Legal

Refund policy

Last updated: 30 September 2026

This policy explains how refunds work for payments made to Folks Logic (“VOVO”, “we”, “us”) for the VOVO platform. It should be read with our Terms & conditions.

1. What this policy covers

This policy covers payments a business makes to us:

  • Subscription plans
  • Add-ons
  • Prepaid WhatsApp credit

It does not cover payments customers make to a business for an appointment. Those payments go directly to the business's own payment account, and refunds for them are decided by that business under its own cancellation policy (see section 6).

2. Subscription plans

  • Plans are paid in advance for the period shown when you subscribe.
  • You can cancel at any time. Your plan stays active until the end of the period you have paid for and is not renewed.
  • We do not refund the unused part of a period you have already started, except as set out in section 5.

3. Add-ons

Add-ons are paid for in the same way as plans. Requests that have not yet been granted, and waitlist places, can be withdrawn from your account at no cost. To end an add-on that is already active, contact us; we review each request under section 5.

4. WhatsApp credit

  • WhatsApp credit is prepaid and does not expire.
  • Credit already spent on messages that were sent is not refundable.
  • If you close your VOVO account, you can ask us to refund your unused credit balance.

5. When we refund

We will refund in full, or in proportion to the affected period, where:

  • you were charged twice for the same thing, or charged the wrong amount;
  • you were charged after cancelling; or
  • VOVO was unavailable for a significant part of your paid period because of a fault on our side.

We consider other requests case by case.

6. Appointments booked with a business

When a customer pays for an appointment, the money goes straight to the business's own payment account; VOVO never holds it. Whether a cancelled or missed appointment is refunded, and whether a cancellation fee applies, is set by the business in its own policy. VOVO applies that policy consistently, but the decision and the refund belong to the business. Customers should contact the business directly.

7. How to request a refund

Email support@folkslogic.com within 30 days of the charge, with:

  • your business name and the email you sign in with;
  • the payment reference or date of the charge; and
  • the reason for the request.

8. How refunds are paid

Approved refunds are made to the original payment method, normally within 5–7 business days of approval. Your bank or card issuer may take longer to show the amount in your account.

9. Changes to this policy

We may update this policy from time to time. The “Last updated” date above changes when we do. Changes do not affect payments made before the update.