Refund Policy

1. Overview

Proplix is a subscription-based software platform designed for property management, real estate CRM, compliance workflow, maintenance coordination, portals, reporting and related operational use. Because Proplix is supplied as an online service, access is provided digitally rather than through a physical product that can simply be returned after delivery. This Refund Policy therefore explains the commercial position around paid subscription periods, renewal billing, cancellation timing and refund requests.

The main purpose of this page is to make the billing position clear before or during subscription use. Customers should understand when a refund request can be made, when a monthly charge becomes non-refundable, and why cancellation should be completed before the next billing date if the customer does not want the subscription to continue into the next paid period.

The core rule is straightforward. During the first 14 days after a paid Proplix subscription begins, a customer may request a refund. After those 14 days, once a monthly subscription charge has already been processed or paid, that charged period will generally not be refunded. For ongoing subscriptions, the customer must cancel from the account panel or portal before the next renewal date if they do not want the next charge to be taken.

2. Refund requests within the first 14 days

If you start a paid Proplix subscription and decide within the first 14 days that you do not wish to continue, you may ask for a refund during that initial period. This is the core refund window for standard paid subscription access. It is the period in which the customer should review the service, assess whether the subscription is commercially suitable, and raise any refund request promptly rather than continuing beyond the early subscription period.

A refund request should clearly identify the account and payment involved. To help Proplix review the request efficiently, you should provide the account email address, business name, payment date, invoice or transaction reference where available, subscription plan, and a brief explanation of the request. A request may take longer to review if key identifying information is missing or if the account or payment cannot be matched quickly.

If a refund is approved, it will normally be returned to the original payment method used for the subscription unless another method is required or agreed. Processing times may depend on the payment provider, card issuer or banking route used for the original payment.

Making a refund request does not automatically stop all future billing unless the subscription is also cancelled. If you do not want the subscription to continue after the initial period, you should also ensure that cancellation is completed through the proper account or portal route.

3. After 14 days, charged monthly periods are generally non-refundable

After the first 14 days of a paid subscription have passed, monthly subscription charges that have already been systematically processed or paid are generally non-refundable. This applies to the charged billing period itself. In practical terms, once the subscription has continued past the early refund window and a monthly payment has been taken for a billing period, that paid period will normally be treated as final.

This is important because Proplix is billed as a live software service. The platform, account access, hosted environment, subscription entitlement and related digital availability remain reserved for the customer during the paid period. Even where usage is low or the customer later changes direction, the charged subscription period has still been allocated and made available as part of the service.

For that reason, Proplix does not normally refund a monthly charge simply because the customer later decides they no longer need the service, did not use the account as much as expected, changed internal plans, forgot to cancel, reduced their portfolio, moved to a different workflow, or only realised after billing that they wanted the account closed.

4. Ongoing subscriptions and renewals

Proplix subscriptions may renew on a recurring billing basis unless another arrangement has been agreed in writing. Each renewal charge covers the next subscription period. Once that renewal has been processed, the new charged period will generally be non-refundable under this policy unless a mandatory legal right applies or Proplix confirms otherwise in writing.

If you are continuing on an active subscription and you do not want the next monthly charge to be taken, you must cancel before the next billing date. Waiting until after the renewal payment has been processed is too late to prevent that charge. Cancellation after the charge has already been taken will normally stop future billing only, not refund the monthly period that has already been charged.

This means that customers should manage their subscription proactively. If you know that you no longer need the platform next month, do not wait until after the renewal date. Cancel the subscription before the next charge is due so that the next billing cycle does not begin.

Examples

• If you start a paid subscription and request a refund within 14 days, your request can be reviewed under the initial refund period.
• If you continue beyond 14 days and a monthly charge is then processed, that charged monthly period will generally not be refunded.
• If your subscription is already ongoing, you should cancel before the next billing date if you do not want the next monthly renewal to be charged.
• If you cancel after the renewal payment has already been taken, the cancellation will usually stop future billing but will not usually create a refund for the paid renewal period.

5. How to cancel your subscription

For ongoing subscriptions, cancellation should be completed through your Proplix account panel or portal. This is the correct route because it helps ensure that the cancellation instruction is connected to the correct subscription record and billing status. Customers should use the available account management tools rather than assuming that non-use of the platform will automatically stop recurring billing.

If you cannot access the account panel or portal, you should contact Proplix as soon as possible and clearly state that you want to cancel the subscription. You should provide enough information to identify the correct account, such as the account email address, business name, invoice reference, subscription plan and relevant billing date.

Stopping use of the platform, removing staff internally, ignoring renewal emails, or deciding not to log in again does not by itself amount to cancellation. To prevent future charges, the subscription must be cancelled properly through the account route or confirmed customer support route before the next billing date.

Cancellation will normally stop future renewals after the current paid period ends. It will not normally reverse or refund a charge that has already been processed for the current monthly period.

6. Payments that are normally non-refundable

Subject to any legal rights that cannot be excluded, the following are normally treated as non-refundable under this policy:

• Monthly subscription charges after the initial 14-day refund request period has passed.
• Recurring renewal charges that have already been systematically processed.
• Paid periods where the account remained active and available for use.
• Charges taken because the subscription was not cancelled before the next billing date.
• Payments for service periods that have already started after the relevant monthly billing cycle was charged.

This non-refundable position exists to keep subscription billing commercially clear and predictable. Proplix is not intended to operate as a pay-now, reverse-later service once the billing period has already been activated and the monthly access period has begun.

7. Exceptions, billing errors and legal rights

Nothing in this Refund Policy is intended to remove or restrict rights that cannot legally be excluded. If the law gives you a cancellation right, refund right, price reduction right or another mandatory remedy in the specific circumstances of your case, Proplix will handle the matter in line with those requirements.

In addition, if there has been a genuine billing error, duplicate payment, unauthorised charge, mistaken transaction or technical payment issue that requires correction, Proplix may review the matter outside the standard commercial refund position described on this page. Each situation will be assessed on its own facts.

If a customer has entered into a separate proposal, custom agreement, implementation arrangement or negotiated business contract, the refund position for those services may be governed by the specific written terms that apply to that engagement.

8. How refund requests are reviewed

When Proplix receives a refund request, the review may include the payment date, subscription start date, account status, cancellation status, billing history, invoice record and any related customer communication. This is done to confirm whether the request falls within the first 14 days, whether the relevant payment has already become part of a non-refundable monthly period, and whether any other exception may be relevant.

Customers should ensure that refund requests are made promptly and with enough information to allow the payment and account to be identified. Delays in raising the request may affect the outcome where the request falls outside the early refund period and the next billing event has already occurred.

If a refund is approved, the refund will generally be processed back to the original payment method, although the exact time it takes to appear may depend on the external payment provider or banking system involved.

9. Contacting Proplix about refunds or cancellation

If you need to ask about a refund request, query a monthly charge, or raise a cancellation issue because you cannot access your account panel or portal, please contact Proplix through the published contact route and provide enough information for the account and payment to be identified quickly.

For faster handling, include your account email address, business name, payment date, invoice or payment reference, subscription plan and a short explanation of the issue. If the request relates to an ongoing subscription, confirm whether you have already attempted cancellation through the portal.