1. Non-refundable subscriptions
SocialStudio charges subscription fees in advance for access during the applicable billing period. Except where a refund is expressly required by applicable law, every subscription payment is final and non-refundable.
Paddle is the Merchant of Record for SocialStudio purchases. Refund requests and payment disputes may be processed by Paddle under its buyer terms and applicable legal obligations. This Policy states SocialStudio's commercial refund position but does not override mandatory rights administered by Paddle or required by law.
We do not issue refunds, prorated refunds, or account credits for:
- unused days or unused features during a billing period;
- failure to use the Service, forgotten subscriptions, or account inactivity;
- cancellation after a new billing period has started;
- changes in business needs, staffing, social strategy, or connected accounts;
- failure to obtain or maintain third-party social-platform approval;
- content rejected, restricted, delayed, or removed by a social platform;
- temporary feature limitations, platform API changes, or supported-platform changes;
- downgrades, removal of team members, or partial use of the Service; or
- failure to cancel before the renewal date.
2. Cancellation
You may cancel your subscription at any time through available billing controls or by contacting hello@chaello.com. Cancellation stops the next automatic renewal. It does not reverse a payment already processed and does not create a refund or credit.
Unless access is suspended for breach, security, fraud, or legal reasons, you may continue using paid features until the end of the current billing period.
3. Automatic renewal
Subscriptions renew automatically at the beginning of each billing period until cancelled. You are responsible for cancelling before the renewal date. A renewal charge is not refundable merely because you intended to cancel, did not notice a renewal reminder, or did not use the Service after renewal.
You should maintain accurate billing contact information and review receipts, renewal notices, and account status.
4. Trials, discounts, and promotions
If a free or discounted trial converts to a paid subscription, the applicable checkout terms will state the conversion date and price. You must cancel before the paid period begins to avoid the charge. Promotional, discounted, or introductory payments are also non-refundable unless applicable law requires otherwise.
5. Duplicate, incorrect, or unauthorized charges
The non-refundable rule does not prevent us from correcting a verified billing error. Contact us promptly if you believe:
- the same subscription charge was processed more than once;
- the amount charged differs from the price shown at checkout;
- a charge was processed after a confirmed cancellation; or
- your payment method was used without authorization.
We may request a receipt, transaction identifier, billing date, and reasonable identity verification. Verified duplicate or incorrect charges will be corrected. Suspected unauthorized use may also require you to contact your payment provider.
6. Service outages and third-party limitations
SocialStudio depends on hosting, internet infrastructure, AI providers, payment services, and social-platform APIs. Temporary outages, maintenance, publishing delays, rate limits, account reviews, or third-party policy changes do not automatically qualify for a refund.
If an extended outage is directly caused by SocialStudio and materially prevents paid use, we may choose to provide a service extension or account credit. Any such remedy is discretionary unless applicable law requires otherwise and does not change the general non-refundable nature of subscription payments.
7. Mandatory legal rights
Nothing in this Policy limits a refund, cancellation, warranty, charge correction, or consumer right that cannot legally be excluded or waived. If applicable law requires a refund in your circumstances, we will provide the legally required remedy.
A request under mandatory law must identify the legal basis and provide information reasonably needed to evaluate the request.
8. Payment disputes and chargebacks
Contact us before initiating a chargeback so we can investigate duplicate, incorrect, or unauthorized charges. Filing a chargeback for a valid, authorized non-refundable subscription payment may result in account suspension while the dispute is reviewed.
We may provide the payment provider with relevant checkout records, subscription terms, login records, billing notices, cancellation status, and usage information to respond to a payment dispute.
9. Changes to this Policy
We may update this Policy to reflect changes in payment providers, subscription options, law, or business practices. The updated version will be published with a revised effective date. Material changes will apply prospectively unless law permits otherwise.
10. Contact
For billing questions, cancellation assistance, or a suspected duplicate or incorrect charge, email hello@chaello.com with the subject “SocialStudio Billing.”