Refund policy
Version 0.1 (draft, not yet in force)
In short: changed your mind about Premium bought on treptes.com? Ask within 14 days and you get your money back, as long as you haven't used Premium yet. Once you have used it, the purchase can't be refunded. Bought it in an app? The App Store or Google Play handles the refund.
1. Purchases on treptes.com
Premium on the site is sold by our reseller Paddle, which processes the payment and the refund. You can ask for a full refund within 14 days of the payment, if you have not used Premium since then.
You have used Premium when, after the purchase, you:
- finish a game with Premium active, or
- use a feature that only Premium offers, for example a Genius puzzle, the Genius Gauntlet or a hint beyond the free ones.
Premium starts as soon as you buy it. At checkout you ask us to start it immediately and you acknowledge that, once you use it, you lose the right to withdraw and to a refund. We check your account's activity to confirm whether Premium was used.
To ask for a refund:
- use the link in the purchase confirmation email from Paddle, or
- write to contact@treptes.com from the email address you used to buy, and we arrange it with Paddle.
The money goes back to the payment method you used, usually within 5 to 10 working days depending on your bank. When the refund is made, the Premium you bought with that payment ends.
Subscription renewals are not refunded: cancel before the renewal date if you don't want the next period. If something went wrong on our side (a double charge, a feature that doesn't work), write to us and we will put it right.
2. Purchases in the apps
Purchases made in an app are processed by Apple or Google, and only they can refund them:
- App Store: request a refund at reportaproblem.apple.com;
- Google Play: request it from your order history in Google Play, or see Google Play's refund help.
If you have trouble, write to us and we will help you with the steps.
3. Cancelling a subscription
Cancelling stops future renewals. Premium stays active until the end of the period you have already paid for.
- Bought on the site: use the “manage subscription” link in your Paddle emails, or write to us.
- Bought in an app: open your App Store or Google Play subscription settings.
Deleting the app or your account does not cancel a subscription.
4. Free trials
If you start a free trial, you are not charged until the trial ends. Cancel before the last day and you pay nothing. Using Premium during the trial is what the trial is for, so the first payment after it follows the rules in section 1 from the day you are charged.
5. Your legal rights
This policy follows your rights as a consumer and doesn't take any of them away. The right of withdrawal is also explained in section 10 of our terms of use.