Refund Policy
Last updated: January 2024
1. General Policy
FortiEncode operates on a pay-per-use model where charges are based on actual service consumption (video encoding minutes, storage, DRM licenses). Due to the nature of our services, refunds are generally not available for consumed services. However, we understand that exceptional circumstances may arise, and we will review refund requests on a case-by-case basis.
2. Non-Refundable Services
The following services are non-refundable once consumed:
- Video encoding and transcoding services
- Storage usage charges
- DRM license generation
- Data transfer and bandwidth usage
- Any service that has been successfully delivered
3. Eligible Refund Scenarios
Refunds may be considered in the following circumstances:
- Service failures or errors on our part that prevent successful completion of processing
- Duplicate charges due to technical errors
- Unauthorized transactions on your account
- Services that were not delivered due to our system failures
4. Refund Request Process
To request a refund, please:
- Contact our support team at billing@fortiencode.com within 30 days of the charge
- Provide your account information and transaction details
- Explain the reason for your refund request
- Include any relevant documentation or evidence
We will review your request within 5-7 business days and notify you of our decision.
5. Refund Processing Time
If your refund request is approved, the refund will be processed to your original payment method within 10-14 business days. The exact time may vary depending on your payment provider.
6. Partial Refunds
In cases where only a portion of the service failed or was not delivered, we may issue a partial refund proportional to the amount of service that was not successfully provided.
7. Credit Balance Refunds
Unused credit balances in your account are non-refundable but remain available for future use. Credits do not expire unless your account is inactive for more than 24 months.
8. Subscription Cancellations
If you have a subscription plan, you may cancel at any time. Cancellation will take effect at the end of your current billing period. No refunds will be issued for the current billing period, but you will continue to have access to services until the period ends.
9. Disputes and Chargebacks
If you dispute a charge with your payment provider (chargeback), we may suspend your account until the dispute is resolved. We encourage you to contact us directly first to resolve any billing issues, as we are committed to finding a fair solution.
10. Contact Information
For refund requests or questions about this policy, please contact us at:
Email: billing@fortiencode.com
Phone: +962781656950
Address: Amman, Jordan - 11193