money back guarantee not applying to customers who make a 1 year commitment

[LizH681]

The moneyback link on our pricing page does not support the 30 day money back guarantee. Because if you prepay it says it does not refund your money. Yet someone who only makes a month to month commitment gets a 30 day money back guarantee anytime. I understand not giving them the 20-30% off depending on how long they prepaid. However I try to get everyone to make a commitment and the one year prepaid is a better commitment. Why not offer those loyal customers your best money back guarantee and service?

[Frankie_P]

Hi @LizH681  thank you for sharing this feedback with us! You are correct, our terms and conditions and prepaid guidelines do state that prepaid account balances are non-refundable. However there absolutely is a 30 day money back guarantee! As long as you cancel within 30 days of signing up, even when you prepay. In fact a member of our Billing Support sent you an email stating this on Monday the 17th at 5:51pm. Were you able to receive this email? If so I would suggest responding directly to that email with any further questions you may have.