Refund Policy

1. Overview

This Refund Policy explains how refunds work for purchases of the Tunari VPN service operated by TunariVPN Sp. z o.o.("Tunari VPN," "we," "us," or "our"). It applies to all subscriptions purchased through our website, our mobile applications, or our authorized payment providers.

Tunari VPN aims to keep refund handling simple, predictable, and fair. Two independent rights apply: your statutory 14-day right of withdrawal under EU consumer law, and our voluntary 30-day money-back guarantee.

2. 14-Day Right of Withdrawal (EU Consumer Law)

If you are a consumer based in the European Union and you purchase a Tunari VPN subscription directly from us, you have the right to withdraw from the contract within 14 calendar days from the day of purchase, without giving any reason. This right is granted by Article 27 of the Polish Ustawa o prawach konsumenta of 30 May 2014 and Directive 2011/83/EU.

To exercise this right, you must inform us of your decision by an unequivocal statement (for example, by email to support@tunarivpn.com) before the 14-day period expires. The deadline is met if you send your communication concerning the withdrawal before the 14-day period has expired.

Exception (Art. 38(13)): If you explicitly request that we begin to provide the digital service before the 14-day period ends, and you acknowledge that you thereby lose your right of withdrawal once the service has been fully performed, the right of withdrawal does not apply once performance has fully begun with your prior consent. By starting an active VPN session before day 14 with a paid subscription, you are deemed to have given that explicit consent — but our 30-day money-back guarantee (see below) still applies and is more generous.

3. Tunari 30-Day Money-Back Guarantee

Independently of the statutory right of withdrawal, we offer a voluntary 30-day money-back guarantee on all paid web subscriptions. If, for any reason, you are not satisfied with the Service within 30 days of your initial purchase, you may request a full refund. No questions asked.

The 30-day guarantee applies to:

• Monthly and annual subscriptions purchased through Stripe (web checkout)
• RUB-denominated subscriptions purchased through Severpay (where available)

The 30-day guarantee does not apply to:

• Renewals of an existing subscription — only the original purchase qualifies. To avoid being charged for a renewal you do not want, cancel before the renewal date in your dashboard (Dashboard → Billing → Manage Subscription).
• Accounts terminated for violation of our Terms of Service, including fraud, abuse, or sharing account credentials with unauthorized parties.

4. How to Request a Refund

To request a refund under either the 14-day right of withdrawal or the 30-day money-back guarantee, please email us:

• Email: support@tunarivpn.com
• Subject:"Refund Request"
• Include: The email address associated with your account, the approximate date of purchase, and the payment method used (Stripe / Severpay / Apple / Google).

You do not need to provide a reason. We may ask one clarifying question (for example to verify account ownership) but we will not pressure you to stay.

5. Processing Time and Refund Method

Once approved, refunds are processed within 5–10 business days. The refund is always issued through the same payment method used for the original purchase:

• Stripe purchases — refunded directly to the card or payment method used. Bank posting times depend on your card issuer, typically 3–10 business days after Stripe initiates the refund.
• Severpay purchases (RU/BY) — refunded via SBP / card to the same account that was charged. Posting times depend on your bank.
• Apple In-App Purchase (iOS) — handled exclusively by Apple under their refund policy. Submit your request at reportaproblem.apple.com. We can advocate on your behalf, but Apple controls the final decision and processing time.
• Google Play (Android) — handled by Google Play under their refund policy. Submit your request at Google Play support.

6. App Store and Google Play Purchases

Refunds for subscriptions purchased through Apple In-App Purchase or Google Play are governed by the respective store's refund policy and processed by Apple or Google. Tunari VPN does not have the technical ability to issue a refund for these purchases on our side — only the store can. Please contact the store directly using the links above.

7. Non-Refundable Fees

Refunds are made for the full amount you paid us. In rare cases, third-party intermediaries (for example, certain international wire-transfer banks) may charge a fee on the way back to your account. Such third-party fees are outside our control and are not refundable by us. Standard card refunds via Stripe and Severpay carry no such fee.

8. Alternative Dispute Resolution (ADR / ODR)

If we are unable to resolve a refund dispute to your satisfaction, EU consumers have the right to use the European Commission's Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr.

Polish consumers may additionally contact a regional consumer ombudsman (rzecznik konsumentów) or the Polish Office of Competition and Consumer Protection (UOKiK, uokik.gov.pl).

9. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in applicable law, our practices, or our payment providers. The "Last Updated" date at the top of this page indicates the most recent revision. Material changes will be communicated via email or via a prominent notice on the website. Your statutory rights as a consumer are not affected by changes to this policy.

10. Contact

If you have any questions about this Refund Policy, please contact us:

• Email: support@tunarivpn.com
• Postal address: TunariVPN Sp. z o.o., Zabraniecka 8L / 212, 03-872 Warsaw, Poland

This Refund Policy is part of, and should be read together with, our Terms of Service. Nothing in this policy limits your mandatory rights as a consumer under applicable EU and Polish law.