REFUND POLICY
THE SHORT VERSION
- First purchase, first 14 days: not for you? Full refund, no interrogation.
- Cancelling is instant and self-serve — Premium runs to the end of what you paid for, and no renewal happens.
- Web purchases are handled by Paddle, our merchant of record; refunds land back on the payment method you used.
- Purchases made in the future mobile apps follow Apple's or Google's refund process instead.
Who processes your payment
Premium on the web is sold by Paddle (Paddle.com Market Ltd), our merchant of record. Paddle charges your payment method, issues your invoice, and processes refunds; the charge on your statement appears as Paddle. This policy explains when we'll approve a refund — the money itself always moves through Paddle.
First purchase — 14-day guarantee
If Premium isn't what you hoped, tell us within 14 days of your first purchase and you'll get a full refund. This covers the EU/UK 14-day withdrawal right and applies to everyone, everywhere — you don't need to give a reason (though the System appreciates knowing what disappointed you).
Renewals
Subscriptions renew automatically, and the cleanest way to avoid an unwanted charge is to cancel before the renewal date (Profile → Manage subscription, or the link in any Paddle receipt email — cancelling still leaves Premium active until the period ends).
Missed it? If a renewal charged and you contact us within 14 days of it, we'll refund that renewal. For annual renewals beyond that window, write to us anyway — we'd rather refund a forgotten year than keep money you didn't mean to spend.
How to request a refund
- Email levelyss_support@proton.me from your account's email address, or use the contact form. Include the email you used at checkout if it differs.
- Or reply to your Paddle receipt email / use the link in it — Paddle routes the request to us.
Approved refunds are returned by Paddle to your original payment method, typically within 5–10 business days depending on your bank.
Purchases in the mobile apps
When the iOS and Android apps ship, Premium bought inside them is sold by Apple or Google, and refunds follow their processes: Apple via reportaproblem.apple.com, Google via Play order history. We can't issue those refunds ourselves, but email us and we'll help you through it.
Fair play
Refunds are for people, not loopholes. We may decline requests that form a pattern (for example, repeatedly subscribing, using the paid features heavily, and refunding), and fraud or chargebacks on legitimate charges may end the account. Nothing here limits the statutory rights your local consumer law gives you.
Contact
Anything unclear, or a situation this page doesn't cover: levelyss_support@proton.me. Talk to us before disputing a charge with your bank — it's faster for you and kinder to a small game.