This Refund Policy explains when Fox Works Inc. refunds payments made for GogoScreen, and what happens to your video time when we do. It is part of our Terms of Service. Prices, taxes and how plans renew are described in section 6 of those Terms.
Refunds are not issued automatically on request. A person on our team reviews each request. To ask for a refund, email support@gogoscreen.com from your account's email address and include the invoice number or the date and amount of the payment. We aim to reply within five business days.
1. Monthly plans
You can cancel a plan at any time with Manage billing, on the Video time or Billing page of your account. If you cannot open Manage billing, email us and we will cancel for you. Cancellation takes effect at the end of the current billing period. You keep your plan time until then, and we do not refund the unused part of the period, except where the law requires it.
If you were charged for a renewal that you meant to cancel, contact us within 14 days of the charge. We will review the situation in good faith and may refund it at our discretion.
A refund of a plan payment does not cancel the plan by itself. If you want the plan to stop, cancel it as well.
2. Top ups
Top up purchases are final once the video time has been added to your account, except when:
- the purchase was made in error within the last 24 hours and none of its time has been used;
- a technical problem on our side stopped the time from being added correctly; or
- the law requires us to refund it.
3. Free video time
Every new account gets 60 seconds of free video time, with a watermark. No payment details are needed and you are never charged for it. Free time has no cash value and cannot be refunded.
4. What a refund does to your video time
When we refund a payment, we remove the video time that payment added to your account. For a partial refund, we remove the same share of that time. If some of that time was already used, the used part is recorded as owed and is taken from the next video time you add.
If we refund a plan payment for a billing period that has already ended, the time from that earlier period has already expired, so we do not take anything from your current period's plan time.
5. Deleting your account
When you ask us to delete your account, your plan stops renewing straight away. The rest of the current billing period is not refunded, and any video time left on the account is deleted with it. If a renewal payment was already under way when you asked and it is collected anyway, we refund it, cancel the plan and add no time for it. See section 9 of our Terms of Service.
6. Disputes and chargebacks
If you have a problem with a payment, please contact us first at support@gogoscreen.com. We can usually resolve it faster than a bank dispute.
If you dispute a payment with your bank or card issuer, we cancel any plan on your account at once, remove the video time that payment added (as described in section 4), and block the account while we review the dispute. While it is blocked you can still sign in to see your account and billing information and to cancel your plan, and you can contact us about the dispute.
7. Suspected fraud
To protect our customers and ourselves, we check payments for signs of fraud, such as a stolen card. If our checks reject a payment as fraudulent, we refund it in full automatically, whatever the amount, and add no video time for it.
If we see card testing on an account, meaning repeated attempts to try card numbers, we freeze the account. No new payments are accepted on it while it is frozen, and it stays frozen while we review what happened. A payment that our payment processor was already handling before the freeze, and that can no longer be stopped, may still complete. If our checks had otherwise accepted it, we add the video time it paid for and review it with the rest of the account. A frozen account can still be used to see account and billing information and to cancel a plan.
If you think we got it wrong, contact us at support@gogoscreen.com.
8. How refunds are paid
Refunds go back to the payment method used for the original payment, through our payment processor, Stripe. Your bank or card issuer decides how long the refund takes to appear.
9. Your legal rights
Nothing in this policy limits a right to cancel, refund or other remedy that you have under consumer protection law and that cannot be removed by an agreement.
10. Changes to this policy
We may update this policy. If a change is material, we will tell you by email or in the Service before it takes effect. A change does not affect a refund request you made before the change. The date at the top of this page shows when this policy last changed.
11. Contact
Fox Works Inc., Toronto, Ontario, Canada
Support and refund requests: support@gogoscreen.com
Other enquiries: info@foxworks.ca