Refund Policy

1. Scope and merchant of record

This Policy applies to Guides offered through fovio-app.com and to purchases made in the Fovio App. Paddle.com is the merchant of record and authorised reseller for Guide transactions. Paddle processes payments and approved refunds under its Buyer Terms and Refund Policy.

2. 14-day refund for any reason

Guides are digital content made available immediately after payment. Regardless of that, you may request a full refund of a Guide purchased through Paddle for any reason within 14 days after the purchase. No justification is required, and it does not matter whether the Guide has been downloaded or opened. This period corresponds to the minimum refund period under Paddle's Buyer Terms and applies to every customer, whether or not the law of your country provides a right of withdrawal. Where that law grants you a longer period or a broader remedy, the law prevails.

Send the request to support@fovio-app.com from the email address used for the transaction and state the Paddle order number. We respond within two business days and pass the approved refund to Paddle. You may also submit the request directly to Paddle buyer support at paddle.net.

3. Defective or non-conforming Guides

3.1 Eligible cases

Independently of the 14-day period, we will approve a full refund where either of the following applies:

• the PDF is technically defective, incomplete or cannot be opened, and the problem cannot be corrected by providing a working replacement;
• the Guide materially fails to conform to the description published on its product page at the time of purchase.

3.2 Request procedure

Send the request as described in section 2 and add a clear description of the problem. We may first provide replacement access where that fully corrects a technical delivery problem. If the Guide still fails to conform, the refund is issued. Requests under this section may be made after the 14-day period within the time limits set by mandatory law.

4. Refunds after the 14-day period

After the 14-day period, a refund is available for a defective or non-conforming Guide under section 3 and in any other case required by mandatory law. A change of mind after that period does not create a refund right. We may nevertheless grant a goodwill refund at our discretion; such a refund does not establish an entitlement to a refund for any other transaction.

5. Refund abuse

In line with Paddle's Refund Policy, a refund may be declined where there is evidence of fraud, refund abuse or other manipulative behaviour, for example repeated purchase and refund of the same Guide, or where the Guide has been shared, uploaded, resold or otherwise distributed. A refund cannot be processed while a chargeback or payment dispute concerning the same transaction is open. These exclusions do not limit mandatory remedies for defective or non-conforming digital content.

6. Before initiating a chargeback

A Guide charge appears under Paddle's name, not Fovio's name, on the payment statement. If you do not recognise a charge or believe a transaction is incorrect, contact support@fovio-app.com before contacting your bank. We respond within two business days. A chargeback may take several weeks and can prevent us from processing a separate refund while the dispute remains open.

7. Processing an approved Guide refund

Paddle issues an approved refund to the original payment method. Funds usually appear within 5 to 10 business days, although the exact timing depends on Paddle, the payment provider and the recipient bank. Paddle buyer support is available at paddle.net.

8. Purchases made in the App

In-app subscriptions and other in-app purchases are billed by the Apple App Store or Google Play. Fovio cannot directly reverse a transaction processed by an app store. Submit the refund request to the store used for the purchase:

• Apple App Store: use reportaproblem.apple.com while signed in to the Apple Account used for the purchase.
• Google Play: request a refund through Google Play order history or Google Play support.

9. Subscription cancellation

Cancelling a subscription prevents future renewal charges after the current paid period. It does not automatically refund a charge already made. Deleting the App or a Fovio account does not cancel the store subscription. Cancellation and any refund remain subject to the relevant store rules and mandatory consumer law.

10. Mandatory consumer rights and contact

Nothing in this Policy excludes or restricts a mandatory right or remedy available under the law applicable to you. Questions and Guide refund requests should be sent to support@fovio-app.com.