Refund & Cancellation Policy

Last updated: 14 September 2025

Premier Possible is a subscription software service for real-estate and hospitality professionals. This policy explains when refunds are issued and how cancellations work. It applies in addition to our Terms of Service and doesn’t limit any non-waivable statutory rights.

1) Who we sell to

We primarily sell to businesses (B2B). If you buy as a consumer in a country that grants mandatory consumer rights (e.g., EEA/UK), those rights apply as required by law.

2) Cancellations

  • Self-serve: You can cancel any time from your account settings.
  • Effect of cancellation: Your subscription stays active until the end of the current billing period. You won’t be charged again, and access ends at renewal.
  • No partial refunds: We don’t refund unused time in a billing period or partial months after cancellation.

3) Refunds — when we do and don’t refund

Eligible for a refund

  • Duplicate or erroneous charges (e.g., you were billed twice).
  • Billing mistakes caused by us.
  • Service not delivered due to a platform issue (and we can’t promptly restore access). In these cases we may issue service credits or a pro-rated refund, at our discretion.

Not eligible for a refund

  • Change of mind after renewal or after using the service.
  • Add-ons/upsells (e.g., profile verification, enhanced listing visibility) once activated for the billing period.
  • One-time deliverables already provided (e.g., generated images, PDFs, or similar downloads). If the file is corrupted or fails to render due to our system, we’ll re-deliver or credit you.
  • Account suspension/termination for breach of our Terms or Acceptable Use.

4) B2B tax/VAT handling

If you enter a valid business tax ID at checkout (where applicable), we’ll apply reverse-charge/zero-rate rules where the law allows. If a valid ID is added after a B2C purchase, any tax adjustments or refunds will follow the payment processor’s rules (see Section 7).

5) Plan changes

  • Upgrades: Charged immediately; the new features are available at once. No refunds for previously paid periods.
  • Downgrades: Take effect at the next renewal. No refunds for the remaining time on the higher plan.

6) Service credits (downtime)

If we experience unplanned downtime exceeding 24 consecutive hours in your billing period, we may add account credits equal to the affected time. Credits are not cash and apply to future invoices only.

7) If you purchased via a Merchant of Record (e.g., Paddle)

For some regions we may use a Merchant of Record. In those cases:

  • The MoR (e.g., Paddle) is the seller of record and handles invoicing, tax, and refunds.
  • Refund approvals and timing are subject to the MoR’s policies and payment-network rules.
  • You’ll see the MoR’s name on your card/PayPal statement.
    We’ll help coordinate your request, but the MoR processes the refund.

8) How to request a refund

Email info@premierpossible.com

  • Subject line: Refund Request – [Invoice # / Email]
  • Your account email, invoice number(s), date charged, amount, and reason.
    We aim to respond within 2 business days. Approved refunds are issued to the original payment method; banks/payment networks typically take 5–10 business days to post funds. We don’t control currency conversion fees or bank charges.

9) Chargebacks and disputes

Please contact us before filing a chargeback—we can resolve most issues quickly. Unresolved chargebacks may result in account suspension and loss of promotional pricing.

10) Abuse & fair use

We may deny refunds to prevent abuse (e.g., repeated sign-ups/chargebacks, excessive use followed by cancellation).

11) Changes to this policy

We may update this policy from time to time. Material changes will be posted on this page with a new “Last updated” date.