Refund and Withdrawal Policy
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1. Scope
This Policy applies to Cluster subscription payments received by the provider through Stripe. It supplements the Terms of Service and does not limit mandatory consumer rights. Disabling renewal, withdrawing from a contract and refunding a completed payment are separate actions.
2. Cancelling renewal
Automatic renewal can be disabled in the subscription section. Future recurring charges stop and paid access remains until the current entitlement expires. Disabling renewal does not by itself generate a refund for the current period.
3. Refund eligibility
A confirmed duplicate charge or incorrectly collected amount will be refunded after the transaction is verified. If paid access is not provided for reasons attributable to the service and the failure is not remedied, the amount corresponding to the unprovided service will be refunded. Where no service was supplied, the relevant payment will be refunded in full.
Other requests, including early discontinuation for personal reasons, are assessed individually with regard to the circumstances and service actually supplied. Non-use alone does not cancel the contract for an access period already provided. This does not exclude a mandatory withdrawal right or other statutory remedies.
4. Statutory withdrawal rights
Where a mandatory consumer right of withdrawal applies, the user may exercise it in accordance with the relevant law. For qualifying EU consumer distance contracts, the general period is 14 days from conclusion of a service contract. Applicable exceptions and the consequences of early service performance are determined by law. Use of Cluster alone is not treated as a waiver of mandatory rights.
Withdrawal may be exercised by sending the provider an unambiguous statement identifying the contract or payment. No reason is required where a statutory withdrawal right applies. Reimbursement will follow the timing and scope required by applicable law and will not be compulsorily replaced with service credit or a gift code.
5. Request and reimbursement procedure
Send the request to dwzzd@icloud.com, preferably from the account email. Identify the Cluster username, payment date, amount and transaction reference if available, together with the requested action. For an ordinary refund request, describe the relevant circumstances. Passwords, one-time codes and full card details are not required.
The decision will be communicated by email. Approved refunds are processed through Stripe to the original payment method unless another method is required by law or separately agreed. Bank and payment provider processing affect the settlement time. Fees will not be deducted from a mandatory refund where such deduction is not permitted by law.
Gift codes received free of charge are not redeemable for cash and do not create a claim for the plan price. Submitting a refund request does not restrict the user's other lawful remedies.