sBook is a digital service. It is deemed to have been supplied in full the moment the subscription is activated. This document sets out clearly the general no-refund rule and the exceptions to it.
1.1 This Policy establishes the procedure for refunding subscription payments made in the sBook app and forms an integral part of the Public Offer.
1.2 The Policy has been prepared taking into account the requirements of the Law of the Republic of Uzbekistan "On Protection of Consumer Rights" and the Law "On Electronic Commerce".
1.3 sBook is a digital (electronic) service. From the moment the subscription is activated, the service is deemed to have been supplied in full, and it is technically impossible to "return" it or to restore it to an "unused" state.
Payments are not refunded once the subscription has been activated — except in the cases listed in section 3.
2.1 This rule is based on the following grounds:
2.2 By tapping the payment button, the User knowingly accepts this condition.
2.3 This rule does not apply to payments arising from an error or a malfunction (see section 3).
In the following cases the payment is refunded in full:
Where the card was charged but the subscription did not open due to a technical malfunction. In such a case we first offer to activate the subscription manually; if you do not agree, the payment is refunded in full.
Where the card was charged more than once for a single subscription, the entire excess amount is refunded.
Where it is established that a payment was taken from your card without your consent, the amount is refunded in full. In such a case we also recommend that you contact your bank immediately.
Where, due to a technical malfunction on our side, the service could not be used for more than 5 (five) consecutive days and we failed to resolve the problem within that period, you may choose one of the following:
If we discontinue the sBook service entirely, or the principal part of it for which you paid, the unused portion of the subscription is refunded on a pro-rata basis.
If you notify us within 24 hours of payment that you selected the wrong plan, we will switch you to the correct plan. The price difference is refunded or an additional payment is requested. The switch is made even if the service was used during that period.
This list is not exhaustive. If your situation is not covered here but you consider the outcome unfair, contact us. Every case is reviewed individually.
4.1 No refund is issued in the following cases:
| Case | Explanation |
|---|---|
| "I changed my mind", "it turned out I don't need it" | The 30-day free trial period is provided for exactly this purpose |
| "I paid but didn't use it" | The service was at your disposal — using it or not was your own decision |
| A particular feature did not work out as you expected | The list of features is published in advance in the app and in the Public Offer |
| Failure of the internet connection, mobile operator or device | These circumstances are beyond our control |
| Data deleted by the User themselves | The deletion resulted from your own action |
| An Account blocked for breach of the Public Offer or of the law | A restriction resulting from a violation |
| Trial period | No payment was taken — there is no amount to refund |
| The subscription term has fully expired | The service was supplied in full |
4.2 The same rules apply to subscriptions obtained under a discount or promotion; the amount refunded does not exceed the amount actually paid.
5.1 Requests are submitted from your registered phone number to +998 90 000 75 01.
5.2 Please have the following information ready when you contact us:
5.3 Contact us even if you have no receipt or SMS. Payment records are also kept in our own system — we can locate the payment using your phone number and the approximate date. The absence of supporting documents is not a ground for rejecting a request.
5.4 You may also submit your request in writing — in that case the reply will likewise be given in writing. Please confirm the address for written requests by calling +998 90 000 75 01.
5.5 The request must be submitted within 30 (thirty) days of the date of payment. Later requests are also reviewed, but a favourable outcome is not guaranteed.
5.6 This Policy does not limit your right to bring a claim independently through your bank or the payment system. In the case of an unauthorised payment in particular, notify your bank at the same time as contacting us.
5.7 If false information or indications of fraud are identified, the request is rejected and the Account may be blocked.
| Stage | Time frame |
|---|---|
| Receipt and acknowledgement of the request | 1 business day |
| Review of the case and decision | Up to 3 business days |
| Notification of the decision | On the day the decision is made |
| Submission of the refund for processing | Up to 10 business days after the decision |
| Crediting of the funds to the card | Depends on the time frames of the bank and the payment system |
6.1 In complex cases (where verification with the payment system is required) the time frame may be extended — you will be notified separately if this happens.
6.2 The time it takes for funds to reach the card is set by the bank and is beyond our control.
7.1 Funds are refunded only to the same card used for the payment. Refunds to another card, in cash, or to a third party's account are not made.
7.2 The refund amount is determined in UZS, in the amount applicable at the time of payment. Changes in the exchange rate are not taken into account.
7.3 Pro-rata refunds (clauses 3.4 and 3.5) are calculated using the following formula:
Refund amount = Amount paid × (Days remaining ÷ Total days of the subscription)
For calculation purposes, one month is taken to be 30 calendar days.
7.4 As soon as the refund is issued, the corresponding subscription is cancelled and the app returns to the state it was in after the trial period ended. Your data is not deleted.
7.5 Fees withheld by the payment system or the bank (if any) may be deducted from the refund amount. Exception: where the malfunction was on our side (clauses 3.1, 3.2, 3.4 and 3.5), no fee is deducted — the amount is refunded in full.
sBook does not use automatic renewal. Your card is not charged again. The subscription simply stops when its term expires.
8.1 For this reason no separate action is required to "cancel" a subscription — simply do not make the next payment.
8.2 The service works in full until the subscription term expires.
8.3 Terminating a subscription early gives rise to a refund only where one of the exceptions in section 3 applies.
9.1 If you are dissatisfied with the decision made, you may submit a repeat request with additional evidence.
9.2 If no agreement is reached, the dispute is resolved in accordance with the legislation of the Republic of Uzbekistan. Your rights as a consumer are not limited by this Policy.
9.3 Written claims are reviewed within 15 (fifteen) business days.
This version takes effect on 10.09.2026.