Refund & Cancellation Policy

Overview

Our apps are distributed through the App Store and Google Play, and plans are also sold directly on this website. Where you bought decides who can refund you. In-app purchases and subscriptions are charged by Apple or Google and are covered by that store's refund rules. Purchases made on poiralabs.app are sold by Poira Labs LLC and processed by Stripe, and those we refund ourselves.

Purchases Made Directly on This Website

When you buy a plan on poiralabs.app instead of inside an app store, Poira Labs LLC is the seller and the card payment is handled on our behalf by Stripe. We can issue these refunds ourselves, so the request comes to us rather than to Apple or Google.

• Write to support@poiralabs.app from the address you used at checkout, or use the contact page
• Ask within 14 days of the payment and we refund the purchase in full
• A subscription can be cancelled at any time; cancelling stops the next renewal and your access continues to the end of the period already paid for
• Refunds go back to the same card or wallet used for the payment, and cannot be sent anywhere else
• Once approved, the amount usually reaches the account in five to ten business days, depending on your bank
• Where the consumer law of your country gives you a stronger right of withdrawal, that right applies and nothing on this page limits it

When a Refund Request Makes Sense

In the cases below, a request to the store is reasonable and we will support it.

• The app does not open or keeps closing on the device you bought it on
• A feature you paid for was not applied to your account
• The purchase was made by accident, in particular from a child's device
• You were charged more than once for the same purchase
• A subscription renewed after you believed you had cancelled it

What Is Unlikely to Be Refunded

Stores usually decline refunds in the following cases.

• Subscriptions used for most of the paid period and close to expiry
• Requests made after the store's own refund window has passed
• Cases where the app works as described and simply was not liked
• Accounts closed for sharing or for breaking the rules
• Content given away for free and promotional codes

Cancelling a Subscription

Subscriptions are managed from your store account; you do not need to ask us to cancel one.

• iOS: Settings > your Apple Account > Subscriptions
• Android: Google Play > profile > Payments and subscriptions
• Cancel at least 24 hours before the renewal date
• Access continues until the end of the paid period
• Deleting the app does not cancel the subscription

How to Request a Refund

Where you send the request depends on where you bought. A store purchase goes to the store; a purchase made on this website comes to us.

How Long It Takes

The timing is the store's, not ours.

• Apple usually decides within 24-48 hours
• Google Play typically decides within a few business days
• An approved amount appears within a few business days, depending on the payment method
• Card refunds also depend on your bank's own processing time

Disagreements

What to do if you disagree with the store's decision.

• Use the store's own appeal process first
• Write to us with the purchase date, order number and device
• If the cause is a fault in the app, we will confirm it from our crash records
• Please contact us before filing a chargeback with your bank

Contact

For questions about a refund, reach us at the address on the contact page. Including the order number gets you a faster answer.