Refund Policy
Effective date: July 8, 2026 · Last updated: July 8, 2026
This Refund Policy (the "Refund Policy") describes how refunds work for the Tuploy platform-as-a-service (the "Platform"), operated by the Provider identified in our Terms and Conditions (the "Terms"). It forms part of, and is incorporated by reference into, those Terms (section 7.6). Capitalised terms used here have the meaning given to them in the Terms.
All payments are processed by our third-party payment processor acting as Merchant of Record, which handles invoicing, taxes, currency conversion, fraud prevention and chargebacks. Refunds are issued through that processor to the original payment method, and the processor's own terms, presented at checkout, also apply.
1. Nature of the service
1.1 The Platform operates on a prepaid wallet basis: the Customer tops up a EUR wallet, metered Resources (Apps, Databases, Services) are billed per minute of use, and Subscriptions (Website, Domain) are debited in advance at creation and at each renewal (Terms section 4.3).
1.2 The Platform is a digital service of continued performance, not a one-off product: value is delivered continuously as the Customer's Resources run. Accordingly, this Refund Policy distinguishes between prepaid wallet balance that has already been consumed and balance that has not been consumed.
2. Consent to immediate performance
By topping up the wallet and deploying any Resource, the Customer expressly requests that the service begin immediately and acknowledges that, in respect of the part of the service already performed (Resources already consumed), performance has begun. Where the Customer qualifies as a consumer, the right of withdrawal is lost for that already-consumed part, in accordance with Terms section 1.3 and Article 16(a) of Directive 2011/83/EU.
3. 15-day money-back guarantee on unused balance
3.1 Within 15 calendar days of the Customer's first top-up, the Customer may request a refund of any prepaid wallet balance from that first top-up that has not been consumed, by writing to support@tuploy.com. This money-back guarantee applies once, to the first top-up only — subsequent top-ups do not start a new 15-day window.
3.2 Non-recoverable payment-processing fees may be deducted from the refunded amount. Welcome credit and any promotional credit are not refundable and are excluded from this guarantee (Terms section 4.3).
3.3 Refunds are processed through the payment processor to the original payment method.
4. Consumed balance and used services
4.1 Prepaid wallet balance already applied to Resources that have run, and Subscription periods already started, correspond to a service effectively performed and are non-refundable, save where required by applicable law, under the 15-day guarantee in section 3, or under section 5.
4.2 Where a consumer exercises a statutory right of withdrawal that remains available, the Customer is charged only for the proportion of the service actually consumed up to the moment of withdrawal, and the remainder is refunded.
5. Full refunds
Regardless of the 15-day window, we refund in full where there has been a duplicate or erroneous charge, or a sustained failure of the Platform attributable to the Provider.
6. Your statutory rights
If you contract as a consumer, you retain any mandatory rights granted by the law of your country of residence, including, where applicable, the statutory right of withdrawal for digital services. Nothing in this Refund Policy limits those rights; where they conflict with this Policy, they prevail (Terms sections 1.2 and 17.2).
7. How to request a refund
7.1 To request a refund, contact support@tuploy.com, or use the payment processor's buyer support linked on your receipt. Please include the account email and the transaction reference so we can locate the charge.
7.2 We aim to respond to refund requests and complaints within 48 hours. Approved refunds are returned to the original payment method by the payment processor.
8. Governing law
This Refund Policy is governed by the law of the Principality of Andorra and is subject to the governing-law and consumer provisions of the Terms (section 17).