Refunds
1. The 14-day window
You have 14 days from the date a charge posts to ask for a refund on it. Ask inside that window and we refund it — we do not require a reason, and we will not argue about whether the product was what you wanted. Ask after day 14 and the charge is yours to keep, with one exception in section 2 below. Cancelling is a separate thing from refunding: cancelling at any time stops future renewals, and the 14-day window decides what happens to money that has already left your account.
2. When the law gives you more than 14 days
The window is a floor we set, not a ceiling we enforce. Where your consumer-protection regime gives you a longer withdrawal right over a digital purchase, that longer right applies and we honor it. If you are relying on one, quote the rule that covers you in your message — we will apply it rather than debate it. One case we do not refund outside the window: prepaid fees for the current billing period when we terminate your account for cause (Section 6 of our Terms of Service).
3. What to send
- The order reference from your receipt. Our checkout passes an
orderMerchantExternalIdto the payment processor and keeps the same value on your billing record, so quoting it turns a lookup into a single row instead of a search by name. - The email address the payment was made from.
- One line on what you expected and what you actually got.
4. Who reads it
A person, not a bot — the refund path on our side runs through the payment processor and an operator, and a rejected refund is logged as a support event either way. Card networks and issuers control when the money lands on your statement; we cannot promise a date for that leg.
5. Where to write
The contact form (choose “Billing and refunds”) · Contact · Privacy Policy