Refund Policy

1. Subscription — cooling-off

If you cancel within 14 days of your first paid charge and have not used the Service in a material way (for example, no sales recorded and no bulk client import), we refund that first charge in full. Requests go to billing@softbela.com.

2. Renewals and partial periods

Renewals are billed in advance and are not pro-rated for unused days once a period has started. Cancelling stops future charges and keeps your access until the end of the period already paid, unless local consumer law provides otherwise.

3. Billing errors and duplicate charges

Duplicate charges, incorrect amounts and charges made after a confirmed cancellation are always corrected. Report them within 60 days with the payment reference and we refund to the original payment method within 5 to 10 business days, depending on your bank or mobile money operator.

4. Extended service failure

If a confirmed platform failure prevents you from working for more than 24 consecutive hours, you can request a pro-rated credit for the affected days. Interruptions caused by your internet connection, your device or a third-party mobile money outage are not included.

5. Client booking deposits

Deposits paid by a client belong to the salon, not to SoftBela.

• The salon decides its cancellation and no-show rules and refunds the client directly.
• The 6% service fee covers gateway processing and is non-refundable once a payment has been processed.
• If the salon cancels the appointment, the deposit should be refunded in full or moved to a new date.
• Disputes between a client and a salon are settled between them; we provide the transaction records on request.

6. How to request a refund

Email billing@softbela.com with your organisation name, the payment reference and a short explanation. We acknowledge within 2 business days and decide within 10. Refunds are always returned to the method originally used, never in cash.