Skip to main content
satooB

Refund Policy

Last updated: May 6, 2026Effective date: Upon acceptance

This Refund Policy explains how refunds work across the satooB platform. It applies to subscription fees, satoPOINTS purchases by Merchants, Vouchers redeemed by End-Users, and pending rewards held under the Sprint-17 retraction framework. The Policy supplements, and does not replace, the Master Terms of Service, the Partner Terms, and the User Terms.

1. Overview

Plans and packs are available on a monthly or annual cycle. You may cancel at any time ; there is no long-term commitment. Different rules apply to the three economic flows on the platform — subscription fees, satoPOINTS purchases, and End-User Vouchers — and we set them out in the sections below.

For all refund requests, please email billing@konatamo.com. Disputes that cannot be resolved at first instance escalate to legal@konatamo.com, and ultimately follow the dispute-resolution process set out in Section 14 of the Master Terms of Service.

2. Subscription cancellations

Subscription fees are billed monthly or annually in advance. You may cancel at any time from your account settings ; the cancellation takes effect at the end of the then-current billing period. We do not pro-rate the unused portion of the period — this is the industry-standard SaaS approach and reflects the fact that the Service was made available to you continuously.

A final invoice is issued for the period in which cancellation occurred. No further charges are levied after that.

If you cancel because of a material breach of the Master Terms of Service or the Partner Terms by Konatamo LLC, you may be entitled to a pro-rated refund of the unused portion. Such requests are handled in good faith on a case-by-case basis.

3. satoPOINTS purchases by Merchants

When a Merchant purchases a pack of satoPOINTS to fund its loyalty program, the satoPOINTS are credited to the Merchant's reserve and are non-refundable once activated. This restriction follows the same logic as a digital-content sale : once the underlying balance is available, it is treated as consumed.

However, if a Merchant chooses to leave the platform in good standing — that is, with no AUP violation, no outstanding payment dispute, no unresolved consumer complaint — unused satoPOINTS in the Merchant's reserve are refunded at the original purchase price in the original currency, less any commission already earned on End-User redemptions. The refund is processed within thirty (30) business days through Stripe to the original payment method.

We do not refund satoPOINTS that have been issued to End-User satoPOINTS balances but not yet redeemed ; those satoPOINTS remain valid until the End-User redeems them or until the Merchant's loyalty program is terminated, whichever comes first.

4. End-User Vouchers

A Voucher redemption is final once validated by the Merchant at the point of sale or at the e-commerce checkout. We do not reverse a redeemed Voucher unless the underlying transaction itself is reversed and the Merchant explicitly requests the rollback.

Physical Vouchers expire fifteen (15) minutes after issuance. If a Voucher expires unused, the corresponding satoPOINTS are automatically refunded to the End-User's satoPOINTS balance through our scheduled background job (workflow WF11), typically within five (5) minutes of expiry.

E-commerce Vouchers are redeemed instantly at the Merchant's checkout. They do not expire by default but may be voided if the underlying loyalty program is terminated, if the Merchant ceases to honour them, or in the cases listed in the User Terms.

If a Voucher is fraudulently issued or redeemed (account takeover, system error, double-spend), we reserve the right to invalidate the Voucher and to roll back the corresponding satoPOINTS movements while we investigate.

5. EU consumer rights — 14-day right of withdrawal

If you are a consumer resident in the European Union or the United Kingdom, applicable consumer-protection law grants you a fourteen-day right of withdrawal for distance contracts (Articles 9 et seq. of EU Directive 2011/83/EU).

For digital content already provided — e.g. satoPOINTS issued to your satoPOINTS balance, Vouchers issued upon your request — the fourteen-day right of withdrawal does not apply, as permitted by Article 16(m) of the Directive : you have expressly requested immediate performance and acknowledged that you would lose your right of withdrawal upon issuance. The wording of this acknowledgement is presented at each issuance and recorded in your account history.

For unstarted services — e.g. a subscription not yet used — the fourteen-day right of withdrawal applies in full. To exercise it, please email billing@konatamo.com with a clear statement of withdrawal within fourteen (14) days of the conclusion of the contract. We will refund the corresponding amount within fourteen (14) days of receiving the withdrawal notice, using the original payment method.

6. Pending rewards (retraction framework)

To accommodate Merchant programs that operate under a consumer-retraction window — for example, e-commerce sales subject to the EU 14-day right of withdrawal — Merchants may configure a pendingDelayDays value in their settings. When set, satoPOINTS earned through cashback are held in a pending state until the configured delay has elapsed.

If the underlying Merchant transaction is refunded during the pending period, the corresponding satoPOINTS are automatically rolled back and never enter the End-User's spendable balance. End-Users see "Pending" badges next to such satoPOINTS in their satoPOINTS balance.

If the pending period expires without the underlying transaction being refunded, the satoPOINTS are released to the End-User's spendable balance through our scheduled background job (workflow WF12).

This framework was introduced by Sprint 17 and is documented in the Privacy Policy section on retention.

7. Disputes

For any dispute concerning fees, refunds, or settlements :

  1. Contact billing@konatamo.com first. Most disputes are resolved at this level.
  2. Escalate to legal@konatamo.com if the first-level response is not satisfactory.
  3. For credit-card chargebacks raised through your bank or through Stripe, satooB cooperates with Stripe's standard dispute process.
  4. For unresolved disputes, the dispute-resolution process set out in Section 14 of the Master Terms of Service applies.

8. Force majeure

We are not liable to refund subscription fees or satoPOINTS purchases in case of unforeseen circumstances beyond our reasonable control, including (without limitation) acts of God, war, terrorism, civil unrest, governmental actions, pandemics, large-scale internet outages, third-party infrastructure failures, or denial-of-service attacks of unprecedented scale. We will, however, communicate proactively about any such event and resume normal operations as soon as reasonably practicable.

9. Contact

For refund requests and billing questions :

Postal address (for legal service of process): Konatamo LLC, 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110, USA.