Caelo Refund Policy
Caelo subscriptions are bought through Apple's App Store or Google Play, not directly from us. That means the store you paid through processes every payment and every refund. This page explains how to ask for one, and what we do when a store's own process doesn't cover your situation. It's part of our Terms of Service (§7).
Contents
1. Cancelling vs. a refund
Cancelling stops your subscription from renewing; you keep what you've already paid for until the end of the current period. You can cancel any time from Settings → Subscription → Manage in the app, or in your App Store or Google Play account. Cancel at least 24 hours before the period ends to avoid the next charge.
A refund returns money for a charge that has already happened — for example an accidental purchase, a renewal you meant to cancel, or a charge for features that never unlocked.
2. Bought on iPhone or iPad (App Store)
Only Apple can refund App Store purchases; we don't have access to Apple payments. To ask Apple:
- in the app: Settings → Subscription → Request a refund, which opens Apple's own refund form; or
- at reportaproblem.apple.com, signed in with the Apple Account you paid with.
Apple decides and usually replies by email within a few days. If Apple declines and you think something went wrong on our side, contact us (§7) — we can't reverse Apple's decision, but we'll look into it and help where we can.
3. Bought on Android (Google Play)
Within 48 hours of the charge, you can usually get a refund straight from Google: in the app via Settings → Subscription → Request a refund, or on Google's refund request page.
After 48 hours, Google usually refers you to us. Email us (§7) and we review every request individually — for example an accidental renewal, a duplicate charge, or a purchase that didn't unlock what it should have. If we approve it, the refund is issued through Google Play to your original payment method.
4. What happens after a refund
A refunded subscription ends immediately and your account returns to the free tier. Nothing you created is deleted: anything over the free tier's limits becomes read-only or locked until you're back within the limits or subscribe again, as described in the Terms (§7).
5. Things that were free
Ad credits and referral rewards are earned for free and have no cash value, so they can't be refunded or exchanged for money.
6. EU, EEA and UK customers
If you live in the EU, the EEA or the UK, you may have a statutory right of withdrawal for digital purchases. Nothing in this policy limits your statutory rights. For purchases made through the App Store or Google Play, withdrawal requests are handled through the store, using the steps above.
7. Contact us
Email support@mycaelo.com with:
- your Caelo username,
- where you paid (App Store or Google Play),
- the order number from the store's receipt email (Google: starts with
GPA.; Apple: the order ID), and the date of the charge, - what went wrong.
See also our Terms of Service and Privacy Policy.