1. Summary
Snaploom plans are prepaid and never renew on their own, so you are never charged again without choosing to. If you buy a Pro or Organisation plan and it isn't right for you, you can have your money back within 14 days of paying, as long as the plan has barely been used. Event passes are not refundable.
2. Plans you can refund
A Pro or Organisation plan, of any length, gets a full refund when all of these are true:
- You ask within 14 days of paying.
- No more than 20 guest photos have been captured since the plan started.
- You aren't using more than the free plan allows: no more camera pages and no more storage than it includes.
- You haven't had another refund in the previous 12 months.
- It is the plan you hold now, not one already replaced by another purchase.
The whole amount you paid is returned, including any tax charged on it.
3. Plans you can't refund
- Event passes. A pass is bought for a single event, which may already have happened by the time a refund is asked for.
- Free trials and the free plan. Nothing was paid, so there is nothing to refund.
- Plans outside the rules above, for example after 14 days or once the plan has been used for an event.
If something on our side stopped you using what you paid for, such as an outage during your event, write to us at support@snaploom.net. We look at these case by case and may refund in full or in part even outside these rules.
4. How to ask for a refund
- From your dashboard: open Billing, then the receipt for the payment. When the payment qualifies, the receipt has a button to request the refund, and it is approved straight away. When it doesn't, the receipt says which rule stops it.
- By email: write to support@snaploom.net from the address on your account, with the receipt reference. We reply within one working day.
5. What happens next
- The plan ends as soon as the refund is approved and your account goes back to the free plan. Your photos stay in your account.
- We send the money back the way you paid, within 5 business days, and email you when it's sent.
- Card, PayPal, Apple Pay or Google Pay (US dollars): these payments are processed by our reseller Paddle (see below), and the refund goes back to the same card or account. Your bank may take a further 5 to 10 business days to show it.
- Digital wallet, bank QR or bank transfer (Nepali rupees): we send the refund to the wallet or bank account the payment came from.
6. Card payments through Paddle
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our card, PayPal and wallet orders, and handles returns as well as customer service inquiries about those payments. Refunds for these orders are made through Paddle under this policy, and Paddle's Buyer Terms also apply. You can contact us first at support@snaploom.net, or reach Paddle through the link on your Paddle receipt.
7. Your legal rights
Nothing in this policy limits rights you have under the law where you live. If you are a consumer in a country that gives you a right to cancel a purchase or have it refunded, for example the 14-day right to withdraw in the European Union, the United Kingdom and some other countries, you keep that right where it applies.
Please talk to us before raising a dispute or chargeback with your bank. We can usually sort it out faster, and a chargeback on a payment we would have refunded can take weeks to resolve.
8. Contact
Questions about a payment or a refund: support@snaploom.net. This policy is part of our Terms of Service (section 9) and may be updated with them; a change never applies to a payment made before it.