Payment & Refund
Find answers to the common questions about payment & refund.
Payment
What credit cards are accepted?
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.
Once redirected to the payment service, you agree to be bound by the terms and conditions and privacy policy set by the third party payment service.
What currency is accepted?
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.
Closely Refund Policy
Effective Date: July 27, 2023
This policy is integral to the Closely Terms of Use (“the Terms”) and supplements them as follows. The policy operates the same terms and definitions as the Terms do. As Closely may offer the various Services or different paid portions of the Services, they will be referred to as product(s) here to distinguish among them as payable items.
1. Refund Policy
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.
2. Conditions for refund request submission
In the event that a Closely product fails to perform in accordance with the specifications outlined in the terms of use and such acquisition represents your FIRST purchase, you are entitled to submit a refund request.
Closely hereby reserves the sole discretion to decline any refund request in instances where no valid justifications are provided, and the product in question performs its functionality as expressly outlined in the terms of use. Such decisions shall be final.
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:
- The user had previously purchased any Closely product directly from Closely or through a third-party service;
- The user applied promo codes, activation codes, and other codes/tokens allowing the user to purchase any subsequent purchase made on the Closely website will be considered an upgrade tariff plan and will not be eligible for a refund.
3. Refund Circumstances
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:
- Previously purchased any Closely product directly from Closely;
- Purchased any Closely product through a third-party service, reseller, or distributor, such as AppSumo or any other alternative, and request a direct refund from Closely. Please note, such a refund request will be subject to the refund policy established by the relevant marketplaces. However, such a refund process will not infringe on the other terms hereof;
- Initially purchased an activation code through third-party services or marketplaces and subsequently purchased a subscription directly on Closely website, the latter purchase will not also fall under the scope of the refund. This subsequent purchase will be considered a consecutive purchase and deemed an upgrade of the Subscription/product;
- Used the product or service for an extended period, more than 7 days;
- Applied promo codes, activation codes, other codes/tokens allowing the user to purchase any product with a discount or special price. It also covers cases when the user has been granted a promotional or discounted rate by members of the Closely team, including the marketing and sales team, or through channels such as newsletters, third-party promotional marketplaces, and similar sources;
- Requested upgrade of the Subscription/product within the grace period as the Terms outline;
- Abuses the Refund Policy. If a user is found to be repeatedly requesting refunds without valid reasons or attempting to exploit the refund policy for personal gain;
- Fails to cooperate in an investigation. If a customer fails to cooperate with the investigation into a refund request, such as providing requested information, documents, or evidence. It also covers cases when the user intentionally withholds material information or provides false information during the refund process. Cooperation is essential to validate the legitimacy of the refund claim and to prevent any potential misuse or deception;
- Provides a request not meeting the other conditions outlined herein; or
- Breached the Terms, including but not limited to, using the Services for illegal activities, sharing their account with others, etc. It also concerns other documents placed on the Closely website as Anti-Spam Policy, etc.
4. Refund Process
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.
5. Fraudulent or Suspicious Activity
We reserve the right to investigate any suspected fraudulent or suspicious activity related to refunds, including chargebacks or disputed transactions.
6. Limitations on Refunds
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].
