Refund policy

Who takes the payment

Payments for Umilo are taken by Paddle, acting as the merchant of record. Paddle takes the payment, issues the invoice, handles sales taxes, and issues any refund. The charge appears on your card statement under Paddle's name, usually as PADDLE.NET* UMILO, rather than as Umilo alone. Umilo never sees or stores your card details.

Thirty days, no questions asked

If Umilo turned out not to be what you needed, you get your money back.

• Ask within 30 days of a Family payment and that payment is refunded in full.
• You do not have to give a reason, and you will not be asked to justify one.
• The 30 days run from the date of the payment you want back, not from the date the account was created.
• A refund is issued together with a cancellation of the Family subscription, so the account returns to the Free plan and its limits. If Family is still showing a day after a refund, write to [email protected] and it will be corrected.

The only exception: Umilo may decline a refund where there is clear evidence of refund abuse, such as repeated refunds on the same account after heavy use of the plan. This has never been needed, and it is not aimed at a family that simply changed its mind.

How to ask for a refund

Both routes reach the same place. Use whichever is quicker for you.

• Write to [email protected] from the email address on the account and say which payment you want back.
• Or open the receipt Paddle emailed you after the payment: it links to the Paddle billing portal, where the request can be made directly.
• Or go to paddle.net, choose “Request refund” and enter the email address from your receipt.
• You do not need to cancel first. A refund request is treated as a request to cancel as well.

After the thirty days

Past the refund window a subscription is still cancellable, but it is no longer refundable.

• Cancel any time from the billing page in Umilo, or from the Paddle portal.
• Family continues to the end of the period you have already paid for.
• There is no partial refund for the unused days of a period that has already started.
• Cancelling stops the next renewal. It does not delete your data — deleting the account does that.

The Free plan

The Free plan costs nothing, so there is nothing to refund. It gives one child, five checks in total and ten photo analyses in total, and it does not expire.

Your statutory rights

This policy is what Umilo offers on top of the law, and it never replaces the law. If you live in the EU or the UK, your statutory right to withdraw from a distance contract within 14 days is unaffected by anything written here. Nothing on this page removes a consumer's right to bring a claim in the courts of their own country.

How long a refund takes

Paddle returns the money to the card or account that paid and cannot send it anywhere else. Paddle processes approved refunds within 14 days, and usually within a few business days; your bank then takes its own time, typically three to ten business days, before it appears on your statement.

Contact

Questions about this document? Write to [email protected].