Refund policy

Return and Refund Policy - Jotlily

Effective Date: 16.9.2025
Last Updated: 16.9.2025

Overview

At Jotlily, we are committed to providing valuable mental health peer support services and digital resources. This policy outlines our approach to refunds and returns for our digital services and products.

1. Digital Services and Products - No Refunds

1.1 Nature of Our Services

Jotlily provides digital mental health services including:

  • Community membership access
  • Peer support group sessions
  • Digital courses and workshops
  • Downloadable resources and guides
  • Blog content and educational materials
  • Online community platform access
  • Virtual events and webinars

1.2 No Refund Policy

All sales are final. Due to the digital nature of our services and products, we do not offer refunds, returns, or exchanges for:

  • Community memberships - Once access is granted, it cannot be "returned"
  • Digital downloads - Including guides, worksheets, and educational materials
  • Online courses - Once accessed or begun, course materials cannot be returned
  • Virtual sessions - Including group sessions and peer support meetings
  • Subscription services - Monthly or annual community access fees
  • Digital products - Any downloadable content or digital resources
  • Event tickets - Virtual workshops, webinars, or online events

1.3 Reason for No-Refund Policy

  • Digital content is immediately accessible upon purchase
  • Services are consumed upon delivery or access
  • Educational materials and resources retain value after viewing
  • Community access provides ongoing benefits that cannot be "returned"
  • Administrative costs and processing make refunds impractical for digital services

2. Subscription Services

2.1 Monthly Subscriptions

  • Monthly community memberships are billed in advance
  • Cancellation prevents future billing but does not refund current month
  • Access continues through the end of the paid period
  • No partial refunds for unused portions of the month

2.2 Annual Subscriptions

  • Annual memberships are paid in full upfront
  • No refunds for unused portions of annual subscriptions
  • Cancellation prevents automatic renewal but maintains access through paid period
  • Early cancellation does not result in prorated refunds

2.3 Cancellation Process

To cancel subscription services:

  1. Log into your account settings
  2. Navigate to "Subscription Management"
  3. Select "Cancel Subscription"
  4. Follow the confirmation prompts
  5. Receive cancellation confirmation email

3. Exceptional Circumstances

3.1 Platform Technical Issues

If you experience significant technical problems that prevent access to purchased services:

  • Contact our support team within 48 hours
  • Provide detailed information about the technical issue
  • We may offer technical support or platform credits
  • Resolution will be at our sole discretion

3.2 Billing Errors

In cases of clear billing errors or unauthorised charges:

  • Contact support within 30 days of the charge
  • Provide documentation of the error
  • We will investigate and may issue credits or corrections
  • Resolution depends on verification of the billing error

3.3 Duplicate Purchases

If you accidentally purchase the same service twice:

  • Contact support within 7 days of the duplicate purchase
  • We may issue a credit for future services
  • Refunds are not guaranteed and assessed case-by-case

4. What We Offer Instead of Refunds

4.1 Quality Commitment

While we don't offer refunds, we are committed to:

  • High-quality peer support services
  • Responsive customer support
  • Continuous platform improvements
  • Regular content updates and new resources

4.2 Trial Periods and Previews

To help you make informed decisions:

  • Free trial periods when available
  • Preview content for courses and materials
  • Detailed service descriptions
  • Community guidelines and expectations
  • Sample content and testimonials

4.3 Alternative Solutions

If you're dissatisfied with our services, we may offer:

  • Platform credits for future services
  • Alternative access to different community resources
  • Technical support to improve your experience
  • Guidance on maximising service benefits

5. Chargebacks and Disputes

5.1 Chargeback Policy

  • Initiating chargebacks for digital services may result in account suspension
  • All chargebacks will be contested with supporting documentation
  • Account access may be revoked if services are disputed after consumption
  • We encourage contacting support before pursuing chargebacks

5.2 Credit Card Disputes

If you dispute charges with your credit card company:

  • We will provide documentation of service delivery
  • Account access may be suspended during dispute resolution
  • Resolution depends on credit card company policies
  • We reserve the right to terminate accounts for frivolous disputes

