BigBongo Refund Policy

1. Overview

At BigBongo, we are committed to customer satisfaction. This Refund Policy describes when and how you may request a refund for your BigBongo subscription. This policy is incorporated into and forms part of our Terms of Service.

2. 14-Day Satisfaction Guarantee

We offer a 14-day satisfaction guarantee for new subscribers. If you are not satisfied with the BigBongo Service, you may request a full refund of your initial subscription payment within 14 days of your original purchase date.

2.1 Eligibility

To be eligible for the 14-day satisfaction guarantee refund:

• You must be a first-time subscriber to BigBongo
• Your refund request must be submitted within 14 days of the original purchase date
• You must not have previously received a refund for a BigBongo subscription

2.2 How to Request

To request a refund under the 14-day satisfaction guarantee, contact Paddle customer support at paddle.net. Please have your order number and the email address used for purchase ready.

3. Subscription Cancellation

You may cancel your BigBongo subscription at any time. Upon cancellation:

• Your subscription will remain active until the end of your current billing period
• You will not be charged for subsequent billing periods
• No prorated refunds will be issued for unused time in your current billing period (except as provided in Section 2 above or Section 5 below)

3.1 How to Cancel

To cancel your subscription:

• Log into your BigBongo account
• Navigate to Account Settings > Subscription
• Click "Cancel Subscription" and follow the prompts

Alternatively, you may contact Paddle support at paddle.net to cancel. Please submit cancellation requests at least 48 hours before your next billing date to ensure the cancellation is processed before renewal.

4. Subscription Renewals

BigBongo subscriptions automatically renew at the end of each billing period. Renewal charges are processed between 00:00 and 01:00 UTC on the renewal date.

No refunds are provided for renewal charges after the renewal has been processed. If you do not wish to renew, please cancel your subscription before the renewal date.

We will send you a reminder email before your subscription renews. Please ensure your email address is current in your account settings.

5. Exceptional Circumstances

In addition to the 14-day satisfaction guarantee, refunds may be considered on a case-by-case basis in the following exceptional circumstances:

• Duplicate Charges: If you were charged multiple times for the same subscription period due to a technical error
• Service Unavailability: If the Service was materially unavailable for an extended period (more than 72 consecutive hours) due to issues on our end
• Unauthorized Charges: If you can demonstrate that a charge was made without your authorization (subject to verification)

To request a refund under exceptional circumstances, please contact Paddle support at paddle.net with details of your situation and any supporting documentation.

6. Non-Refundable Items

The following are not eligible for refunds:

• Subscription fees after the 14-day satisfaction guarantee period
• Partial subscription periods (no prorated refunds)
• Subscriptions that have been previously refunded
• Accounts terminated for violation of our Terms of Service
• Free trial periods or promotional credits

7. Refund Processing

7.1 Processing Time

Approved refunds are typically processed within 5-10 business days. The actual time for the refund to appear in your account depends on your payment method and financial institution, and may take an additional 5-10 business days.

7.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available, Paddle will work with you to find an alternative refund method.

7.3 Currency

Refunds are processed in the same currency as the original transaction. Due to currency exchange rate fluctuations, the refunded amount in your local currency may differ slightly from the original charge.

8. European Union Consumer Rights

If you are a consumer in the European Union, you have the right to cancel your purchase within 14 days without giving any reason ("Right of Withdrawal"). The cancellation period expires 14 days from the day of the conclusion of the contract.

To exercise your Right of Withdrawal (where applicable), you must inform Paddle of your decision by a clear statement. The easiest way to do this is to contact Paddle support at paddle.net.

If you cancel within the withdrawal period, Paddle will reimburse all payments received from you without undue delay and not later than 14 days from the day on which they are informed of your decision to cancel.

9. Sales Tax Refunds

If you have been charged sales tax (including VAT, GST, or similar taxes) on your purchase and you are registered for such tax in the country of purchase, you may be entitled to a refund of the tax amount, subject to applicable laws.

To request a sales tax refund:

• Contact Paddle support at paddle.net within 60 days of the purchase
• Provide your valid tax registration number for the country of purchase
• Include your order number and transaction details

Sales tax refund requests received more than 60 days after the purchase date will not be processed.

10. Chargebacks and Disputes

We encourage you to contact us or Paddle support before initiating a chargeback or payment dispute with your bank or credit card company. Many issues can be resolved quickly through direct communication.

If you initiate a chargeback or payment dispute without first attempting to resolve the issue through our support channels, we reserve the right to dispute the chargeback and/or suspend your account pending resolution.

11. Changes to This Policy

We may update this Refund Policy from time to time. We will notify you of any changes by posting the new policy on our website and updating the "Last Updated" date. Changes are effective immediately upon posting.

For any refund request, the policy in effect at the time of the original purchase will apply.

12. Contact Information

For questions about this Refund Policy or to request assistance: