How to Request A Proper Refund

• Order Confirmation Email: Have the email you received when your purchase was made for reference.
• Transaction ID: Locate the unique transaction ID associated with your purchase, which can typically be found in your order confirmation or account history.
• Account Information: Ensure you have your Proper account login details handy, as you may need to verify your identity.
• Reason for Refund: Be prepared to clearly articulate the reason for your refund request, whether it involves product quality, subscription issues, or service dissatisfaction.
• Proof of Issue: Gather any relevant documentation, such as screenshots of the issues experienced, to support your refund claim.
• Subscription Details: If applicable, include the specifics of your subscription plan, including start date and any changes made since initiation.
• Shipping Information: For any physical products, have your shipping details ready, including tracking numbers, if applicable.
• Payment Method Details: Confirm the payment method used for the purchase, as you may need to provide those details during the refund process.
• Timeframe Compliance: Check the refund policy timeframe and prepare to demonstrate that your request is within the allowed period.

At Proper, we aim to provide our customers with high-quality wellness products and services tailored to their needs. We understand that situations may arise where customers need clarification regarding their billing or subscription services. Below are specific circumstances under which users may be eligible for a refund.

• Subscription Cancellation: If a customer cancels their subscription prior to the next billing cycle and notices a charge on their account, they may inquire about a potential refund for that billing period.
• Product or Service Issues: If a customer experiences a significant issue with a product or service provided, they might be eligible for a refund by reporting the issue within a designated timeframe.
• Account Management Queries: If a customer has questions regarding charges related to their account management or subscription details, they may contact support for clarification and possible resolution regarding any billing concerns.
• Trial Periods: Users who signed up for a trial period may qualify for a refund if they decide to cancel before the trial concludes but still observe a charge on their account during that period.

We encourage all customers to reach out to our support team for assistance with any questions about their account status or billing inquiries to understand their options better.

At Proper, customer satisfaction is paramount, and many users have successfully navigated refund processes in various situations. Here are some real user scenarios illustrating how refunds were effectively claimed:

• Subscription Adjustment: A user decided to switch from a monthly to an annual subscription. After realizing that the annual plan was not activated on their account, they contacted Proper’s support team. The support team promptly identified the issue and authorized a refund for the first month of the new plan, ensuring the user only paid for the annual commitment.
• Service Interruption: During a planned maintenance period, a user experienced an unexpected service outage that affected their access to critical features. After reaching out to customer support to inquire about the issue, Proper offered a prorated refund for the time the user was unable to utilize the service, demonstrating their commitment to user experience.
• Account Limit Reinstatement: A user initially opted for a basic plan but later realized they needed additional features that were only available in a higher tier. After upgrading their plan and realizing they had been overcharged during the transition, they contacted Proper support. The team examined the account details and processed a refund for the difference in cost, ensuring a smooth upgrade process for the user.
• Billing Clarification: A user noticed an unexpected charge related to a promotional offer they believed they had opted out of. They reached out to Proper’s support team for clarification. After reviewing the situation, Proper confirmed the user’s preferences and issued a refund for the promotional charge, showing diligence in aligning charges with user expectations.

Tracking your refund status with Proper is a straightforward process, thanks to our dedicated tools and communication methods. Here’s how you can efficiently stay updated on your refund progress:

• Email Notifications: Keep an eye on your email inbox for automatic updates from Proper regarding your refund status. These emails will include important information such as when your refund request is initiated and when the refund is processed.
• In-App Notifications: If you use the Proper mobile app, you’ll receive real-time notifications directly through the app. Make sure your notifications are enabled to stay informed during the refund process.
• Account Dashboard: Log into your Proper account and navigate to the Order History section. Here, you can view the status of your refund requests, including any pending or completed transactions.
• Billing Section Insights: The Billing section of your account provides detailed information regarding your payments and refunds. You can check the date when your refund was issued and the amount refunded.
• Refund Progress Information: Proper provides updates at key stages of your refund request, including approval and processing. You can see these stages in your account dashboard, allowing you to track the refund progress clearly.
• Customer Support: If you have specific questions or need further assistance, reach out to Proper’s customer support team through the app or website. They can provide detailed information about your refund status, ensuring you have the latest updates.