Requesting a refund
We aim to provide a reliable and high-quality digital experience. While most subscriptions work as intended, we understand that technical issues can sometimes occur. This article explains when refunds may or may not be granted and how refund requests are reviewed.
All refund requests are assessed in line with our Terms and Conditions and industry standards for digital subscription services.
How Refunds Work
Refunds are considered on a case-by-case basis, depending on:
Service availability
Access to purchased content
Technical performance of the platform
In the digital subscription industry, refunds typically represent a small percentage of total purchases. However, we review every request carefully to ensure fair outcomes.
When You May Be Eligible for a Refund
You may be eligible for a refund if you experienced significant technical or billing issues, including:
Service Unavailability
The purchased subscription, content, or premium feature was not delivered due to a system or provider issue.
Severe Service Disruptions
A large portion of the expected experience (generally more than 50%–80%) was affected by technical problems, such as:
No access to paid content
Major app crashes or broken features
Persistent loading issues, lag, or recurring system errors
Missing or Unavailable Content
Purchased or subscribed content was not available or was missing from the platform as advertised.
Duplicate Purchases
You were charged more than once for the same subscription, content, or service due to a technical or processing error.
When Refunds Are Not Granted
Refunds are generally not issued in the following cases:
Accidental Purchases
Subscriptions or services that were voluntarily purchased and later claimed to be accidental.
Personal Reasons
Changes of mind, personal circumstances, or preferences that do not impact service functionality.
Content Dissatisfaction
Refunds are not provided based solely on subjective dissatisfaction if the content and service are functioning as intended.
Failure to Cancel Before Renewal
Subscribers are responsible for managing their subscriptions and canceling before the renewal date. Charges resulting from missed cancellations are not eligible for refunds.
How to Request a Refund
If you believe your situation meets the eligibility criteria:
Contact our Support Team
Provide your account and payment details
Include any relevant screenshots or error descriptions, if available
Our team will review your request and respond as quickly as possible.
What if I filed a dispute or chargeback?
If you have contacted your bank or PayPal to request a refund, we follow the chargeback process. Once you file a dispute through your bank, they will reach out to our Finance Team to discuss and investigate your refund request.
In this case, your bank will become the mediator and the Cleeng Customer Success Team will no longer be involved moving forward.
For you to know the status of your request, you will need to contact your bank or PayPal.
Need More Help?
If you’re unsure whether your issue qualifies for a refund, our support team is happy to assist and clarify your options
