Refund Policy

1. Membership overview

PAIRVELLA offers paid memberships (Silver, Gold, and Platinum) that unlock features such as chat activation and expanded matching. Prices are shown in the app before purchase, and any free trial or promotional pass is clearly labelled at sign-up.

This Refund Policy explains when a membership payment can be refunded, how cancellation works, and what happens with promotional or complimentary passes granted by Support.

2. Statutory withdrawal rights

If you are a consumer in the European Union, the United Kingdom, or another jurisdiction with a legal 'cooling-off' or withdrawal right, you may cancel your membership purchase within 14 days of the transaction for a full refund, without giving a reason.

To exercise this right, contact Support through Help & Support inside the app within the 14-day window, identifying your account and the transaction. We will refund the original payment method without undue delay and no later than 14 days after we confirm your withdrawal.

Statutory rights that cannot be excluded by contract take precedence over anything in this policy.

3. Subscriptions and renewals

Paid memberships renew automatically for the interval you selected (monthly or yearly) until you cancel. Cancellation stops future renewations and takes effect at the end of your current paid period — you keep access until then.

Renewal charges are not automatically refundable once the renewal has processed and the new period has begun, except where a statutory right or an approved dispute applies.

4. Cancellation

You can cancel your membership at any time from Settings → Membership, or by contacting Support. There is no penalty for cancelling, and cancelling does not close your PAIRVELLA account.

Cancelling a subscription does not by itself trigger a refund of the current period; it only prevents the next renewal.

5. Promotional and complimentary passes

Free passes granted through a promo code, referral reward, or Support courtesy (for example a 30-day Gold Welcome Pass) carry no monetary value and are not refundable or exchangeable for cash.

When a promotional pass expires, your account returns to the free tier automatically. If you purchase a paid membership while a promotional pass is active, the paid membership begins at the end of the promotional period unless stated otherwise.

6. Refund requests and disputes

To request a refund, contact Support through Help & Support inside the app with your account email and transaction details. Support reviews each request individually and may grant, partially refund, or decline it based on this policy and the circumstances.

If a payment was made in error, was duplicated, or you were charged after a cancellation, contact us promptly and we will investigate and correct it.

You may also raise a dispute directly with your card issuer or payment provider; their decision is binding on the payment and may override this policy for that transaction.

7. Account termination and refunds

Deleting your account or being suspended or banned for a violation of the Terms does not automatically entitle you to a refund of the current membership period.

Where a refund is granted on a terminated or banned account, it will be issued to the original payment method.

8. Changes to this policy

We may update this Refund Policy. Material changes are announced in the app, and continued use after the effective date means you accept the updated version. Statutory consumer rights are not affected by any change.

9. Contact

Questions about refunds or cancellations can be sent through Help & Support inside the app, or via the Contact page.