Refund Policy

1. Scope of this policy

This Refund Policy applies to Saaso top-up purchases and related balance usage inside the Saaso product environment. It should be read together with the Saaso Terms and Conditions. By purchasing top-up balance, you agree to this refund framework.

Saaso uses a prepaid balance model. That means a purchase adds value to your workspace balance, and active features may later consume that balance over time according to the pricing and activation rules shown in the product.

2. Consumed balance is non-refundable

Any portion of top-up balance already consumed through feature charges, daily balance activity, or other completed Saaso service usage is non-refundable. Once balance has been used to deliver service value inside the product, that portion is considered consumed.

This rule exists because Saaso is not selling generic account credit for withdrawal. It is selling prepaid product balance for software use. Once the balance has been applied to active service usage, that part of the purchase has been performed and is no longer eligible for refund.

3. Unused purchased balance may be eligible

If part of a paid top-up remains unused, that unused portion may be eligible for refund on request. Any review of a refund request will focus on the amount of purchased balance that is still unused at the time the request is reviewed.

Saaso currently supports full refund requests only. That means the in-product refund flow reserves the full refundable purchased balance at the time of the request, not a customer-selected partial amount. Grants, promotional credits, test balance, and other free or non-paid credits are excluded from that amount. We do not refund balance that has already been consumed, even if the original purchase amount was larger.

4. What is not refundable

The following categories are not refundable unless we explicitly agree otherwise in writing:

Consumed balance, promotional balance, test balance, grants, manual admin credits, goodwill credits, abuse-related adjustments, and any amount affected by fraud review, chargeback review, sanctions screening, or other compliance restrictions are not eligible for ordinary customer refunds.

5. How refunds are routed

Where a top-up was purchased through a standard payment provider or merchant-of-record checkout, any approved refund is generally returned through that original payment flow. If a purchase was processed through Paddle or a similar provider, the refund may be handled through that provider’s refund mechanism and returned to the original payment method where supported.

If a payment or related balance event is connected to a crypto-native payment flow outside the standard merchant-of-record checkout path, any approved refund may need to be handled through the applicable crypto refund flow instead. In those cases, the refund path may differ from card or local-payment refunds and may require operational verification.

6. Timing and review

Refund requests should be made promptly after the purchase or after the issue giving rise to the request becomes clear. We may require enough information to identify the workspace, purchase, balance state, and reason for the request before we review it.

We may deny a refund request if the relevant balance has already been consumed, if the request conflicts with this policy, if the payment is under dispute or fraud review, if the request is abusive, or if the payment provider or law prevents us from processing the requested outcome.

7. Feature deactivation does not reverse past usage

You may deactivate features to stop future charges where the feature model allows that. However, deactivation does not reverse charges already applied before deactivation became effective. Balance already used during prior active periods remains non-refundable under this policy.

If you want to preserve unused purchased balance, the most important step is to pause or deactivate features before additional service usage occurs. If you submit a refund request that reserves your full refundable purchased balance, Saaso will pause active features immediately so new usage does not continue during the review.

8. Disputes, abuse, and chargebacks

If you open a chargeback or payment dispute through your card issuer, payment provider, or intermediary, we may suspend access, freeze relevant balance handling, or refuse additional refund processing while that dispute is pending. Fraudulent or abusive refund behavior may also lead to account restriction or termination.

We reserve the right to offset refunds, credits, or balance adjustments where necessary to correct abuse, duplicate refunds, operational mistakes, or disputed payment events.

9. How to request a refund

To request a refund, use the refund request flow inside your Saaso balance area. The current flow only supports a full refund request for your full refundable purchased balance. That amount is reserved immediately while the request is pending so that the same refundable balance cannot be spent again during review. You may cancel a pending refund request yourself before it is handled. We may still ask follow-up questions to verify ownership, payment flow, available unused purchased balance, and whether the request concerns a standard checkout payment or a crypto-related payment path.

A refund request is not approved automatically just because it was submitted. Each request is reviewed against this policy, the balance state of the workspace, the original payment method, and any applicable fraud, compliance, or payment-provider constraints. If a request reserves your full remaining available balance, active features will be paused immediately. If a request is denied or canceled, the reserved amount is returned to the balance, but paused features are not guaranteed to resume automatically.

10. Changes to this policy

We may update this Refund Policy as the product evolves, the payment stack changes, or legal requirements change. When we do, we may revise this page and update the “last updated” date. The version in effect at the time of your purchase or refund review may affect how a request is handled, subject to applicable law.