthorized or incorrect charge, please contact us at contact@lsmarttech.com before filing a dispute with your payment provider. We resolve most billing issues within 2 business days, which is faster than the chargeback process.

Filing a chargeback without first contacting us may result in account suspension during the dispute resolution period.

9. Enterprise Customers

Enterprise customers with custom contracts may have different refund terms as specified in their individual service agreements. Contact your dedicated account manager for refund inquiries.

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes will not retroactively affect refund requests already submitted. We will notify you of material changes via email at least 30 days before they take effect.

11. Contact

For all billing and refund inquiries: