Refund Policy

Cacao Mobile

Last updated: May 28, 2025

General Policy

Due to the nature of digital subscription services and the immediate availability of content upon activation, all purchases are generally considered final. However, we review refund requests on a case-by-case basis in accordance with this Policy and applicable consumer protection laws.

Trial Periods

New users may access a free trial period before their subscription begins. If you do not cancel before the free trial expires, your account will automatically convert to a paid subscription. If you were charged because you did not cancel in time, you may be eligible for a refund of the first billing charge if you contact us within 48 hours of the charge and have not substantially used the Services.

We may offer a low-cost introductory paid trial. Paid trial fees are generally non-refundable as the trial itself constitutes access to and use of the Services. An exception may be made if documented technical issues on our end prevented you from accessing the Services during the trial period.

When You May Be Eligible for a Refund

You may be eligible for a refund if:

  • You request a refund within 14 days of the initial subscription purchase or renewal and have not substantially used the Services during that period.
  • You experienced documented technical issues caused by our platform that prevented access to the Services, and we were unable to resolve the issue within a reasonable timeframe.
  • You were charged in error due to a billing system failure on our part.
  • Applicable consumer protection law in your jurisdiction grants you a statutory right of withdrawal or refund.

When Refunds Will Not Be Issued

Refunds will generally not be granted if:

  • You changed your mind after using the Services.
  • The subscription has been substantially used during the billing period.
  • More than 14 days have passed since the charge (unless required by applicable law).
  • Your account was suspended or terminated due to a violation of our Terms and Conditions.
  • The refund request relates to a paid trial fee (except as set out above).

App Store Purchases

Subscriptions purchased through the Apple App Store or Google Play Store are subject to those platforms' own refund policies.

Apple App Store: Submit a refund request at reportaproblem.apple.com

Google Play Store: Request a refund via the Google Play Help Centre

Refunds processed through app stores are at the sole discretion of Apple or Google.

How to Request a Refund

To request a refund directly from us, please contact our support team at help@cacaomobile.net.

Include the following information:

  • Full name and email address associated with your account
  • Date of the charge and amount
  • Reason for the refund request
  • Any relevant screenshots or supporting documentation

We will respond within 5–7 business days.

Refund Processing

Approved refunds are credited to your original payment method within 5–10 business days, depending on your payment provider. We do not issue refunds in cash or via alternative payment methods.

Chargebacks

If you initiate a chargeback with your bank or card issuer without first contacting us, we reserve the right to suspend or terminate your account pending resolution of the dispute. We encourage you to reach out to us first — most issues can be resolved quickly.

Your Consumer Rights

Nothing in this Policy limits or excludes any statutory rights you may have under applicable consumer protection law. If you are a consumer in the European Union, you may have a right to withdraw from a digital subscription agreement within 14 days of conclusion of the contract, unless the digital content has already been fully performed with your prior express consent and acknowledgment that you thereby lose your right of withdrawal.

Changes to This Policy

We reserve the right to update this Refund Policy at any time. The updated version will be posted on this page with a revised date. Your continued use of the Services after any changes constitutes acceptance of the revised Policy.

Contact

Cacao Mobile
UL Nowogrodzka 31 / 414, 00-511 Warszawa, Poland
help@cacaomobile.net