This Refund Policy applies to all purchases of DopplerVPN subscriptions and our AI-powered video generation tool made through SIMNETIQ LTD (Company Number 16861177), registered at 2 Frederick Street, Kings Cross, London, WC1X 0ND, United Kingdom. We want you to be completely satisfied with our Services. If you are not, please review the refund terms below.

1. EU/EEA Consumer Right of Withdrawal (14 Days)

If you are a consumer residing in the European Union or European Economic Area (EEA), you have the right to withdraw from your purchase within 14 days of the date of purchase, without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU). To exercise your right of withdrawal, you must inform us of your decision by sending a clear statement to support@simnetiq.store before the 14-day period expires. Upon receiving your withdrawal request, we will process your refund within 14 days using the same payment method used for the original purchase. Please note: if you have actively used the Services during the withdrawal period, we may deduct a proportionate amount for the service already provided. For mobile app subscriptions purchased through the Apple App Store or Google Play Store, the withdrawal must be exercised through the respective app store in accordance with their refund policies.

2. UK Consumer Right of Cancellation (14 Days)

If you are a consumer residing in the United Kingdom, you have a 14-day right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation period begins on the day your subscription is activated. To cancel, contact us at support@simnetiq.store with a clear statement of your intention to cancel. Refunds will be processed within 14 days using the original payment method. If you have begun using the Services during the cancellation period, we may deduct a proportionate amount reflecting the value of the service already provided.

3. 30-Day Goodwill Refund (All Other Customers)

For customers outside the EU/EEA and UK, we offer a 30-day goodwill money-back guarantee on all subscription purchases. If you are not satisfied with our Services for any reason, you may request a full refund within 30 days of your initial purchase date. This goodwill refund applies to first-time purchases only and is limited to one refund per customer. To request a refund, contact us at support@simnetiq.store with your order details. Refunds will be processed within 14 business days using the original payment method.

4. Web Subscriptions (via Paddle)

Web subscriptions for DopplerVPN and the AI Video Generation tool are processed by Paddle (Paddle.com Market Limited), our merchant of record. Paddle handles all billing, tax calculation, and refund processing. To request a refund for a web subscription: contact us at support@simnetiq.store with your Paddle order number or receipt, or contact Paddle directly through the receipt email you received at the time of purchase. Refunds are processed by Paddle and will appear on your statement within 5–10 business days depending on your payment provider. Paddle may apply its own processing timelines in addition to the refund periods stated above.

5. Mobile App Subscriptions (App Store & Google Play)

Subscriptions purchased through the Apple App Store or Google Play Store are subject to the respective store's refund policies and must be managed through those platforms. For iOS (Apple App Store): visit reportaproblem.apple.com, sign in with your Apple ID, and select the subscription you wish to request a refund for. Apple processes refunds at their discretion. For Android (Google Play Store): open Google Play, go to Account > Order history, and select the subscription. Google processes refunds in accordance with their refund policy. We are unable to process refunds directly for purchases made through Apple or Google. However, if you experience issues, please contact us at support@simnetiq.store and we will assist you with the app store refund process.

6. Renewal Charges

Subscriptions auto-renew at the end of each billing period. If you do not wish to be charged for a renewal, you must cancel your subscription at least 24 hours before the end of the current billing period. For web subscriptions: cancel through your Paddle account or contact us. For mobile subscriptions: cancel through your device's App Store or Google Play settings. If you are charged for a renewal you did not intend, contact us within 14 days of the renewal charge and we will process a refund for the unused portion of the renewal period.

7. Refund Exclusions

Refunds may not be granted in the following circumstances: (a) requests made after the applicable refund period has expired; (b) accounts terminated due to a violation of our Terms of Service; (c) repeated refund requests from the same individual (beyond the one-time goodwill guarantee); (d) where the Services were used substantially during the refund period (does not apply to statutory EU/EEA/UK withdrawal rights); or (e) promotional or discounted subscriptions, unless required by applicable consumer protection law. Nothing in this section limits or excludes any statutory rights you may have as a consumer under applicable law.

8. How to Request a Refund

To request a refund, please contact us with the following information: your name or account identifier, the email address associated with your purchase, your order number or receipt (from Paddle, Apple, or Google), the date of purchase, and the reason for your refund request (optional but helpful). Send your request to: support@simnetiq.store. We aim to acknowledge all refund requests within 2 business days and process approved refunds within 14 business days.

9. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us: SIMNETIQ LTD, 2 Frederick Street, Kings Cross, London, WC1X 0ND, United Kingdom. Email: support@simnetiq.store. For EU consumers: you may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.