Refund Policy

1. Overview

Tunela offers a 14-day refund window for first-time subscription purchases, available to all users globally. This meets the 14-day Consumer Rights Directive period required in the European Union and the equivalent 14-day right under UK law, and we extend it as goodwill to users outside those jurisdictions.

Renewals and credit top-up packs are subject to the eligibility rules in Section 3.

2. EU / UK Consumer Withdrawal Right

If you are a consumer in the European Union or the United Kingdom, you have a statutory 14-day right of withdrawal that starts on the date of purchase.

However, under Article 16(m) of the EU Consumer Rights Directive 2011/83/EU (and the equivalent UK regulations), this right is lost once you begin using a digital service and have given your express prior consent to immediate performance together with an acknowledgment that you lose the right of withdrawal by starting to use the service. Our checkout (provided by LemonSqueezy) includes this consent and acknowledgment.

In practice, this means: if you buy a subscription and do not use any paid features, you can obtain a full refund within 14 days. If you have substantially used the service — for example, consumed most of your monthly quota — your statutory withdrawal right has been waived, although we may still offer a goodwill refund at our discretion.

3. Refund Eligibility

• First-time subscription purchase — refundable within 14 days of purchase, provided you have not consumed a substantial portion of that period’s quota.
• Subscription renewals — not refundable. Cancel before the next renewal date to avoid being charged.
• Mid-cycle cancellation — your plan continues through the end of the current billing period. No prorated refund for the unused portion.
• Credit top-up packs — refundable within 14 days only if no credits from that specific top-up have been consumed. Once any credits from the top-up have been used, the top-up becomes non-refundable.
• Chargebacks, abuse, or Terms violations — not refundable. Accounts involved may be terminated without refund.
• Failed conversions — credits consumed for a failed or canceled job are generally refunded automatically; see account history for refund status. If a legitimate refund was not processed, contact us at support@tunela.ai.

4. How to Request a Refund

Email support@tunela.ai with the subject line “Refund Request”. Include:

• The email address on your Tunela account
• The transaction ID from your LemonSqueezy receipt
• The date and approximate amount of the purchase
• A brief reason for the refund

We aim to respond to refund requests within 3 business days.

5. Processing Timeline

Approved refunds are processed through LemonSqueezy within 5 to 10 business days. After that, the funds may take additional time to appear on your bank statement, depending on your card issuer or bank.

6. Disputes

If we decline your refund request, you may escalate by reply within 30 days. If you are an EU or UK consumer, you also retain your rights under consumer protection law and may contact your national consumer protection authority. Before filing a chargeback with your bank, please contact us first — we can usually resolve the issue faster.

7. Contact

Refund questions: support@tunela.ai.