Refund Policy
The last update to this Refund Policy was made on October 27, 202۳.
Refunds for the purchase of spy24 Software are governed by this Refund Policy.
PLEASE READ CAREFULLY BEFORE PLACING YOUR ORDER, AS IT DETERMINES YOUR RIGHTS REGARDING YOUR PURCHASES, INCLUDING IMPORTANT RESTRICTIONS AND EXCLUSIONS.
If you have purchased spy24 Software through a third-party online shop (third-party resellers) and wish to request a refund, you must submit your refund request to the reseller from whom you purchased the spy24 Software. You can find more details here.
General
In the event that you encounter technical issues with the Software that cannot be resolved by spy24 Customer Support Center, you may be eligible for a full refund in accordance with the Refund Policy outlined below. However, we believe that most refund claims can be avoided if you seek professional assistance from our Customer Support Center. To contact the Customer Support Center, please send an email to [email protected].
Refund Conditions
Subject to applicable law and the conditions outlined in this Refund Policy, you may be eligible to receive a full refund within 14 days following your purchase date, provided that your refund request aligns with the conditions specified in the Refund Policy below.
No refunds will be issued after 14 days from the date of purchase have elapsed.
Refund requests apply only to the primary (first) spy24 subscription.
If you have purchased additional subscriptions in separate orders, no refunds will be issued. A refund may be granted only once. If you later purchase another spy24 subscription, it will not be subject to the same refund request.
No refunds will be issued if the user has lost their private encryption key, resulting in data loss, temporary loss of access to the user's control panel, or any other inconveniences.
No refunds will be issued if a user refuses to reinstall or relink spy24 Software following an operating system upgrade on the target device.
No refunds will be issued if the user's target device does not comply with spy24's Compatibility Policy.
No refunds will be issued if the target device loses connectivity with the spy24 subscription due to lack of internet access, factory reset, or updating to the latest operating system version.
No refunds can be issued if the reasons for a refund are entirely beyond spy24's control. These reasons include, but are not limited to:
The target phone is not owned or used by the user or the user's child or ward.
The target phone lacks internet access (insufficient balance, temporary service interruption, roaming-related issues, etc.).
The carrier operator is changed by the user of the target phone, resulting in the loss of internet connectivity and improper functioning of spy24 Software.
An operating system update on the target phone.
The target phone is reset to its original factory settings.
The user does not follow the installation guidelines provided by our customer support team via email or telephone.
The user does not accept technical assistance.
The user does not have physical access to the target phone or has forgotten the unlock password.
The user did not receive the data saved on the target phone before spy24 was installed.
The target device runs an unsupported operating system. The following operating systems are NOT supported: Symbian Belle, Windows Phone, Windows Mobile, BlackBerry 10, or Bada.
The user intended to use spy24 on more than one target device after purchasing a single subscription plan, unless the user has purchased a subscription that allows the simultaneous use of spy24 on multiple target devices.
Personal reasons (change of mind, accidental purchase, non-use of the software, etc.).
spy24 Software was unlinked or damaged by antivirus software, the target device's owner, or other services.
spy24 without Jailbreak Solution
No refunds can be issued if the reasons for a refund are entirely beyond spy24's control. These reasons include, but are not limited to:
The target phone is not owned or used by the user or the user's child or ward.
The user does not have iCloud credentials for the target device, or they are not up-to-date.
iCloud backup cannot be activated on the target device by the user, even though it is technically possible.
The target device lacks daily Wi-Fi connectivity.
Change of carrier leading to the loss of internet connectivity and improper functioning of spy24 Software.
The user does not follow the installation guidelines provided by our customer support team via email or telephone.
The user intended to use spy24 on more than one target device after purchasing a single subscription plan, unless the user has purchased a subscription that allows the simultaneous use of spy24 on multiple target devices.
Personal reasons (change of mind, accidental purchase, non-use of the software, etc.).
The target device does not have sufficient iCloud storage space for saving backups, and the user is unable to increase it.
The user did not receive the data saved to their iCloud account before installing spy24 Software.
2-factor/2-step verification is enabled on the target device, and the user is either unable or unwilling to disable it.
Third-Party Products
No refunds can be issued if the reasons for a refund are entirely beyond spy24's control. These reasons include, but are not limited to:
Change of carrier leading to the loss of internet connectivity and improper functioning of third-party products.
The user does not follow the installation guidelines provided by third-party customer support teams via email, phone, or Live Chat.
Personal reasons (change of mind, accidental purchase, non-use of the software, etc.).
The user did not comply with guidelines, instructions, terms of use, license agreements, and/or other agreements, documents, and recommendations provided by the providers of such products regarding their correct use.
Phone Support
spy24 offers Phone Support services for users seeking a highly personalized level of technical support via phone calls. Users may access privileged technical phone support for matters related to reinstallation, explanations of how advanced features work, and guidance on jailbreaking/rooting a target device.
Phone Support services are non-refundable in all cases.
Users may use mAssistance for remote access to a target device to perform jailbreaking/rooting, installation, customization, etc., using TeamViewer.
This optional service is non-refundable.
Users who do not select spy24 Phone Support Services and/or mAssistance will continue to have access to standard technical support and standard spy24 support options offered at no additional charge (via email or Live Chat only).
Subscription Prolongation
Subscription prolongation is non-refundable.
Upgrades / Downgrades
No refunds will be issued for upgrades or downgrades to or from spy24 subscription plans.
Refund Procedure
You are required to send your refund request to the spy24 Billing Department at [email protected]. We do not accept refund requests made via Live Chat or by telephone. The refund decision will be made as soon as possible. Please note that for each transaction, 9% will be deducted from the refunded amount to cover fees charged by banks and payment processing companies.
Chargeback
In the event of a chargeback by a credit card company (or similar action by another payment provider allowed by us) in connection with your purchase of any subscription plan(s), you agree that we may suspend access to any and all accounts you have with us. Account reactivation is processed at our discretion and only after our receipt of the unpaid purchase(s).
Fees incurred as a result of chargebacks or other payment disputes brought by you, your bank, or a Payment Provider, and disputes that require accounting or legal services, shall be covered by you. Our reinstatement fee is currently set at $45 (US Dollars).