Money-Back Guarantee

1. What Is Covered by Our Guarantee

1.1 Subscription Services

Our guarantee applies FIRST to subscription-based additional services (premium features, advanced analytics, team collaboration tools, etc.):

• Trial Cancellation: Cancel during trial period for full refund of subscription fees
• Subscription Dissatisfaction: Cancel within 14 days of first subscription charge if features don't meet expectations
• Service Unavailability: Prorated refund if subscribed features unavailable for 48+ hours
• Billing Errors: Full refund for duplicate or unauthorized subscription charges

1.2 Platform Service Fees (Case-Based)

For case-based service fees, refunds are available under limited circumstances. This fee covers platform facilitation, AI matching, and compliance monitoring.

1.3 Eligible Circumstances for Service Fee Refund

You may be eligible for a platform service fee refund if:

• Technical platform failure prevented professional connection within 48 hours
• No AI-verified professional accepted your case within 7 business days
• Platform billing error resulted in duplicate charges
• Case was cancelled by MeetDefender due to technical issues
• Verification Failure: Assigned professional's verification status was invalid at assignment (rare due to automated checks)

1.4 No Refund if Verification Fails Due to False Information

If a professional's verification fails because they provided false or misleading information, MeetDefender is NOT responsible for refunds. Platform service fees are non-refundable in cases of professional fraud or misrepresentation. Clients may be reassigned to verified professionals.

1.5 Time Limits

Refund requests must be submitted within 30 days of the original payment date. Requests submitted after 30 days will not be considered. Subscription cancellations can be made anytime but refunds apply only per terms above.

2. What Is NOT Covered *

2.1 Excluded Circumstances

NO REFUND will be provided for:

• Attorney fees - regardless of reason
• Case outcomes - we do not guarantee results
• Attorney performance issues - quality of legal services
• Attorney communication problems - responsiveness or availability
• Dissatisfaction with legal advice or strategy
• Case dismissal or unfavorable rulings
• Missed deadlines by attorney
• Attorney-client disputes - fee disagreements, service quality
• Change of mind - after attorney accepts case
• User error - incorrect information provided
• User violation of Terms of Service
• Cases accepted by attorney - service fee is earned upon acceptance

2.2 Platform Commission is Non-Refundable *

CRITICAL: MeetDefender retains a commission (typically 15-25%) from attorney fees. This commission is NON-REFUNDABLE under all circumstances, including:

• If attorney provides a refund to client
• If attorney withdraws from case
• If client terminates attorney relationship
• If case is dismissed or settled
• If attorney service is unsatisfactory
• Under any other circumstances whatsoever

Example: If you pay $1,000 in attorney fees and MeetDefender retains $150 (15%) commission, even if the attorney refunds you $1,000, MeetDefender retains the $150 commission. The attorney receives $850 and refunds from their own funds.

3. Attorney Fee Refunds

3.1 Attorney Discretion *

Attorney fee refunds are entirely at the attorney's discretion and subject to their individual refund policies. Common scenarios:

• Full refund: If attorney hasn't started work
• Partial refund: For work completed minus time spent
• No refund: After substantial work completed or case resolved

You must negotiate refunds directly with your attorney. MeetDefender is not involved in attorney refund decisions or disputes.

3.2 Commission & Platform Fee Retention After Professional Refund *

If a professional chooses to refund you, MeetDefender retains its commission and platform fees. The refund comes from the professional's portion of the fee, not from MeetDefender.

3.3 Compliance-Related Refund Exceptions

Special refund rules for verification/compliance issues:

• Verification Suspended (False Info): NO refund if professional provided false information causing verification failure
• Verification Lapsed During Service: Platform fee MAY be refunded if work not started; client reassigned to verified professional
• Annual Re-Verification Overdue: Platform blocks case assignment; existing cases may continue if client consents

4. Refund Request Process

4.1 How to Request Platform Service Fee Refund

1. Submit request through platform or email refunds@meetdefender.com
2. Provide case number, payment details, and reason for refund
3. Include documentation supporting your claim
4. Allow 5-10 business days for review
5. Receive decision via email

4.2 How to Request Attorney Fee Refund

1. Contact your attorney directly
2. Discuss reasons for refund request
3. Negotiate refund amount if attorney is willing
4. If unresolved, contact your state bar association
5. Consider fee arbitration or legal action if necessary

DO NOT contact MeetDefender for attorney fee refunds. We cannot and will not intervene in attorney-client financial disputes.

5. Dispute Resolution

5.1 Platform Fee Disputes

If your platform service fee refund request is denied and you disagree, you may:

• Request review by senior customer service
• Initiate arbitration as specified in Terms of Service
• File chargeback with credit card (may result in account termination)

5.2 Attorney Fee Disputes

For attorney fee disputes:

• Contact your state bar association's fee dispute program
• Request mediation or arbitration through bar association
• Consult another attorney about potential malpractice claims
• File complaint with bar association if ethical violations occurred
• Consider small claims court or civil litigation

6. Subscription Service Refund Terms *

Trial Cancellation Terms:

• Free Trial: Cancel anytime during trial with no charges
• Paid Trial: Cancel within trial period for full refund of trial fee
• Post-Trial: Subscription auto-renews; cancel to stop future charges (no refund for current period)

Refund Logic Tied to Compliance Status:

• Subscription Suspended (Compliance): If your account is suspended due to failed verification, subscription fees for unused period are refunded
• Subscription Suspended (Violation): If suspended for Terms of Service violations, NO refund issued
• Voluntary Cancellation: Unused portion of annual subscriptions refunded on prorated basis

7. No Guarantees of Case Outcomes *

Case outcomes depend on facts, law, professional skill, and many factors outside MeetDefender's control. No one can guarantee legal results. AI verification validates license status only—not professional competence or case outcomes.

8. Processing Times

• Refund requests reviewed within 5-10 business days
• Approved refunds processed within 5-7 business days
• Refunds issued to original payment method
• May take additional time for bank/card processing

9. Modifications to Policy

MeetDefender reserves the right to modify this Money-Back Guarantee at any time. Changes apply to cases initiated after the modification date. Your current case is governed by the policy in effect when you made payment.

10. New Feature Refund Policy

10.1 AI Task Checklists & Deadline Reminders

Task checklist generation and automated attorney reminders are platform features included in the subscription. If these features experience a technical failure for 48+ hours, a prorated refund of the subscription fee for affected days may be issued upon request.

10.2 Client Booking System

• Booking tool unavailability (48+ hours): Eligible for prorated subscription refund
• Attended sessions: Non-refundable regardless of outcome
• No-show by attorney: Contact support@meetdefender.com — case reviewed individually
• Booking made in error: Cancel at least 24 hours in advance; no charge for uncompleted sessions

10.3 Client Billing Portal & Invoices

• Payments made through the billing portal are subject to the same refund terms as all other platform payments
• Automated receipts are generated on every transaction — retain these for your records
• Billing disputes should be submitted through the platform Dispute Resolution system before initiating chargebacks
• Chargebacks filed without prior platform dispute may result in account suspension

12. Legal Limitations

This guarantee does not limit MeetDefender's liability limitations in the Terms of Service. Maximum liability remains limited to platform service fees paid.