Refund policy

1. Refund Eligibility

We want you to be confident in your purchase. If you are not satisfied with SProbot, you may request a refund within 14 days of the initial purchase date of your subscription or software license. This initial 14-day period is intended to cover early use of our service (including any trial-to-paid conversions).

New Subscriptions

For first-time subscriptions or initial license purchases, a full refund is eligible if requested within 14 days of the purchase. No questions asked – though we appreciate feedback on what went wrong.

Renewals & Subsequent Billing

Refunds for renewal charges (for ongoing subscriptions) are generally not provided unless the request is made within a few days of the renewal and at our discretion. We encourage you to cancel before renewal if you do not wish to continue. Once a subscription cycle has progressed beyond a few days into the term, we consider it accepted for that period (no prorated refunds for unused time).

Exceptional Circumstances

If you encounter a serious technical issue or the service fails to perform as promised, and our support team cannot resolve it in a reasonable time, we will honor a refund even beyond the 14-day window for that specific problem (evaluated case-by-case). We are committed to a reliable service; proven defects or service failures on our end will waive the time limit for refund eligibility. (Example: If SProbot’s system was unusable or significantly misrepresented, we would make an exception.)

2. How to Request a Refund

Option 1 - Contact support

Email the SProbot support team at support@sprobot.io with your request. Include your order details (Paddle Order ID or transaction receipt number), the purchase date, and the reason you’re requesting a refund.

Option 2 - Request through Paddle

Alternately, if you prefer, you may submit a refund request through Paddle directly. Visit paddle.net (Paddle’s customer support portal) and use the email address you used for purchase to locate your order and request a refund. You will need to provide the order reference and possibly the reason for the refund.

Our team may reach out for additional information if needed (for example, to understand any technical issues). We will then coordinate with Paddle to approve and process the refund. Paddle, as the payment processor, will handle the actual transaction reversal once a refund is approved.

3. Refund Processing and Timeline

Approval timeframe

We aim to review and respond to all refund requests within 2 business days of receipt. In cases where you contacted Paddle first, Paddle will inform us of the request and we will provide approval promptly (typically within 2 business days as well).

Refund transaction time

After approval, the refund will be processed by Paddle. Depending on your payment method, it may take a few days for the refund to be reflected in your account. Typically, credit card refunds are completed within 3–5 business days after approval, while PayPal or other digital payments may be faster (often within 1–2 days). You will receive an email confirmation when the refund has been issued.

Communication

We (or Paddle) will notify you via email when your refund is approved and again when it is processed. If any additional steps are required on your part, we will include instructions in the communication.

Please note that after processing, your bank or card issuer might take additional time to post the credit to your account. This is beyond our control, but typically should not exceed a billing cycle.

4. Exclusions and Non-Refundable Cases

While we strive to be fair, certain situations are not eligible for refund under this policy:

Change of Mind after 14 Days

If more than 14 days have passed since your initial purchase, the window for a routine refund has closed. By this point, it is assumed that the service has been accepted (exceptions are made for substantiated technical failures per Section 1).

Partially used subscription periods

We do not offer prorated refunds for the unused portion of a subscription term after the initial 14-day satisfaction period. For example, if you sign up for an annual plan and decide to cancel after several months, the remaining months will not be refunded.

AI assessment credits consumed

We do not offer refunds for AI assessment credits already consumed by an assessment run (as described in our Terms of service). Unconsumed credits on the other hand are refundable within the same 14-day window after purchase as subscriptions.

Services Delivered as Promised

If the service has been delivered as described and without fault, and the refund request is due to a customer’s change of requirements or preferences beyond the eligible period, it will be declined. We expect users to utilize any free trial period to evaluate the product. After purchase, change-of-mind alone (absent any product issue) is not grounds for a refund once the grace period has passed.

Fraud or Policy Abuse

Purchases found to be fraudulent or suspected of refund abuse (for example, repeated refund requests from the same customer without valid reason) are not eligible. SProbot reserves the right to refuse a refund if we detect patterns of misuse, abuse of the refund policy, or violation of our Terms of Service (such as unauthorized access, etc).

Note on free trials

SProbot's 14-day free trial is intended to enable you to evaluate the service risk-free.  Free trials themselves don’t involve charges or refunds, or require payment details. Your commitment only starts when you purchase a subscription during or at any point after the trial period.

Changes to this refund policy

SProbot may update or modify this Refund Policy from time to time. If we make important changes, we will notify customers via the SProbot website or by email, and we will update the Effective Date at the top of the policy. We encourage you to review this policy periodically to stay informed of our refund terms. Changes will apply prospectively (for new purchases or renewals after the update). The current version of the Refund Policy will always be available on our website

Contact us

If you have any questions about this Refund Policy or need assistance with refund-related matters, please contact us using one of the channels below.

• Email: support@sprobot.io
• Business address: Studio  107, Palmyra Junction, Palmyra Road, Newlands, 7700, South Africa.
• Paddle Order Support: You can also get help with your order or request a refund via Paddle at https://paddle.net, which is available 24/7 for billing support.