Who processes refunds
Subscriptions are sold by Creem, who act as the merchant of record. All refunds are processed by Creem, not by us. We decide whether a refund is due under this policy; Creem carries it out.
To request one, email customers@sks-exotics.com with the email address on the account. You do not need an order number.
Cancelling
You can cancel at any time. There is no minimum term, no cancellation fee, and you do not have to give a reason.
Cancelling stops any future charge. You keep access to the paid plan until the end of the period you have already paid for.
Your records are never deleted because you cancelled. Everything you have logged stays in your account and stays exportable. You return to the free plan's limits — 5 animals and 3 pairings — meaning you cannot add more beyond those numbers, not that anything is taken away.
Refunds
Within 14 days of your first payment
Full refund, no questions asked. If SKS Exotics is not what you expected, tell us within 14 days of your first payment and we will refund it in full.
Renewals you did not intend
Subscriptions renew automatically, and we know a renewal can catch someone out. If you contact us within 14 days of a renewal charge and have not meaningfully used the paid features since it, we will refund it.
If the service is broken
If the service is substantially unavailable or not working as described for an extended period, tell us. We will refund a fair proportion of the period affected, or all of it if the problem made the service unusable.
If we suspend or close your account
If we close your account for a reason that is not your fault, we refund the unused part of your current period.
If we suspend an account for breaking our Terms of Service, refunds are at our discretion.
Outside those cases
Beyond the windows above we do not normally refund part-used periods, because you had access to the service for that time. Ask anyway if your circumstances are unusual — we would rather hear from you than have you file a chargeback.
Your rights under the law
Nothing in this policy limits rights you have under the consumer law that applies to you, including — for South African consumers — the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
If the law where you live gives you a stronger right than this policy, the law wins.
How long a refund takes
Once approved, Creem processes the refund to your original payment method. Banks typically take 5 to 10 working days to show it. Creem may contact you directly to complete it.
Please talk to us before a chargeback
If something has gone wrong, email customers@sks-exotics.com first. A chargeback costs us a fee on top of the refunded amount and can take months to resolve, and in almost every case we would simply have refunded you.
We aim to reply within 2 working days.
Contact
customers@sks-exotics.com