Refund policy

1.Who issues refunds

Polar.sh is the merchant of record for Premium. It takes the payment, handles tax, and pays any refund back to the payment method you used. Homora decides whether a refund is due under this policy, and Polar’s own terms apply as well.

Payments are made in US dollars, and refunds are paid in US dollars. Your bank decides how fast and at what exchange rate the money shows in your account.

2.Monthly plans

A monthly plan is not refunded for part of a month. You can cancel whenever you like, and you keep Premium until the end of the month you have paid for. If you started one by mistake, write to us straight away and we will look at it.

3.Yearly plans

If you buy a yearly plan and change your mind, you can ask for a refund within 14 days of your first purchase, as long as you have not materially used Premium features. [Owner to confirm: this rule.]

We will look at each request fairly and explain our decision. A renewal of a yearly plan is not covered by the 14 days, but if a renewal surprised you, write to us and we will look at it on its merits.

4.Cancelling

Cancel from your billing settings in the app. Cancelling stops the next renewal and keeps your access to the end of the paid term. When the term ends you return to the Free plan, and the rules in the terms of use for what changes then apply. Your data is not deleted.

Cancelling is different from getting a refund. A refund is for money already paid; cancelling is for the future.

5.Moving between Single and Shared seat

When someone joins or leaves your household, your Premium price moves between Single and Shared seat. Polar adjusts the charge in proportion for the rest of the term. That adjustment is not a refund and does not need a request.

6.Seats paid for by someone else

If another member of your household pays for your Shared seat, they are the customer in Polar’s records, so a refund goes to them, not to you. The same rules apply, counted from the day they first bought the seat.

7.Mistaken charges and disputes with your bank

If you were charged twice, or charged after you cancelled in time, write to us and we will have it refunded in full. Please contact us before you raise a dispute with your bank. A dispute freezes the payment, can take weeks, and we can usually fix the problem faster.

If a renewal payment fails, Premium carries on for 7 days after the first failure while you update your payment method. After that the lapse rules apply and you return to Free.

8.Closing your account

Closing your account does not refund anything. If you want to close it, cancel Premium first, so that no further renewal is taken. Your access to Premium then runs to the end of the term you paid for.

9.How to ask for a refund

Please ask as soon as you can, because it is easier for us and for Polar to find a recent order. Email support@homora.co.za with:

• your Polar order reference, from the receipt Polar emailed you;
• the name and email address on your Homora account;
• a short note on why you are asking, if you would like to say.

10.What happens next

We will reply and tell you the outcome. If a refund is due, we ask Polar to issue it. Polar pays it to your original payment method. [Owner to confirm: target reply time.]

When a refund ends a subscription, you move to the Free plan under the lapse rules in the terms of use.

11.Your rights under the law

This policy adds to your rights under South African law and never takes them away. Under section 16 of the Consumer Protection Act 68 of 2008, a consumer may cancel a transaction that resulted from direct marketing within five business days of the transaction, without reason or penalty. Other laws, including the rules on electronic transactions, may give you further rights. If you believe you have one, tell us and we will take it into account.

You also keep the rights that cannot be excluded by contract, for example a remedy for a service that is not performed with reasonable care and skill.

12.Contact

Questions about a charge or a refund: support@homora.co.za. Torus Solutions, [Registered address].