Refund & Cancellation Policy

Last Updated 26 Oct,2025

  1. Introduction

    2. This Refund & Cancellation Policy ("Policy") explains how subscriptions to Fragmatic's web personalization software ("Service") are billed, how you can cancel, and in what situations refunds may be considered.

    This Policy applies to all paid subscriptions and services purchased directly through our websites fragmatic.io and app.fragmatic.io (collectively, the "Website"). Please read it together with our Terms & Conditions and Privacy Policy available on the Website.

  2. Scope

    3. This Policy applies to:

    • All self-serve plans purchased via the Website.
    • Any paid add-ons or usage-based components that are activated via the Website.

    If you have a separate written agreement with Fragmatic (for example, a custom enterprise contract), that agreement may specify different terms. Where such an agreement conflicts with this Policy, the written agreement will prevail.

  3. Free Trials & Beta Access

    4. From time to time, we may offer:

    Free Trials

    • If you are on a free trial, you will not be charged until the trial ends and you choose a paid plan (or your trial auto-converts as described at sign-up).
    • You may cancel at any time during the trial through your account or by contacting us, and no charges will apply.

    Closed Beta / Early Access

    • Beta or early access programs may be offered free or paid.
    • Fees for paid beta access are generally non-refundable, as they cover experimental features, onboarding, and support during the beta period.

  4. Subscription Billing & Renewals

    5. Billing Cycle

    Subscriptions are billed in advance on a recurring basis (e.g., monthly or annually), as displayed at checkout on the Website.

    Automatic Renewal

    • Your subscription will automatically renew at the end of each billing cycle at the then-current price for your plan, unless you cancel before the renewal date.
    • The renewal term will match your current billing cycle (e.g., monthly renews monthly, annual renews annually).

    Price Changes

    • We may update prices from time to time.
    • Any price changes will be communicated on the Website and/or via email before they take effect for your next renewal.

    Taxes

    • Fees shown on the Website may be exclusive of applicable taxes, levies, or duties.
    • You are responsible for paying any such amounts in addition to subscription fees.

  5. Cancellation by You

    6. You may cancel your subscription at any time by:

    • Using your account's billing or subscription settings on the Website, or
    • Contacting us using the details in the Contact section with sufficient information to identify your account (e.g., account email, company name).

    Important:

    • Cancellation stops future renewals and future charges.
    • Cancelling does not automatically entitle you to a refund for fees already paid for the current billing period.
    • Unless you request otherwise and we confirm in writing, your access to the Service will continue until the end of the current paid term.

  6. Refund Policy

    7. As a general rule, all subscription fees and charges are non-refundable once paid.

    However, we may consider a refund or account credit in the following limited circumstances, at our discretion:

    1. Duplicate Charges / Billing Errors

    If you were charged more than once for the same subscription, or if there is a clear billing error on our side, we will correct it and may issue a refund or account credit for the overcharged amount.

    2. Prolonged Service Unavailability Due to Our Fault

    If you are unable to use the core Service for an extended period solely due to a verified technical issue on our side (and not due to your configuration, third-party tools, or connectivity), we may offer a proportional credit or partial refund for the affected period.

    3. Where Required by Law

    If applicable laws give you a right to a refund (for example, a mandatory "cooling-off" period in certain jurisdictions), we will honor those rights.

    Non-Refundable Situations

    Refunds will not be granted for:

    • Change of mind or no longer needing the Service.
    • Lack of use or inactivity on your account.
    • Dissatisfaction with features that are clearly described on the Website and functioning as documented.
    • Failure to cancel before a renewal date.
    • Termination of your subscription due to a breach of our Terms & Conditions.

  7. Plan Changes, Upgrades & Downgrades

    8. Upgrades

    If you upgrade to a higher plan or add additional features, the extra fees may be charged immediately on a prorated basis for the remaining term, or added to your next invoice, as indicated on the Website at the time of upgrade.

    Downgrades

    • Downgrades (e.g., moving to a lower plan or removing features) generally take effect from your next billing cycle.
    • No refunds or credits are provided for any difference in price for the remainder of your current term unless we expressly agree otherwise.

    Usage-Based Charges

    If your plan includes usage-based components (e.g., overages, AI-credits), these will be billed as described on the Website and are non-refundable once incurred.

  8. Cancellations Initiated by Fragmatic

    9. We reserve the right to suspend or terminate access to the Service if:

    • You fail to pay fees when due, or
    • You violate our Terms & Conditions, use the Service fraudulently, or engage in abusive behavior.

    Where we terminate your subscription without cause (i.e., not due to your breach), we may provide a prorated refund or credit for any unused portion of the current term.

    Where we terminate for cause, no refund will be owed.

  9. How to Request a Refund or Billing Review

    10. If you believe a billing error has occurred or that you qualify for a refund under this Policy:

    1. Contact us using the details in the Contact section within 30 days of the charge in question.
    2. Include:
      • Your account email and company name,
      • The invoice or transaction ID,
      • The date and amount charged,
      • A brief explanation of the issue.

    We will review your request and respond within a reasonable time. Approval of refunds is at Fragmatic's discretion, subject to applicable law.

  10. Chargebacks

    11. If you have a concern about a charge, please contact us first. Most issues can be resolved quickly.

    • Unjustified or fraudulent chargebacks may result in immediate suspension or termination of your account.
    • We reserve the right to contest chargebacks that do not follow this Policy or our Terms & Conditions.

  11. Changes to This Policy

    12. We may update this Policy from time to time. When we do:

    • The "Last Updated" date at the top will be revised; and
    • The updated version will be posted on the Website.

    Your continued use of the Service after changes are posted means you accept the updated Policy.

  12. Contact

    13. If you have questions about this Refund & Cancellation Policy or need help with billing:

    Fragmatic Technologies Pvt. Ltd.
    Website: https://fragmatic.io
    Email: [email protected]

    Please include your account email and company name in all billing-related communications so we can assist you efficiently.