Refund Policy

1. Overview

This Refund Policy explains when a payment for Social Listening can be refunded. It applies to Starter and Pro subscriptions purchased on sociallistening.lol and billed through Stripe.

2. Look before you pay

The listening console and the Tracking Center are visible before any purchase: everything on the home page runs as a demonstration, so you can see the shape of a report, the outlier scoring, the sentiment breakdown, and the snapshots before you subscribe. A plan is only needed to run live reports on your own queries.

3. Monthly subscriptions

Monthly plans can be refunded in full within 7 days of the first payment of a new subscription, provided the included report credits are largely unused. Renewal payments are not refundable, but you can cancel at any time to stop the next renewal.

4. Annual subscriptions

Annual plans can be refunded within 14 days of purchase, prorated for the report credits you have already used. After 14 days, annual plans are not refundable, but they can be cancelled so the subscription does not renew at the end of the term.

5. What is not refundable

The following are not refundable:

• Report credits that have already been spent.
• Payments older than the windows described above.
• Accounts suspended or terminated for breaching our Terms of Service.
• Charges that were already refunded or reversed by a chargeback.

6. Failed, duplicate, or unauthorised payments

Duplicate charges, payments made after a cancellation that had already been confirmed, and payments you did not authorise are refunded in full. Contact us with the payment date and the email on the account, and we will trace the charge with Stripe.

7. How to request a refund

Email support@sociallistening.lol from the address on your account, with the plan name and the date of the payment. We reply within two business days, and approved refunds are issued to the original payment method through Stripe, usually appearing within 5-10 business days depending on your bank.

8. Chargebacks

Please contact us before filing a chargeback: most issues are resolved faster by email. Accounts with an open, unresolved chargeback may be suspended until the dispute is closed.