REFUND AND CANCELLATION POLICY
Last Updated: June 2025, Monkey Brain LLC — Monkey DESK (M:DESK)
Last Updated: June 2025, Monkey Brain LLC — Monkey DESK (M:DESK)
This Refund and Cancellation Policy establishes the terms and conditions under which Monkey Brain LLC, operator of the Monkey DESK (M:DESK) platform, handles refund requests, cancellations, and payment disputes. Please read this policy carefully before subscribing to any of our plans.
Monkey DESK (M:DESK) is a software-as-a-service (SaaS). Services are provided digitally and are continuous in nature. Once a subscription is activated and Platform access is granted to the User, the contracted technology resources are made available immediately. In the case of the optional Onboarding and Personalized Configuration service, once the process begins, the configuration, training, and customization resources are consumed immediately and irreversibly.
For this reason, as a general policy, ALL SUBSCRIPTION CHARGES AND ONBOARDING FEES ARE NON-REFUNDABLE, except in the exceptions expressly contemplated in this Policy.
The optional Onboarding and Personalized Configuration service ($299.00 USD), once contracted and initiated, is completely non-refundable in all cases. This fee covers the costs of:
Monthly subscriptions are billed in advance at the beginning of each billing cycle. Once the charge for the current period has been processed, no partial or full refunds will be issued for unused remaining time.
If the User cancels their monthly subscription before the renewal date, they will retain Platform access until the last day of the already-paid period, with no additional charge.
In the event that Monkey Brain LLC offers annual subscription plans in the future, the specific refund and cancellation terms for such plans will be communicated at the time of their launch and will supersede this section. Currently, M:DESK operates on a monthly subscription model only.
Charges for optional Add-Ons such as WhatsApp Business API, AI Employee, Ad Manager, SEO/GEO, and others follow the same general policy: they are non-refundable once activated during the current billing period. Add-Ons may be cancelled at any time, and cancellation will take effect in the next billing cycle.
5.1 HIPAA Compliance Add-On — Special Policy
The HIPAA Compliance Add-On ($499.00 USD/month) has an absolute and unrestricted non-refund policy. Once activated, this Add-On is non-refundable under any circumstances, including but not limited to: early cancellation, non-use, change of business activity, or account termination.
This is because activation of the HIPAA Add-On triggers immediate and irrevocable contractual and technical federal compliance obligations on the part of Monkey Brain LLC and its technology infrastructure provider, including activation of the underlying infrastructure's Business Associate Agreement (BAA), configuration of additional security safeguards, and establishment of legally required audit logs.
CRITICAL WARNING: Cancelling the HIPAA Add-On while patient PHI remains stored on the Platform constitutes a breach of the executed BAA and may generate federal liabilities for the Covered Entity. Before cancelling the HIPAA Add-On, the Covered Entity must ensure that all patient PHI has been deleted or exported from the Platform.
Monkey Brain LLC may consider full or partial refund requests, at its sole discretion, only in the following exceptional cases:
6.1 Billing Error
If a duplicate charge, incorrect charge, or unauthorized charge occurred as a result of a technical error by M:DESK or its payment processor, the Client is entitled to a full refund of the incorrectly charged amount. The User must report the error within thirty (30) calendar days following the charge.
6.2 Extended Service Outage
If the Platform experiences a complete service outage attributable exclusively to Monkey Brain LLC or its Third-Party Infrastructure providers for a continuous period exceeding seventy-two (72) hours, and said outage was not caused by scheduled maintenance, force majeure, or circumstances beyond Monkey Brain LLC's reasonable control, a credit proportional to the downtime may be considered.
6.3 Trial Period (when applicable)
In the event that Monkey Brain LLC offers a free or evaluation trial period, the User may cancel during said period at no charge. The specific conditions of the trial period will be communicated at the time of the offer and will prevail over this Policy.
To request a refund under the exceptions contemplated in this Policy, the User must:
Monkey Brain LLC will acknowledge receipt of the request within two (2) business days and will issue a final resolution within no more than fifteen (15) business days from receipt of the complete request.
Approved refunds will be processed to the original payment method used at the time of subscription. Processing time depends on the User's bank or card provider, and generally takes between five (5) and ten (10) business days. Monkey Brain LLC is not responsible for delays attributable to third-party financial institutions.
Monkey Brain LLC considers chargebacks initiated without following the refund request process established in this Policy to be a violation of the Terms and Conditions. In the event of a chargeback, Monkey Brain LLC reserves the right to:
Users are encouraged to contact M:DESK directly at Service@monkeydesk.io or (787) 663-6373 before initiating any dispute with their financial institution, as most issues can be resolved quickly and satisfactorily.
Users may request a plan change (upgrade or downgrade) at any time. Upgrades will be effective immediately and the proportional difference for the remaining time in the current billing cycle will be charged. Downgrades will be effective at the start of the next billing cycle.
If Monkey Brain LLC terminates the User's account for breach of the Terms and Conditions, no refund will be issued. If Monkey Brain LLC terminates the service for reasons not attributable to the User (e.g., service discontinuation), a prorated refund for unused time will be offered.
For inquiries about this Policy or to initiate a refund request:
Monkey Brain LLC — Monkey DESK (M:DESK)
Support email: Service@monkeydesk.io
Support phone: (787) 663-6373
Hours: Monday–Friday, 9:00 AM – 6:00 PM (AST)
Website: monkeydesk.io
© 2025 Monkey Brain LLC — All Rights Reserved | Puerto Rico, U.S.A.
