Refund and Cancellation Policy

Draft for counsel review. This document is not in force yet. Highlighted brackets are facts the company still has to supply. The plain-language summaries it replaces stay in force until this version is published without this notice.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders and handles refunds. This page says when you get your money back.

Prepaid credit packs ($10, $50, $200)

Within 14 days of buying a pack you can ask for a refund of the credit from that pack you have not used. Credit you have used is not refundable. After 14 days, unused credit stays on your balance [CREDIT EXPIRY RULE] and can be refunded only if we close your account without cause or discontinue the service.

Yoob SDK subscription ($10 a week or $199 a year)

Cancel any time in the console under Billing, or from the link in any Paddle receipt. The plan stops renewing at the end of the current week or year.
Each payment is credited to your balance, so cancelling never loses money already paid: the credit stays and you can keep spending it.
Within 14 days of a payment, the unused credit from that payment is refundable, as for packs.
Yearly plans: we email a reminder before renewal. If you forget to cancel, ask within 14 days of the renewal and we refund the unused part.

Companion Plus ($19 a month)

Cancel any time in the Companion settings; Plus stays active until the end of the month you paid for. The first payment is refundable within 14 days. Later monthly payments are not refunded for partial months, unless the law where you live requires it. Subscriptions bought through the Apple App Store are billed by Apple, and refunds are requested from Apple at reportaproblem.apple.com.

Free credit

Trial and promotional credit has no cash value and is never refunded.

EU and UK customers

Consumers in the EU and UK have a 14-day right to withdraw from a purchase of digital content or services. Because credit and plans start working at once, at checkout we ask you to agree that the service starts immediately and to acknowledge that you lose the right of withdrawal for whatever you use. Unused credit stays refundable within 14 days as above, so in practice the policy above is at least as generous.

How to ask

Use the "Request a refund" link in your Paddle receipt, or contact Paddle at paddle.net, or email billing@yoob.com with the receipt number. Refunds go back to the original payment method, usually within 5 to 10 business days of approval. Taxes are refunded with the payment they were charged on.

When we refuse

We may refuse refunds for accounts closed for fraud or a breach of the Acceptable Use Policy, except where the law requires a refund. Your statutory rights are not affected.

Last updated [PUBLICATION DATE]. Questions about this document: legal@yoob.com.