This Refund Policy explains when and how you can obtain a refund of Fees paid for the BRAE self-serve platform, provided by Brae Company Limited ("BRAE"). Capitalised terms have the meaning given in the Terms of Service.
1. Polar as merchant of record
All orders are processed by Polar Software, Inc. ("Polar"), which acts as BRAE's reseller and merchant of record. Polar issues approved refunds to your original payment method. This Policy applies together with Polar's Checkout Buyer Terms.
2. General principle
Fees are payable in advance and are non-refundable except as set out in this Policy or as required by law. Cancelling a Plan stops future renewals. It does not, by itself, entitle you to a refund for the current Billing Period.
3. First purchase: 3-day refund
3.1. Your right to a refund
If you are not satisfied with your first paid Plan, you may request a full refund within 3 days of your first payment. You do not need to give a reason. To request it, email [email protected] within 3 days of your payment, as described in section 7. Each customer may use this refund once.
3.2. What happens when you are refunded
A refund cancels your subscription, and your access to the Service ends immediately. Within 30 days after your Plan ends, you can email [email protected] and BRAE will send you an export of your files. After that, your data is deleted as described in the Privacy Policy and section 13.4 of the Terms of Service.
4. Renewals
Renewal payments are not refundable under the 3-day refund. You may cancel at any time before the next renewal date, and you keep access until the end of the Billing Period you have paid for. The refunds listed in section 5 apply to renewals as well as to first purchases.
5. Refunds BRAE will always provide
BRAE provides a refund where:
- you were charged more than once for the same Billing Period, or were charged after a cancellation took effect;
- the Service was unavailable for a significant part of your Billing Period because of a fault on BRAE's side; or
- BRAE removed a feature that formed a material part of your Plan, in which case you receive a prorated refund for the unused part of the Billing Period, as set out in section 15.2 of the Terms of Service.
6. Refunds BRAE may refuse
BRAE may refuse a refund where there is clear evidence of abuse, including repeated sign-ups to obtain refunds, or an Account terminated for breach of the Terms of Service. Polar also reviews refund requests under its buyer terms.
7. How to request a refund
7.1. Submitting a request
Send your request to [email protected] from the email address registered to your Account, and include the order number shown on your Polar receipt. For billing questions you may also contact Polar at [email protected].
7.2. Processing and timing
BRAE will respond within 2 working days. Once a refund is approved, it normally reaches your payment method within 5 to 10 working days, depending on your bank or card issuer.
8. Statutory rights and contact
Nothing in this Policy limits any right you have under the consumer protection law of your country that cannot lawfully be excluded.
- Company: Brae Company Limited (Công ty TNHH Brae)
- Enterprise code: 0318864812
- Email: [email protected]
- Phone: +84 90 381 22 92