Refund Policy
On this page
How to Request a Refund
-
Email us within 7 days
Send an email to support@poly-puff.com with the subject line "Refund Request" and the email address on your account. -
We review and process it within 2 business days
No phone calls or complicated forms. We'll confirm your refund by email and process it through Paddle. -
Funds returned within 5-10 business days
Refunds are returned to your original payment method via Paddle. Bank processing times vary by card issuer.
Full Refund Policy Details
| Situation | Our Policy |
|---|---|
| Within 7 days of first payment | Full refund, no questions asked |
| After 7 days, monthly plan | No refund - cancel to stop future billing |
| After 7 days, annual plan | Case-by-case basis - contact us |
| Technical issue preventing use | Full refund or extended subscription |
| Duplicate charge | Full refund of duplicate amount |
| Free tier (0 cost) | N/A - no charge to refund |
Cancellation
You can manage or cancel your subscription at any time through your billing portal. Cancellation stops future billing. You normally keep full access until the end of your current billing period.
Cancellation is separate from a refund. Cancelling does not automatically trigger a refund for a period already paid.
Mobile App Subscriptions
If you subscribed through the Google Play Store or Apple App Store, refunds are handled directly by Google or Apple - not by us. Please contact Google Play support or Apple Support for those purchases. Their refund policies apply.
Statutory Rights (UK & EU)
If you are a consumer in the United Kingdom or European Union, you have a statutory 14-day right of withdrawal ("cooling-off period") for digital subscriptions, provided you have not yet accessed the digital content. Our 7-day guarantee is in addition to, not instead of, these statutory rights.
To exercise your statutory right of withdrawal, notify us at support@poly-puff.com within 14 days of purchase.
South African Consumer Rights (CPA)
South African users are protected by the Consumer Protection Act 68 of 2008. If you have a dispute that we cannot resolve directly, you may contact the National Consumer Commission at thencc.gov.za.
Contact Us
For any refund requests or billing questions:
Email: support@poly-puff.com
We aim to respond within 1 business day.