In one paragraph
twine subscriptions are sold and billed by the Apple App Store and Google Play, so refunds are handled by them under their policies and requested through them. We do not charge you directly and cannot issue store refunds on your behalf. Your statutory consumer rights are not affected.
How to request a refund
- App Store (iOS). Request a refund through Apple's "Report a Problem" (reportaproblem.apple.com) or your device's subscription settings.
- Google Play (Android). Request a refund through your Google Play account, under your order history.
Approval is at the store's discretion under their policies. Because the stores process the payment, we have no ability to charge or refund your card ourselves.
Your statutory rights
Nothing in this policy limits the rights you have under applicable law, including Indian consumer protection law and, where it applies, EU and UK consumer law. Where the law gives you a right to a refund, that right stands regardless of store policy.
Accidental double charge
The app is designed to stop you from buying a second subscription for the same space. If a duplicate charge happens anyway, request a refund of the duplicate through your store. So you are never left paying twice, we can move a valid subscription to your other space instead, rather than leaving two active. See "Moving a plan" in the Subscription Terms.
Redeem codes
Redeem codes are promotional and non-refundable. A code adds time to your space, stacks with existing time, and is tied to your space once redeemed; it cannot be exchanged for cash.
Cancelling
Cancelling a subscription stops future charges and turns off auto-renew. Your access continues until the end of the period you have already paid for. The current paid period is generally not refunded, except where store policy or law requires it.
Contact
Questions about a charge? Email [email protected]. For the refund itself, please use your store as above, since they hold the payment.