Refund Policy

At Darling Time, we want you to be completely satisfied with your purchase. This Refund Policy outlines the circumstances under which refunds are available and the process for requesting a refund for both our proposal platform and Darling Collage service.

1. Eligibility for Refunds

1.1 Proposal Subscriptions - Full Refund (Within 7 Days)

You are eligible for a full refund on a proposal subscription if all of the following conditions are met:

• Your refund request is made within 7 days of your initial purchase
• You have not published your proposal template to your subdomain
• You provide a valid reason for requesting the refund

1.2 No Refund After Publishing

Once you publish your proposal webpage, you are no longer eligible for a refund. This is because:

• Your personalized subdomain has been allocated and is now in active use
• Server resources have been committed to hosting your content
• The service has been delivered as described

1.3 Darling Collage Refunds

For Darling Collage orders (one-time digital product purchases):

• Before Finalisation: You are eligible for a full refund if you have not yet finalised (generated) the high-resolution collage output
• After Finalisation: Once the collage has been finalised and the download is available, the digital product is considered delivered and no refund is available
• Technical Issues: If a technical error prevents you from generating or downloading your collage, contact our support team and we will resolve the issue or process a refund

1.4 Partial Refunds

We do not offer partial refunds for unused portions of your subscription or partially completed collage orders. Refunds are only available as outlined above.

2. How to Request a Refund

To request a refund, please follow these steps:

Step 1: Verify Eligibility

Before submitting your refund request, ensure that:

• You are within the 7-day refund window
• Your proposal webpage has not been published

Step 2: Contact Us

Send a refund request email to [email protected] with the following information:

• Subject Line: "Refund Request - [Your Name or Email]"
• Your Full Name: As registered with your account
• Email Address: Associated with your Darling Time account
• Purchase Date: When you made the payment
• Transaction ID: If available from your payment confirmation
• Reason for Refund: Brief explanation of why you're requesting a refund
• Payment Method: How you paid (Razorpay or PayPal)

Step 3: Await Confirmation

Our support team will review your refund request and respond within 2-3 business days. We may ask for additional information to verify your account and eligibility.

Step 4: Refund Processing

Once your refund is approved, we will initiate the refund process. See section 3 below for processing times.

3. Refund Processing Time

3.1 Processing Timeline

Once your refund is approved:

• Initiation: We will initiate the refund within 1-2 business days of approval
• Payment Processor: The refund will be processed through the original payment method (Razorpay or PayPal)
• Your Account: The refund will appear in your account within 5-10 business days, depending on your bank or payment provider

3.2 Factors Affecting Processing Time

The exact time for your refund to appear may vary based on:

• Your bank or credit card issuer's processing times
• The payment method used (credit card, debit card, PayPal balance, etc.)
• International banking transfer times
• Weekends and public holidays

4. Refund Method

All refunds will be processed using the original payment method you used to make the purchase:

• Credit/Debit Card: Refund will be credited back to the same card
• PayPal: Refund will be returned to your PayPal account
• Razorpay: Refund will be processed through Razorpay to your original payment source

We cannot process refunds to different payment methods or accounts than the one originally used for purchase.

5. What Happens After a Refund

5.1 Proposal Subscription Refunds

Once your proposal subscription refund is processed:

• Account Access: Your Darling Time account will be deactivated
• Content Deletion: All your uploaded content and data will be permanently deleted
• Subdomain: Your allocated subdomain will be released and may become available to other users
• No Recovery: Once deleted, your content cannot be recovered. Please download any content you wish to keep before requesting a refund

5.2 Darling Collage Refunds

Once your collage order refund is processed:

• Order Cancelled: Your collage order will be cancelled and the access token invalidated
• Photos Deleted: All uploaded photos for that order will be permanently deleted from our servers
• No Recovery: Deleted photos and any in-progress work cannot be recovered

6. Exceptions and Special Circumstances

6.1 Technical Issues

If you experience technical problems that prevent you from using the service:

• Contact our support team at [email protected] immediately
• We will work to resolve the issue as quickly as possible
• If we cannot resolve the issue within a reasonable timeframe, we may offer a refund even if you have published your content

6.2 Service Outages

In case of extended service outages or unavailability:

• We will extend your subscription by the duration of the outage
• For significant outages, we may offer partial refunds or account credits

6.3 Exceptional Circumstances

We understand that exceptional circumstances may arise. If you believe you have a valid reason for a refund that falls outside our standard policy:

• Contact us at [email protected]
• Explain your situation in detail
• We will review your case on an individual basis

While we cannot guarantee approval, we will consider each case fairly and compassionately.

7. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Proposal subscriptions that have been active for more than 7 days (unless due to technical issues on our end)
• Proposal subscriptions where the proposal webpage has been published
• Darling Collage orders where the final output has been generated (finalised)
• Renewal fees for subsequent subscriptions
• Any additional services or features purchased beyond the basic subscription
• Refund requests submitted more than 30 days after the original purchase date

8. Chargebacks and Disputes

8.1 Contact Us First

If you have an issue with a charge from Darling Time, please contact us at [email protected] before initiating a chargeback or payment dispute with your bank or payment provider.

8.2 Chargeback Consequences

Initiating a chargeback without first contacting us may result in:

• Immediate suspension of your account
• Deletion of all your content and data
• Inability to create a new account in the future
• Additional fees to recover chargeback costs

8.3 Fraudulent Chargebacks

Chargebacks initiated after services have been delivered (i.e., after publishing your proposal webpage) may be considered fraudulent. We reserve the right to:

• Provide evidence to your payment provider demonstrating service delivery
• Pursue legal action if necessary
• Report fraudulent activity to relevant authorities

9. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to this page. We will notify users of significant changes by:

• Updating the "Effective Date" at the top of this policy
• Sending an email notification to registered users
• Posting a notice on our website

Your continued use of the service after changes to this policy constitutes acceptance of the updated terms.

10. Questions and Support

If you have any questions about our Refund Policy or need assistance with a refund request, we're here to help:

Our customer support team is committed to resolving your concerns promptly and professionally. When contacting us, please provide as much detail as possible to help us assist you efficiently.

11. Summary

To summarize our Refund Policy:

We strive to be fair and transparent in all our dealings. If you have any concerns or questions, please don't hesitate to reach out to us.