Overview
At Sotabox, we want you to be completely satisfied with our Services. This Refund Policy outlines the circumstances under which you may be eligible for a refund and the process for requesting one. This policy applies to all Sotabox subscription plans purchased directly through our website or applications.
By purchasing a Sotabox subscription, you agree to the terms outlined in this Refund Policy. This policy should be read in conjunction with our Terms of Service.
1. Free Trial
Sotabox offers a 14-day free trial for eligible subscription plans. During the trial period:
- No payment is required to start your trial
- You have full access to the features included in your selected plan
- You may cancel at any time before the trial ends without being charged
- If you do not cancel before the trial period ends, your payment method will be automatically charged for the subscription
We encourage you to fully evaluate our Services during the trial period to ensure they meet your needs before your subscription begins.
2. 14-Day Money-Back Guarantee
For new subscribers, we offer a 14-day money-back guarantee on all paid subscription plans. This means:
- Full Refund: If you request a refund within 14 days of your initial purchase (after the free trial, if applicable), you will receive a full refund of the amount paid
- First-Time Subscribers Only: This guarantee applies only to first-time subscribers to a particular plan
- One-Time Per Account: The money-back guarantee can only be used once per account
- No Questions Asked: You do not need to provide a reason for requesting a refund within this period
To request a refund under this guarantee, please email billing@sotabox.com within 14 days of your purchase.
3. Monthly Subscription Refunds
For monthly subscription plans:
- Within 14 Days: Full refund available under our money-back guarantee (first-time subscribers only)
- After 14 Days: Monthly subscriptions are generally non-refundable after the 14-day period
- Cancellation: You may cancel your subscription at any time. Your access will continue until the end of your current billing period
- No Partial Refunds: We do not provide partial refunds for unused portions of a monthly billing cycle
To cancel your monthly subscription, please visit your account settings or email cancel@sotabox.com at least 3 business days before your renewal date.
4. Annual Subscription Refunds
For annual subscription plans:
- Within 14 Days: Full refund available under our money-back guarantee (first-time subscribers only)
- After 14 Days: Pro-rated refunds may be available based on the unused portion of your subscription
- Pro-Rated Calculation: Refund = (Remaining full months / 12) x Annual fee paid, minus any discounts received
- Discount Adjustment: If you received an annual discount, the refund will be calculated at the monthly rate for months used
Annual Refund Calculation Example
If you purchased an annual Business plan for $290/year ($24.17/month) and request a refund after 4 months:
- Monthly equivalent rate: $29/month
- Value of 4 months used: $29 x 4 = $116
- Refund amount: $290 - $116 = $174
Note: The discount you received for paying annually is deducted from your refund.
5. Enterprise Plans
Enterprise and Enterprise Plus plans are subject to custom terms as specified in your enterprise agreement:
- Custom Terms: Refund policies for enterprise customers are governed by the specific terms in your signed agreement
- Contact Your Account Manager: For refund requests, please contact your dedicated account manager directly
- Annual Commitments: Enterprise agreements typically involve annual commitments that may have different cancellation and refund terms
If you have questions about your enterprise agreement, please contact enterprise@sotabox.com.
6. Non-Refundable Items
The following are generally not eligible for refunds:
- Add-ons and Upgrades: Additional features, storage, or capacity purchased separately
- Subscription Renewals: Automatic renewals after the initial subscription period (you must cancel before renewal to avoid charges)
- Terms of Service Violations: Accounts terminated due to violations of our Terms of Service or Acceptable Use Policy
- Chargebacks: If you initiate a chargeback with your payment provider, you are not eligible for a refund through Sotabox
- Promotional or Discounted Purchases: Subscriptions purchased at promotional or significantly discounted rates may have limited or no refund eligibility
- Credits or Coupons: Promotional credits, coupons, or gift subscriptions are non-refundable
7. How to Request a Refund
To request a refund, please follow these steps:
- Email Our Billing Team: Send your refund request to billing@sotabox.com
- Include Required Information:
- Your account email address
- The subscription plan you purchased
- Date of purchase
- Reason for refund request (optional, but helpful)
- Wait for Confirmation: We will review your request and respond within 2 business days
- Refund Processing: Approved refunds are typically processed within 5-10 business days
8. Refund Processing
Once your refund is approved:
- Processing Time: Refunds are typically processed within 5-10 business days
- Payment Method: Refunds will be credited to the original payment method used for the purchase
- Bank Processing: Additional time may be required for your bank or payment provider to process the refund
- Currency: Refunds are issued in the same currency as the original purchase
- Confirmation: You will receive an email confirmation once your refund has been processed
9. Downgrades and Plan Changes
If you wish to change your subscription plan:
- Upgrades: When upgrading to a higher-tier plan, you will be charged the prorated difference for the remainder of your billing cycle
- Downgrades: When downgrading to a lower-tier plan, the change will take effect at the end of your current billing period. No refund is provided for the price difference
- Annual to Monthly: Switching from an annual plan to a monthly plan can only occur at the end of your annual term
10. Service Disruptions
In cases of significant service disruptions:
- Service Credits: Extended outages may qualify for service credits rather than refunds
- Credit Calculation: Credits are typically calculated as a percentage of your monthly fee based on downtime duration
- SLA Terms: Enterprise customers with Service Level Agreements (SLAs) should refer to their agreement for specific terms
- Force Majeure: Disruptions due to events beyond our reasonable control (natural disasters, government actions, etc.) may not qualify for credits or refunds
To report a service disruption or request service credits, please contact support@sotabox.com.
11. Exceptions and Special Circumstances
We understand that special circumstances may arise. Sotabox reserves the right to make exceptions to this policy on a case-by-case basis, particularly in situations involving:
- Technical issues that prevented proper use of the Services
- Billing errors on our part
- Documented medical emergencies
- Other extenuating circumstances
To request an exception, please contact our support team with detailed information about your situation.
12. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Material changes will be communicated via email or through the Services. Your continued use of the Services after any changes indicates your acceptance of the updated policy.
13. Contact Us
If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:
Our support team is available Monday through Friday, 9:00 AM to 6:00 PM (EST), excluding holidays.