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Refund Policy

Last updated: April 2026

Our commitment

We take payment disputes very seriously. Before initiating any chargeback or claim with your bank, please contact us at alterenn.contact@gmail.com: we resolve the vast majority of legitimate requests within 5 business days.

14-day guarantee

In line with EU consumer rights, we offer a full refund guarantee within 14 days of payment, no questions asked, on any new subscription.

Automatic refund cases

  • Confirmed billing error (double charge, incorrect amount).
  • Service unavailability for an extended period preventing effective use of the subscription.
  • Clearly fraudulent purchase reported within 14 days.

Non-refundable cases

To preserve fairness of the Service, the following cases are not eligible for a refund:

  • Expired subscription whose main consumption has already been used (message quota, activated addons, unlocked content).
  • One-time consumable add-on purchases (XP boost, additional slots, packs) once activated.
  • Account suspended or banned for breach of the Acceptable Use Policy or the Terms of Service.
  • Request filed more than 14 days after payment, outside of the exceptional cases listed above.
  • Manifest abusive behavior (repeated requests, documented fraud).

Procedure

Payments are handled by our reseller Paddle.com (Merchant of Record). To request a refund:

1. Contact us at alterenn.contact@gmail.com with the purchase email, date and reason.

2. You may also sign in at paddle.net using the purchase email.

We acknowledge requests within 2 business days and resolve them within 5 business days.

Processing time

Once approved, the refund is processed by Paddle within 5 to 10 business days. The time for the credit to appear on your bank statement depends on your institution (usually an additional 1 to 5 days).

Chargebacks

Any chargeback initiated without contacting us first will result in immediate suspension of the account during the dispute. We fully cooperate with Paddle and financial institutions to document every case.

VAT

Alterenn currently operates under the French VAT exemption for small businesses (art. 293 B of the French Tax Code) — VAT not applicable. Any local taxes applied by Paddle to the end consumer appear on the invoice issued by Paddle.

Contact

For any refund question: alterenn.contact@gmail.com.