Return & Refund Policy
This Return & Refund Policy explains when you may request a refund for SafeLog purchases (including wallet top-ups and plan access), how we review requests, and how refunds are paid. It forms part of our service terms together with the Terms of Service.
- You may request a refund within 48 hours after payment.
- We review requests within 24 hours of receiving your support message.
- If approved, refunds are processed within 72 hours of the approval decision.
- Refunds are issued only to the same payment method / payment details used for the original transaction.
1. What you can request a refund for
SafeLog sells digital services (software access, plan entitlements, and wallet balance used for billing). A user may request a refund if:
- the service is defective due to SafeLog’s fault (for example a confirmed billing error or a paid feature that cannot be delivered because of a failure on our side); or
- the paid digital product or service access is not delivered within 48 hours of successful payment (for example plan access not activated after a confirmed top-up/purchase).
Refunds apply to the payment that funded the affected purchase (wallet top-up and/or plan charge), as determined from our billing records.
2. When refunds are not available
Returns and exchanges are only possible if the product or service is defective due to the store’s fault. Refunds are not available if, for example:
- you changed your mind after purchase;
- you do not like the product, plan, or features;
- you no longer need the service;
- a third-party platform bans, limits, or rejects an account or profile you operate with SafeLog (third-party platform rules and outcomes are outside our control);
- you used the product successfully and later want unused balance or time returned without a store-fault defect or non-delivery as described above.
Nothing in this policy limits refunds where mandatory consumer law requires them.
3. Timeframe to request a refund
A buyer has the right to request a refund within 48 hours after payment of the relevant charge (wallet top-up or plan purchase). Requests submitted after that window may be declined unless a longer period is required by applicable law.
4. How to request a refund
Contact SafeLog customer support at support@getsafelog.com from the email on your SafeLog account. Include:
- account email;
- payment date and approximate amount;
- payment reference / order id if you have it;
- a short description of the problem (defect due to our fault, or non-delivery within 48 hours).
5. Review timeframe
Your request will be reviewed within 24 hours of contacting SafeLog customer support (business operations may use calendar hours). We may ask for additional details needed to verify the payment and the issue.
6. Refund processing timeframe after approval
If the request is approved, the refund will be processed within 72 hours of the refund decision being made. The time until funds appear on your statement depends on your bank, card issuer, or payment provider and may take longer than our processing window.
7. Payment method for refunds
Refunds will only be issued to the same payment details / payment method used for the original transaction. We do not send refunds to a different card, wallet, bank account, crypto address, or third party.
8. Wallet balance and plans
- Wallet top-ups that successfully credit your SafeLog wallet are generally treated as completed digital delivery of balance, subject to the defect and non-delivery rules above.
- If a plan purchase fails to activate because of our fault, we may restore access or refund the plan charge according to this policy.
- Partial use of a plan period may affect whether a full refund is appropriate when a store-fault defect is proven.
9. Chargebacks
Please contact us first so we can resolve billing issues quickly. Unfounded chargebacks may delay support and can lead to account restrictions while we investigate fraud risk.
10. Changes
We may update this policy. The “Last updated” date on this page shows when changes take effect for new purchases. Material updates remain published on this page.
11. Contact
Questions or refund requests: support@getsafelog.com