Refund Policy

1. Refund Conditions

1.1. The Subscriber has the right to request a refund of their own unused funds at any time, provided that such funds are recorded as an available positive balance in their account and have not been deducted as payment for Services.

1.2. The Subscriber has the right to terminate an active paid Service early. If, at the time the request is submitted, at least one calendar month remains until the end of the paid period, the Subscriber is entitled to a refund for the unused period. If less than one calendar month remains, payments for the activated Service are non-refundable, except as required by applicable Ukrainian legislation. The procedure for terminating Services is defined in the Public Offer.

1.3. To process a refund, the Provider has the right to verify the applicant's identity, their ownership of the account, and the origin of the payment to the extent necessary to ensure a secure refund.

1.4. Bonus credits, promotional credits, and other amounts not actually paid by the Subscriber are not refundable in cash. Discounts granted are not considered funds in the account balance and do not increase the refund amount.

2. Refund Procedure and Timeframes

2.1. Whenever possible, refunds are issued using the same payment method used for the original payment. If that method is unavailable, the Parties may agree on another lawful and technically available refund method.

2.2. If a payment system or bank charges a fee specifically for processing a refund, that fee may be taken into account when determining the refund amount, provided that the Subscriber is notified in advance and that doing so does not violate applicable Ukrainian legislation. Fees deducted during the original payment are not deducted again.

2.3. The Provider reviews the request and, where grounds for a refund exist, initiates the corresponding transaction within 10 business days after receiving the request and the information necessary to process it, unless another period is established by law. The actual time required for the funds to be credited also depends on the bank or payment system.

2.4. If signs of fraud, an unauthorized payment, or a dispute regarding ownership of the funds are detected, the Provider may suspend processing of the request for the duration of the investigation and notify the Subscriber, provided that such notification does not violate the law. A violation of the Terms of Service by the Subscriber does not, in itself, deprive them of the right to a refund of their own unused funds or other rights provided by law.

3. Submitting a Refund Request

3.1. To submit a request, the Subscriber may contact [email protected] from the contact email address associated with their account or create a request through the support ticket system in the Service Control Panel.

3.2. It is recommended that the request include the order or payment number, the amount, and the reason for the refund. Do not send passwords, full bank card details, or other confidential payment information.

3.3. Matters not governed by this Policy are subject to the Public Offer and applicable Ukrainian legislation.