Refunds, when handled fairly, can enhance subscriber trust and long-term retention. Understanding your subscribers' concerns and offering flexibility when appropriate helps build strong relationships and encourages continued engagement.
When a subscriber purchases premium access—whether to content, features, or digital services—there may be situations where a refund needs to be considered. Cleeng has developed a refund policy that aligns with industry standards, factoring in service availability, content access, and technical performance. Details on refund eligibility can be found in Cleeng’s Terms and Conditions. For further inquiries, please contact our support team.
To provide perspective, digital services typically experience a refund rate of around 1% of total sales. However, refund rates vary by industry, with some digital subscription sectors experiencing rates between 1% and 10% or more as part of standard business operations.
Eligible Refund Reasons
A refund may be granted in the following technical scenarios:
- Service of unavailability: The purchased digital content, course, subscription, or premium feature was not delivered due to platform/provider failure.
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Severe service disruptions: When a significant portion (e.g., more than 50%-80% of the expected experience) is impacted by technical failures:
- No access to the paid content or service,
- Poor functionality (e.g. broken features, major app crashes),
- Persistent issues with loading, lagging, or system errors.
- Missing or unavailable digital content: When a purchased or subscribed digital asset (e.g. session, article, premium content) was not provided as advertised or is missing from the platform.
Ineligible refund reasons
Refunds may be denied in the following cases:
- Accidental Purchase: If a subscriber voluntarily purchases a subscription, service, or feature and later claims it was a mistake.
- Personal Reasons: Refunds cannot be granted for changes of mind, unforeseen circumstances, or personal preferences that do not impact service functionality.
- Dissatisfaction with the Content, Service, or Feature: Refunds will not be issued based solely on subjective dissatisfaction if the content, service, or feature is functioning as intended.
- Failure to Cancel Before Renewal: Subscribers are responsible for managing their subscriptions and ensuring cancellations are made before the next billing cycle. Refunds will not be granted for failure to do so.
Where to find refund requests
If you're using Hi5, you will have the ability to have the final say on which refunds are approved or denied. When a refund request is submitted to the Cleeng Customer Success team, they will perform their due diligence and if the outcome may require a refund, it will be submitted directly into your dashboard. Use this FAQ to learn more.