Our Commitment to Client Satisfaction
At AppUserGrow, we stand behind the quality of our services. This policy outlines our refund, cancellation, and dispute resolution procedures to ensure transparency and fairness for all clients.
1. Refund Eligibility
1.1 Money-Back Guarantee (First Month Only)
New clients are eligible for a full refund if they are not satisfied with our services within the first 30 days, provided:
- The refund request is made within 30 days of the initial payment
- The client has actively participated in the onboarding process
- The client has provided necessary access and information as requested
- The request is made in writing via email to acexiong22@gmail.com
1.2 Partial Refunds
Partial refunds may be issued in the following circumstances:
- Service Interruption: If AppUserGrow fails to deliver agreed-upon services due to our error, a pro-rated refund will be issued for the affected period
- Early Termination by AppUserGrow: If we terminate services early for reasons other than client breach, unused service fees will be refunded
- Billing Errors: Any overcharges or duplicate charges will be refunded immediately upon discovery
1.3 Non-Refundable Situations
Refunds will NOT be issued in the following cases:
- After the first 30 days of service (except for service interruptions or billing errors)
- If the client has violated our Terms of Service
- If the client has provided false or misleading information
- For services already rendered and delivered as agreed
- Due to market conditions, competition, or factors beyond AppUserGrow's control
- If the client's product/service is of poor quality or violates platform policies
- For third-party advertising costs already spent on behalf of the client
2. Cancellation Policy
2.1 How to Cancel
To cancel your AppUserGrow services, you must:
- Submit a written cancellation request via email to acexiong22@gmail.com
- Include your account details and reason for cancellation
- Provide at least 30 days' advance notice
2.2 Notice Period
30-Day Notice Required: Clients must provide 30 days' written notice before the next billing cycle to avoid being charged for the following month.
Example: If your billing date is the 1st of each month and you submit cancellation on January 15th, you will be charged for February, and services will end on February 28th.
2.3 Minimum Contract Period
Most service packages require a minimum 3-month commitment. If you cancel before completing the minimum term:
- You remain responsible for payment through the end of the minimum term, OR
- You may pay an early termination fee equal to 50% of the remaining contract value
Exception: The 30-day money-back guarantee (Section 1.1) overrides the minimum contract period for first-time clients.
2.4 What Happens After Cancellation
- Active campaigns will continue until the end of the paid period
- You will receive a final performance report
- Access to analytics dashboards will be maintained for 30 days after service ends
- All client data will be securely deleted 90 days after service termination (unless otherwise requested)
- No refund will be issued for the current billing period (services already rendered)
3. Refund Processing
3.1 Timeline
Review Period: Refund requests are reviewed within 5 business days of receipt.
Processing Time: Approved refunds are processed within 10 business days.
Bank Processing: Depending on your payment method and bank, it may take an additional 5-10 business days for the refund to appear in your account.
3.2 Refund Method
Refunds will be issued to the original payment method used for the purchase:
- Credit/Debit Card: Refunded to the same card
- Bank Transfer: Refunded to the originating bank account
- Other Methods: Refunded via the same payment processor
3.3 Notification
You will receive email confirmation when:
- Your refund request is received
- Your refund request is approved or denied
- Your refund has been processed
4. Dispute Resolution Process
4.1 Step 1: Contact Customer Service
If you have any concerns or disputes regarding our services or billing:
Response Time: We aim to respond to all inquiries within 24 hours (business days).
4.2 Step 2: Formal Complaint
If the initial contact does not resolve your issue:
- Submit a formal written complaint via email
- Include all relevant details, documentation, and desired resolution
- A senior team member will review your case within 5 business days
- You will receive a detailed response with our proposed solution
4.3 Step 3: Mediation
If we cannot reach a mutually acceptable resolution:
- Both parties agree to attempt mediation before pursuing legal action
- Mediation will be conducted by a neutral third-party mediator
- Costs of mediation will be shared equally between both parties
- Mediation location: Hong Kong or via online video conference
4.4 Chargeback Policy
Please Contact Us First: Before initiating a chargeback with your bank or credit card company, please contact us directly. Chargebacks can result in:
- Immediate suspension of services
- Additional fees to cover chargeback processing costs
- Termination of your account
- Difficulty resolving the issue amicably
We are committed to resolving all disputes fairly and will work with you to find a satisfactory solution.
5. Promotional Offers and Special Terms
5.1 Promotional Campaigns
From time to time, AppUserGrow may offer promotional discounts or special offers. These promotions:
- Are subject to specific terms and conditions stated at the time of offer
- May have expiration dates and limited availability
- Cannot be combined with other offers unless explicitly stated
- May require a longer minimum commitment period
5.2 Refunds on Promotional Pricing
If you received promotional pricing and request a refund:
- The refund will be calculated based on the promotional price paid, not the regular price
- Any promotional bonuses or free services will be deducted from the refund amount
- Special promotional terms may include non-refundable clauses
5.3 Free Trials
If applicable, free trial periods:
- Must be cancelled before the trial end date to avoid charges
- Automatically convert to paid subscriptions unless cancelled
- Require valid payment information to activate
6. Contact Information for Refunds and Cancellations
For all refund requests, cancellations, or disputes, please contact:
AppUserGrow - Customer Service
Heng On Building 27A
15 Heng On Street
Kwun Tong, Kowloon
Hong Kong
Email: acexiong22@gmail.com (Primary contact method)
Phone: +852 46220755
Business Hours: Monday - Friday, 9:00 AM - 6:00 PM HKT
Contact Form: www.crudtop.com/contact
📧 For Fastest Response: Email is our preferred contact method for refund and cancellation requests. Please include your account details and a clear description of your request.
7. Policy Updates
AppUserGrow reserves the right to update this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting to our website. Clients will be notified of material changes via email.
Continued use of our services after policy changes constitutes acceptance of the updated terms.
Last Updated: November 2, 2025