Draft for legal review. This policy will be confirmed before general availability. It is written to meet the requirements of our payment provider, Paddle.
Who You Buy From
SGO PeopleHub Call Caddie is a product of Subic Global Outsourcing Incorporated, trading as SGO PeopleHub. Our order process is run by our online reseller, Paddle.com. Paddle is the Merchant of Record for all our orders: Paddle takes the payment, issues your receipt and invoice, and handles refunds and returns.
14-Day Refund Window
If you are not happy, you can ask for a full refund within 14 days of any payment, for any reason. This applies to:
- your first subscription payment, monthly or yearly;
- each renewal payment, monthly or yearly;
- payments for extra users added during a billing period;
- Assisted Setup (the one-off £100 setup session with an SGO PeopleHub specialist).
After 14 days, payments are not normally refunded, but you can still cancel at any time so that you are not charged again (see below). Nothing in this policy affects rights you have under the law where you live.
How to Ask for a Refund
- Find the receipt email from Paddle for the payment (the sender is Paddle, and the subject starts with your order details).
- Go to paddle.net, enter the email address you paid with, and choose the order.
- Select Request refund.
You can also email us at info@sgopeoplehub.com and we will ask Paddle to process it. Paddle returns the money to the card or payment method you used. Banks usually take 5 to 10 working days to show it.
What Happens After a Refund
- A refund of a whole subscription payment: we cancel the subscription so you are not charged again. Your organisation can still sign in to read and export its data for 30 days.
- A refund for extra users: we reduce your users to the number you kept.
- An Assisted Setup refund: we cancel any setup session that has not taken place yet.
Cancelling
You can cancel at any time from Billing in Call Caddie, or from the link in any Paddle receipt. Cancelling stops future payments. Your organisation keeps full access until the end of the period you have paid for. Cancelling on its own does not refund the current period. To get money back, ask for a refund within 14 days as described above.
Trials
The 3-day trial is free and does not take a payment, so there is nothing to refund. If you do not subscribe, the trial simply ends. See the Trial Terms.
Prices and Tax
Prices are shown before tax. Paddle adds any sales tax or VAT that applies where you are, and shows it at checkout before you pay. If your business is registered for VAT or a similar tax, you can enter your tax number at checkout, and Paddle will not charge VAT where the reverse charge applies. A refund includes the tax you paid on that payment.
Contact
Questions about refunds: info@sgopeoplehub.com. See also our Terms of Service.