Last Updated: September 28, 2026
This Refund and Cancellation Policy (the “Policy”) explains the cancellation, refund, and account-handling rules applicable to virtual memberships, subscriptions, points, Credits, and other paid digital services purchased from UPTOOK PTE. LTD., a company incorporated in Singapore with Unique Entity Number (UEN) 202310756H (“Uptook,” “we,” “us,” or “our”).
Purchased digital entitlements are treated as made available when they have been successfully credited to your account. Except as expressly provided in this Policy, the applicable purchase terms, or applicable law, purchases that have been correctly credited are non-refundable.
Crediting an entitlement to an account does not, by itself, establish that an ongoing service has been fully performed or that any statutory cancellation or withdrawal right has ended.
1. Scope
This Policy applies to subscription fees, purchases of points or Credits, and other digital service fees collected directly by Uptook through its website, applications, and related online services (collectively, the “Platform”).
Purchases made through the Apple App Store, Google Play, or another third-party platform are collected and administered by that platform. Cancellation and refund requests for those purchases are handled under the platform’s procedures and applicable law. Nothing in this Policy excludes any obligation that applicable law places on Uptook.
If an enterprise customer has a signed order form, master services agreement, or other written agreement with Uptook containing different cancellation or refund terms, that agreement controls to the extent of any conflict, subject to mandatory law.
This Policy should be read together with our Terms of Service and any transaction-specific terms displayed at checkout.
2. Subscription Cancellation and Automatic Renewal
If your subscription is identified as automatically renewing at checkout, it will renew unless cancelled before the next renewal date, subject to applicable law and the terms disclosed at purchase.
You may turn off automatic renewal through your account’s subscription or billing settings. If that option is unavailable, email service@uptook.io to request cancellation and provide enough information for us to identify your subscription.
For subscriptions billed directly by Uptook, we will honour a clear cancellation request received before the applicable renewal date. If a renewal charge is processed despite a valid, timely cancellation, we will investigate and correct the charge.
Cancellation generally prevents future renewal charges but does not refund fees already paid for the current billing period. Unless otherwise stated or required by law, you may continue using the purchased services until that period ends.
Deleting an application, ceasing to use the Platform, or closing your account does not itself cancel a subscription unless expressly confirmed through the relevant cancellation process. Subscriptions purchased through a third-party app store must be cancelled through that store.
3. Virtual Memberships, Points, and Credits
Virtual memberships, subscriptions, seats, points, and Credits are digital entitlements.
An entitlement is treated as credited when payment succeeds and the relevant membership period, features, seats, points, or Credits become available in the designated account.
Subject to Sections 5, 6, and 9 and any applicable purchase terms, correctly credited purchases are non-refundable regardless of whether you have logged in, used the relevant features, or spent the points or Credits.
Before paying, please verify the account, plan, subscription period, quantity, currency, and amount.
We do not ordinarily provide discretionary refunds for:
· Selecting the wrong account or plan;
· Placing separate valid orders by mistake;
· Changing your mind;
· Leaving purchased entitlements unused;
· Changes in your business needs; or
· Failing to cancel a validly authorised renewal in time.
These exclusions do not apply where a refund or other remedy is required by law, where a purchase resulted from an error attributable to Uptook, or where an express purchase commitment provides otherwise.
4. Automatic Renewal Charges
When an authorised automatic renewal is successfully charged and the renewed entitlements are credited to your account, the charge is generally non-refundable for that billing period, subject to applicable law and this Policy.
Forgetting to cancel, not using the account, or misunderstanding a clearly disclosed renewal date does not, by itself, create a discretionary right to a refund.
We will provide renewal, pricing, and cancellation disclosures and notices required by applicable law. An unauthorised charge, an incorrect charge, or a charge made after a valid cancellation will be reviewed under Section 5.
You may stop future renewals as described in Section 2. Unless otherwise required by law, cancellation takes effect at the end of the current paid billing period.
5. Duplicate Charges, Incorrect Charges, and Unauthorised Transactions
Please contact service@uptook.io promptly if:
· The same order is charged more than once;
· The amount charged differs from the amount confirmed at checkout;
· A charge is processed after a valid cancellation; or
· You reasonably believe a transaction was unauthorised.
To help us investigate, we ask that you report the issue within 30 calendar days after discovering it and include the order number, charge date, amount, and relevant payment evidence. This requested reporting period does not shorten any statutory claim period or payment-provider dispute right.
After verification, we will refund or otherwise correct any amount charged in error.
For suspected unauthorised transactions, we may request proportionate account or payment verification and recommend security measures. Please do not send passwords, full payment card numbers, or card security codes by email.
Contacting Uptook does not affect your right to report an unauthorised transaction to your bank or payment provider.
6. Service Failures and Discontinuation
If a core paid feature is unavailable for more than 24 consecutive hours due to a technical issue within Uptook’s control, and we have not restored the feature or provided a reasonable alternative within five business days after receiving sufficient information to investigate, you may request a remedy under this Section.
Please submit the request within 30 calendar days after the incident where reasonably possible. This period does not limit remedies or claim periods required by law.
After verification, we may restore the service, provide service Credits, or extend the subscription period according to the scope and duration of the impact. A cash refund will be provided where required by applicable law or an applicable written service commitment.
The additional remedy described above does not ordinarily cover planned maintenance, test or free features, third-party network or service interruptions, force majeure events, user device or configuration issues, or restrictions resulting from a valid suspension under the Terms of Service. These exclusions do not override mandatory legal rights.
If Uptook permanently discontinues a prepaid core service, we will provide appropriate notice where practicable and assess the unused prepaid entitlement. Where appropriate, we may offer a substantially equivalent replacement or another suitable remedy.
