Overview

This document provides guidance for managing billing-related queries and issues for GVO customers. Use this knowledge base to find solutions to common billing concerns and ensure smooth resolution of customer issues.

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1. Billing FAQs

1.1. What payment methods are accepted?

• Credit/Debit Cards (Visa, Mastercard, American Express, Discover)

• Crypto ( USDT/BSC)

• Other localized payment methods (where applicable)

1.2. How often will I be billed?

Customers can choose from the following billing cycles:

• Monthly

• Annual (offers a discount compared to monthly plans)

1.3. Where can I view my invoice or receipt?

Invoices and receipts are accessible in the Billing section of your account dashboard. Navigate to Your username in the right top corner and click the drop down menu > Edit My Billing to view or download.

1.4. Can I update my payment method?

Yes, customers can update their payment methods by logging into their account:

1. Navigate to Account > Billing > Payment Methods.

2. Select Update Payment Method and enter your new details.

1.5. What happens if my payment fails?

If a payment fails, you will receive an email notification, and your account will enter a grace period of 7 days. During this time, you can update your payment method to prevent service interruption.

2. Refund Policy

2.1. Am I eligible for a refund?

GVO offers refunds under the following conditions:

• Initial subscriptions canceled within 30 days of purchase are eligible for a full refund.

• Renewal monthly subscriptions are non-refundable, renewal yearly subscriptions are eligible for the full refund within 7 days

2.2. How do I request a refund?

To request a refund, submit a support ticket with the subject line "Refund Request" and include:

• Account details (email or username)

• Reason for the refund request

• Payment details or invoice number

3. Billing Disputes

3.1. How do I resolve a billing dispute?

If you believe you were charged incorrectly:

1. Contact support by submitting a ticket with the subject "Billing Dispute".

2. Include:

   • The invoice or transaction in question

   • A description of the issue

3. Our team will review and respond within 2 business days.

4. Cancelation Process

4.1. How do I cancel my account?

To cancel your GotBackup account:

1. Submit a ticket via the support section with the subject line "Cancel My Account".

2. Include:

   • Your account details (email or username)

   • Reason for cancellation

3. A confirmation email will be sent once the process is complete.

4.2. Will I be charged after cancellation?

Once your cancellation request is processed:

• You will not be charged for future billing cycles.

• No refunds will be provided for unused time in the current billing period unless eligible under the refund policy.

5. Tips for Resolving Billing Issues Quickly

1. Always provide accurate and complete details when submitting a ticket.

2. Check your payment method for any issues before contacting support.

3. Review the Billing section of your account for transaction history and invoice details.

This knowledge base will be updated periodically to reflect new policies and features.