1. Overview and Scope
This Refund and Fulfillment Policy explains how digital goods and services are delivered and under what conditions refunds are issued by SayBuff ("we", "us"). Our online payments and checkout transactions are processed by authorized Merchant of Record (MoR) partners (including Waffo Pancake and Creem) for compliant checkout, tax calculation, and invoicing.
2. Digital Fulfillment Policy
SayBuff provides digital software-as-a-service (SaaS) and AI-powered career preparation tools. We do not manufacture or ship physical products.
- Instant Delivery: All credit top-ups and digital features are fulfilled electronically and immediately upon confirmed payment through our authorized payment processors. There are no shipping fees or waiting periods.
- Access and Delivery Method: Purchased credits are deposited directly into your logged-in account balance and are immediately available for mock interviews, ATS resume audits, and export features.
- Confirmation: A digital payment receipt and transaction summary will be emailed to your billing email address by the authorized payment processor right after checkout.
- Fulfillment Troubleshooting: In the rare event that credits do not reflect in your account within 5 minutes of a successful charge, please refresh your dashboard or log out and back in. If the issue persists, contact our support team at [email protected] with your checkout email and transaction ID for prompt manual credit or investigation.
3. One-Time Purchase and Cancellation Policy
SayBuff operates on an on-demand, one-time credit top-up model.
- No Recurring Subscriptions: All package purchases on SayBuff are one-time transactions. We do not offer auto-renewing subscriptions, periodic recurring charges, or hidden maintenance fees.
- No Cancellation Required: Because we do not charge recurring subscriptions, you do not need to submit cancellation requests to prevent future charges. Your credit card will never be billed automatically after checkout.
- No Expiration: Purchased credits and promotional welcome credits remain in your account and do not expire, allowing you to use them at whatever pace fits your job search timeline.
4. Refund Eligibility and Conditions
Due to the real-time computational cost of generative AI and bespoke digital content delivery, services and computational tokens are deemed fully consumed once generation has commenced. However, we strive to be fair and provide refunds under specific qualifying circumstances.
- Duplicate or Accidental Double Charges: If an accidental duplicate transaction occurs due to network latency or checkout gateway errors, we will issue a full refund for the duplicate transaction upon verification.
- Unresolved Delivery Failure: If payment succeeds but purchased credits are not delivered to your account and our support team is unable to rectify the issue within 24 hours of notification, you are entitled to a full refund.
- Unused Top-Up Packages: If you purchased a credit package by mistake and have consumed zero credits from that purchase, you may request a full refund within 7 days of the transaction date.
- Non-Refundable Circumstances: Credits that have already been expended on completed AI mock interviews, resume rewrite generations, or ATS audits are non-refundable. Registration bonuses and free promotional credits hold no cash value and cannot be redeemed for refunds.
- Clawback of Promotional Benefits: When a refund is approved, the platform will proportionally deduct the corresponding credits from your account, revoke any associated promotional bonuses, and invalidate any referral discount coupons generated by that order.
5. How to Request a Refund and Support SLA
We are committed to providing transparent customer service and resolving billing inquiries promptly.
- Submitting a Request: To initiate a refund or billing inquiry, send an email to [email protected] from the email address associated with your SayBuff account. Please include your registered account email, date of purchase, Checkout or Transaction ID, and a brief description of the issue.
- Response Time SLA: Our support team reviews all refund and billing inquiries within 24 to 48 business hours, and guarantees an initial response within 3 business days.
- Processing and Settlement Time: Once your refund is approved, we submit the reversal to our payment processor. Funds are credited back to your original payment method (such as credit card, debit card, or Apple Pay) within 3 to 5 business days, depending on your card issuer or bank processing times.
- Dispute and Chargeback Prevention: If you notice an unfamiliar charge or have questions about a payment, please contact our support team at [email protected] first before filing a dispute or chargeback with your financial institution. We are always eager to assist and resolve issues amicably and swiftly.