Last updated: 6 October 2026. This policy is published before purchase so customers can understand the guarantee and refund process.
3-month, no-questions-required guarantee
If you are a first-time OFFLOAD Core customer and the service is not working for you, you may request a refund during the first 90 calendar days from your initial OFFLOAD setup payment. You do not need to provide a detailed justification for a guarantee request.
What the guarantee covers
For an eligible request made within the guarantee window, OFFLOAD will refund the OFFLOAD setup fee and OFFLOAD monthly service charges paid during that first 90-day period, unless a signed project agreement clearly states a different guarantee.
What is not part of the OFFLOAD refund
- Third-party costs that were separately disclosed and paid or committed specifically for your project, such as domain registration, premium licenses, external messaging usage or other non-refundable provider charges.
- Amounts paid directly by you to third-party providers.
- Fees or losses resulting from fraudulent, abusive or chargeback activity.
If a third-party payment processor does not return its processing charge to OFFLOAD, we will still apply the OFFLOAD refund described above to the service amounts covered by our guarantee; any processor-specific handling will be explained with the refund record.
How to request a refund
Email support@getsoffload.com from the email associated with the project and include your business name and payment/order reference if available. Write “Refund request” in the subject. We may verify your identity and transaction before processing the request.
Processing time
We aim to acknowledge a refund request within 3 business days and, once approved, initiate the refund within 5 business days. The time for funds to appear after initiation depends on the payment method, bank and payment processor.
What happens to service after a full refund
A full refund ends the refunded OFFLOAD service unless we agree otherwise in writing. Before the hosted service is disabled, we will communicate any practical handover or export step that is included in your project terms.
Need help before asking for a refund? You can still email the same address. Using support does not remove your right to request the guarantee while you remain inside the eligible window.