Return & Refund Policy

AT A GLANCE: SUMMARY OF KEY POINTS

• 30-Day Guarantee: New subscribers can cancel within the first 30 days for a full refund.
• Digital Returns: Because we are a software platform, there is nothing to physically ship back to us.
• Prorated Refunds: Annual plan cancellations after 30 days may be eligible for prorated refunds based on unused months.
• Service Guarantees: If our platform experiences significant downtime, you are entitled to service credits or refunds.
• Global Rights: We honor all local consumer protection laws, including the EU/UK 14-day right of withdrawal.

1. OUR PROMISE

At Aproveo, our goal is to keep your engineering projects moving and your teams aligned. We built our platform to simplify drawing distribution, document review notes, and capture signatures seamlessly. However, we understand that every engineering team operates differently, and sometimes a software tool just isn't the right fit for your specific workflow.

We stand behind our platform with a straightforward, transparent refund policy. If Aproveo isn't streamlining your drawing reviews and audit trails as promised, we want to make it right. We believe in earning your business every month, which means never locking you into a service that doesn't deliver value.

2. RETURN ELIGIBILITY

In the context of our SaaS platform, a "return" refers to canceling your subscription and requesting a refund for your payment. We have structured our eligibility rules to give your team ample time to test our features in a real-world project environment.

• To qualify for a refund, your request must meet the following criteria:
• Time Window: Initial subscription purchases are fully refundable within the first 30 days of activation.
• Condition Requirements: Your account must be in good standing and not suspended for violations of our Terms of Service.
• Eligible Items: Standard monthly and annual subscription fees for our core drawing review platform are fully eligible.
• Proof of Purchase: We require the email address associated with the account administrator and the original billing invoice number to verify ownership and protect your financial security.

3. HOW TO RETURN

Because Aproveo is a digital software platform, the traditional return process looks a little different. There are no physical boxes to pack, no shipping labels to print, and no return postage fees to pay.

• Here is the step-by-step process to initiate your software "return" and refund:
• Initiation Process: Log into your Aproveo administrator dashboard, navigate to "Billing & Subscriptions," and select "Cancel Subscription." You will be prompted to request a refund during this workflow.
• Packaging Requirements: None. As a digital product, you simply need to ensure you have exported any necessary project data or audit trails before your account is deactivated.
• Shipping Options & Costs: There are absolutely no shipping costs or return fees. The process is entirely digital and free.
• Where to Send Returns: All requests are routed directly to our billing team through the platform dashboard or by emailing support@aproveo.com.

4. REFUND PROCESS

We process refunds as quickly as possible because we know how important predictable cash flow is to your business operations.

• Once your refund request is approved, here is what you can expect:
• Timeline: We initiate approved refunds within 2 business days. Depending on your bank or credit card issuer, it typically takes 5 to 10 business days for the funds to appear on your statement.
• Refund Method: All funds are returned directly to the original payment method used for the purchase. We cannot issue refunds to alternate cards or via wire transfer to prevent fraud.
• Partial Refunds: If you are on an annual plan and decide to cancel after the initial 30-day window, we will issue a prorated refund for the remaining unused full months of your contract.
• Exchange Options: If you simply need a different feature set rather than a full cancellation, we can immediately apply your current balance toward a different subscription tier.

5. EXCEPTIONS

While we strive to be as accommodating as possible, certain specialized services require significant manual labor from our team and cannot be refunded once delivered.

• The following items are exempt from our standard refund policy:
• Final Sale Items: One-time implementation fees and dedicated onboarding packages are non-refundable once the training or setup sessions have commenced.
• Customized Products: Bespoke API integrations or custom engineering workflows built specifically for your organization's proprietary systems cannot be refunded.
• Hygiene-Restricted Items: (Not applicable to our digital software platform).
• Digital Products: Downloadable training materials, standalone templates, or exported audit trail archives purchased outside of a standard subscription are final sale.

6. DAMAGED OR DEFECTIVE ITEMS

In the software world, a "defective item" means a platform outage, a critical bug, or a failure to deliver our core features. Your engineering teams rely on Aproveo to capture title block signatures and distribute drawings on strict deadlines. When we fall short, we take responsibility.

• If you experience critical platform defects, we offer the following protections:
• Extended Return Window: If a documented, critical software bug prevents you from using the platform during your first 45 days, we extend the full refund window until the issue is resolved or you choose to cancel.
• Free Return Shipping: (Not applicable; all digital support is free).
• Replacement Options: We will immediately roll back your account to a stable previous version if a new update disrupts your workflow.
• Quality Guarantees: Under our Service Level Agreement (SLA), if platform uptime drops below 99.9% in a given month, you are automatically entitled to service credits applied to your next billing cycle.

7. EXCHANGES

As your engineering firm grows or project demands change, you may need to adjust your software requirements. We make it easy to exchange your current plan for one that better fits your needs.

• Here is how we handle subscription exchanges:
• Process for Exchanges: You can change your plan at any time directly from the "Billing" section of your dashboard.
• Size/Color Changes: In our context, this means changing your "seat count" (adding or removing users) or switching feature tiers (e.g., moving from Professional to Enterprise).
• Price Differences: If you upgrade, we will charge you a prorated amount for the remainder of your billing cycle. If you downgrade, we will apply a prorated credit to your account to be used against future invoices.

8. INTERNATIONAL ORDERS

Aproveo serves engineering teams globally. We fully comply with international consumer protection and privacy frameworks, including the GDPR, UK GDPR, PIPEDA, and US State Privacy Laws.

• For our international customers, the following specific conditions apply:
• Return Process: The cancellation and refund process is identical for all users globally. EU and UK users specifically benefit from a statutory 14-day right of withdrawal, which we exceed with our global 30-day guarantee.
• Shipping Costs: (Not applicable to digital services).
• Customs Considerations: While there are no physical customs duties, international refunds are subject to currency exchange rate fluctuations. We refund the exact amount in the currency you originally paid (e.g., EUR, GBP, USD). We are not responsible for minor differences in the final refunded amount caused by your bank's changing daily exchange rates. Any VAT or GST collected during the initial sale will be fully refunded alongside the purchase price.

9. CONTACT US

If you have any questions about this policy, need help adjusting your subscription, or want to discuss how we can better support your engineering projects, our team is ready to assist you.

• Email: support@aproveo.com
• Website: https://aproveo.com

To initiate a refund request immediately, please log into your account dashboard or email our support team with your account details.