Money-Back Guarantee & Refund Policy

1. Refund Policy for Platform Service Fees & Subscription Services

This refund policy applies ONLY to MeetDefender platform service fees and subscription-based services. Attorney fees are governed by individual attorney refund policies.

Full Refund Eligibility for Subscription Services:

• Trial Cancellation: Cancel within trial period (if applicable) for full refund of subscription fees
• Technical Platform Failure: If platform is unavailable for 48+ hours preventing service use
• Billing Error: Duplicate charges or unauthorized subscription renewals
• Service Not Delivered: Subscribed features not accessible due to platform error

Full Refund Eligibility for Case-Based Platform Fees:

• Within 7 days of payment: If professional has not yet started substantive work on your case
• Professional misconduct: If professional violates conduct rules or platform policies
• Non-delivery of services: If professional fails to provide agreed-upon services
• Fraudulent verification: If professional credentials were falsified (platform fee refunded, not attorney fee)
• Verification Failure: If professional's verification status was invalid at time of case assignment
• Unresponsive professional: If professional fails to communicate for 5+ business days without valid reason

2. Partial Refund Policy

Partial refunds may be issued for:

• Services partially rendered: Prorated refund based on work completed
• Client-initiated termination: After work has begun (minus completed work value and platform fees)
• Mutual agreement: Client and attorney agree to partial refund terms

3. Non-Refundable Circumstances

Refunds will NOT be issued in the following cases:

• Client dissatisfaction with case outcome (case results are not guaranteed)
• Client failure to cooperate or provide requested information
• Client termination without cause after significant work completed
• Requests made more than 60 days after service completion
• Services already fully delivered and case resolved
• Professional withdrawal due to client misconduct or non-payment
• Verification Suspended Due to False Information: If professional's verification fails due to false or misleading information they provided
• Compliance-Related Suspensions: No refund if professional account suspended for non-compliance with verification requirements (client may be reassigned)
• Subscription Auto-Renewal: Subscriptions that auto-renewed (cancellation stops future charges, no refund for current period)

4. Refund Request Process

To request a refund:

1. Submit a refund request through your account dashboard
2. Provide detailed explanation and supporting documentation
3. Our dispute resolution team will review within 3-5 business days
4. We may contact you and your attorney for additional information
5. A decision will be communicated within 10 business days
6. If approved, refund will be processed within 5-10 business days

5. Dispute Resolution

If you disagree with our refund decision:

• Request escalation to senior management
• Participate in mediation (provided free by MeetDefender)
• Submit to binding arbitration as outlined in Terms of Service

6. Escrow Protection

All payments are held in escrow until:

• Services are delivered as agreed
• Client confirms satisfaction (or 14 days pass with no dispute)
• Milestone is completed (for milestone-based billing)

Your Protection: Funds are never released to attorneys until you confirm work is completed or the automatic release period expires. You can dispute charges during this time.

7. Platform Fee Policy

• If full refund is issued, platform fees are waived
• For partial refunds, platform fees are calculated based on services rendered
• Attorney commission fees are not refunded to clients (they're deducted from attorney payout)

8. Processing Time

Refunds are processed as follows:

• Credit card refunds: 5-10 business days
• Bank transfers: 7-14 business days
• Original payment method used whenever possible

9. Lender Subscription Refund Policy

• No refunds on monthly, quarterly, or annual lender subscriptions
• No pro-rated refunds for early cancellation
• No refunds for unused features or lack of case volume
• Cancellation stops future charges only - current period fees retained
• Account locked on chargeback - immediate termination with legal action

Lender accounts operate on strict payment-before-access model. All AI, documents, messaging, and case access require verified payment. No exceptions.

10. Chargeback Policy

• Professional accounts: Chargebacks result in immediate permanent suspension
• All team members locked: Entire team access revoked on chargeback
• Case assignments frozen: No new cases assigned, existing cases may be reassigned
• Platform commission retained: MeetDefender retains all commission fees
• Legal action: Fraudulent chargebacks prosecuted to full extent
• Blacklist: Chargeback accounts permanently banned from platform

Contact us BEFORE initiating chargebacks. We resolve 99% of disputes internally.

11. Professional Verification Guarantee

We guarantee that all professionals:

• All attorneys, lenders, and agents are AI-verified with active licenses
• Professionals maintain required liability insurance
• Professionals have passed identity and credential verification
• Credentials are current, monitored 24/7, and in good standing
• Annual re-verification required - no exceptions

If verification status becomes invalid during your engagement, you're notified within 24 hours and offered reassignment or platform fee refund.

12. Satisfaction Guarantee

If you're unsatisfied with your attorney match within the first consultation:

• Request a free re-match with a different attorney
• Receive a full refund of consultation fee
• No questions asked within first 48 hours

13. Contact Information

For refund requests or questions:

Email: refunds@meetdefender.com
Phone: 1-800-MEET-DEF
Live Chat: Available through your dashboard
Response Time: Within 24 hours