Refund Policy

1. Scope

This Refund Policy applies to subscription Pass purchases made through Subin from customers to vendors, and is part of our Terms of Service. It does not override any stronger consumer-protection right you may have under applicable law.

2. General Rule

Because a Pass gives you immediate access to a vendor's discounted rate and, for value-based Passes, an immediately usable balance, subscription payments are generally non-refundable once a Pass has been activated and made available for redemption, except as set out below.

3. When a Refund Applies

You may be entitled to a refund, in whole or in part, if:

• The payment was taken but the Pass never activated due to a technical failure attributable to Subin (for example, a payment succeeded but the subscription record was never created or activated).
• The vendor's storefront is not in a position to honor the Pass at all (for example, the vendor's account is suspended, deactivated, or unverified after your purchase, through no fault of yours) and no reasonable alternative or credit is offered.
• You were charged in error (for example, a duplicate charge for the same subscription).
• Applicable consumer protection law entitles you to a refund regardless of the above (this policy does not limit those rights).

4. When a Refund Does Not Apply

• You changed your mind after activating a Pass and starting to use it.
• You did not use some or all of the value/credit on a value-based or unit-based Pass before it expired.
• The vendor's service did not meet your expectations for reasons unrelated to a failure by Subin or the vendor to deliver access at all (a service-quality complaint should first be raised with the vendor, and may also be reported to Subin under Section 6).
• A promotional or referral credit was applied and later found to have been obtained in violation of the Terms of Service.

5. Auto-Renewal and Cancellation

• Where a plan auto-renews, you can cancel auto-renewal at any time from your account; cancelling stops future charges but does not refund the current billing period, and you retain access until the end of the period already paid for.
• Pausing a subscription (where offered) temporarily suspends redemption without cancelling the underlying plan; charges already made are not refunded for the paused period unless Section 3 applies.
• A failed payment may put your subscription into a grace period, during which service continues temporarily; if payment is not resolved within the grace period, the subscription is suspended, without additional charge.

6. Vendor Service Disputes

If a vendor fails to honor a valid Pass at the point of redemption, refuses service without cause, or you believe your redemption or family/household sharing was mishandled, contact Subin support at hi@subinpass.com with the vendor name, subscription reference, and details. We will investigate and may, at our discretion, issue a credit, arrange a make-good with the vendor, or issue a refund, depending on the circumstances.

7. How Refunds Are Paid

Approved refunds are returned to the original payment method through our payment processor (Paystack) wherever possible, and may take 5-10 business days to appear depending on your bank or card issuer. Where a refund to the original method isn't possible, we may issue account credit instead, with your agreement.

8. Gifted and Claimed Passes

If a Pass was gifted to another user and claimed, refund eligibility (where Section 3 applies) is assessed against the original purchaser's payment, not the recipient, unless the parties agree otherwise and Subin consents.

9. Fraud and Abuse

We may decline a refund, and may reverse a previously granted refund or credit, where we reasonably believe a purchase, referral bonus, or refund request is fraudulent or made in violation of the Terms of Service.

10. How to Request a Refund

Email hi@subinpass.com with your account email, the subscription reference (visible in your account), and the reason for the request. We aim to respond within 2 business days.

11. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be notified in-app or by email before they take effect, and will not apply retroactively to a purchase already made under the prior policy.