Refund Policy

Effective date: 22 October 2026

This Refund Policy explains when payments for Social Muse (socialmuse.online) can be refunded, and how we make up for time you could not use the Service because of a problem on our side. It forms part of our Terms of Service.

Payments are processed by our payment partner and merchant of record, Dodo Payments. Approved refunds are issued through Dodo Payments to the original payment method.

1. Free trial

New accounts can start a free trial (currently 3 days, once per account). A payment card is required to start it. If you cancel before the trial ends, you are not charged. If you do not cancel, the plan you chose starts automatically at the end of the trial and the first payment is taken.

2. Our general rule: payments are not refunded

Plans are paid in advance, monthly or yearly. Once a payment has been taken (including the first payment after a trial, renewals and upgrades), it is not refunded, in full or in part, including for unused time, unused features, or if you stop using the Service during a paid period. When you cancel, your plan stays active until the end of the period you have paid for and is not renewed after that.

The exceptions are set out in sections 3 to 5.

3. Time lost because of our failure or maintenance

If you are on a paid plan and you cannot use the Service because of a failure of our systems or because of our maintenance, we will extend your plan by the same amount of time you were unable to use it.

What counts

The Service, or the main paid features of your plan, could not be used because of a problem with our own software, servers, database or the hosting and infrastructure providers we use to run the Service.
Planned or emergency maintenance by us during which the Service could not be used.

What does not count

Problems with third-party social media platforms (for example, a platform being down, rejecting posts, limiting its API, or suspending your account).
Problems with your own device, browser, internet connection or network.
Time when your account or workspace was suspended because of a breach of our Terms of Service or a failed payment.
Free trial periods.
Events beyond our reasonable control, as described in our Terms (for example, natural disasters or large-scale internet outages).

How the extension is calculated and given

The extension equals the length of the outage or maintenance that affected you, rounded up to the next full hour, and is added to your current paid period, so your next renewal moves later by the same amount.
When we confirm an outage or maintenance from our own records, we apply the extension to affected paid workspaces without you needing to ask.
If you believe you were affected and have not received an extension, contact us within 30 days of the event through Help in the app or at support@socialmuse.online, with the workspace name and the approximate date and time. We will check our records and reply within 5 working days.
An extension is given as extra time on your plan. It is not paid out in cash and cannot be transferred to another account or workspace.

4. Payments taken by mistake

We refund in full any payment that was taken in error, for example:

You were charged twice for the same period.
You were charged after you had cancelled in time (before the trial ended or before the renewal date).
You were charged an amount different from the price shown to you at checkout.

5. Refunds required by law

Nothing in this policy limits a right to a refund or to cancel that you have under the mandatory consumer law of your country. For example, if you are a consumer in the European Union or the United Kingdom, you may have the right to cancel a purchase within 14 days; where that right applies, we will honour it as the law requires. Where the law allows us to, we may reduce the refund in proportion to the part of the period you have already used.

6. How to ask for a refund or an extension

Sign in and open Help, choose Billing, or email support@socialmuse.online from the email address on your account.
Include your workspace name, the date and amount of the payment (or the date and time of the outage), and the reason.
We reply within 5 working days. Approved refunds are issued through Dodo Payments to the original payment method; your bank or card provider may take a further 5 to 10 working days to show it.

7. Chargebacks

If you think a payment is wrong, please contact us first so we can fix it quickly. If you open a chargeback or payment dispute with your bank instead, we may pause the workspace until it is resolved. Disputes are handled by Dodo Payments as merchant of record.

8. Changes to this policy

We may update this policy. Changes apply to payments made after the new version takes effect, and we will tell you about material changes by email or in the app. The effective date at the top shows when it was last changed.

9. Contact

Email: support@socialmuse.online
In the app: Help (available after you sign in)
Location: Social Muse, Nepal