You are not required to accept service Credits, a replacement, or a subscription extension instead of a refund to which you are legally entitled.
7. Non-Refundable Purchases and Charges
Except where this Policy, applicable purchase terms, or applicable law provide otherwise, the following are non-refundable:
· Correctly credited virtual memberships, subscriptions, seats, points, and Credits, whether used or unused;
· Used Credits and charges for completed searches, verification, contact unlocking, exports, or AI processing;
· Charges for emails, text messages, WhatsApp messages, or other third-party communications already sent;
· Correctly credited Credit packs, top-up packs, promotional packs, and discounted purchases;
· Requests based solely on failure to achieve an expected level of sales, responses, delivery, or another business outcome;
· Requests based solely on subsequent changes to data, updates to public sources, or incomplete individual records, unless an Uptook service commitment or applicable law provides otherwise; and
· Foreign-exchange, cross-border, banking, or other fees independently charged by third parties and not recoverable by Uptook, except where reimbursement is legally required.
Complimentary Credits and trial benefits have no cash refund value.
A suspension or termination for violating the Terms of Service does not, by itself, create a right to a refund. Any treatment of prepaid amounts remains subject to applicable law and the relevant agreement.
8. Credits and Promotional Benefits
Credits and points are non-cash entitlements used to measure access to or usage of Platform services.
Unless expressly permitted by Uptook or required by law, they cannot be transferred, combined between accounts, or redeemed for cash. Their validity period, expiration rules, and usage conditions are as disclosed in the relevant plan or purchase terms.
Once correctly credited, purchased or topped-up Credits are generally non-refundable, whether used or unused. A remaining balance does not, by itself, create a right to a proportional refund.
If a refund is approved, we may remove the Credits, points, and promotional benefits associated with the refunded amount, without removing unrelated entitlements.
Credits provided through a free plan, trial, or promotion have no cash value. Any automatic conversion from a trial to a paid subscription must be disclosed before you authorise it, including the price, billing period, and cancellation method, together with any notices required by law.
9. Applicable Law and Statutory Consumer Rights
This Policy is governed by Singapore law to the extent permitted by applicable law, including the Consumer Protection (Fair Trading) Act 2003 where applicable.
Nothing in this Policy excludes, limits, or replaces any cancellation, withdrawal, refund, price reduction, repeat-performance, or other remedy that cannot lawfully be excluded under Singapore law or another applicable law.
If the law applicable to your purchase provides a cooling-off period or withdrawal right, that right takes priority over our ordinary non-refund rules.
Different rules may apply to digital content and services:
· Digital content not supplied on a tangible medium: a statutory withdrawal right may end when supply begins only where the applicable legal conditions are satisfied, including any required prior express consent, acknowledgement of the loss of that right, and contract confirmation.
· Services, including ongoing subscriptions: beginning performance does not automatically end a statutory withdrawal right. Where you validly request early performance and subsequently withdraw, a proportionate charge may apply only as permitted by law. Loss of a withdrawal right upon full performance requires satisfaction of the applicable legal conditions.
Crediting an account, using Credits, unlocking data, or accepting this Policy does not automatically establish that those conditions have been met.
Where applicable law requires a particular cancellation method, online withdrawal function, notice, confirmation, or refund deadline, that requirement applies.
Singapore law does not displace mandatory protections, remedies, or court jurisdiction that you are entitled to under another applicable law.
10. Refund and Remedy Request Process
To request a refund, billing correction, cancellation, or service remedy, email service@uptook.io.
Please provide, where available:
· Your Uptook account name and registered email address;
· The order number, payment date, currency, amount, and purchased plan;
· The reason for your request and relevant supporting information; and
· For a service incident, the date and time, affected feature, error message, and troubleshooting steps already attempted.
We may request additional information reasonably necessary to investigate. We will not require unnecessary evidence or a particular form where doing so would restrict a statutory right.
We generally aim to acknowledge a request within two business days and decide a complete request within five business days. Complex security matters or third-party payment disputes may take longer. These service targets do not extend any mandatory legal deadline.
Approved refunds are normally returned to the original payment method in the original transaction currency, unless another method is legally required or appropriately agreed. After a refund is issued, it typically takes 5–10 business days to appear, depending on the bank or payment provider.
A request will not be rejected solely because an entitlement was credited or used if you identify a billing error, service failure, statutory entitlement, or another basis recognised by this Policy.
You may contact your payment provider directly where appropriate. Please tell us about an existing payment dispute so that we can coordinate the response and avoid duplicate reimbursement. You are not entitled to recover the same amount twice.
We may reject fraudulent or demonstrably abusive requests where legally permitted. Repeating or escalating a genuine unresolved request does not, by itself, make it abusive.
11. Account Treatment After a Refund
When a refund is issued, the subscription, seats, points, Credits, or other digital entitlements attributable to the refunded amount may be reduced or removed.
We will explain any relevant account adjustment, service Credit, or subscription extension in the resolution notice. Partial refunds will be reflected proportionately where appropriate.
A refund does not remove unrelated paid entitlements, discharge other valid payment obligations, or affect provisions of the Terms of Service that lawfully survive termination.
12. Policy Updates
We may update this Policy to reflect changes to our products, payment channels, or legal requirements.
We will publish the updated version and revise the “Last Updated” date. Material changes will be communicated through the website, your account, or another appropriate method where required.
Unless applicable law requires otherwise, changes apply prospectively and do not retrospectively reduce rights attached to an existing purchase.
13. Contact Us
For cancellation, refund, billing, or service-remedy enquiries, please contact:
UPTOOK PTE. LTD.
Place of Incorporation: Singapore
Unique Entity Number (UEN): 202310756H
Customer Support: service@uptook.io
Website: https://www.uptook.io/