Effective date: 18 September 2026
This Policy describes the process by which Palingo receives and reviews refund requests. It is not intended to exclude or limit a User's rights under mandatory law or under the policies of the payment platform.
1. TRANSACTION CHANNELS AND THE HANDLING AUTHORITY
a. Website: For transactions made directly on the website, Palingo receives and processes requests in accordance with this Policy.
b. Apple App Store and Google Play Store: For transactions made through the Apple App Store or the Google Play Store, a refund request may have to be submitted directly to the platform in accordance with that platform's process.
c. Payment providers: Where a payment provider operates its own process, the User may be asked to cooperate with that provider.
2. TIME LIMIT FOR SUBMITTING A REQUEST
a. Time limit for submitting a request: A User may submit a refund request within 07 days from the date of payment for Palingo to review under this Refund Policy, except where the law or the platform applies a different right or time limit.
b. No automatic approval: Submitting a request within the 07-day period does not mean that the refund request will be approved.
c. Mandatory rights: This time limit is not intended to restrict any right of cancellation, refund or other right arising under mandatory law.
3. CASES THAT MAY BE CONSIDERED
a. Duplicate or incorrect payment: A transaction that has been charged twice or that contains a payment error may be considered for a refund after verification.
b. Serious technical faults: Where a serious technical fault prevents a User from using the Premium benefits already purchased, Palingo may consider a refund or another appropriate remedy.
c. Unauthorised transactions: A transaction not authorised by the User may be considered after verification and in accordance with the payment party's process.
d. Other cases: Palingo may consider other cases in accordance with its policies, the commitments made for the transaction or its legal obligations.
4. INFORMATION AND FACTORS CONSIDERED
a. Transaction information: Palingo may request the transaction reference, the account, the time of purchase, the platform of purchase and any necessary payment information.
b. Usage status: Palingo may take into account the extent of Premium usage and the refund history when processing a refund request, consistent with the applicable policy and current law.
c. Indications of fraud: Indications of fraud, abuse or the use of multiple accounts to request refunds may be taken into account to the extent permitted by law.
5. FREE TRIAL, RENEWAL AND CANCELLATION
a. After a Free Trial: Where a charge has been incurred after a Free Trial, a refund request is reviewed under this Policy, the conditions of the transaction and the applicable law.
b. Cancellation and refunds: Cancelling a subscription and requesting a refund are two different actions.
c. Instructions: The Help Center provides instructions for cancelling automatic renewal on Apple and Google, along with information about plans purchased on the website.
6. CASES THAT DO NOT AUTOMATICALLY QUALIFY FOR A REFUND
a. New promotions: A price reduction, or Palingo running a new promotion after the time of purchase, does not automatically create a right to claim the difference.
b. No longer needed: A change in learning needs, or discontinuing use, does not automatically create a right to a refund, except where the law or the conditions of the transaction provide otherwise.
c. Fraud or abuse: A transaction connected with fraudulent or abusive conduct may require additional verification and handling in accordance with the Terms.
7. REFUND METHOD AND TIMING
a. Website: Once a request is approved, the expected processing time for a refund on a website transaction is 07 to 15 working days; the time for the money to actually reach the account depends on the bank, the e-wallet or the payment institution.
b. Apple/Google: For Apple App Store or Google Play Store transactions, the timing and method of the refund depend on the platform.
c. Refund method: Where feasible, a refund is processed back to the original payment method or to a method supported by the provider.
8. HOW TO SUBMIT A REQUEST
a. Information to provide: A User should provide the account email, the transaction reference, the date of payment, the plan purchased and a description of the problem.
b. Information not to send: Do not send passwords, OTP codes or a full payment card number.
c. Verification: Palingo may request further information in order to verify a request before issuing a decision.
9. STATUS AND OUTCOME OF PROCESSING
a. Receipt: Palingo may confirm that a request has been received and ask for additional information if necessary.
b. Outcome: The outcome may be approval, a request for additional information, or a refusal with appropriate reasons.
c. Timing: The time Palingo takes to process a request and the time for the money to actually reach the account are two different periods.
10. RECONCILIATION AND DUPLICATE REFUNDS
a. Reconciliation: Palingo may carry out reconciliation to prevent a single transaction from being refunded more than once.
b. Third parties: A bank, an e-wallet or a platform may apply its own process, which can affect the processing time.
11. CONTACT
a. Email: Any refund request relating to a website transaction may be sent to [email protected].