Refund & Cancellation Policy

Paid plans bought through self-serve checkout are sold by Lemon Squeezy, LLC as our Merchant of Record: Lemon Squeezy takes the payment and issues the refund, and we decide whether a refund is due. Until that checkout opens, paid plans are invoiced directly by Torsten Labs DOO, and we pay refunds back ourselves, by the method you paid with. Either way: ask us, and if we agree, the money goes back to you.

1. Cancelling

Cancel any time: email [email protected], or use the request form on the Billing page of the dashboard, and we will do it for you.

Cancellation stops the next renewal. Your plan stays active until the end of the period you have already paid for — we do not cut off access the moment you cancel — and then drops to the free plan rather than disappearing. No cancellation fee, no exit interview, no retention flow designed to wear you down.

2. The 14-day money-back guarantee

If poolse is not right for you, email [email protected] within 14 days of your first payment and we will refund it in full. You do not have to explain why, though we would genuinely like to know.

This applies to your first subscription payment. It is not a recurring right on every renewal.

3. Renewals

Renewal charges are not automatically refundable, because you have had the service for the period they cover. We will still refund a renewal where:

• we failed to give you the renewal notice these Terms promise;
• the charge was a duplicate or a clear billing error;
• the Service was materially unavailable for a substantial part of the period, and the cause was ours;
• you cancelled before the renewal date but the charge went through anyway.

Email [email protected] within 30 days of the charge. We are not looking for reasons to say no.

4. Pro-rated refunds

We do not normally refund unused time when you cancel mid-period — you keep the service until the period ends instead. You do get a pro-rated refund of the unused prepaid portion where:

• we terminate your account for convenience, or discontinue the Service;
• we make a material adverse change to the Service or to the Terms and you cancel before it takes effect;
• you object to a new subprocessor under § 5 of the DPA and we cannot offer an alternative;
• a force majeure event lasting more than 30 days leads either of us to terminate.

5. When we will not refund

• Accounts terminated for breach of the Acceptable Use Policy or for illegal activity.
• Charges older than 12 months.
• Fees already remitted as tax to an authority, where that authority does not permit a refund. For checkout purchases Lemon Squeezy handles the tax treatment and will tell you if this applies; for invoices from us, we will.
• Requests to refund usage you actually consumed on a plan that worked as described.

6. Consumers in the EU, EEA, and the UK

If you buy as a consumer — outside your trade, business, craft, or profession — you have a statutory right to withdraw from a distance contract within 14 days, without giving a reason, under the EU Consumer Rights Directive (2011/83/EU), the corresponding UK regulations, and the consumer protection law of the Republic of North Macedonia.

Because poolse is digital content and a digital service supplied immediately, the checkout asks you to confirm two things before you buy: that you want performance to begin during the withdrawal period, and that you acknowledge you therefore lose the right of withdrawal once the service has been fully supplied. Where you have given that confirmation and we have begun supplying, you may still withdraw, and you pay only for what you actually used up to that point.

How to withdraw. An unambiguous statement is enough — email [email protected], or use the model withdrawal form annexed to the Directive if you prefer. We confirm receipt without delay and refund within 14 days of being informed, to your original payment method, at no cost to you.

The 14-day guarantee in § 2 is offered to everyone, consumer or business, and is in addition to these statutory rights. Nothing in this policy takes away a right your local consumer law gives you.

7. Chargebacks

Please talk to us before disputing a charge with your bank. A chargeback freezes the account while it is investigated and costs both sides a fee, and almost every dispute we have seen would have been solved by an email. If you file one anyway, we may suspend the account until it is resolved.

8. How refunds arrive

Checkout purchases are refunded through Lemon Squeezy to the original payment method; Lemon Squeezy sends a credit note. Invoices from us are refunded by us, by the method you paid with, with a credit note from Torsten Labs. Once approved, expect 5 to 10 business days for the money to appear, depending on your bank or card issuer. Ask [email protected] if you need anything for your accounts.

9. Free plan

Nothing to cancel and nothing to refund. Delete your account from the dashboard whenever you like; deletion removes your tenants and their content as described in § 14 of the Terms.

10. Questions

[email protected] — we answer billing email within one business day.