Scope
This policy applies to payments made to Testo for Testo. It should be read with our Terms of Service.
Change of mind
If you are not happy with a purchase, you can ask for a refund within 7 days of the payment, provided you have not substantially used what you bought. We refund the amount you paid for the unused part.
When we always refund
- Duplicate payment: you were charged more than once for the same purchase.
- Not delivered: you paid but did not receive what you bought, and we cannot deliver it.
- Service defect: what you bought could not be used because of a fault on our side that we cannot fix within a reasonable time.
- Discontinued service: we stop offering the Service, for the unused part of anything prepaid.
Cancelling a recurring plan
If you are on a plan that renews automatically, you can cancel the renewal at any time from your account or by contacting us. Cancelling stops future charges; you keep access until the end of the period you have paid for. We do not refund part-used periods unless the law requires it or one of the cases above applies.
What is not refundable
- Free trials, free allowances and promotional extras.
- Purchases removed because the account broke the Terms or the Acceptable Use Policy.
- Fees charged by your bank or card issuer, such as currency conversion fees.
How to ask
use the contact form, from the email address on your account, with the payment reference from your receipt and the reason. We reply within 2 business days.
How refunds are paid
Approved refunds go back to the original payment method through the payment processor, normally within 5 to 7 business days of approval; your bank may take a few more days to show it. If a refund is approved, any access bought with that payment ends.
Chargebacks
Please contact us before disputing a payment with your bank. We can usually resolve a genuine problem faster than a chargeback.
Complaints
If you are not satisfied with our answer, write to our Grievance Officer (see Grievance Redressal).