💰 Refund Policy

1. Eligibility for Refunds

You are eligible for a full refund if:

• You are a first-time subscriber to Holdem VPN
• Your refund request is made within 14 days of the original purchase date
• You have not previously received a refund from Holdem VPN

2. Non-Refundable Situations

Refunds are not available in the following cases:

• Subscription renewal payments (automatic or manual)
• Requests made after 14 days from the original purchase
• Accounts terminated due to Terms of Service violations
• Users who have already received a previous refund
• Promotional or free trial periods

3. How to Request a Refund

To request a refund, please contact us through one of the following methods:

Please include the following information in your refund request:

• Your account email address
• Date of purchase
• Reason for refund (optional, but helps us improve)

4. Refund Processing

4.1. Processing Time: We aim to process all refund requests within 5-7 business days of receiving your request.

4.2. Refund Method: Refunds are issued to the original payment method used for the purchase. Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

4.3. Payment Processor: All payments and refunds are processed through Paddle, our Merchant of Record. Paddle handles the refund on our behalf.

4.4. Confirmation: You will receive an email confirmation once your refund has been processed.

5. Cancellation vs Refund

Please note the difference between cancellation and refund:

6. UK Consumer Rights

This refund policy complies with the UK Consumer Contracts Regulations 2013, which provides consumers with a 14-day cooling-off period for online purchases.

Your statutory rights under UK consumer law are not affected by this policy. If you believe you have a claim under consumer protection laws, please contact our support team.

7. Disputes

If you are unsatisfied with our refund decision, you may escalate the matter to Paddle (our payment processor) or seek resolution through the UK's Alternative Dispute Resolution (ADR) process. We are committed to resolving disputes fairly and promptly.