Withdrawal from the contract and refunds
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This page sums up what applies when you want to withdraw from a paid plan, cancel a subscription or get a refund. The full terms are in the Subscription and Payment Terms.
1. Withdrawal from the contract — consumers only
If you are a natural person buying as a consumer, you may withdraw from the contract without giving a reason within 14 days of its conclusion.
Use "Withdraw from contract here" in the client area (the plan and payments section). You choose the purchase, write your statement and confirm it in a second step. You receive a reference number and a confirmation at your account's email address. You can also send a statement to the company's email address.
If you asked for the service to start within the withdrawal period, you owe an amount proportionate to the use up to the withdrawal. Refunds go to the same payment method within 14 days of receiving the withdrawal, after the period and the proportionate part have been checked. Business customers have no right of withdrawal.
2. Cancelling a subscription — a different thing
"Cancel subscription" stops further renewals. The period already paid stays available until it ends and no amount is refunded unless the law requires it. Cancelling is not withdrawal from the contract.
3. Other refunds
We refund amounts for incorrect charges or when the service was not provided through our fault, to the same payment method, with a credit note. Consumers keep their statutory rights where a digital service is not supplied or does not conform.
4. Contact and complaints
Email: [email protected]. Consumers may also turn to the Bulgarian Commission for Consumer Protection (www.kzp.bg).