Refund policy

The rule

The subscription is paid in advance. A period that has started is provided in full and is not refunded, even if the account stops being used halfway through.

If you do not want to continue, cancel before renewal: nothing more is charged, and the service works until the end of the period already paid for.

Why the rule is this one

Because you try before you pay. The trial account gives the full service, with no card details and no commitment: the decision to buy is made with the product already in use, not on the strength of a promise.

What we always refund

Some cases are not a matter of judgement:

• The same period charged twice.
• A charge made after a cancellation was requested.
• A charge the cardholder does not recognise and did not authorise.
• A confirmed payment that never turned into access, and that we could not resolve.
• Prolonged unavailability of the service that is our fault.

How to ask

Through the support contacts on this page, giving the organisation, the date of the payment and the amount. We reply on working days and always state the decision and the reason: a refused request is refused in writing, not by silence.

Method and timing

Refunds are made by the same means the payment was received and to the same card. Once approved, the refund is sent to the bank within five working days; how long it takes to appear on the statement depends on the card issuer.

There are no cash refunds, no refunds to a different card, and no credit against future periods.

Cancelling the renewal

Just ask, using the contacts on this page, at any time before the renewal date. Cancellation is confirmed in writing, and the account keeps working until the end of the period already paid for.