Refund Policy

This Refund Policy (the "Policy") sets forth the terms and conditions under which PokéCoords ("we", "us", or "our") may, at its sole discretion, issue a refund for payments made on our website and related services (collectively, the "Services"). By placing an order, completing a purchase, or otherwise initiating a payment through the Services, you acknowledge that you have read, understood, and agreed to be bound by this Policy in its entirety. This Policy should be read in conjunction with, and is incorporated by reference into, our Terms of Service and Privacy Policy.

Nothing in this Policy is intended to limit or exclude any non-waivable statutory rights that may apply to you under the laws of your country, state, or other jurisdiction of residence. To the maximum extent permitted by applicable law, however, the terms set out below shall govern any refund request submitted to us.

1. Scope and Applicability

This Policy applies exclusively to payments processed through the official PokéCoords checkout flow operated on our behalf by our third-party payment processor, Stripe, Inc. ("Stripe"). Payments made through any other channel — including but not limited to direct bank transfers, wire payments, gift cards, vouchers, cryptocurrency, in-person payments, or transactions completed through third parties not authorised by us — fall outside the scope of this Policy and are not eligible for a refund hereunder.

Refunds are available only with respect to the two paid products listed below:

• Subscriptions — recurring monthly plans that grant a monthly allocation of credits to your account.
• Credit Top-ups — one-time purchases of additional credits, which expire twelve (12) months after the date of purchase.

2. Definitions

For the purposes of this Policy, the following capitalised terms shall have the meanings set forth below:

• "Account" means the user account associated with the email address used to complete the original purchase.
• "Business Day" means any day other than a Saturday, Sunday, or a public holiday recognised in the jurisdiction in which we operate.
• "Credits" means the in-platform unit of consumption used to access certain paid features within the Services.
• "Original Payment Method" means the specific debit card, credit card, or other payment instrument used to fund the underlying transaction.
• "Refund Request" means a written request, submitted in accordance with Section 5, asking us to reverse a charge in whole or in part.

3. Subscriptions

You may cancel a subscription at any time from your account's billing portal. Cancellation stops future renewals; you will retain access to your current billing period's benefits until the period ends.

Subscription fees already charged for the current billing period are generally non-refundable, because the corresponding monthly Credits are granted to your Account at the start of each period and may be spent immediately. If you believe you were charged in error, contact us within fourteen (14) days of the charge and we will review your case individually.

Renewal charges initiated automatically at the end of each billing period are considered authorised in advance by your continued enrolment in the subscription. It is your responsibility to cancel your subscription before a renewal occurs if you no longer wish to be billed. We do not provide refunds solely because a customer forgot to cancel prior to renewal.

4. Credit Top-ups

Top-up Credit purchases are eligible for a full refund only if no Credits from that specific purchase have been consumed and the request is received within fourteen (14) days of the original charge. Partially consumed top-ups are non-refundable, in whole or in part.

Top-up Credits expire twelve (12) months after the date of purchase. We do not refund Credits that expire unused. Your current Credits balance and applicable expiry dates are visible from your account dashboard at all times, and we strongly encourage you to monitor them periodically.

Promotional, complimentary, gifted, or administratively granted Credits do not constitute a paid purchase and are not subject to refund or monetary substitution under any circumstances.

5. How to Request a Refund

All Refund Requests must be submitted in writing by email to [email protected], sent from the email address associated with the Account that placed the order. Refund Requests submitted through any other channel (including, without limitation, in-app messages, social media, or community forums) may be disregarded or redirected back to email.

To enable us to process your request in a timely manner, please include all of the following in your initial email:

• The Account email address or username associated with the purchase
• The Stripe receipt number, payment intent identifier, or transaction reference (as shown in your payment confirmation email from Stripe)
• The exact date and amount of the charge
• A clear and concise description of the reason for the request
• Any additional information or documentation reasonably necessary to substantiate the request

Incomplete Refund Requests may be delayed pending receipt of the missing information. We reserve the right to request additional verification information at any stage of the review process, including but not limited to confirming Account ownership.

