1. Introduction
This Refund Policy explains how refunds, cancellations, and billing disputes are handled for Jolo AI ("Jolo", "we", "our", or "us").
This policy should be read together with our Terms of Service, Privacy Policy, and Money-Back Guarantee. The Money-Back Guarantee is a separate benefit available to eligible first-time customers during their first 14 days and may provide broader refund rights than this policy alone.
Nothing in this policy limits any mandatory rights available under applicable consumer protection laws.
2. General Refund Policy
Jolo is a subscription-based AI platform that begins consuming infrastructure, AI processing, automation resources, and third-party services immediately after activation.
Because of this, subscription payments are generally non-refundable once the applicable Money-Back Guarantee period has expired, except where required by law or specifically described in this policy.
Refunds are generally not provided for:
- Unused time remaining in an active billing cycle.
- Failure to use the platform after subscribing.
- Forgetting to cancel before renewal.
- Dissatisfaction with generated content, tone, style, automations, or business outcomes.
- SEO rankings, traffic, engagement, or other performance metrics outside our control.
- Switching to another provider after purchase.
- Problems caused by third-party software, plugins, hosting providers, APIs, social platforms, or external integrations.
- Accounts suspended or terminated for violating our Terms of Service.
Cancelling a subscription stops future renewals only and does not automatically create a refund entitlement.
3. Situations Where Refunds May Be Issued
Money-Back Guarantee
Eligible first-time subscribers may request a refund within 14 days of their initial subscription under our Money-Back Guarantee.
The guarantee is intended for legitimate product evaluation. Refund eligibility may be denied where fair-use limits are exceeded, including accounts generating more than 14 SEO articles before the request is submitted.
Customers receiving a refund under the guarantee also agree to remove publicly published Jolo-generated content within 14 days of the refund being issued.
Full eligibility rules are described in the Money-Back Guarantee.
Billing Mistakes
If you were charged incorrectly, including duplicate charges, post-cancellation renewals, or incorrect pricing, we will investigate and refund verified billing errors.
Unauthorized Transactions
If you believe a payment was made without authorization, contact us immediately.
We may temporarily suspend the account while we investigate. Verified unauthorized charges will be refunded, and we may coordinate with your payment provider where necessary.
Significant Service Failure
If Jolo experiences a material outage or prolonged inability to provide core functionality, and you notify us and allow reasonable time for remediation, we may provide a prorated refund or service credit covering the affected period.
Discretionary Refunds
In certain cases, we may choose to issue a partial refund, account credit, or subscription extension at our discretion, including situations involving onboarding issues, internal errors, or exceptional circumstances.
4. EU and EEA Consumer Rights
If you are a consumer located in the European Union or European Economic Area, you may have a statutory 14-day withdrawal right under the Consumer Rights Directive (2011/83/EU).
However, Jolo is a digital service that begins performance immediately after signup. By subscribing, you expressly request immediate access to the platform and acknowledge that:
- The service begins during the withdrawal period at your request.
- Your withdrawal rights may be reduced or lost once the service has been fully performed.
- You may be responsible for payment proportional to services already delivered before withdrawal.
In practice, Jolo applies the 14-Day Money-Back Guarantee as the primary mechanism for handling these requests.
To qualify for a full refund during this period, you must:
- Be a first-time customer.
- Submit the request within 14 days.
- Remain within the applicable fair-use limits.
- Not violate our Terms of Service.
- Agree to remove publicly published Jolo-generated content within 14 days after the refund.
This approach is intended to be more customer-friendly than the minimum legal standard. Nothing in this section limits any non-waivable statutory rights you may have.
5. UK and US Consumer Rights
Consumers in the United Kingdom receive materially equivalent protections under the UK Consumer Contracts Regulations 2013.
If you live in a US jurisdiction that grants mandatory cancellation or refund rights, those rights continue to apply regardless of anything stated in this policy.
6. Subscription Cancellation
You may cancel your subscription at any time.
Cancellation can be completed:
- Through your account settings.
- By emailing [email protected] from your registered email address.
- Through the relevant third-party platform if your subscription was purchased externally.
Your subscription remains active until the end of the current billing cycle, after which it will not renew automatically.
Data retention and deletion are handled according to our Privacy Policy.
7. How to Request a Refund
To request a refund, contact [email protected] and include:
- Subject line: "Refund Request".
- Your account email address.
- Invoice number or transaction date.
- A short explanation of the issue.
We typically acknowledge requests within one business day and aim to provide a decision within five to seven business days.
Additional verification information may be requested where necessary.
If approved:
- Refunds are issued to the original payment method.
- Processing may take up to 10 business days on our side, with additional banking delays possible.
- Small refunds under USD 10 may be issued as account credit at our discretion.
- Refunds are issued in the original charged currency and amount only.
Where a refund is granted under the Money-Back Guarantee, you also agree to remove publicly published Jolo-generated content within 14 days.
8. Chargebacks and Payment Disputes
If you believe there is a billing issue, please contact us before initiating a chargeback.
Opening a payment dispute before contacting us may result in:
- Temporary account suspension during investigation.
- Permanent termination if the dispute is determined to be abusive or unwarranted.
- Future subscription attempts being declined.
We respond to chargebacks through the standard payment network dispute process and may provide evidence that the service was delivered as described.
We do not charge separate penalty fees for chargebacks.
9. Currency and Exchange Rates
Subscriptions are billed in USD unless local currency pricing is presented at checkout.
Refunds are issued in the same currency and amount originally charged. We do not reimburse foreign exchange fluctuations, bank conversion costs, or external processing fees.
10. Policy Updates
We may update this Refund Policy periodically.
If a material change is made, we will provide advance notice by email or in-product notification at least 30 days before the update takes effect, unless a shorter period is legally required.
Changes apply prospectively only and do not affect refund requests submitted before the revised policy becomes effective.
11. Governing Law
This Refund Policy is governed by the laws of the European Union.
Any disputes are subject to the dispute resolution provisions described in our Terms of Service, except where mandatory consumer protection laws provide stronger rights in your country of residence.