1. 14-day cooling-off (EU consumers)
If you are an individual consumer in the European Union, EEA, or UK, you have the right to cancel your first paid subscription within 14 days of the initial purchase and receive a full refund — provided you have not yet substantially used the service. This right is granted by Article 9 of the EU Consumer Rights Directive.
To exercise this right, email us with your account email and the subject line “14-day refund”. We will confirm the cancellation and refund within 14 days, using the same payment method as the original purchase.
2. After the 14-day window
Subscriptions are billed in advance. After the cooling-off period:
- Monthly plans: we do not pro-rate or refund the remainder of an active billing period. You can cancel at any time from Settings → Billing; your plan stays active until the end of the period you've already paid for, then drops to Free.
- Annual plans (when offered): we do not pro-rate partial years. If you believe special circumstances apply (extended outage on our side, billing error), email us — we will consider exceptional refunds case by case.
3. Service-error refunds
If you were charged due to a clear service or billing error attributable to us — such as a duplicate charge, a charge after a confirmed cancellation, or a multi-day platform outage that prevented you from using the service — we will refund the affected amount in full upon request, regardless of the cooling-off window.
4. Free tier and trials
The Free tier is provided at no cost; no refunds apply. Promotional trials, where offered, convert to paid subscriptions automatically unless cancelled before the trial ends. We email a reminder before any conversion charge.
5. Failed payments
If a payment fails after the initial sign-up, we retry per the payment processor's standard schedule. After retries, we downgrade your account to Free and pause paid features. No refund is required on amounts that were never successfully charged.
6. Chargebacks
Please contact us before initiating a chargeback. Almost all chargebacks we see can be resolved by a direct refund within a few business days. Filing a chargeback for a charge we would have refunded incurs fees on our side and may trigger a permanent ban from the service.
7. How to request a refund
Email us from the address linked to your account, including:
- Your account email or username.
- The order ID or invoice number (visible in Settings → Billing).
- The reason for the refund.
We respond to refund requests within 5 business days. Approved refunds are processed back to the original payment method via our payment provider; bank settlement usually takes a further 5–10 business days depending on your card issuer.
8. Contact
Vedran Vučić · hello@relezr.com
See also our Terms of Service and Privacy Policy.