1. Cancelling is not a refund
Cancelling a subscription stops future renewals. It never refunds a payment automatically. You keep your plan and its remaining allowance until the end of the period you already paid for, and you are not charged again after that.
If you believe a charge should be refunded, request it as described below.
2. Subscription charges
We may refund a subscription charge, at our discretion, when all of the following are true:
- you ask within 14 days of the charge;
- the plan was not used beyond your free allowance during that billing period; and
- the request relates to a single charge that has not been refunded, disputed, or credited before.
Renewals that you did not cancel before the renewal date are treated in the same way: if the renewed period was not used beyond the free allowance and you ask within 14 days, we consider a refund. A refunded period ends immediately and its allowance is removed.
3. Points packs
A one-time Points pack can be refunded only if none of its Points have been spent. Once any Point from the pack has been used, the pack is non-refundable. Refunding a pack removes its Points from your balance.
Promotional Points, rewards, and Points added with a code were never paid for and cannot be refunded or exchanged for money.
4. Chargebacks and payment disputes
If you open a chargeback or dispute with your bank or payment provider instead of asking us first, the disputed subscription or pack is treated as fully refunded: the related access and Points are revoked immediately, and the account may be restricted while the dispute is open. Please contact us first; most issues are solved faster that way.
5. How to request a refund
Send a message through the contact form from the email address on your account. Include:
- the email address of your InterStand account;
- what you bought (plan or Points pack) and the date of the charge;
- the payment method (Stripe card or PayPal) if you know it;
- a short reason.
We may ask for more details to identify the payment. Requests are reviewed by a person, not granted automatically.
6. Processing time
We aim to answer refund requests within 10 business days. An approved refund is returned to the original payment method; depending on your bank or PayPal it can take a further 5 to 10 business days to appear. We cannot refund to a different card or account. Fees charged by your bank or by PayPal, such as currency-conversion fees, are outside our control and are not refunded.
7. Your statutory rights
This policy does not limit rights that consumer law gives you and that cannot be waived, including any right to a remedy if the service is faulty. Where the law requires a refund, we will provide it even if this policy would not.