Refund Policy
Last updated: Jun 11, 2025
This Refund Policy explains our policy regarding refunds for Johi Creatives Club subscriptions and other services offered through our platform. Please read this policy carefully before subscribing to our services.
1. Company Information
Service Provider:
Name: Johi Technologies, Unipessoal Lda
Address: R. Nova da Trindade 1, 3 Direito, 1200-443 Lisboa, Portugal
Amsterdam Office: Keizersgracht 555, 2nd Floor, 1017 DB Amsterdam
Contact: support@johi.xyz
2. About Johi Services
Johi operates a mobile payments application and creator community platform that provides:
Johi Creatives Club: Monthly subscription service with curated creator content, networking opportunities, and exclusive community access.
Payments Services: Financial tools and services through our mobile application.
Creator Networking: Professional networking and collaboration opportunities within the creator economy.
Account Management: User accounts with personalized features and preferences.
3. Subscription Terms and Billing
3.1 Monthly Subscription Model
Billing Cycle: Monthly recurring subscriptions charged in advance.
Payment Processing: All payments processed securely through Stripe.
Billing Date: Charges occur monthly on your subscription anniversary date.
Currency: Subscription fees charged in your local currency where available.
Tax Inclusion: Prices may include applicable taxes as required by local regulations.
3.2 Active Subscription Management
Account Access: Manage subscriptions through your Johi account dashboard.
Automatic Renewal: Subscriptions automatically renew unless cancelled.
Payment Updates: Update payment methods through your account settings.
Service Continuation: Access to services continues until the end of paid billing periods.
4. Refund Eligibility and Terms
4.1 Standard Refund Period
7-Day Full Refund: Complete refund available within 7 days of initial subscription purchase.
New Subscribers Only: Refund eligibility applies to first-time Creatives Club subscribers.
One-Time Policy: Each user account is eligible for one refund under this standard policy.
Active Service: Refunds available even if you have accessed Creatives Club content during the 7-day period.
4.2 Extended Refund Circumstances
We provide refunds beyond the standard 7-day period in specific situations:
Service Outages: Extended service unavailability preventing access to Creatives Club features.
Billing Errors: Technical errors resulting in duplicate charges, incorrect amounts, or unauthorized billing.
Service Changes: Significant modifications to Creatives Club offerings that substantially reduce service value.
Account Security: Unauthorized subscription charges due to confirmed account security breaches.
Technical Issues: Platform malfunctions preventing access to subscribed services.
4.3 No Refund Circumstances
Refunds are not provided for:
Standard Cancellation: Cancelling subscription after the 7-day refund period without qualifying circumstances.
Content Dissatisfaction: Subjective dissatisfaction with creator selections or community content.
Underutilization: Not reading Creatives Club emails or participating in community features.
Technical Issues: Problems with your device, internet connection, or email delivery.
Subscription Lapses: Forgetting to cancel before renewal or failing to update payment information.
Service Improvements: Minor updates, feature additions, or enhanced service offerings.
5. Refund Request Process
5.1 How to Request a Refund
To request a refund:
1. Contact Support:
Email support@johi.xyz with "Creatives Club Refund Request" in the subject line
2. Provide Information:
Full name and email address associated with your account.
Subscription start date and billing information.
Detailed reason for your refund request.
Any relevant transaction confirmations or screenshots.
3. Submit Documentation: Include any supporting materials relevant to your refund reason
5.2 Processing Timeline and Communication
Initial Response: Acknowledgment of your refund request within 24 hours
Review Process: Refund requests reviewed and decided within 3-5 business days.
Decision Notification: Email confirmation of refund approval or denial with detailed explanation.
Processing Time: Approved refunds processed within 5-7 business days.
Payment Timeline: Refunds appear in your account within 5-10 business days after processing.
5.3 Refund Method and Amount
Payment Method: Refunds issued to original payment method used for subscription.
Full Amount: Complete subscription fee refunded with no processing fees deducted.
Partial Refunds: Not available - refunds are full monthly subscription amounts only.
Currency: Refunds processed in original transaction currency.
6. Subscription Cancellation vs. Refunds
6.1 Subscription Cancellation Process
Account Dashboard: Cancel subscriptions directly through your Johi account settings.
Support Assistance: Contact our support team for cancellation help if needed.
Immediate Effect: Cancellation prevents future billing but maintains current period access.
Service Access: Continue using Creatives Club until end of current billing period.
No Automatic Refund: Cancellation does not automatically qualify for refunds.
6.2 Effects of Approved Refunds
When a refund is approved and processed:
Immediate Cancellation: Your Creatives Club subscription is automatically cancelled.
