Refund Policy

The full detail below exists so there is no ambiguity about what is covered, what is not, and what happens after a refund is issued. If the short version answers your question, you do not need to read further.

This policy applies to any merchant who has been charged for Loomaru's revenue-recovery service and is within 30 days of their first paid charge on the current subscription. It is the customer-facing counterpart to Terms §8.5 — if this page and the Terms ever disagree, the Terms govern.

This policy does not cover the free Revenue Intelligence Report you may have received before subscribing, since no charge was made for it. It also does not cover services purchased from any third party (your payment processor, your e-commerce platform, or any advertising destination you designate).

You are eligible for a full refund of your first paid subscription fee if all three of the following are true:

1. You are the account holder of the subscription (or a team member authorized to act on the account holder's behalf).
2. The refund request reaches us within 30 days of your first paid charge on the current subscription.
3. The subscription is still active at the time of the request — a previously refunded subscription is closed, and a new subscription starts a fresh window (see §8).

No outcome threshold, no reason required. You do not need to demonstrate a measured result, explain your decision, or justify the request. A measured revenue lift inside our published range that you nonetheless consider insufficient is an eligible reason. So is no reason at all.

The 5-business-day figure is the contractual commitment from Terms §8.5. In practice most refunds are issued the same day we receive the request. The trailing 3–10 business days is entirely on the side of your card issuer or bank — once we issue the refund, the timing of the ledger entry is out of our hands.

We refund the full amount charged to your payment method for the first paid subscription fee, including any applicable taxes collected on that fee at the time of the charge. The refund is issued in the currency and to the instrument of the original charge.

If your subscription included a promotional credit or a discount code, the refund returns the amount you actually paid — not the list price before the credit or discount.

• Subscription fees after the 30-day window. Once 30 days have elapsed since your first paid charge, the Loomaru guarantee no longer applies to the current subscription. Cancellation from that point forward is a normal subscription cancellation — future billing stops, prior months are not refunded.
• A previously refunded subscription. Once a subscription has been refunded under this policy, that subscription is closed. A new subscription opened later is governed by a fresh 30-day window on its own first paid charge (see §8).
• Third-party charges. We do not refund amounts charged by parties other than Loomaru— for example, your e-commerce platform subscription, your advertising spend, or payment-processor fees. Those refunds, if any, follow the respective provider's own policy.
• Revenue Intelligence Reports delivered for free. If you received a free report before subscribing, nothing was charged, so there is nothing to refund.
• The unused portion of an annual subscription after the 30-day window. The Wix-Store Tier is billed annually in advance. Within 30 days of the first paid charge, the full annual Fee is refundable under the same unconditional terms as a monthly Fee (§3 above). After the 30-day window closes, cancellation stops the next annual renewal but does not refund the remainder of the paid year. The service continues to operate to the end of the paid year. This is a standard annual-subscription cancellation, not a refund.

Outside these explicit exclusions, there is no “fine print” narrowing the guarantee. If you are within the window and this is your first paid charge on the subscription, you are covered.

Please email us first. A chargeback filed with your card issuer can take 60–90 days to resolve and ties up the funds on both sides during that window. Our own refund process completes within 5 business days and does not require any back-and-forth. The guarantee is unconditional — there is nothing to argue about.

If a chargeback has already been filed, it is simpler and faster for both of us if you withdraw the chargeback with your issuer and we refund directly. A chargeback can trigger automated locks on both parties' payment profiles that take longer to unwind than the chargeback itself.

Any good-faith dispute that cannot be resolved by email is handled under the governing-law provision below.

This policy is governed by and construed in accordance with the laws of the Czech Republic, consistent with Terms §13. Nothing on this page limits any non-waivable consumer right you may have under the mandatory law of your place of residence.

We may update this policy to reflect changes in our practices or legal requirements. The “Last updated” date at the top of this page reflects the most recent revision. The contractual refund commitment anchored in Terms §8.5 cannot be narrowed for any active subscription — changes to the guarantee language apply to subscriptions that start on or after the change date.

Material changes affecting active subscriptions are announced at least 30 days in advance by email to the account holder.

Common questions. If your situation is not covered here, the answer is almost always “send the email and we sort it out” — but here is the written version for reference.

Do I have to give a reason?

No. The refund is unconditional. “Any reason” includes no reason at all — and includes measured lift inside the published range that you nonetheless considered insufficient. You can write one sentence or none.

Do I have to get on a call?

No. One email refunds the fee. There is no call to book, no exit survey, and no churn-save playbook. One reply from us confirms the refund is on its way.

What if I cancel after the 30 days?

You can cancel at any time. After the 30-day window closes, cancellation stops any future billing on the next cycle — but the months already billed and delivered are not refunded. That is a standard subscription cancellation, not a refund.

What happens to the service once the refund is issued?

Your recovery layer is deactivated within 24 hours. Your domain returns to its pre-activation state and no further charges occur on the refunded subscription.

What if the original card or wallet is closed?

We always issue the refund to the original payment instrument first, because that is the cleanest path for both parties. If the instrument is rejected by your bank, we coordinate an alternate method (bank transfer or a new card on file) by email.

Does the refund window reset if I resubscribe later?

No. Per Terms §8.4, a new subscription started after a cancellation is treated as a new subscription — the 30-day window applies to the first paid charge of that new subscription, not to any prior relationship.

I'm on the Wix-Store Tier (annual billing). What happens if I cancel mid-year after the 30 days?

Your subscription stops auto-renewing for the next year. The current paid year continues to the end of its term — the recovery service stays active and you keep what you paid for. Loomaru does not pro-rate the unused months. To get a refund of the annual Fee, the request must reach us within 30 days of the first paid annual charge.