6. Processing Time

We aim to acknowledge and respond to Refund Requests within seven (7) Business Days of receipt of a complete request. The actual time taken to review and reach a decision on a Refund Request may vary depending on the nature of the request, the volume of pending requests, and any clarification or documentation required from you.

Once a refund has been approved and initiated, the time taken for the refunded funds to appear on your Original Payment Method is determined solely by Stripe and your issuing bank or card network. We do not control these timelines and accept no liability for delays attributable to the payment processor or financial institution. You should consult Stripe's published refund timelines and your bank's policies for current estimates.

7. Refund Method

Approved refunds are issued exclusively through Stripe and exclusively to the Original Payment Method. We are not able to redirect refunds to a different card, a different bank account, a third-party account, a different payment provider, gift cards, store credit, vouchers, or any form of cryptocurrency or digital asset.

If the Original Payment Method is no longer active (for example, an expired or closed card), the refund will still be issued to that instrument; recovery of the refunded funds in such cases is governed by the policies of the issuing bank or card network and is outside our control.

8. Currency and Exchange Rates

Refunds are issued in the same currency in which the original charge was settled by Stripe. Where the Original Payment Method's billing currency differs from the settlement currency, your bank or card issuer may apply an exchange rate at the time the refund is posted. Any variance between the exchange rate applied at the time of the original charge and the exchange rate applied at the time of the refund is a matter strictly between you and your financial institution, and we are not responsible for, and shall not compensate any difference attributable to, such exchange rate fluctuations.

9. Taxes, Fees, and Withholdings

Where a refund is approved, any sales tax, value-added tax, goods-and-services tax, or comparable indirect tax that was collected from you in respect of the original charge will be refunded together with the principal amount, in accordance with applicable tax rules. Other charges or fees not collected by us — including but not limited to bank wire fees, foreign-transaction fees, card-network surcharges, and any third-party intermediary fees — are not reimbursable under this Policy.

10. Chargebacks and Payment Disputes

We strongly encourage you to contact us before initiating a chargeback or payment dispute through your bank or card issuer. Resolving an issue directly is generally significantly faster than going through a chargeback process, which is governed by external card-network rules and may take several weeks or longer to conclude.

Filing a chargeback in connection with the Services may, at our discretion, result in cancellation of the associated subscription and suspension or termination of the Account, in each case until the underlying dispute has been resolved to our satisfaction.

11. Fraud Prevention and Abuse

We reserve the right to deny, defer, reverse, or otherwise condition any Refund Request that, in our reasonable judgement, is or may be associated with fraudulent activity, abuse of the Services, abuse of the refund mechanism, violation of our Terms of Service, or other conduct that is inconsistent with good-faith use of the Services. Repeated or systematic abuse of the refund process may, in addition to denial of the request, result in suspension or termination of the offending Account.

12. No Waiver

Our failure to enforce, or any delay in enforcing, any provision of this Policy shall not constitute a waiver of that or any other provision. Any waiver granted by us in a particular instance is effective only with respect to that instance and shall not be construed as a continuing waiver of the same or any other provision.

13. Severability

If any provision of this Policy is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect, and the invalid provision shall be deemed modified to the minimum extent necessary to render it valid, legal, and enforceable while preserving, to the greatest extent permitted by law, its original intent.

14. Entire Agreement

This Policy, together with our Terms of Service and Privacy Policy, constitutes the entire agreement between you and us with respect to the subject matter hereof, and supersedes any and all prior or contemporaneous oral or written communications, proposals, representations, and agreements with respect to such subject matter.

15. Changes to This Policy

We may update this Policy from time to time. When we do, we will revise the "Last updated" date at the top of this page. Material changes will only apply to purchases made after the revised Policy takes effect, except where retroactive application is required by law. We encourage you to review this page periodically.

16. Contact Us

If you have any questions about this Refund Policy, or wish to submit a Refund Request, please email us at [email protected]. To help us route your message promptly, please include the words "Refund Request" in the subject line where applicable.