1. Introduction and Scope
This Refund and Cancellation Policy ("Policy") applies to all subscription services provided by PT. Nook Digital Ventures ("Nook," "we," "us," or "our") through our AI-powered lead generation platform. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.
By subscribing to our Service, you acknowledge and agree to the terms outlined in this Policy.
2. Subscription Plans and Billing
2.1 Available Plans
- Starter Plan: IDR 299.000/month - 60 leads monthly, basic features
- Pro Plan: IDR 469.000/month - 150 leads monthly, advanced features
2.2 Billing Cycle
- All subscriptions are billed monthly in advance
- Billing occurs on the same date each month as your initial subscription
- Payments are processed through Xendit (PT. Sinar Digital Terdepan)
- All fees are charged in IDR unless otherwise specified
2.3 Automatic Renewal
- Subscriptions automatically renew each month unless cancelled
- Renewal occurs at the current subscription rate
- Payment method on file will be charged automatically
- You will receive email confirmation of successful renewals
3. Free Trial Terms
3.1 Trial Period
- New users receive a 14-day free trial
- No credit card required for trial activation
- Full access to your selected plan's features during trial
- Trial automatically expires after 14 days
3.2 Trial Cancellation
- You may cancel your trial at any time during the 14-day period
- No charges will be applied if cancelled before trial expiration
- Trial cancellation is immediate and final
- No refunds available for trial periods (as no payment is collected)
3.3 Trial to Paid Conversion
- Manual upgrade to paid plan required after trial expires
- No automatic conversion to paid subscription
- Account access suspended after trial expiration until upgrade
- Lead delivery stops immediately upon trial expiration
4. Cancellation Process
4.1 How to Cancel
You may cancel your subscription through the following methods:
- Platform Dashboard: Use the cancellation feature in your account settings
- Email Request: Send cancellation request to info@nookapp.io
- Customer Support: Contact our support team for assistance
4.2 Cancellation Requirements
- Cancellation requests must be submitted before your next billing date
- Account holder or authorized user must initiate cancellation
- Cancellation confirmation will be sent via email
- Cancellation is effective at the end of your current billing period
4.3 Immediate Cancellation
- You may request immediate cancellation at any time
- No refund will be provided for the remaining subscription period
- Access to the Service will be continued until the end of the current billing period
5. Refund Policy
5.1 General Refund Terms
- All subscription fees are non-refundable except as specifically outlined below
- No refunds for partial subscription periods
- No refunds for subscription downgrades
5.2 Exceptional Refund Circumstances
Refunds may be considered only in the following limited circumstances:
5.2.1 Technical Service Failures
- Service unavailable for more than 48 consecutive hours due to our technical issues
- Significant service degradation lasting more than 7 days
- Critical features completely non-functional for extended periods
5.2.2 Billing Errors
- Duplicate charges due to system errors
- Incorrect subscription plan charges
- Charges after successful cancellation processing
5.2.3 Legal Requirements
- Refunds required by applicable consumer protection laws
- Refunds mandated by regulatory authorities
- Refunds necessary for legal compliance
5.3 Refund Process
- Refund requests must be submitted within 30 days of the billing date
- Requests must include detailed explanation of circumstances
- Supporting documentation may be required
- Refund decisions are at our sole discretion
- Approved refunds processed within 5-10 business days
5.4 Refund Limitations
- Maximum refund amount limited to fees paid in current billing period
- No refunds for indirect costs or business losses
- No refunds for opportunity costs or lost leads
- No refunds for third-party service fees (payment processing, etc.)
