At Litango, we're committed to your satisfaction. This Refund Policy outlines the terms and conditions for requesting refunds on our premium services. We aim to be fair, transparent, and responsive to your needs.
Policy Overview
Our refund policy is designed to protect both you and Litango. We understand that circumstances change, and we want to ensure you feel confident when subscribing to our services.
Key Points
All refund requests must be submitted within the eligible timeframe and meet our refund criteria. Refunds are processed to the original payment method and may take 5-10 business days to appear in your account.
Our Commitment
- Clear and fair refund terms for all subscription types
- Quick processing of eligible refund requests
- Transparent communication throughout the refund process
- No hidden fees or complicated procedures
Refund Eligibility
When You Can Request a Refund
You may be eligible for a refund under the following circumstances:
Within 7 Days
First-time subscribers can request a full refund within 7 days of initial purchase
Technical Issues
Significant service disruptions that prevent normal usage for extended periods
Service Errors
Billing errors, duplicate charges, or unauthorized transactions
Eligibility Requirements
To qualify for a refund, your request must meet these conditions:
- Submitted within the applicable refund window
- Account in good standing with no violations of Terms of Service
- Clear explanation of the reason for the refund request
- No history of excessive refund requests or subscription abuse
Premium Subscriptions
7-Day Money-Back Guarantee
- Full refund for first-time subscribers
- Request must be within 7 days of purchase
- No questions asked for eligible requests
- Access continues until end of billing period
After 7 Days
- No refunds for standard cancellations
- Service remains active until period ends
- Exceptions for technical issues or errors
- Prorated refunds not available
Important Note
Monthly subscriptions do not qualify for prorated refunds. When you cancel, you retain access to premium features until the end of your current billing period, but no partial refunds are issued for unused days.
Non-Refundable Items
What Cannot Be Refunded
The following are not eligible for refunds under any circumstances:
Free Plan Usage
- Basic free plan services (no payment involved)
- Free trial periods that have expired
- Promotional credits or bonuses
- Complimentary scans or features
Policy Violations
- Accounts terminated for Terms of Service violations
- Subscriptions cancelled due to fraudulent activity
- Multiple refund requests showing pattern of abuse
- Subscriptions older than refund eligibility period
Additional Exclusions
- Used Services: Extensive usage of premium features may disqualify refund eligibility
- Third-Party Purchases: Subscriptions purchased through third-party app stores follow their refund policies
- Gift Subscriptions: Gifted subscriptions cannot be refunded after redemption
- Renewal Periods: Auto-renewals after initial subscription period are non-refundable
Refund Process
How to Request a Refund
Follow these steps to submit a refund request:
- Log Into Your Account: Access your Litango account dashboard
- Navigate to Billing: Go to Settings → Subscription & Billing
- Select Request Refund: Click the "Request Refund" button
- Complete the Form: Provide required information and reason for refund
- Submit Request: Review and submit your refund application
Alternative Method
You can also email our support team directly at hello@litangoai.com with subject line "Refund Request" and include your account email, order number, and reason for refund.
Required Information
Please include the following in your refund request:
- Account email address
- Order/transaction number or date of purchase
- Clear reason for requesting refund
- Any relevant screenshots or documentation (for technical issues)
Processing Times
Review and Approval
Initial Review
Most refund requests are reviewed within 24-48 business hours
Approval Decision
You'll receive an email notification with approval or denial within 3 business days
Refund Processing
Approved refunds processed to original payment method within 5-10 business days
Factors Affecting Timeline
- Payment Method: Credit cards typically process faster than bank transfers
- Bank Processing: Your financial institution may take additional time
- Holidays/Weekends: Business days exclude weekends and public holidays
- Complex Cases: Unusual circumstances may require additional review time
Expected Timeframes
While most refunds appear within 5-10 business days, in rare cases it may take up to 14 business days depending on your financial institution. If you haven't received your refund after 14 business days, please contact us.
Cancellations
Difference Between Cancellation and Refund
It's important to understand the distinction:
Cancellation
Stops future billing but maintains access until current period ends. No refund for current period.
Refund Request
Requests return of payment for current period. Must meet eligibility criteria outlined in this policy.
Account Deletion
Permanently removes account and data. Does not automatically trigger a refund.
How to Cancel Without Refund
If you wish to cancel your subscription without requesting a refund:
- Go to Settings → Subscription & Billing
- Click "Cancel Subscription"
- Confirm your cancellation
- You'll retain access until the end of your billing period
Cancellation Policy
Cancelling your subscription prevents future charges but does not qualify you for a refund unless you meet the eligibility criteria. Your premium features remain active until the end of your paid period.
Special Circumstances
Exceptional Situations
We understand that unique situations arise. We may consider refunds outside standard policy for:
- Extended Outages: Service unavailable for 48+ consecutive hours
- Feature Removal: Significant features removed that were primary reason for subscription
- Billing Errors: System errors resulting in incorrect charges
- Medical/Personal Emergencies: Evaluated on a case-by-case basis with documentation
Fraudulent Charges
If you believe you were charged fraudulently:
- Contact us immediately at hello@litangoai.com
- We'll investigate and resolve within 24-48 hours
- Full refund issued if fraud is confirmed
- You may also dispute the charge with your bank
Contact Us
If you have questions about our refund policy or need assistance with a refund request, please reach out:
Support Hours
Our support team is available Monday through Friday, 9:00 AM - 6:00 PM. Refund requests submitted outside business hours will be processed on the next business day.
Before Contacting Support
To help us assist you more quickly, please:
- Review this refund policy to confirm eligibility
- Gather your account information and transaction details
- Prepare any screenshots or documentation of issues
- Clearly explain the reason for your refund request
Policy Updates
This refund policy may be updated periodically. Material changes will be communicated via email and posted on our website. Continued use of Litango after policy changes constitutes acceptance of the updated terms.