6. Service Modifications and Discontinuation

6.1 Service Changes

  • We may modify or update services without refunds for previous purchases
  • Major changes will be communicated in advance when possible
  • Existing subscriptions continue under original terms until renewal
  • New features may be added at no additional cost

6.2 Service Discontinuation

In the unlikely event we discontinue services:

  • 30-day advance notice will be provided when possible
  • Access continues through paid subscription periods
  • Alternative resources or platform credits may be offered
  • No refunds will be issued for discontinued services

7. Contact and Support

7.1 Customer Support

If you have questions about this policy or need assistance:

Email: sanni.jotlily@gmail.com
Response Time: Within 48 hours during business day

7.2 Support Process

When contacting support:

  1. Include your account email address
  2. Provide order/transaction numbers if applicable
  3. Clearly describe your concern or issue
  4. Allow up to 48 hours for initial response
  5. Be prepared to provide additional information if requested

7.3 Escalation Process

If initial support doesn't resolve your concern:

  • Request escalation to a supervisor
  • Issues will be reviewed within 5-7 business days
  • Final decisions will be communicated in writing
  • Our decision on refunds and credits is final

8. Legal Considerations

8.1 Consumer Rights

This policy does not affect your statutory consumer rights where applicable by law. In some jurisdictions, you may have rights that cannot be waived by this policy.

8.2 Governing Law

This policy is governed by the laws of Finland and any disputes will be resolved accordingly.

8.3 Policy Updates

  • This policy may be updated periodically
  • Changes will be posted on our website
  • Continued use of services constitutes acceptance of updates
  • Significant changes will be communicated via email when possible

9. Frequently Asked Questions

Q: Why don't you offer refunds for digital services?

A: Digital mental health services are consumed immediately upon access. Once you've participated in a group session, accessed educational materials, or joined our community, the value has been delivered and cannot be "returned."

Q: What if I can't attend a scheduled session?

A: Most sessions are recorded or rescheduled when possible. Contact support to discuss alternatives, but refunds are not available for missed sessions.

Q: Can I get a refund if I'm not satisfied with the community?

A: While we don't offer refunds, we encourage you to reach out to support. We may be able to help you find more suitable resources within our platform or provide guidance on getting the most from your membership.

Q: What happens if I have technical problems accessing my purchase?

A: Technical issues preventing access may qualify for platform credits or extended access. Contact support immediately with details about the problem.

Q: How do I cancel my subscription to avoid future charges?

A: You can cancel anytime through your account settings. Cancellation prevents future billing but doesn't refund current subscription periods.

Q: Are there any exceptions to the no-refund policy?

A: Very limited exceptions may apply for billing errors or significant technical failures that prevent service access. Each case is evaluated individually.

10. Understanding Our Policy

10.1 Why This Policy Exists

Mental health services, even peer support, require:

  • Immediate access to help those in need
  • Sustainable funding to maintain quality services
  • Commitment from participants for community effectiveness
  • Protection against abuse of digital service policies

10.2 Our Commitment

While we don't offer refunds, we are committed to:

  • ✅ Providing clear service descriptions before purchase
  • ✅ Offering trial periods when possible
  • ✅ Maintaining high-quality support services
  • ✅ Responding promptly to technical issues
  • ✅ Continuously improving our platform and services
  • ✅ Providing detailed FAQs and support resources

10.3 Making Informed Decisions

Before purchasing, please:

  • Read service descriptions carefully
  • Review community guidelines and expectations
  • Take advantage of free trial periods
  • Contact support with any questions
  • Consider your commitment to the service
  • Understand the digital nature of our offerings

Important Reminders

🚨 Before You Purchase

  • I understand all sales are final
  • I have read the service description
  • I am committed to participating in the community
  • I understand this is peer support, not professional therapy
  • I have reviewed the community guidelines
  • I am comfortable with the no-refund policy

📞 Need Help?

Support Email: sanni.jotlily@gmail.com
Response Time: Within 48 hours

🔗 Related Policies

  • [Terms of Service]
  • [Privacy Policy]

By making a purchase, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.

This policy is effective as of 16.9.2025 and was last updated on 16.9.2025.

Jotlily - Supporting Your Mental Health Journey
Remember: We're here to support you even if we can't offer refunds. Please reach out if you need help getting the most from our services.