Cancellation & Refund Policy

Last updated on 24-04-2024 12:50:17

Superr Global LLC believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:

• Superr offers a 7-day free trial for new users to experience the full functionality of the app. No payment information is collected during the free trial period. After the 7-day trial, you can choose to purchase a subscription or a one-time plan to continue using the app.

Except for cases meeting the refund eligibility criteria, purchases of subscriptions and one-time plans are non-refundable and non-cancellable once the free trial period ends.

The following purchases are not eligible for return:

• The purchase has exceeded 30 days from the initial payment date.
• User's product expectations aren't met. Superr Global LLC encourages users to read the product description and try the free trial version before making the final purchase decision.
• An unauthorized payment was made due to credit card fraud or other reasons. Superr Global LLC recommends you contact your card issuer if there is any suspicion of fraud or unauthorized payment. As Superr Global LLC cooperates with an independent payment platform, it's impossible to monitor authorization during payment.
• Superr price differences between different regions and promotional offers.
• A 'change of mind' after purchase.
• A refund request for the renewal order with personal reasons like "I don't know it was renewed" or "I don't need it anymore". The auto subscription can be canceled at anytime before the deduction time.
• A refund request due to technical issue, with the customer refusing to cooperate with the Superr Support Team in attempts at troubleshooting by declining to provide detailed descriptions and information regarding the problem, or refusing to try to apply the solutions provided by the Superr Support Team.

However, Superr Global LLC welcomes users to submit a refund application in any of the following situations.

• Software purchased has terminal technical problems, and no solution has been provided within 15 days. Superr will refund the purchase price if you don't want to wait for a future upgrade.
• Purchase of a wrong plan, but user then has placed the correct plan from Superr.

How do I request refund?

Send us a mail to support@superr.ae or a message to our team by tapping on the chat button on this page or within the app.

Please have the following information ready:

• Name and phone number you have registered with
• Date of purchase
• Order ID (Found in the invoice sent to your mail and in the app)

What happens when I request a refund?

Once you make a request, our customer support specialist needs to check if all the provided information is correct and the request meets the criteria of the refund policy. Once the information is confirmed and a refund is initiated, funds will be credited to your account within 5-7 business days. Your subscription will then be cancelled accordingly. If you request a refund for an initial purchase and the subscription is currently active, then the subscription will be cancelled and instantly turn to the expired state. Same works for the automatic renewal payment unless a refund request is made for a subscription period that has not yet begun (i.e. within the automatic billing period approximately 2 weeks before your current subscription period ends). In that case, subsequent subscription period will not start, but your current subscription will continue to provide you with full protection until the expiration date.

Please note that once a refund is issued, the corresponding license will be deactivated, and it is required to uninstall the app from your devices.

How can I cancel my subscription?

If you purchased the subscription via payment links sent to you on e-mail, Whatsapp or SMS, you can cancel your subscription through the Superr parents app. To cancel:

• Open the Superr app
• Go to Settings
• Tap on Subscription
• Tap on Current Plan and choose Cancel Subscription
• Follow the steps to confirm cancellation

You can also cancel your subscription by contacting support@superr.ae.

For Order Purchased via Google Play:

• On your Android phone or tablet, open the Google Play Store.
• Log into the Google Account you used to make the purchase.
• Tap Menu and then Subscriptions.
• Select the subscription you want to cancel.
• Tap Cancel subscription.
• Follow the instructions.

For Order Purchased via App Store:

We have provided the steps to cancel the subscription on your iOS devices here. If you would like to learn about other methods, please refer to the below link: https://support.apple.com/en-us/HT202039.

• Open the Settings app on your iPhone/iPad.
• Tap your name, then tap Subscriptions.
• Tap the subscription that you want to manage.
• Choose a different subscription option or tap Cancel Subscription. If you don't see Cancel Subscription, the subscription is already canceled and won't renew.

We reserve the right to modify this refund and cancellation policy at any time. Material changes will be communicated via email or in-app notification.
Please contact our support team at support@superr.ae if you have any questions about subscriptions, one-time plans, cancellations, or refunds. We are happy to assist you.