Refund Policy

What is Motion Routes' refund policy for digital products?

Motion Routes strives to ensure fairness in its refund policy for digital products, with clear conditions under which refunds may be requested:

Eligibility for Refund:
- Initial 72-Hour Window: If you have purchased a digital product and have not tested it using a free plan, you may request a refund within 72 hours of purchase. This window allows users who have not evaluated the product through a free trial to request a refund.
- Free Plan Testing: If you utilized a free plan to evaluate the product before purchase, refunds are not available. The free plan is designed to provide sufficient information about the product's features and functionality.
Exceptional Cases:
- Product Defects: In cases where the product has a defect or technical failure not apparent during the free trial, you may still be eligible for a refund even if the 72-hour window has passed.
- Technical Issues: Significant issues such as installation failures or compatibility problems that were not disclosed before purchase may qualify for a refund.

Documentation and Evidence:
- Screenshots and Error Logs: Provide detailed evidence of the defect or issue, including screenshots, error logs, and descriptions.
- Order Details: Include your order number, the product name, and purchase date to facilitate the review process.
Post-Request Process:
- Verification: After receiving your refund request, our support team will verify the details and check the eligibility based on the provided documentation.
- Decision Notification: You will be notified of the decision via email. If approved, the refund will be processed according to the outlined timelines.

To request a refund for a digital product, follow these detailed steps to ensure a smooth process:

Contact Support:
- Email: Send your refund request to [email protected].
- Information Required:
  - Order Number: Find this in your purchase confirmation email or your account purchase history.
  - Product Name: Clearly specify the product you are requesting a refund for.
  - Reason for Refund: Provide a detailed explanation, including any issues or defects encountered.
Provide Supporting Documentation:
- Evidence of Issue:
  - Screenshots: Capture any error messages or problems.
  - Logs: Include any error logs or system reports related to the issue.
  - Additional Details: Any other relevant information that supports your refund request.
Review and Response:
- Review Time: Expect a response within 3-5 business days.
- Additional Information Requests: We may ask for more details or clarifications during the review.
- Outcome: You will receive an email with the outcome of your request, including the reason for approval or denial.

Approved Refunds: Once approved, refunds are processed based on the payment method used.
Denied Refunds: If denied, you will receive a detailed explanation of why the refund could not be processed.

Subscription services have a distinct refund policy compared to one-time purchases:

Eligibility for Refunds:
- Technical Issues: Refunds may be granted if a significant technical issue prevents you from accessing the subscription service.
- Platform-Wide Issues: Issues that affect all users of the platform may be considered for refunds.
Free Plan Exploration:
- Pre-Subscription Testing: We encourage you to explore the free plan thoroughly before subscribing to ensure the service meets your needs.
- Refunds Not Available Post-Subscription: Once a subscription is activated, refunds are generally not available unless due to severe technical issues.
Rare Cases:
- Special Circumstances: Refunds for subscriptions are rare and typically reserved for exceptional cases, such as widespread platform malfunctions.

Test Free Plan: Utilize the free plan to evaluate the service’s suitability before subscribing.
Technical Support: Contact support for any technical issues that may impact your subscription experience.

Certain products and circumstances are excluded from refunds:

Products Tested with Free Plan:
- Policy: Products explored via a free plan are non-refundable as the free plan is intended to provide sufficient evaluation opportunity.
Custom or Bespoke Products:
- Customization: Custom-made or personalized products are non-refundable due to their unique nature and inability to be resold.
Downloadable Content:
- Post-Download: Refunds are not available once digital products are downloaded unless the product is found defective.

Informed Purchasing: Ensures users make well-informed decisions before purchasing, particularly for custom or pre-tested products.
Product Functionality: Post-download functionality signifies acceptance of the product’s features and performance.

The refund processing timeline involves several steps:

Initial Approval:
- Review Period: Typically takes 3-5 business days to review and approve the refund request.
- Documentation Check: Ensures all required information and evidence are provided.
Processing Refunds:
- Timeframe: Refunds are processed within 5-7 business days after approval.
- Payment Provider: The time taken for the refund to appear in your account depends on your payment provider (e.g., bank or credit card issuer).
Follow-Up:
- Contact Provider: If the refund does not appear in your account after 7 business days, contact your payment provider for additional processing time.

Refund Method: Refunds are credited to the original payment method used at the time of purchase.
Additional Assistance: Contact support if there are issues with the refund process or if it does not appear in your account as expected.

For further information or specific questions, please refer to our full Refund Policy.