Refund Policy

Effective date: August 13, 2026

Ubalist operates on a pay-when-you-earn model. There is no monthly subscription for product-owner accounts. Instead, four distinct kinds of money flow through the Service, and each has its own refund treatment:

Metered SaaS fees charged to product-owner workspaces (voice queries above the free tier, outreach messages above the free tier, catalog overage, Pro API, and similar add-ons).
Escrow balances funded by product owners for campaigns.
Partner payouts settled through PayPal or Stripe Connect.
Commissions accrued against conversions that are later refunded by the destination merchant.

Please read the section that applies to your situation. Refund requests can be submitted at any time to customer.success@ubalist.com.

1. Metered SaaS fees — 7-day Double Guarantee

For metered SaaS charges billed through our payment partner Freemius (who serves as our Merchant of Record), you are protected by our "7-day, 100% No-Risk Double Guarantee." If you are not satisfied with a metered add-on within the first 7 days of the charge, we will refund it, no questions asked.

Refund requests must be submitted within 7 days of the charge date and time, either by emailing customer.success@ubalist.com or through your Freemius customer portal.

This guarantee covers:

Catalog overage fees for products 6 through 20 (USD 2 per product per month) or products 21+ (USD 1 per product per month), and the Catalog+ flat plan (USD 49 per month unlimited).
Voice analytics queries above the 50-per-month free tier (USD 0.50 per query).
Outreach messages above the 500-per-month free tier (USD 0.02 per message).
Premium audience verification (USD 3 per partner).
Custom branded shortlink domains (USD 29 per month per domain).
Conversion ingest above the 100,000-per-month free tier (USD 0.001 per conversion).
Scheduled report deliveries above the 10-per-month free tier (USD 2 per report).
Pro API subscription (USD 49 per month for 100,000 calls per day and 50 webhooks).

After the 7-day window has passed, metered SaaS charges are non-refundable, because the underlying usage has already been consumed and the associated infrastructure cost has been incurred on your behalf.

Price updates to any metered fee will be communicated to you before they take effect, in accordance with the change-control section of our pricing page at https://ubalist.com/pricing.

2. Escrow balances — refundable while unreleased

When you fund a campaign, the money moves from your wallet into an escrow hold. Escrow funds remain refundable to your wallet at any time, so long as they have not yet been released to a partner.

To refund an escrow balance:

Sign in as an Owner or Finance role in your workspace.
Navigate to the campaign in the campaigns list.
Choose "Cancel campaign" or "Withdraw unreleased escrow."
The unreleased escrow amount is returned to your wallet as a ledger entry within one hour.

Once escrow funds have been released to a partner (either by verified content going live, by a signed conversion postback matching the campaign's success criteria, or by a manual release action by a Finance or Owner role), those funds are no longer refundable through this route. See section 4 for what happens if the underlying sale is later refunded.

3. Partner payouts — non-reversible once dispatched

Partner payouts are settled through PayPal or Stripe Connect on the workspace's payout schedule. Once a payout has been dispatched to the provider, it is generally not reversible by us. Any dispute over a payout that has left our system must be resolved directly with the payout provider under the provider's own rules.

Payouts that have not yet been dispatched (status "pending" or "queued") can be paused or cancelled by the workspace's Owner or Finance role from the payouts screen. This removes the payout from the next batch and returns the accruals to the "approved-unpaid" state.

If a workspace has been suspended or closed with a payout still pending, we will attempt to dispatch that payout to the partner unless doing so would violate our acceptable-use rules or applicable law. In that case the amount is held in a segregated account pending resolution.

4. Commission clawback on refunded conversions

Commissions accrue when a conversion is postbacked to us and matched to a partner. If the underlying sale is later refunded by the destination merchant, the associated commission is subject to clawback.

Clawback rules:

If the refund is postbacked within 30 days of the original conversion and the associated commission has not yet been paid to the partner, the commission is deducted from the partner's next scheduled payout as a debit ledger entry.
If the associated commission has already been paid to the partner and no future payout is scheduled within 30 days of the refund, the amount is recorded as a "recovery owed" balance against the partner. Recovery is attempted from subsequent commissions the partner earns.
Refunds postbacked more than 30 days after the original conversion are not subject to automatic clawback. Workspaces may still open a manual dispute through the conversion-disputes workflow for review.

Clawbacks are subject to the fraud-detection engine's rules. Where a workspace has demonstrably fraudulent postbacks, we reserve the right to reverse commissions and, where appropriate, refund the workspace's escrow contributions in full.

5. Price updates

Ubalist may update metered fee rates and payout processor fees periodically. Any changes will be communicated to you before they take effect. Existing escrow balances and existing commission-rule-version bindings are not affected by rate changes — a partner locked to a commission rule version continues under that version's terms until the version-lock window expires.

6. How to request a refund

Submit refund requests to customer.success@ubalist.com with the following information:

Your workspace name and slug.
The invoice number or ledger entry ID (visible in your billing history or wallet ledger).
The reason for the refund request.
Whether you have opened a related dispute with Freemius, PayPal, or Stripe.

We respond to refund requests within three business days. Approved refunds are processed within seven business days from the date of approval. Refunds are returned to the original payment method where possible.

Contact Information

Phone: +62 811 8999 7163

Email: customer.success@ubalist.com

Address: Blok A2 No. 31, Mutiara Taman Palem, Cengkareng, Jakarta Barat 11730, Indonesia

Company: PT Satria Jaya Darmadi