6. Service Modifications and Cancellations
6.1 Service Changes by Nook
- We may modify, suspend, or discontinue features at any time
- Material service reductions may qualify for pro-rated refunds
- Users will receive 30 days advance notice of significant changes
- Continued use after changes constitutes acceptance
6.2 Price Changes
- Subscription price increases require 30 days advance notice
- Price changes apply to next billing cycle
- You may cancel before price increase takes effect
- No refunds for price increases you don't accept
6.3 Service Discontinuation
- If we discontinue the Service entirely, pro-rated refunds will be provided
- Users will receive reasonable advance notice
- Data export options will be provided when feasible
- Refunds calculated based on unused subscription period
7. Account Termination by Nook
7.1 Termination for Cause
- Immediate termination for Terms and Conditions violations
- Immediate termination for illegal activities
- Immediate termination for abuse of Service
- No refunds provided for termination due to user violations
7.2 Termination for Non-Payment
- Account suspension after 7 days of payment failure
- Account termination after 30 days of non-payment
- Opportunity to remedy payment issues before termination
- No refunds for accounts terminated due to non-payment
7.3 Effect of Termination
- Immediate loss of access to Service
- Lead delivery stops immediately
- Account data may be deleted after reasonable period
- Outstanding payments remain due
8. Dispute Resolution
8.1 Internal Resolution
- First, contact our customer support team
- Provide detailed explanation of your concern
- Allow reasonable time for investigation and response
- Escalation to management available if needed
8.2 Payment Disputes
- Contact us immediately for billing concerns
- Provide transaction details and supporting documentation
- Work with us before disputing charges with payment provider
- Cooperation required for dispute resolution
8.3 Chargeback Policy
- Unauthorized chargebacks may result in account termination
- Valid billing disputes should be resolved directly with us first
- Chargeback fees may be charged to your account
- Account access suspended during chargeback investigation
9. Regional Considerations
9.1 Indonesian Consumer Rights
- Compliance with Indonesian consumer protection laws
- Additional rights may apply under local regulations
- Refund terms may be modified to meet legal requirements
- Local dispute resolution mechanisms available
9.2 International Users
- Consumer protection laws of your jurisdiction may apply
- Additional refund rights may be available in your region
- Currency conversion handled by payment processor
- International banking fees are user's responsibility
10. Force Majeure
10.1 Exceptional Circumstances
- Service interruptions due to events beyond our control
- Natural disasters, government actions, or infrastructure failures
- Pandemic-related disruptions or regulatory changes
- Cyber attacks or security incidents
10.2 Force Majeure Response
- No refunds automatically provided for force majeure events
- Service credits may be offered at our discretion
- Alternative service arrangements when possible
- Communication regarding significant disruptions
11. Policy Updates
11.1 Changes to Policy
- This Policy may be updated periodically
- Material changes will be communicated via email
- 30 days advance notice for significant changes
- Continued use constitutes acceptance of updated policy
11.2 Notification Methods
- Email notifications to account holders
- Platform notifications and announcements
- Website posting of updated policy
- Version control and change history maintained
12. Contact Information
12.1 Cancellation and Refund Requests
- Email: info@nookapp.io
- Subject Line: "Cancellation Request" or "Refund Request"
- Include: Account email, subscription details, and reason for request
12.2 Billing Inquiries
- Email: info@nookapp.io
- Response Time: 1-2 business days
12.3 Company Information
PT. Nook Digital Ventures
Address: Paramount Land Serpong, Plaza Times Square Unit 81728 Lt 2-4, Medang, Kec. Pagedangan, Kabupaten Tangerang, Banten 15334
Indonesia
General Contact: info@nookapp.io
13. Important Reminders
13.1 Key Points
- Subscriptions are non-refundable except in exceptional circumstances
- Cancel before your next billing date to avoid charges
- Free trial requires no payment and can be cancelled anytime
- Contact support first for any billing concerns
13.2 Best Practices
- Review your subscription regularly
- Update payment information to avoid service disruption
- Contact support promptly for any issues
- Keep records of all subscription-related communications
Last updated: 16 July 2025
This Refund and Cancellation Policy is part of our Terms and Conditions and should be read together with our Privacy Policy. By subscribing to our Service, you acknowledge that you have read, understood, and agree to be bound by this Policy.