Refund Policy
Our policy on refunds for subscription payments, digital product purchases, and physical goods.
Last updated: October 8, 2026
1. General policy
Subscriptions on Patagram are billed in advance on a recurring basis. Generally, subscription payments are non-refundable because you receive immediate access to subscriber-only content upon payment. Follower, Subscription and Subscriber have the meaning given in section 1 of the Terms of Service. Products are sold by the Creator rather than by Patagram and are covered separately below: digital products in Section 7, physical goods in Section 8. The two differ in one way that matters: the 14-day right of withdrawal can be waived for an immediate download and cannot be waived for goods.
2. Who can refund you
It depends on who billed you, and the difference is not cosmetic.
Patagram Pro is billed by us. We refund it directly, under the rules in Section 10, including where a documented platform failure stopped you using what you paid for.
Everything a Creator sells (subscriptions, digital products and physical goods) is billed on that Creator’s own Mollie account. We never hold that money, and we hold no authority to move it: we deliberately do not ask Creators for permission to issue refunds on their behalf. A refund of a Creator’s charge can therefore only come from the Creator.
What we will do. Contact us at support@patagram.app and we will pass your request on and follow it up, require the Creator to deal with you, and act against their account under our community guidelines if they do not. Where a fault on our side prevented access, or a duplicate charge came from a system error, we will say so to the Creator in support of your request.
3. Requesting a refund
To request a refund: (a) Contact us at support@patagram.app within 14 days of the charge; (b) Include your account email and transaction details; (c) Explain the reason for your refund request; (d) Allow up to 5 business days for review.
4. Refund method
Approved refunds will be credited to your original payment method. Processing time depends on your payment provider and may take 5-10 business days to appear in your account.
5. Subscription cancellation
Cancelling a subscription does not automatically trigger a refund. When you cancel: (a) You retain access until the end of your current billing period; (b) No future charges will be made; (c) Partial period refunds are not provided; (d) If you subscribe again to the same Creator before that period ends, the new subscription starts a new paid period straight away and replaces the one you cancelled: the days left on the cancelled subscription end at that moment and are not refunded, and you keep the tier you subscribe to now, even if the cancelled one was higher.
6. If a creator you subscribe to is removed
If a Creator you subscribe to is banned or has a page removed for violating our community guidelines, you will be notified. When this happens: (a) Your subscription ends and will not renew; (b) You keep access to the Creator’s content until the end of the period you have already paid for; (c) Because the Creator is the merchant of record for your subscription (payments are processed on their own Mollie account: see the Creator Agreement), refunds for the affected period are sought from the Creator, not from Patagram. See Section 2 for what we will do to help. Contact us at support@patagram.app.
7. Digital product purchases
Digital products are sold by the Creator, not by Patagram. The Creator is the seller and merchant of record: the payment is taken on their own connected Mollie account, Patagram never holds the money, and the Creator is the only party who can issue a refund.
EU 14-day cooling-off: Under EU Directive 2011/83/EU you normally have 14 days to withdraw from a distance contract. For digital content delivered immediately, that right is lost only if you expressly consent to immediate delivery and acknowledge that you lose it, which is what the checkbox at checkout does. Patagram records that acknowledgement, with its date and time, on the Creator’s behalf and keeps it as their evidence. If you were not asked for that consent, you may withdraw within 14 days of purchase.
Asking for a refund: Contact the Creator first, from their page. If you cannot reach them, or the matter is unresolved, contact us at support@patagram.app and we will pass it on and follow up. We can require a Creator to deal with you and we can act against their account under our community guidelines, but we cannot take money back out of their account: we deliberately do not hold permission to issue refunds on a Creator’s behalf.
Download limit: Access to a product you have bought does not expire, but each purchase allows up to 25 downloads in total, counted across every file in that product. A download is counted the moment a download link is issued, even if the transfer never finishes. If you run out and still need the files, contact the Creator.
If the Creator leaves: Products you have already paid for stay downloadable if the Creator takes them off sale, closes their shop, or is removed from the Platform.
Chargebacks: Reversing a product payment with your bank withdraws your access to the files.
10. Pro tier refunds (creator subscriptions)
Patagram Pro is a creator-side subscription billed by us to creators in exchange for 0% platform fee benefits. Specific refund rules apply:
EU 14-day cooling-off: Under EU Directive 2011/83/EU, consumers have a 14-day right to withdraw from distance contracts on digital services. At checkout, Pro creators must explicitly waive this right to start using Pro immediately (the consent checkbox at signup). If consent was NOT given (or if no Pro benefits have been used yet), a refund is available on request within 14 days of subscription start.
Service failure: If a documented platform outage prevents you from accessing Pro benefits for 24+ hours, we will refund the affected period (prorated). Reviewed case-by-case at support@patagram.app.
Mid-period cancellation: No prorated refunds. Pro benefits continue until the end of your current billing period; the subscription does not renew. Subscribing to Pro again for the same creator page before that period ends starts a new paid period straight away and replaces the cancelled subscription, whose remaining days are not refunded.
Termination for ToS violation: No refund issued.
Monthly overage charges: Storage and bandwidth overage is billed automatically at the end of each billing period as a separate one-off charge against your saved payment method. Overage charges are capped at €100/month: the platform absorbs any overage above this amount. Overage charges are non-refundable (they reflect actual usage that has already occurred). If an overage charge fails, the platform absorbs the cost and your Pro benefits are not interrupted.
11. Creator content disputes
If you’re unsatisfied with a Creator’s content, we encourage you to first communicate with the Creator. If unresolved, contact us and we will mediate. Refunds for content quality disputes are granted at our discretion.
12. Chargebacks
If you dispute a payment with your bank (a chargeback), what that payment paid for ends as soon as the payment is reversed: your access to a product ends, and a subscription ends at once and is not charged again. The order stays in your library, marked as withdrawn. You are told in the app and by email. Filing a chargeback without first contacting us may result in account suspension: please contact the Creator, or us at support@patagram.app, to resolve a payment problem first. If the chargeback is later reversed in the Creator’s favour, contact us: we will restore your access to a product, and you can subscribe again at any time.
13. Contact Us
For refund requests or payment questions, contact: support@patagram.app