Refund Policy

Last updated: May 17, 2026 · FANARI OÜ (registration code 16648170)

1. Default Position

By default, BalticLeads operates on a no-refund basis for completed subscription billing periods. This is industry-standard for B2B SaaS and is necessary because:

• You receive immediate, full access to the service from the moment of payment
• Email credits are usable from day one (consumable digital goods)
• Server capacity, data refresh cycles, and deliverability infrastructure are pre-allocated
• Refund processing creates accounting overhead disproportionate to subscription value

2. When Refunds ARE Issued

2.1 Service Unavailability (Mandatory)

If the platform is unavailable for more than 72 consecutive hours within a billing period due to fault attributable to us (excluding planned maintenance announced in advance, force majeure, third-party provider outages like Stripe or Google), we will issue a pro-rata credit for the affected period on request.

2.2 Billing Error (Mandatory)

If we charge you incorrectly (e.g. double-charge, wrong plan amount, charging after cancellation took effect), we refund the incorrect amount in full within 5 business days of confirmation.

2.3 First-Time Customer Goodwill (Discretionary)

If you signed up to a paid plan within the last 14 days, this is your first BalticLeads subscription, and you've sent fewer than 50 emails, we may refund your first month at our discretion if you contact info@balticleads.ee explaining why the service didn't fit. This is a goodwill courtesy, not an entitlement — repeated abuse (e.g. signing up, sending 49 emails, refund-claiming, repeating with new account) results in permanent account bans.

2.4 Early Cancellation (with Fee)

All paid plans contracted for 12 months minimum. If you cancel before the minimum period ends, an early termination fee equal to 2 months of your current plan price is invoiced. This fee compensates for service-acquisition costs allocated against the 12-month commitment. Paid amounts up to cancellation are NOT refunded; the early termination fee is invoiced ADDITIONALLY.

3. Refund Process

3.1 How to Request

1. Email info@balticleads.ee with subject "Refund request" and your account email
2. Describe the reason (service issue / billing error / first-time goodwill request)
3. Reference any relevant order ID, invoice number, or date of charge
4. We respond within 2 business days with a decision

3.2 What Happens After Approval

1. Stripe refund issued to your original payment method (card, SEPA, etc.) within 24 hours of approval. Funds typically arrive on your account within 5-10 business days depending on your bank.
2. Credit Note (Kreditarve) automatically generated in Stripe and emailed to you as PDF. This is a legal accounting document required for EU B2B bookkeeping. You'll receive it from support@balticleads.ee with subject "Refund processed — €XX.XX".
3. Subscription handling:
   • Full refund: subscription auto-cancelled, plan downgrades to Free, sending stops
   • Partial refund: subscription continues unchanged on the current plan
4. The refund appears in your account's Tariffs section with status "REFUNDED" or "PARTIAL REFUND" within 1 hour of Stripe processing.

3.3 Refund Documentation You Receive

• Email confirmation from support@balticleads.ee with refund amount, currency, original invoice number, and link to Credit Note PDF
• Stripe Credit Note PDF (kreditarve) accessible via the email link or in your Tariffs section → Invoices & Receipts list
• Stripe transaction receipt showing the refund (may be sent separately by Stripe if "Send receipts" is enabled in their settings)

4. What Cannot Be Refunded

• Used email credits — once an email is sent through the platform, the credit is consumed and not refundable. This applies even if the recipient doesn't open / reply.
• Already-completed billing periods after the 14-day first-time goodwill window has passed
• Extra credit purchases (top-ups) after credits have been used. Unused top-up credits are refundable on request for 30 days from purchase.
• One-off Excel exports (€199 per file on Professional plan) — once the file is generated and downloaded, the work is delivered and the fee is non-refundable
• Early termination fee itself (the fee being WAIVED IS the relief, not refundable)

5. Chargebacks & Disputes

If you have a billing concern, please contact us FIRST at info@balticleads.ee before filing a chargeback with your bank or card issuer. Chargebacks incur fees (€15-25 from Stripe per dispute regardless of outcome) that we will deduct from any refund issued. Repeated chargebacks without prior contact result in permanent account ban and reporting to fraud-prevention services.

6. Right to Lodge Complaint

If you believe we've handled your refund request unfairly, you can:

• Escalate to founders at info@balticleads.ee (subject: "Refund escalation")
• For EU B2B contract disputes, contact the Estonian Consumer Disputes Committee (komisjon.ee) — note: their jurisdiction primarily covers B2C but may mediate small B2B disputes
• Submit an EU Online Dispute Resolution complaint via the EU ODR Platform
• For data-related concerns about how we handle your refund: Estonian Data Protection Inspectorate (aki.ee)

7. Contact

Refund requests & questions: info@balticleads.ee (response within 2 business days).

Related: Terms of Service (Sections 4 + 5 cover billing & cancellation) · Privacy Policy · Cookie Policy · Imprint