Refund Policy

Two different kinds of payment happen around Sailo, and only one of them is ours to refund.

A Sailo subscription is money you paid us for a Pro or Business plan. That is what this policy governs. Email refund@sailo.store.

An order placed with a shop is money you paid a seller for their goods or services. That is between you and them, and their refund terms apply, not ours. Sailo is the software the shop runs on; we are not the merchant and the payment never passes through us. Card payments go straight into the seller’s own Stripe account; bank transfers and cash never touch the platform at all. We do take 1–3% of the goods on a card sale as a fee from the seller — it comes out of their side of the sale, never out of what you paid, and it is refunded with the order if they refund you.

So a refund for an order has to come from the seller. Their contact details are on their shop page. Section 7 explains what to do if they will not answer.

Email refund@sailo.store from the address on the account. Requests are read by a person, not a form.

Tell us:

1. 1.The email address on the Sailo account.
2. 2.Which charge you mean — the date and amount, or the invoice number from your billing settings.
3. 3.What happened. A sentence is enough; you do not need to make a case.

We acknowledge every request within two business days and decide within five. If we need something else from you, we will ask once and clearly.

Requests are considered on their circumstances rather than against a rigid rule, because the situations are genuinely different and a blanket policy would be unfair in one direction or the other. These are the cases we see, and how we handle each.

Refunded in full, as a matter of course:

• —You were charged after cancelling, or charged twice for the same period.
• —A billing error on our side, whatever form it took.
• —A prolonged outage or a defect that made the plan’s paid features unusable for a meaningful part of the period, and we could not fix it in reasonable time.
• —You upgraded within the last 14 days, have not used the paid features, and want to go back.
• —A payment you did not authorise, once we have confirmed it with you.
• —The law where you live gives you a cancellation right — for example the EU and UK distance-selling withdrawal period — and you exercise it in time. This policy never overrides a right you already have.

Considered case by case, and often granted:

• —An annual plan renewed and you had genuinely stopped using Sailo. We will usually refund the unused months.
• —You subscribed by mistake, or a plan auto-renewed while you were away and you tell us soon after.
• —Serious personal or business circumstances. Say as much or as little as you want; we will not ask for proof.
• —The plan did not do what you understood it to do and our own description was part of the confusion.

Normally declined:

• —A period you used the paid features throughout, where the service worked as described. Cancel instead and you will not be billed again.
• —An account closed for breaching the Terms of Service, in particular for selling something the terms prohibit.
• —Repeated refund requests across successive billing periods.
• —Requests about an order placed with a shop, which we have no money to return. See section 7.

“Normally” means what it says. If your situation does not fit any of the above, ask anyway and explain it. We would rather look at it than have you charge it back.

Approved refunds go to the original payment method through Stripe. We cannot send one anywhere else, which is a fraud-prevention rule rather than a preference.

• —We issue the refund within 5 business days of approving it.
• —Your bank then takes its own time, typically 5 to 10 business days. That part is outside anyone’s control but your bank’s.
• —Refunds are made in the original currency. If your card was billed in another one, your bank’s exchange rate on the day decides what lands, and it may differ slightly from what you paid.
• —No fee is deducted. You get back what you paid us.

You can cancel a paid plan at any time in your billing settings. It takes effect at the end of the period you have already paid for, you keep the paid features until then, and you are not billed again. No refund is needed for cancelling, and nothing is deleted: the shop drops to the free plan and stays online.

Everything above is what we do voluntarily. None of it replaces a right the law already gives you, and where the two differ the law wins.

• —In the EU and the UK, a consumer buying a service at a distance normally has 14 days to withdraw. Ask inside that window and we refund, whatever the rest of this policy says. The one exception is where you asked us to start immediately and the service was fully performed — and even then we will look at it.
• —Wherever you live, a local consumer protection law that gives you more than this policy does applies instead of it, and we will not ask you to waive it.
• —An order from a shop carries the buyer rights of the seller’s country, not ours. The Terms require every seller to honour them, and a seller who refuses is breaking their agreement with us — tell us and we will act on the shop even though we cannot refund you.

Nothing in this policy is a condition of getting your money back. You never have to accept a credit instead of a refund, waive a right, or agree to anything in writing to be refunded something you are owed.

Contact the seller first, through the details on their shop page. Most problems are a slow reply rather than a refusal.

If they will not engage, or you believe they are breaking our terms, write to support@sailo.store with the shop link, the order details and what you have already tried. We will look into it and can act against the shop, including suspending it.

We have to be straight with you about the limit here: we cannot refund a payment we never received. A card payment to a shop is created on that seller’s own Stripe account, settles into their balance, and is theirs to return. Sailo never holds it and cannot send it back for them.

The one part that is ours is our fee. Sailo takes 1–3% of the goods on a card sale, and when a seller refunds an order that fee is refunded with it, in proportion to the amount returned. You are never left paying our share of a sale that was undone.

If you paid that seller by card, your own card issuer’s dispute process is open to you and is usually the fastest route. If you paid by bank transfer or in cash, there is no chargeback mechanism, and your options are the seller and your local consumer protection body.

A charge from a shop. The seller is the merchant of record, so the dispute is theirs. Stripe debits their account for the amount and for its dispute fee, whether or not they contest it and whether or not they have already shipped. Sailo is not a party to it and cannot decide it either way. If a seller’s disputes run high enough to threaten their card acceptance or ours, we may stop card payments on that shop — the Terms set out when.

A charge from Sailo. If you dispute one of our own subscription charges with your bank before speaking to us, the account is suspended while the dispute runs, because we are required to respond to it and cannot keep billing in the meantime.

Please email refund@sailo.store first. We have never refused to look at a request, it is faster than a chargeback, and it does not put your shop offline for a month.

If this policy changes, the effective date at the top changes with it. The version in force when you were charged is the one that applies to that charge.

Refund requests: refund@sailo.store. Anything else about an account or a shop: support@sailo.store.