Refund Policy

1. General Provisions

This Refund Policy (the “Policy”) describes the terms and procedure for refunding payments made for subscriptions to SupportHub, operated by FORESTSNET LTD (Company Number: 16720670, registered at 128 City Road, London, EC1V 2NX, United Kingdom).

By paying for a subscription, you confirm that you have read and agreed to the terms of this Policy.

2. Free Plan and Trial Period

SupportHub offers a free plan with a baseline feature set so you can evaluate the service before paying for a subscription. No charges apply to the free plan; refunds do not apply.

3. Monthly Subscriptions

For monthly plans, a refund is available within 14 calendar days of the first payment, provided that:

• You have not used the service for commercial purposes (the volume of sent messages / created tickets stays within the free-plan limits).
• The refund request is submitted from the email address that owns the workspace.
• For recurring renewals, the request is submitted within 24 hours of the renewal charge. Refunds are not issued for prior billing periods.

4. Annual Subscriptions

For annual plans, a refund is available within 30 calendar days of payment. The refund amount is calculated minus the actually used period (pro-rata): amount × (remaining days / 365).

After 30 days from the payment date no refunds are issued for annual subscriptions; however, you may cancel auto-renewal at any time and continue using the service until the end of the paid period.

5. Non-Refundable Charges

The following categories are non-refundable:

• Workspace balance top-ups (internal funds; can be used to pay for any plan but are non-withdrawable).
• Custom development and individual configurations performed at the user's request.
• Partner commissions and third-party payments related to integrations (e.g., proxy services, SMS gateways, external APIs).
• Payments older than the windows specified in sections 3 and 4 of this Policy.

6. Payment Methods and Processing Time

Refunds are issued via the same method and to the same payment instrument used for the original payment. Processing time depends on the payment provider:

• Bank cards: up to 7 business days
• FreeKassa / Kassa.AI: up to 5 business days
• Cryptocurrency (Heleket / Cryptomus): up to 24 hours after confirmation; refund is issued in the same cryptocurrency at the exchange rate at the moment of processing

Exchange-rate differences, payment-provider fees, and network fees (gas fees for crypto refunds) are deducted from the refund amount.

7. How to Request a Refund

To initiate a refund, send a request to support@forestsnet.com with the following information:

• Email address associated with the workspace
• Workspace name (slug)
• Transaction ID and payment date
• Reason for the refund

We review the request within 5 business days and notify you of the decision by email.

8. Subscription Cancellation and Auto-Renewal

You can cancel your subscription at any time via the workspace settings (Billing → disable auto-renewal). Cancellation takes effect at the end of the current paid period — the service remains fully available until then.

Cancellation alone is not a refund — to recover funds for an already-paid period, submit a separate refund request as described in section 7.

9. Account Suspension

If a workspace is suspended for violating our Terms of Service (spam, phishing, attempts to bypass limits, fraudulent payments, etc.), no refund is issued for the remaining period.

10. Changes to This Policy

We may update this Policy from time to time. The current version is always available at support.forestsnet.com/refund. Refund terms for an already-paid period are governed by the version of the Policy in effect at the time of payment.

11. Contacts

For any refund-related questions, please contact: