Refund and Cancellation Policy

Effective 19 August 2026. Last updated 19 August 2026.

Backline is a monthly subscription with no lock in. You can cancel whenever you like and keep the time you have already paid for.

1. Cancelling

Cancel from the Billing tab of your dashboard, or by emailing naijcoded@gmail.com from the address on the account. Cancellation stops the next renewal. It does not cut your access short: the assistant keeps working until the end of the period you have paid for, and after that it stops answering and the widget offers a person instead.

Export your leads before the period ends. Data retention after an account closes is set out in the Privacy Policy.

2. The 14 day first payment refund

If you are on your first paid month and it is not working for you, email us within 14 days of that first payment and we will refund it in full, no reason needed. This applies once per customer, to the first payment on a new subscription. Upgrades and later renewals are covered by section 3 instead.

3. Renewals and part months

Renewal payments are not refundable on a pro rata basis. Once a month has started, that month is payable, because the coverage and capacity for it are already reserved. If you cancel on day 3 of a month you keep the remaining 27 days and are not charged again.

We do not charge a cancellation fee, and we do not require notice.

4. When we refund outside those rules

We refund, in full or in part, without argument, where:

• you were charged twice for the same period, or charged after cancelling;
• the service was materially unavailable for a prolonged period within a month and we could not restore it;
• a payment was taken by mistake or fraud on your account;
• a price rise was applied to you without the notice our Terms of Service require.

Tell us what happened and we will look at the logs. If we got it wrong we will say so and put it right.

5. When we do not refund

• Months already used, beyond the 14 day window in section 2.
• Dissatisfaction with an answer the assistant gave, where the service itself was working. An AI assistant can be wrong, which the Terms explain, and you control its knowledge base.
• Accounts terminated for a serious breach of the Terms, such as unlawful use.
• Amounts already paid over to tax authorities, where the law prevents recovery.

6. How a refund reaches you

Card payments are processed by Polar Software Inc. as merchant of record, so an approved refund is issued through Polar back to the card or account you paid from. It normally appears within 5 to 10 business days, depending on your bank. We do not hold your card details and cannot refund to a different card.

Payments made in USDC on the Base network are settled on chain and are not reversible. Where a refund is due on one of those, we send the amount back to the wallet that paid, and network fees are deducted from the refunded amount.

7. Failed payments

If a renewal fails we retry and email you. Access continues until the end of the period you already paid for. If payment is still outstanding after that, the assistant stops answering and your data is retained on the schedule in the Privacy Policy, so you can pay and resume without losing anything.

8. Disputes

Please email us before opening a card dispute. Almost everything is faster to fix directly, and a chargeback on a merchant of record transaction takes weeks and freezes the account while it runs. If we cannot agree, you keep every right you have under the law that applies to you, and you may raise the payment itself with Polar.

9. Contact

[[FILL: legal entity name]]
Email: naijcoded@gmail.com
We reply to refund requests within 3 business days.