Closely supports these global card brands: Visa, MasterCard, American Express, Unionpay. Note that we use a third party (stripe.com) to process all credit card payments. Closely does not have access to your credit card number at any point.
U.S. dollar (USD). If you want to be billed in any different currency, we'll convert payment amounts based on the current exchange rate of the payment service (Visa, MasterCard, American Express, Unionpay). We don’t charge any additional fees but your credit card issuer may charge their own fees for the transaction.
Effective Date: July 27, 2023
We want you to be completely satisfied with Closely service, but we understand that sometimes things may not work out as planned.
If your refund request meets the criteria outlined below - the refund request submitted by you shall be subject to review by the Closely team. Please note that some Closely’s products may have specific refund policies or restrictions, which will be clearly stated at the time of purchase.
Moreover, we reserve the right to decline refunds for reasons not covered by this policy.
Please refer to Articles 3 and 4 to find out the eligibility criteria for refund requests.
This must be the user's initial purchase of a Closely product. The following cases are not eligible for a refund:
Refunds may be given under the following circumstances:
The refund may be processed if the user followed all of the instructions provided by Closely customer support team to resolve the issue, and the issue still persists. Moreover, no refunds are possible if Closely has a reasonable suspicion that the payment was made through fraudulent means, such as stolen credit card information or identity theft.
Refunds may not be given under the following circumstances:
To be eligible for a refund, it must be the user's first purchase of any Closely product. The requests are not qualified for a refund request and will be declined if the user:
To request a refund, please contact our customer support team via [email protected] or other means of communication as provided on the website and provide detailed information about details of the case and the reason for the refund provided hereby. In the request, the user must clearly identify that this is a refund request.
Following the request, we may require you to provide documentation (your ID documents, police/bank reports, etc.), fill out a form so we can verify your request, and provide photo/video/mail proof as required to start the refund process (“investigation”). Also, the process may involve seeking additional information, clarifications, or providing updates for such cases. By sending such information, you grant Closely the right to share the data provided by you during the investigation with third parties to verify the validity of the information.
Where allowed by the law applicable to Closely or the user, Closely is entitled to assume the reasonable costs of restitution related to administering of the user’s request, communicating with the user, and processing of refund (including, paying any applicable financial institutions’ commissions, etc.)
Thus, if the user is eligible for a refund, Closely solely will calculate the appropriate refund amount. Once the refund amount has been determined, Closely process the refund and issue it to the user using the same card details which were used during the purchase. The timeframe for refund processing would be communicated clearly to the customer. Please note, Closely may remit a refund only to the same payment instrument (credit card, wire transfer, etc.) from which the initial payment was made. If the same payment instrument is unavailable anymore, the refund to a distinct payment instrument may be remitted only at the sole discretion of Closely. In a case when Closely has reasonable suspicion of potential fraud, money laundering, or illegal cash-out, Closely will dismiss a refund without giving any reason.
Once the refund has been issued, Closely would provide the customer with confirmation of the refund.
We reserve the right to investigate any suspected fraudulent or suspicious activity related to refunds, including chargebacks or disputed transactions.
We reserve the right to limit the amount of refund that can be requested by a customer.
If you have any questions about our refund policy, please contact us at [email protected].