Refund Policy

1. Overview

This Refund Policy explains our policies regarding refunds for subscription payments. Please read this policy carefully before making a purchase. By subscribing to our Service, you acknowledge and agree to this Refund Policy.

2. Subscription Billing

Our subscription plans are billed on a monthly recurring basis:

• Bronze Plan: CHF 6.00 per month
• Silver Plan: CHF 9.00 per month
• Gold Plan: CHF 12.00 per month

All prices are in Swiss Francs (CHF) and include applicable taxes and VAT as required by law. Paddle, our payment processor, handles all tax calculations automatically.

3. Refund Eligibility

3.1 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for first-time subscribers. If you are not satisfied with your subscription within the first 14 days of your initial purchase, you may request a full refund.

Conditions:

• Must be your first subscription to our Service
• Request must be made within 14 days of initial payment
• Applies only to the first billing period
• Account must not have violated our Terms and Conditions

3.2 Technical Issues

If you experience significant technical issues that prevent you from using the Service, and we are unable to resolve them within a reasonable timeframe, you may be eligible for a prorated refund for the affected period.

To qualify:

• You must report the issue to our support team promptly
• The issue must be confirmed by our technical team
• You must have cooperated with our support team to resolve the issue
• The issue must have prevented substantial use of the Service

3.3 Unauthorized Charges

If you believe you have been charged in error or without authorization, please contact us immediately. We will investigate and provide a full refund if the charge is confirmed as unauthorized.

4. Non-Refundable Situations

Refunds will NOT be provided in the following situations:

• Renewal charges: No refunds for automatic subscription renewals after the first billing period
• Partial month usage: No prorated refunds for unused time if you cancel mid-billing cycle
• Change of mind: No refunds after the 14-day guarantee period has expired
• Account termination: No refunds if your account is terminated for violating our Terms
• Third-party issues: No refunds for issues caused by third-party services, internet connectivity, or your device
• Personal circumstances: No refunds due to personal reasons (e.g., "found a partner", "no longer need the service")
• Lack of matches: No refunds based on number or quality of matches, as dating outcomes cannot be guaranteed
• User error: No refunds for failure to understand features or how to use the Service

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Support: Email us at info@lovas.ch with the subject line "Refund Request"
2. Provide Information: Include the following in your email:
   • Your account email address
   • Transaction ID or payment confirmation
   • Date of purchase
   • Reason for refund request
   • Any supporting documentation (if applicable)
3. Wait for Review: Our team will review your request within 3-5 business days
4. Receive Decision: We will notify you by email of our decision and process approved refunds

6. Refund Processing

6.1 Timeline

• Review: 3-5 business days to review your request
• Processing: 5-10 business days to process approved refunds
• Bank/Card: Additional 5-10 business days for funds to appear in your account (varies by bank)

6.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to different payment methods or accounts.

6.3 Currency

Refunds will be issued in the original currency of the transaction. Currency exchange rates may affect the final amount you receive if your bank account is in a different currency.

7. Cancellations

7.1 How to Cancel

You can cancel your subscription at any time from your account settings under "Subscription Management". Cancellation is immediate and your subscription will not renew at the end of the current billing period.

7.2 Access After Cancellation

When you cancel, you will continue to have access to your subscription features until the end of your current billing period. After that, your account will revert to the free tier.

7.3 No Refund on Cancellation

Canceling your subscription does not entitle you to a refund for the current billing period. You will not be charged again after cancellation.

8. Chargebacks

If you initiate a chargeback instead of requesting a refund through our process:

Important: Please contact us before initiating a chargeback with your bank or card issuer.

• Your account may be immediately suspended or terminated
• We may dispute the chargeback with evidence of service delivery
• Chargebacks may incur fees that we are entitled to recover
• Future disputes will be handled through our standard refund process

Most refund requests can be resolved quickly through our support team, making chargebacks unnecessary.

9. Subscription Downgrades

If you wish to downgrade from a higher-tier subscription to a lower-tier or free plan:

• The downgrade will take effect at the end of your current billing period
• No refunds will be provided for the difference in price
• You will retain access to your current tier's features until the downgrade takes effect

10. Special Circumstances

We understand that exceptional circumstances may arise. If you have a unique situation not covered by this policy, please contact our support team. We will review each case individually and may, at our sole discretion, make exceptions on a case-by-case basis.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated date. Your continued use of the Service after changes are posted constitutes acceptance of the new policy.

Changes to this policy will not affect refund requests that were submitted before the change.

12. Contact Information

For refund-related inquiries, please contact us:

• Email: info@lovas.ch: info@lovas.ch