Refund Policy

We want you to be confident trying Tolvo. This Refund Policy explains how cancellations, refunds, and number releases work for Tolvo subscriptions. It applies in addition to — and never restricts — any statutory consumer rights you have under EU and Spanish law.

1. Free Plan

The Free plan is, well, free. There is nothing to refund. You can stop using it at any time without notice.

2. Cancel Anytime

You can cancel your Pro or Pro+ subscription at any time from your account settings or via the Stripe Customer Portal. Cancellation takes effect at the end of your current billing period — until then, you keep full access to the Service, including your dedicated Tolvo Number.

3. EU Statutory Right of Withdrawal (14 Days)

If you are a consumer in the European Union, EU consumer law (Directive 2011/83/EU, transposed in Spain by Real Decreto Legislativo 1/2007) gives you the right to withdraw from a digital-services contract within 14 days of subscribing, without giving any reason.

To exercise this right, write to support@tolvo.app from the email registered on your account within 14 days of your first paid subscription. We will refund you through Stripe within 14 days of receiving your request.

Important — partial performance: If you ask us to begin providing the Service immediately during the 14-day withdrawal period (for example, by placing or receiving any translated call), and you then withdraw, you must pay a proportionate amount for the Service used up to the point of withdrawal. If the Service has been fully performed with your prior express consent, the right of withdrawal is lost under Article 16(m) of the Directive.

In practice: if you subscribe and make no calls, you can withdraw and receive a full refund within 14 days. If you subscribe and use the Service, we deduct a fair pro-rata amount for usage before refunding the remainder.

4. Goodwill Refund Outside the EU

If you are outside the EU, we extend the same 14-day refund window as a goodwill policy for first-time subscribers, on the same terms as Section 3.

This goodwill refund does not apply to:

• Renewals or subsequent subscription periods
• Accounts terminated by us for violations of our Terms of Service

5. Refunds for Partial Months

Tolvo is a recurring monthly service. We do not issue prorated refunds for partial months once calls have been made. Unused minutes do not roll over and are not refundable.

If you cancel partway through a billing period, you keep access through the end of that period — there is nothing to refund.

6. Failed Payments & Grace Period

If a renewal payment fails, your account enters a 30-day grace period:

• You retain access to all features during the grace period
• Stripe will retry the payment automatically, and you can update your payment method any time
• If payment is not restored within 30 days, your account reverts to Free

No refund is owed during the grace period because the Service remains active.

7. Tolvo Numbers After Cancellation

After cancellation or expiration of the grace period, dedicated Tolvo Numbers are placed in a 30-day reactivation window:

• If you resubscribe within 30 days, we'll try to restore your previous number (not guaranteed; carriers control availability)
• After 30 days, the number is permanently released to the carrier
• We cannot guarantee that a released number will be reassignable to you in the future

8. Plan Changes & Proration

• Upgrades (Pro → Pro+): the price difference is prorated and charged immediately; you get the upgraded quota and number allowance right away
• Downgrades (Pro+ → Pro): the change takes effect at the next billing cycle. If you held multiple Pro+ numbers, you must choose which one to keep before the downgrade can complete

9. Service Outages

If Tolvo experiences a verified, prolonged outage that meaningfully degrades the Service, we may at our discretion offer service credits or partial refunds. Routine network hiccups, telecom-carrier delays, or limitations of third-party AI translation are not considered outages.

10. How to Request a Refund

Write to support@tolvo.app from the email registered on your account. Include:

• Your account email
• The Stripe invoice number, if you have it
• A brief reason for the request

We aim to respond within 2 business days. Approved refunds are processed through Stripe and typically appear on your statement within 5-10 business days, depending on your card issuer.

11. Chargebacks

If you believe a charge is incorrect, please contact us first — we'll usually resolve it faster than a chargeback. Initiating a chargeback without first contacting support may result in account suspension while we investigate.

12. Local Consumer Rights

Some jurisdictions (notably the EU and UK) provide statutory cancellation and refund rights that may exceed this policy. Nothing in this policy limits any non-waivable consumer rights you have under your local law.

13. Contact

Questions about a refund or this policy? Write to support@tolvo.app.

This document is a starting template. Please have a lawyer review and adapt it to your specific jurisdiction and business model before relying on it in production.