Service Termination: Access to Creatives Club features ends immediately.
Account Status: Your Johi account remains active for other services.
Re-subscription: You may re-subscribe to Creatives Club after 30 days.
Record Keeping: Refund history maintained for customer service purposes.
7. Dispute Resolution and Chargebacks
7.1 Pre-Chargeback Communication
Before initiating payment disputes with your bank or credit card company:
Contact First: Reach out to our support team to resolve billing issues.
Quick Resolution: Most billing concerns can be resolved directly with Johi support.
Documentation: We provide transaction records and service confirmations as needed.
Good Faith: We commit to addressing legitimate billing concerns promptly and fairly.
7.2 Chargeback Policy
Last Resort: Chargebacks should only be initiated after attempting direct resolution.
Account Impact: Successful chargebacks may result in account restrictions or service limitations.
Documentation Defense: We provide comprehensive transaction documentation to payment processors.
Relationship Impact: Chargeback disputes may affect eligibility for future services.
8. Special Circumstances and Exceptions
8.1 Technical Service Issues
For platform-wide technical problems affecting Creatives Club access:
Service Credits: Extended outages may result in account credits rather than refunds.
Proportional Adjustments: Compensation based on duration and impact of service disruption.
Communication: Proactive notification of significant service issues and resolution plans.
Make-Good: Additional content or extended access to compensate for service interruptions.
8.2 Service Modifications and Updates
When we make changes to Creatives Club services:
Advance Notice: Significant changes communicated 30 days before implementation.
Value Impact: Changes that substantially reduce service value may qualify subscribers for refunds.
Grandfathering: Existing subscribers may be offered continued access to original terms.
Transition Support: Assistance provided for subscribers affected by service changes.
9. Regional Consumer Rights
9.1 European Union Rights
EU residents have additional protections under consumer law:
Cooling-Off Period: EU distance selling regulations may provide additional cancellation rights.
Consumer Protection: Enhanced protections for unfair terms or misleading services.
Local Remedies: Rights under national consumer protection laws in your EU country.
Regulatory Compliance: Our policies comply with applicable EU consumer directives.
9.2 Portuguese Consumer Rights
As a Portuguese-based service provider:
Local Law Compliance: Full compliance with Portuguese consumer protection regulations.
Language Rights: Support available in Portuguese for Portuguese residents
Local Dispute Resolution: Access to Portuguese consumer dispute resolution mechanisms.
Regulatory Oversight: Subject to Portuguese consumer protection authority oversight.
10. Communication and Record Keeping
10.1 Refund Communications
All refund-related communications include:
Clear Status Updates: Regular updates on refund request processing status.
Reference Numbers: Unique reference numbers for tracking and follow-up.
Detailed Explanations: Clear reasoning for refund decisions and next steps.
Contact Information: Direct contact for questions or additional support.
10.2 Documentation and Records
We maintain comprehensive records of:
Refund Requests: All refund requests with supporting documentation.
Processing History: Timeline and decisions for each refund case.
Communication Logs: All customer interactions related to refund requests.
Compliance Records: Documentation required for financial and tax compliance.
11. Contact Information
For refund requests or questions about this policy:
Refund Support:
Email: support@johi.xyz
Subject: "Creatives Club Refund Request" or "Refund Policy Question"
Address: R. Nova da Trindade 1, 3 Direito, 1200-443 Lisboa, Portugal
Amsterdam Office: Keizersgracht 555, 2nd Floor, 1017 DB Amsterdam
Response Commitments:
Initial response: Within 24 hours
Refund decision: Within 3-5 business days
Processing completion: Within 5-7 business days
Payment appearance: 5-10 business days after processing
12. Policy Updates and Changes
We reserve the right to modify this Refund Policy:
Website Updates: Changes posted immediately on our website with updated date.
Subscriber Notification: Email notification to active subscribers for material changes.
Effective Date: New terms apply to subscriptions initiated after the change date.
Existing Subscribers: Existing subscriptions governed by terms in effect at subscription time.
13. Legal Framework
This Refund Policy operates under:
Portuguese Law: Governed by Portuguese commercial and consumer protection law.
EU Regulations: Compliance with applicable EU consumer protection directives.
Payment Processor Terms: Subject to Stripe's terms and dispute resolution procedures.
Platform Integration: Operates in conjunction with our Terms of Use and Privacy Policy.
Important Note: This refund policy reflects our commitment to fair treatment of Creatives Club subscribers while maintaining sustainable business operations. We encourage users to carefully review Creatives Club features and benefits before subscribing to ensure the service meets their needs and expectations.
By making an early bird contribution, you acknowledge that you have read, understood, and agree to this Refund Policy.