Refund Policy & 90-Day Guarantee

We stand behind the value Prival delivers. If you complete onboarding, engage with our team, and decide within the first 90 days that the platform is not right for you, we will refund your subscription fees — no argument, no run-around. This policy explains exactly how that works, what it covers, and what it does not.

1. The 90-Day Money-Back Guarantee

Starting from the date of your first paid invoice, you have 90 days to request a full refund of subscription fees paid. If you invoke the guarantee within that window and you meet the eligibility condition below, we will process a full refund of subscription fees to your original payment method. No partial refunds, no store credit — a full refund of what you paid for your subscription.

The guarantee period is 90 calendar days from your first invoice date, not 90 days of active use. The clock starts on billing day one.

2. What the Guarantee Covers

The 90-day money-back guarantee covers:

• Subscription fees paid during the guarantee period (monthly or annual subscription charges billed by Prival).

That is it. The scope is intentionally narrow and clear.

3. What the Guarantee Does NOT Cover

The following are explicitly excluded from the guarantee and are not refundable under any circumstances. This is not buried fine print — we want you to understand this before you sign up:

• Pass-through usage charges — AI token consumption, SMS messages, WhatsApp messages, email sends, and telephony minutes are billed at cost and cannot be refunded. These represent real infrastructure costs passed through to you.
• Third-party advertising spend — any money spent on Google Ads, Meta Ads, or other ad platforms managed through or in connection with Prival is governed by those platforms' policies, not ours.
• Separately scoped paid engagements — custom development, one-time setup services, or other work scoped and billed outside the subscription are non-refundable once delivered.

4. Eligibility Condition

To be eligible for a refund under the guarantee, you must have:

1. Completed the Prival onboarding process, and
2. Attended at least two scheduled working sessions with yourPrival team member.

We include this condition because the guarantee is about whether Prival delivered — not whether you showed up. If you completed onboarding, attended your sessions, and the platform still is not working for you, that is on us and we will give you your money back. If you did not engage with the onboarding or working sessions, we have not had the opportunity to deliver.

If you are having difficulty completing onboarding or scheduling sessions, please reach out to us. We will work with you, and in exceptional circumstances we may waive this condition at our discretion.

5. After 90 Days

Once the 90-day guarantee window closes, subscription fees are non-refundable for the current billing period. This means:

• If you are on a monthly plan and cancel mid-period, the remaining days in that period are not refunded.
• If you are on an annual plan, the unused portion of the annual term is not refunded.

Cancellation after the guarantee window is governed by our Cancellation Policy. Your service continues through the end of your paid period.

6. How to Request a Refund

To invoke the guarantee, email us at hello@prival.com with the subject line “Guarantee Refund Request” and include your account name and the reason for your request. We do not require an extensive explanation — a brief statement is fine. We will confirm receipt within one business day.

Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank or card issuer.

7. One Claim Per Business Entity

The 90-day money-back guarantee may be claimed once per business entity. Creating multiple accounts to claim the guarantee multiple times is a violation of our Acceptable Use Policy and may result in account termination.