1. Subscription Refunds
All subscription payments are processed through our payment provider (Waffo or Creem). Due to the immediate delivery nature of digital services, subscription fees are generally non-refundable, except in the following circumstances:
- Within 7 days of purchase: Full refund available for first-time subscribers, provided usage does not exceed 20% of plan quota
- Duplicate charges: Full refund for duplicate charges caused by billing errors
- Service interruption: Pro-rated refund for verified service outages exceeding 72 hours
- Legal rights: Statutory cancellation rights (e.g., EU/UK 14-day cooling-off period) are preserved where applicable
2. Non-Refundable Items
- Used subscription periods
- Annual subscription refund requests after 30 days from first purchase
- Accounts closed due to Terms or Acceptable Use Policy violations
3. Eligibility Requirements
To request a refund, you must:
- Be the account holder or have authorized access to the account
- Have a valid payment record through our payment provider (Waffo or Creem)
- Submit your refund request within the applicable time window
4. Processing Time
Approved refunds are typically processed within 5-10 business days and returned to the original payment method. The refund will appear on your statement once processed by your bank.
5. How to Request a Refund
To request a refund, please contact us at support@entendo.com (or refunds@entendo.com) with:
- Your account email address
- Transaction ID (if available)
- Reason for the refund request
We typically respond within 2 business days.
6. Chargebacks
If you dispute a charge through your bank or credit card company (chargeback), your subscription will be suspended pending resolution. Please contact us directly before initiating a chargeback — we are happy to resolve any issues. You can reach us at billing@entendo.com.
7. Billing Disputes
If you believe a charge is incorrect, please contact billing@entendo.com before disputing with your bank. We commit to responding within 2 business days and resolving confirmed billing errors within 5 business days.
8. Changes to This Policy
We reserve the right to modify this refund policy at any time. Significant changes will be communicated via email to affected customers.