# Refund and Billing Policy (template)

Fill in each section, delete any that do not apply, and upload this file to the project knowledge. Write rules as plain conditions; the assistant quotes these sentences back, so be exact.

## 1. Plans covered
- Plans: (for example Monthly, Annual, Team)

## 2. Refund windows
- Monthly plans: (for example "No refunds for partial months. Cancellation stops the next renewal.")
- Annual plans: (for example "Full refund if requested within 14 days of the initial purchase or a renewal date and the account has not been used since that date.")

## 3. Duplicate or incorrect charges
- (for example "Duplicate charges for the same period are always refunded in full.")

## 4. Downgrades and proration
- (for example "Downgrades take effect at the next renewal. No prorated refunds.")

## 5. Limits frontline agents can approve without sign-off
- (for example "Up to one refund per customer per 12 months, up to 100 USD.")

## 6. Exceptions that need approval
- (for example "Any refund outside the windows above, any second refund within 12 months.")

## 7. Processing time to quote customers
- (for example "Refunds are issued within 2 business days; banks typically take 5 to 10 business days to show them.")

## 8. Alternatives to offer on a decline
- (for example "Cancel the next renewal", "Switch to the monthly plan at next renewal")

## 9. Fraud and unauthorized charges
- (for example "Do not refund. Ask the customer to reset their password and route to the fraud queue.")