1. Scope
This Refund Policy applies to fees paid to Juoto for platform subscription plans, add-ons, and related merchant services billed through Juoto. It does not govern refunds for products sold by merchants to their own customers on storefronts — those refunds are the merchant's responsibility.
2. Free trial
If you start a free trial, you will not be charged until the trial ends unless you upgrade or add paid services during the trial. Cancel before the trial ends to avoid conversion to a paid subscription.
3. Subscription charges
Paid subscriptions are billed in advance according to the billing cycle shown at checkout (for example monthly or annually). Charges are generally non-refundable once a billing period has started, except where required by law or expressly stated below.
4. Eligible refunds
We may issue a refund or credit at our discretion in situations such as:
- Duplicate or erroneous charges verified by our billing team.
- Extended platform outage caused by Juoto that materially prevented use of core paid features.
- First-time subscription charges where cancellation is requested within 7 days of initial paid conversion and the account has not materially used paid-only features beyond reasonable evaluation.
5. Non-refundable items
- Partial months or unused time after cancellation of a recurring plan, unless required by law.
- Third-party payment gateway fees, domain registration fees paid to external providers, or taxes remitted to authorities.
- Add-on purchases after the relevant service period has begun, except in cases of verified billing error.
6. How to request a refund
Email support@juoto.com from your registered merchant account email with your store name, invoice or payment reference, and reason for the request. We aim to review requests within 5–7 business days.
Approved refunds are processed to the original payment method where possible and may take additional time depending on your bank or payment provider.
7. Chargebacks
If you dispute a charge with your bank or card issuer without contacting us first, we may suspend the account while the dispute is investigated. We encourage merchants to reach out to support so we can resolve billing issues quickly.
