Refund policy and how to request a refund

This page explains when Colitu refunds a payment and how to request it. The binding text is section 7 of the Terms of Service.

#The refund policy

Section 7 of the Terms of Service reads:

"We consider refund requests where we could not provide the Service because of a technical fault on our side or where applicable consumer law requires it. Requests must be sent through support within 14 days of payment. Accounts terminated for breaching the terms are not refunded. This section does not limit mandatory rights you have under applicable law."

#Who can get a refund

We consider a request when:

• a technical fault on our side kept you from using the service, or
• applicable consumer law requires a refund, and
• the request reaches support within 14 days of the payment date.

Not refunded:

• accounts terminated for breaching the Terms of Service or the Acceptable Use Policy;
• requests sent after the 14-day window, unless applicable law gives you that right.

A refund is not automatic for other reasons, for example if you simply no longer need the service. In that case turn off auto-renewal so you are not charged again (see below). If you are not sure Colitu works on your network, try the free plan first: 10 GB per month, no card needed.

Paid twice by accident? See Payment problems and write to support within 14 days.

#How to request a refund

Contact support within 14 days of the payment through any of these channels:

• live chat at colitu.com/support;
• e-mail to [email protected];
• a support request in your account at app.colitu.com/tickets (Support requests), or the Support section of the app.

Include:

• the e-mail address of your Colitu account;
• the payment date and amount;
• the order or transaction ID (from the payment page, your banking app or the payment receipt);
• the payment method: SBP, bank card or crypto;
• the reason. For a technical fault, describe what did not work, on which device and app version, and any error code you saw.

Never send your password, full card number, CVV/CVC code or confirmation codes from your bank. We never need them.

#How a refund is processed

1. Support staff review every request manually and may ask you for more details.
2. If the refund is approved, the full amount of that payment is returned. Our payment provider (Platega) supports full refunds only, so partial refunds are not possible.
3. The money goes back through the method you paid with.
4. How long it takes to reach you depends on your bank, card issuer or SBP. We can't promise a specific date.
5. Once the refund is made, the refunded amount is shown next to the payment under Payments at app.colitu.com/billing.

#What happens to your subscription

• What happens to the paid time covered by the refunded payment is decided as part of the review; support will tell you in its reply.
• A refund does not delete your Colitu account. If you want to delete it, see Account management.
• If auto-renewal is on, turn it off yourself under Account → Subscription so you are not charged again. See Managing your subscription.

#Cancelling without a refund

Turning off auto-renewal stops future charges, and your access continues until the end of the period you have paid for. Turning it off does not by itself refund the current period; to ask for a refund, follow the steps above.