Refund Policy — SBM Laser Help

Effective date: 2026-04-27

This Refund Policy explains your refund rights for subscriptions to SBM Laser Help.

We do not advertise a money-back guarantee. We do, however, fully respect the legally required cooling-off periods under EU and Brazilian consumer-protection law, plus a small set of exceptional cases listed below.

1. Legal cooling-off rights

1.1 European Economic Area (EEA), United Kingdom, Switzerland

Under the EU Consumer Rights Directive (2011/83/EU), you have 14 days from the start of your subscription to withdraw without giving any reason (“right of withdrawal”).

To exercise this right:
– Send an email to [email protected] within 14 days of your subscription starting
– Include your subscription email (the one Paddle sent receipts to) and your Telegram username

We will issue a full refund through Paddle within 14 days of receiving your request, using the same payment method you used.

Important exception (Art. 16(m) of the Directive): if during the 14-day period you have actively used premium AI features (for example, made more than 5 AI queries or uploaded defect photos for AI analysis), you have explicitly consented to the immediate provision of digital content and acknowledged the loss of the right of withdrawal. In such cases the right of withdrawal is no longer available.

This exception is presented to you at the moment of subscribing.

1.2 Brazil

Under Art. 49 of the Código de Defesa do Consumidor (CDC), you have 7 days from the start of your subscription to exercise the direito de arrependimento (“right of withdrawal”) for purchases made online or outside a physical store.

To exercise this right:
– Send an email to [email protected] within 7 days of your subscription starting
– Include your subscription email and Telegram username

We will issue a full refund through Paddle within 7 days of receiving your request.

1.3 Other jurisdictions

We honor any cooling-off period that your local consumer-protection law guarantees, even if not explicitly listed here.

2. Refunds outside the cooling-off period

We do not offer a money-back guarantee beyond the legal cooling-off periods described in section 1.

Once the cooling-off period has passed, subscription fees are non-refundable, except in the exceptional cases listed in section 3.

You can cancel at any time to avoid future renewal charges — see section 4.

3. Exceptional refunds (always available)

Regardless of the cooling-off period, we will issue a refund in the following cases:

  • Billing error — duplicate charge, incorrect amount, or charge after a confirmed cancellation
  • Service failure — the Service was unavailable to you for more than 7 consecutive days due to a fault attributable to us
  • Unauthorized charge — you can demonstrate that the subscription was created without your authorization (for example, through unauthorized use of your card)
  • Other situations required by mandatory consumer-protection law applicable to you

To request an exceptional refund, email [email protected] with a description and any evidence (screenshots, dates, statements).

4. Cancellation vs refund

Cancellation and refund are different things:

  • Cancellation stops future automatic renewals. You retain access until the end of the current paid period. There is no refund for the current period when you simply cancel.
  • Refund returns money for the current or a previous billing cycle. It is only available under the cooling-off rights in section 1 or the exceptional cases in section 3.

To cancel:
– Through the Paddle Customer Portal (link in your purchase confirmation email)
– Or by emailing [email protected]

5. How refunds are processed

Refunds are issued through Paddle, our Merchant of Record, back to the original payment method.

Processing time depends on your card issuer or bank:
– Card refunds — typically 5-10 business days
– Pix, SEPA, local bank transfer — typically 3-7 business days, varies by provider

Paddle will send you a confirmation email when the refund is processed. The amount appearing on your statement is the original charge amount (any currency-conversion fees imposed by your card issuer at the time of original payment may not be refunded by your bank — this is outside our and Paddle’s control).

6. Chargebacks

If you initiate a chargeback with your card issuer instead of contacting us, we lose the ability to resolve the issue directly. We strongly recommend you email [email protected] first — most issues are resolved within a few business days.

If a chargeback is filed without us being given a chance to address the issue, we may suspend or terminate the related account pending resolution.

7. Contact

To request a refund:

  • Email: [email protected]
  • Subject: “Refund request — [your subscription email]”
  • Include: subscription email, Telegram username, reason for the request, any supporting information

For general questions about refunds: [email protected].

For questions about how Paddle processes payments: see https://www.paddle.com/legal/checkout-buyer-terms.

For questions about our Service overall: see our Terms of Service.