Refund & Withdrawal Policy

This page is the pre-contractual withdrawal notice required by Article 6(1)(h) of EU Directive 2011/83/EU (the Consumer Rights Directive). It applies to any natural person, acting outside their trade, business, craft or profession (a “consumer”), who subscribes to a paid Playtcha plan from a distance.

Business customers (sole traders acting in their business capacity, partnerships, companies) are not consumers for the purposes of the Directive, and the statutory 14-day withdrawal right does not apply. Business cancellation terms are in section 5.

You have the right to withdraw from your Playtcha subscription contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which the contract is concluded — i.e. 14 days after we confirmed your paid subscription.

To exercise the right of withdrawal, you must inform us of your decision to withdraw by an unequivocal statement. You can use:

• An email to support@playtcha.com with anything that makes clear you want to withdraw — “I want to withdraw” is enough.
• The model withdrawal form in section 8 below.
• The “Cancel subscription” button in your dashboard’s Billing tab. Using it inside the 14-day window is treated as withdrawal under this policy.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the 14-day period has expired.

If you withdraw from the contract, we will reimburse all payments received from you for the cancelled period without undue delay and not later than 14 days from the day on which we are informed about your decision. We’ll use the same payment method you used for the transaction (the card via Stripe), unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

Service started during the withdrawal period. If you asked us to begin providing the service during the withdrawal period — which a paid Playtcha plan does by design, because verifications start the moment your plan is upgraded — you owe us an amount proportional to what has been supplied until the moment you communicated your withdrawal to us, in comparison with the full coverage of the contract.

In practice, for a monthly plan that means we may keep a pro-rata share of the month based on the days the plan was active before you withdrew, and we refund the rest. If you withdraw before any verifications were processed under the new plan, the refund is in full.

Playtcha is a digital service supplied over a continuous period, not a one-off digital download. Article 16(m) of Directive 2011/83/EU only removes the right of withdrawal for one-off digital content where (i) supply began with your express consent, (ii) you acknowledged you lose the right of withdrawal, and (iii) we confirmed that to you.

We do not ask consumers to waive their withdrawal right when subscribing to Playtcha. The 14-day withdrawal right in section 2 applies in full, subject only to the pro-rata deduction in section 3 for any service actually consumed.

You can cancel any paid Playtcha plan at any time, for any reason, from the Billing tab in your dashboard. Cancellations outside the 14-day consumer-withdrawal window stop the next renewal: you keep paid-plan access until the end of the period you’ve already paid for, and we don’t bill again.

We don’t pro-rate refunds for cancellations outside the 14-day window unless the cancellation is due to a fault on our side that meaningfully prevented you from using the service — in that case email support@playtcha.com and we’ll work it out in good faith. Specific consumer rights under local mandatory law (e.g. for material non-conformity) are unaffected.

1. Email support@playtcha.com from the address on your Playtcha account, or use the cancel button in the Billing tab.
2. Tell us your account email and the plan you want to cancel. If you’re inside the 14-day window, mention that you’re exercising your right of withdrawal so we process it on the right track.
3. We acknowledge within 1 business day, process the refund (pro-rated where section 3 applies) within 14 days, and the amount appears on your statement on the usual Stripe schedule (1–10 business days, depending on your bank).

• Free-tier accounts. No payment was made, so there is nothing to refund — but you can delete the account from your dashboard at any time.
• Chargebacks initiated without first contacting us. We’d rather just refund you. Filing a chargeback before emailing support costs us a fee and slows down your refund; under our terms it may also result in account suspension pending review. Please email first.
• Refunds for previous billing cycles. Past full months that were used to send verification traffic are not refundable outside the 14-day consumer window or a product fault on our side.
• Account terminations under the Acceptable Use Policy. Where we terminate for AUP violations, prepaid amounts for the unused remainder of the current billing period are refunded; AUP-related terminations don’t create additional refund rights beyond that.

You don’t have to use this form — any clear statement is fine — but it’s the format set out in Annex I(B) of Directive 2011/83/EU and we’ll never reject a request that uses it.

To: Playtcha — support@playtcha.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*)
contract for the supply of the following service:

  Service:        Playtcha [Starter / Business] subscription
  Account email:  ______________________________________________
  Ordered on:     ______________________________________________
  Received on:    ______________________________________________
  Name:           ______________________________________________
  Address:        ______________________________________________
  Date:           ______________________________________________
  Signature:      ______________________________________________
                  (only if this form is sent on paper)

(*) Delete as appropriate.

If you’re an EU consumer and we can’t resolve a complaint between us, you have the right to use the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr. We are not currently obliged to use any alternative dispute resolution body, and we don’t. Statutory consumer rights under your local mandatory law remain available regardless of this policy.

All refund and withdrawal requests: support@playtcha.com. General contact channels and response targets: playtcha.com/contact. This policy is referenced from our Terms of Service and forms part of the contract between us.