Our Commitment to Customer Satisfaction
At AbroadSign, we strive to deliver exceptional value and reliability for all users of our electronic signature and digital document management platform. We understand that selecting a global document signing solution is an important business decision, and we want to ensure that your investment meets your expectations. While our services are designed to provide immediate and ongoing value for cross-border business operations, we have established this Refund Policy to address situations where customers may need to request a refund. This policy reflects our commitment to fairness while recognizing the nature of digital subscription services and the investments our customers make when they choose our platform for their international agreement workflows.We encourage all prospective customers to take advantage of our free trial offerings and demonstration resources before committing to a paid subscription plan. Our platform is designed to deliver measurable improvements in document workflow efficiency, compliance management, and cross-border agreement execution from the very first day of use. By utilizing these evaluation resources, you can make an informed decision about whether AbroadSign aligns with your business requirements before making a financial commitment. We believe that transparency in our refund policies builds the trust necessary for long-term business relationships across borders.
Subscription Billing and Cancellation
AbroadSign offers monthly and annual subscription plans for our platform, each providing access to different feature tiers and usage limits as detailed on our pricing page. Subscriptions are billed in advance on a recurring basis according to the billing cycle you select during registration. When you upgrade your subscription plan mid-cycle, you will be charged a prorated amount reflecting the additional features for the remaining period of your current billing cycle. Subsequent billing for the upgraded plan will occur at the new rate from your next billing date. Annual subscriptions provide significant cost savings compared to monthly billing and are recommended for organizations that anticipate ongoing document signing needs across multiple jurisdictions.You may cancel your subscription at any time through your account settings panel or by contacting our support team. Upon cancellation, your subscription will remain active until the end of your current billing period, after which your account will be downgraded to our free tier or suspended depending on your usage history and account standing. We do not provide partial refunds for unused time on monthly subscriptions, though we evaluate refund requests on a case-by-case basis for annual subscriptions when exceptional circumstances apply. No refunds are provided for subscription fees charged more than 30 days prior to the refund request. For more details about our subscription tiers, please visit our comprehensive pricing page which outlines all available features.Refund Eligibility Criteria
Refund requests may be considered under the following circumstances: accidental duplicate charges resulting from payment processing errors on our platform, billing errors where the charged amount does not match your selected subscription plan, and technical issues that prevent you from accessing platform features you have paid for despite reasonable notification to our support team. To request a refund, you must submit a support ticket within 30 days of the charge in question, providing sufficient documentation to support your claim. Our billing team reviews each request within 5 business days and notifies you of the outcome via email to the registered account address.Refund requests due to change of mind after using the platform extensively are generally not approved, as we cannot recover the value of services already consumed during your subscription period. Similarly, refunds are not provided for subscriptions purchased through third-party resellers or partners, as those transactions are governed by the reseller’s own refund policies which vary by provider. If you have purchased AbroadSign services through a partner or enterprise agreement, please contact your dedicated account manager for assistance with billing inquiries related to your specific contract terms. You can learn more about our enterprise solutions on our enterprise document security page.
Exceptional Circumstances and Case-by-Case Evaluations
AbroadSign recognizes that exceptional circumstances can arise that may warrant special consideration for refund requests outside standard eligibility criteria. These circumstances may include extended service outages that significantly impact your business operations, billing errors that go undetected for longer periods due to communication delays, or other situations where fairness and customer relationship preservation outweigh standard policy considerations. Each such request is reviewed by our customer success management team who has discretion to approve exceptions based on the specific circumstances presented and the customer’s overall relationship with AbroadSign including account history and lifetime value.Enterprise customers with dedicated account managers may have customized billing arrangements that supersede standard refund procedures outlined in this policy. If you are an enterprise customer with specific service level agreements, please refer to your individual service agreement for the billing and refund terms that apply to your account. We are committed to maintaining long-term relationships with our customers and prefer to address billing concerns through open communication and flexible solutions rather than strict policy enforcement that damages customer goodwill. Our goal is to ensure that every customer feels valued and fairly treated when doing business with AbroadSign for their cross-border digital signature needs.Chargebacks and Payment Disputes
We encourage all customers to contact our support team directly before initiating a chargeback or payment dispute with their financial institution. Chargebacks can result in significant administrative costs for both parties and may affect your ability to use AbroadSign services in the future due to account suspension during investigation periods. Most billing concerns can be resolved quickly and amicably through direct communication with our billing team who are trained to handle disputes professionally and efficiently. Initiating a chargeback without first exhausting our customer support channels may result in automatic account suspension pending investigation of the disputed transaction.When you process payments through AbroadSign, you agree to comply with our Terms and Conditions and recognize our role as a platform provider rather than a payment processor for your own business transactions. Any disputes related to transaction fees charged by payment processors are governed by separate agreements with those providers including Stripe, PayPal, and other supported payment methods. For questions about specific charges on your statement, please contact our billing department with your account details and transaction references so we can provide immediate clarification and resolution.
How to Request a Refund
To submit a refund request, please navigate to our support portal and create a ticket with the subject line Refund Request along with a detailed description of your circumstances and any relevant documentation that supports your claim. Include your account email address, the invoice number or transaction ID for the charge in question, and a clear explanation of why you believe a refund is warranted based on our eligibility criteria. Our support team will acknowledge your request within 24 hours and escalate it to our billing specialists for thorough evaluation against our refund policy guidelines.Approved refunds are processed within 10 business days and credited to the original payment method used for the transaction to ensure security and traceability of funds. Please note that depending on your bank or payment provider, it may take an additional 5 to 10 business days for the refund to appear in your account statement. If you have not received a response to your refund request after 10 business days, please follow up through our support portal or contact us directly for status update on your pending case. We value your patience and will work diligently to resolve your inquiry as quickly as possible while maintaining the high standard of customer service you expect from AbroadSign.Have questions about billing or subscriptions? Our support team is ready to assist you with any billing inquiries, plan upgrades, or account concerns. Contact AbroadSign today to discuss your needs and find the perfect plan for your international document signing requirements.