At Octoparse, we are committed to your satisfaction. This policy outlines the circumstances under which you may be eligible for a refund and explains the process for submitting a request.
Eligibility for a Refund
Refund requests are evaluated on a case-by-case basis. You may be eligible for a refund under the following specific circumstances:
New Subscription within 5 Days: A payment was processed within the first 5 days of upgrading your account from a free to a paid (Basic, Standard, or Professional) plan.
Accidental Auto-Renewal: A payment was processed automatically within the first 5 days of a renewal for a premium subscription and you wish to cancel.
Important Notes:
Payments made after a 14-day trial period are not eligible for a refund under the "New Subscription" criteria.
Account credits are not eligible for a refund.
Refunds are not guaranteed and are subject to review and approval by our support team.
How to Request a Refund
If you believe you are eligible, please submit your refund request by contacting our support team directly. You can typically do this by clicking the support button in the bottom right corner of the Octoparse website or application. When submitting your request, include all relevant details such as transaction IDs, subscription cancellation confirmations, billing dates, or documentation stating your subscription status at the time the charge occurred.
Deductions & Processing Details
Non-Refundable Fees: Transaction fees from payment processors (like PayPal or credit card fees, approximately 4%) are non-refundable. These will be deducted from the refunded amount.
Example: A $299 Professional plan refund would be approximately $287 after the fee deduction.
Transparency: We will always notify you of any deductions and the final refund amount before processing.
Processing Time: Approved refunds are typically processed within 1-2 weeks. The time it takes for the funds to appear in your account will depend on your bank or payment provider.
Frequently Asked Questions (FAQ)
Q: How long does it take to receive a refund?
A: Once approved, processing takes 1-2 weeks. The total time until the funds are returned to your account also depends on your financial institution.
Q: Are transaction fees deducted from my refund?
A: Yes, transaction fees charged by payment gateways (like PayPal or credit card companies) are non-refundable and will be deducted. You will be informed of the exact amount before processing.
Q: What if my situation doesn't fit the standard eligibility criteria?
A: We understand that unusual circumstances can occur. You are still encouraged to contact our support team to explain your situation. All cases are reviewed individually.