Refund Policy

This Refund Policy (the “Policy”) describes how subscriptions are billed, how they may be cancelled and under what conditions refunds may be granted. This Policy forms an integral part of the Cacao Mobile Terms and Conditions. The website and related services are operated by Cacao Mobile SP Z O O, UL Nowogrodzka 31 / 414, 00-511 Warszawa, Poland (“Cacao Mobile”, “we”, “us”). This Policy is subject to applicable laws and regulations.

1. Scope

This Policy applies only to purchases made directly on the Cacao Mobile website, including subscriptions and one-time purchases. It does not apply to purchases made through the Apple App Store or Google Play. Those purchases follow the billing and refund rules of the platform (see Section 11).

2. Subscriptions, Billing and Auto-Renewal

Subscriptions are billed in advance for the period shown at checkout (for example weekly, monthly, quarterly or annual). Unless you cancel, a subscription renews automatically for the same period at the then-current price.

By completing a purchase you authorize Cacao Mobile and its payment processors, including Stripe, to charge your payment method at the start of every billing period without asking for confirmation each time. The price, billing frequency and renewal terms are shown at checkout before you pay. We are not responsible for currency conversion fees, declined payments or other charges set by your bank or payment provider.

3. Trial Periods and Promotional Offers

A trial or promotional offer converts into a paid subscription at the full price shown at checkout unless you cancel before it ends.

• Trials are available to new subscribers only and are disclosed at checkout.
• Discounted or promotional prices renew at the standard price unless the offer says otherwise.
• Fees for paid introductory offers are non-refundable.
• Tracking the trial end date and cancelling in time is your responsibility. A charge made when a trial converts is not refundable.

4. Cancellation

You can cancel at any time. To avoid the next charge, your cancellation request must reach us at least 24 hours before the scheduled renewal date.

• Website purchases are cancelled by emailing [email protected] from the address linked to your account, with the email used for the purchase and the last four digits of the card. We confirm cancellations by email. Keep the confirmation as proof.
• After cancellation, access continues until the end of the period you already paid for, and the subscription does not renew.
• Deleting your account, uninstalling the app or no longer using the service does not cancel your subscription.
• Cancelling stops future charges only. It is not a refund request.

5. General Rule: All Sales Are Final

All payments made for the service are final and non-refundable, except where this Policy expressly provides otherwise or where mandatory law requires a refund. A refund under this Policy is a discretionary exception, not an entitlement. Submitting a request does not guarantee approval.

6. Reasons That Are Not Eligible for a Refund

Refunds are not granted for any of the following:

• failure to cancel before a renewal or before a trial ends;
• non-use or partial use of the service, including uninstalling the app or forgetting about the subscription;
• change of mind;
• misunderstanding of the price, billing frequency or renewal terms;
• dissatisfaction with features, content or the accuracy of AI-generated results, such as calorie or nutrition estimates;
• charges for renewals, which are outside the window in Section 7;
• paid introductory or trial fees;
• accounts suspended or terminated for breach of the Terms of Use.

7. Exceptional Cases and Conditions

In rare cases we may review a refund request individually and at our sole discretion. To be considered, all of the following must be true:

1. You contact us within 14 days of your initial purchase. Renewals do not restart this period.
2. The request is made while the subscription is active.
3. Only your most recent payment is eligible.
4. You have not received a refund before. One refund is available per user, counted across accounts, email addresses and payment methods.
5. You have not substantially used the service during the paid period.

If we find a duplicate or erroneous charge caused by our own billing system, we correct it in full. Such corrections do not count as a refund under condition 4.

8. How to Request a Refund

Send your request by email to [email protected] from the address linked to your account, within the 14-day window in Section 7. Include:

• your full name and account email;
• the date and amount of the charge, and the last four digits of the card;
• the reason for the request;
• any supporting screenshots or documents.

Incomplete requests may be delayed or declined. Requests made through your bank, social media or app store reviews are not refund requests under this Policy.

9. Processing, Timelines and Access

We reply to complete requests within 5 to 7 business days. An approved refund is returned to the original payment method only, never in cash or to another method. It usually appears within 5 to 10 business days and can take up to 30 business days, depending on your bank or payment provider.

Once a refund is issued, your access to paid features may end immediately. A refund does not cancel your subscription. If you want to stop renewals, cancel separately as described in Section 4.

10. Chargebacks and Abuse

If you start a chargeback or payment dispute without contacting us first, we may dispute it with your payment provider and submit account, billing and usage records as evidence. We may also suspend or terminate your account and restrict your access to the service in the future.

Abuse of refund or dispute mechanisms, including repeated or false claims and the use of multiple accounts, may lead to permanent restrictions. This section does not limit your right to dispute a transaction you did not authorize.

11. Purchases Through Apple or Google

If you bought through the Apple App Store or Google Play, this Policy does not apply and Cacao Mobile cannot issue the refund. The platform decides, and its decision is final.

• Apple: reportaproblem.apple.com
• Google Play: the Google Play Help Centre

12. Regional Notices

Nothing in this Policy limits consumer rights that cannot be waived under the law where you live. Where local law gives you greater rights, those rights apply.

EU, EEA and UK. You may have a statutory right to withdraw from a distance purchase within 14 days. To use it, send a clear statement to [email protected]. If you asked us to start the service during that period, the right may be lost or reduced to the extent the service has already been provided, as the law allows. Using the service immediately after purchase means you ask us to start at once.

13. Changes and Contact

We may update this Policy at any time. The new version is posted on the website with its effective date and applies to purchases made after that date. If you do not agree, cancel before your next billing cycle.

Questions about subscriptions, cancellations or refunds: [email protected].

Cacao Mobile sp. z o.o. is a company registered in Poland, with its registered address at UL Nowogrodzka 31 / 414, 00-511 Warszawa, Poland.