Refund Policy

1. Third-Party Processor Refund and Chargeback Rules Apply

Certain paid features, transactions, or services within the Grid Platform are processed through third-party payment providers (“Payment Processors”). Refunds and chargebacks for such transactions are governed not just by Grid’s policies but by the applicable Payment Processor’s rules. Grid will only issue or facilitate a refund, cancellation, or reversal to the extent permitted and authorized by the Payment Processor. This includes all refund, chargeback, eligibility, documentation, timelines, processing fees, and dispute-resolution rules imposed by the third party.

2. Refund Eligibility

Fees are generally non-refundable once a billing period has started, except for circumstances listed below. A refund may only be processed if allowed by Grid’s applicable policies or by the Payment Processor.

• Eligible refund circumstances
  • The customer was incorrectly charged (duplicate or overcharge).
  • Services were materially not delivered or cannot be delivered in accordance with the Terms.
  • The transaction was unauthorized or fraudulent.
• Non-eligibility

  Accounts suspended or terminated by Grid due to Terms violations are not eligible for refunds. Requests that do not meet Grid's or the Payment Processor’s criteria will be denied.

3. Refund Process

• 1. Submit request to Grid

  Users must first submit refund requests to Grid before any escalation to the Payment Processor.

• 2. Grid review and approval

  If Grid approves the refund, Grid will transmit the approval to the Payment Processor. Processing timelines depend solely on the Payment Processor (e.g., 5 business days).

• 3. Original payment method only

  Refunds will be returned exclusively to the original payment method.

• 4. Fees and deductions

  Processing, reversal, and administrative fees imposed by the Payment Processor may be deducted from the refund amount or charged to the user.

• 5. No control over timing

  Grid does not control, accelerate, or guarantee the Payment Processor’s refund timelines.

4. Refund Limitations

• Time limits

  Refund requests must be submitted within the time limits required by the Payment Processor (e.g., 150 days).

• Processor authority

  Payment Processors—not Grid—make final determinations regarding disputes, documentation sufficiency, or fraud concerns.

5. No Cash or Offline Refunds

Refunds for transactions processed by a Payment Processor must not be made via cash or check. All refunds must be executed through the Grid Platform’s payment system and submitted to the Payment Processor for validation.

6. Grid’s Liability Limitation

Grid does not control, influence, or guarantee the following:

• Payment Processor refund approvals
• Chargeback outcomes
• Processing timelines
• Delays or denials due to non-compliance with rules
• Any fees imposed by Payment Processors

Grid’s obligation is limited to transmitting qualified refund requests to the Payment Processor.