Refund Policy

This policy applies to payments for Polas plans. Payments are processed by Paddle.com, our reseller and Merchant of Record, which also issues refunds.

Subscription fee: 14 days

• If you are not satisfied, you can request a full refund of the subscription fee within 14 calendar days of the first payment of your contract, or of the first payment of its annual renewal. No reason is required.
• If you pay in installments, the refund covers the installment paid within that period. Later installments are not refunded, but once you cancel no further installments are charged.
• Once the fee is refunded, the account moves to the free Inicio plan. Your photos and data are not deleted at that moment: they follow the Inicio retention terms (150 days, with notices before originals are deleted).

Free trial

If your plan includes a free trial, nothing is charged during the trial. If you cancel before it ends, no charge is made.

Commission and extra storage

• Commission and extra storage are charged on actual usage for the month that has already passed, so they are non-refundable.
• If you refund a client for an order you already paid commission on, that commission is credited on your next settlement.

Billing errors

If you were charged twice, charged the wrong amount or charged after cancelling, we refund the full difference regardless of the time elapsed.

How to request a refund

• Email us at support@polas.app from your account email, or
• reply to the receipt Paddle sent you, or request it at paddle.net.

We reply within 3 business days. Once approved, Paddle returns the amount to the original payment method; depending on your bank, it may take 5 to 10 business days to appear.

Purchases from photographers

Photos and products that a family or client buys from a photographer through a Polas gallery are not sold by Polas, and this policy does not apply to them. Refunds for those purchases must be requested from the photographer who sold them.

Your rights

This policy does not limit any rights you have under the consumer protection laws of your country, including the right to withdraw from distance purchases.