Refund & Cancellation Policy

1. Subscription Plans

Braille Link offers the following subscription types:

1.1 Personal Monthly Plan

Billed monthly on the same date each month. Grants access to all personal-tier features for individual users. Renews automatically each month until cancelled.

1.2 Personal Annual Plan

Billed once per year at a discounted rate. Grants access to all personal-tier features for a full 12-month period. Renews automatically each year until cancelled. You will receive a renewal reminder at least 14 days before your annual billing date.

1.3 Institution Annual Plan

Billed annually based on the number of licensed users within your institution. Includes all institutional features: workspace management, role-based access control, multi-factor authentication enforcement, audit logs, usage analytics, and priority support. Institutional plan pricing also includes an annual platform contribution (the institutionAnnualAmountMinor) agreed at the time of contract. Renews automatically unless cancelled in writing at least 30 days prior to the renewal date.

All prices are listed on our pricing page and are subject to change with 30 days' notice to existing subscribers.

2. Cancellation

2.1 How to Cancel

You may cancel your subscription at any time. Personal plan subscribers can cancel through the account settings page under Billing > Cancel Subscription. Institutional administrators may cancel by contacting us at support@tusomebraille.com.

2.2 Effect of Cancellation

Cancellation takes effect at the end of your current paid billing period. You will retain full access to the Service until the period end date — we do not cut off access immediately upon cancellation. No further charges will be made after the current period expires.

After the period end date, your account will be downgraded to a read-only or free-tier state (if applicable) or deactivated. Your data will be retained for 90 days following deactivation, during which you may contact us to download your content. After 90 days, your data will be permanently deleted in accordance with our Privacy Policy.

2.3 Institutional Cancellation Notice

Institutional accounts must provide written cancellation notice at least 30 days before the annual renewal date. Cancellations received after this window may result in a further 12-month term being invoiced. Please plan ahead to avoid unwanted renewal charges.

3. Refunds for Personal Plans

3.1 Monthly Plan — No Refunds

Monthly personal subscriptions are charged at the start of each billing period. Because access is granted immediately upon payment, monthly fees are non-refundable once a billing cycle has commenced. You may cancel at any time to prevent future charges.

3.2 Annual Plan — Pro-Rata Refund Within 14 Days

If you purchased a personal annual plan and wish to cancel, you are eligible for a pro-rata refund of the unused portion of your subscription provided that your refund request is submitted within 14 calendar days of the original purchase date (or renewal date).

The refund amount is calculated as follows:

• Divide the annual fee by 365 to determine the daily rate.
• Multiply the daily rate by the number of days remaining in your subscription at the time the cancellation is approved.
• The resulting amount will be refunded to your original payment method.

Refund requests for annual plans submitted more than 14 days after the billing date are not eligible for a refund, and the subscription will remain active until the annual period ends.

4. Institution Plans

4.1 No Standard Refunds After Onboarding

Institutional plans involve a significant onboarding process including workspace configuration, user provisioning, and technical integration. Accordingly, institutional subscription fees are non-refundable once the onboarding process has commenced (typically within 7 days of payment).

Onboarding is considered to have commenced when any of the following occur:

• The institution's workspace has been provisioned;
• One or more user accounts have been created under the institutional account;
• API credentials have been issued to the institution;
• Any translation requests have been processed under the institutional plan.

4.2 Partial Credit at Discretion

In exceptional circumstances — for example, where a significant service outage has materially impaired the institution's use of the platform for an extended period — we may at our sole discretion issue a partial credit note against future invoices. Credits are not cash refunds and are non-transferable. To request consideration for a partial credit, submit a written request with supporting details to admin@tusomebraille.com.

4.3 Service Credits Under SLA

Institutional subscribers on paid plans may also be eligible for service credits where uptime falls below the SLA commitment. See our Service Level Agreement for details on eligibility and credit calculation.

5. Trial Period

Braille Link may offer a free trial period for new subscribers. The duration of the trial will be clearly communicated at sign-up. During the trial period:

• No payment method may be required upfront, depending on the current trial offer.
• You will have access to a defined subset of features as specified in the trial terms.
• No charge will be applied until the trial period ends.
• If a payment method is stored, you will be automatically charged the applicable subscription fee when the trial expires unless you cancel before the trial end date.

If you cancel during the trial period, no charge is made and your account will be deactivated at the end of the trial. Trials are offered once per person or institution; creating additional accounts to access repeat trial periods violates our Acceptable Use Policy.

6. Billing Disputes

If you believe a charge on your account is incorrect — for example, a duplicate payment, a charge after cancellation, or an incorrect plan amount — please contact us within 30 calendar days of the charge appearing on your statement.

To raise a billing dispute, email admin@tusomebraille.com with the following information:

• Your account email address
• The date and amount of the disputed charge
• A description of why you believe the charge is incorrect
• Any supporting documentation (e.g., cancellation confirmation, receipts)

We will investigate and respond within 5 business days. If we confirm an error, we will issue a correction or refund within 10 business days of our confirmation. Disputes raised more than 30 days after the charge date may not be eligible for a refund at our discretion.

7. How to Request a Refund

To submit a refund request, please follow these steps:

1. Email admin@tusomebraille.com with the subject line: "Refund Request — [Your Account Email]".
2. Include your account email address, the subscription plan, and the billing date of the payment you wish to have refunded.
3. Briefly explain the reason for your refund request (e.g., accidental renewal, technical issue, change of circumstance).
4. We will acknowledge your request within 2 business days and notify you of the outcome within 5 business days.
5. Approved refunds will be credited to your original payment method within 5–10 business days, subject to your bank or card provider's processing times.

Refund requests submitted via other channels (e.g., social media or live chat) may experience delays. Using the billing email ensures your request is routed correctly and resolved quickly.

8. Contact

For billing and refund enquiries, please reach us at:

• Billing: admin@tusomebraille.com
• General support: support@tusomebraille.com
• Website: tusomebraille.com

Our support team is available Monday–Friday, 8:00 AM–6:00 PM (EAT, UTC+3). We aim to respond to all billing enquiries within 2 business days.