Our Approach
Alvest believes in a fair and transparent refund process. We provide a 14-day satisfaction window for unused or substantially unused subscriptions. Outside that window, refunds are considered in the cases set out below, including statutory withdrawal rights and technical failures.
Our policy is built on good faith. Where we detect clear abuse we may suspend access while the matter is reviewed; the final decision on whether to issue a refund is made by Paddle as Merchant of Record under its own policy.
Right of Withdrawal and the Digital Services Exception
Under Article 16(m) of EU Consumer Rights Directive 2011/83/EU (and equivalent UK rules), the right of withdrawal does not apply to digital content or services whose performance has begun with the consumer's prior express consent and acknowledgement that they lose the right of withdrawal.
When you subscribe to Pro or Premium, you tick a box consenting to immediate performance and acknowledging the loss of your 14-day withdrawal right, so that premium features become available right away.
Even so, if you have not actually used Alvest after subscribing (no sessions, no premium features triggered), we are happy to process a refund - charging for a period you never used is not our policy.
14-Day Satisfaction Window
Within 14 days of your first purchase we consider refunds in the following cases:
- You have not used the Service, or used it only minimally
- A feature did not work as advertised
- You selected the wrong plan and have not yet started using it
- You experienced a double charge, incorrect amount or other payment issue
Approved requests are refunded in full. After the 14 days, requests are no longer treated as unused-service refunds, subject to the exceptions below.
Exceptions and Unconditional Refunds
Regardless of timing, we refund fully or partially when:
- A material outage attributable to Alvest prevented substantial use of the Service
- A feature announced at purchase could not be delivered for technical reasons
- A payment was made without the account holder's authorisation (fraud)
- A double charge, pricing error or duplicate charge by Paddle is confirmed
- A refund is requested by the legal heirs of a deceased user
Cases Where Refunds Are Not Granted by Alvest
Alvest does not approve a refund in the following cases:
- Cancellation mid-period (access continues until the end of the paid period; pro-rata refunds are not offered)
- Change of mind after substantial use, outside the 14-day window
- Accounts suspended or terminated for breach of the Terms
- Clear abuse, such as account sharing or repeated free-trial circumvention
In addition, Paddle reviews refund requests independently as Merchant of Record under its own policy and discretion. The final decision to issue or decline a refund rests with Paddle.
Refund Process
You can request a refund in two ways:
1. Via Alvest: send an e-mail to destek@alvest.app with subject "Refund Request" and please include:
- The e-mail on your account
- Your Paddle order reference (on the invoice)
- The reason (optional but helpful)
We review the request within 2 business days and forward it to Paddle. The final processing time is at Paddle's discretion and varies by payment method.
2. Directly through Paddle: sign in at paddle.net with your purchase e-mail to initiate a refund. Paddle refunds the original payment method.
Timing and Payment Method
Approved refunds are returned to the original payment method used at purchase (credit card, debit card, PayPal etc.). Processing time depends on Paddle's discretion and your payment method; you can track the current status from the Paddle customer portal at paddle.net.
The refund amount and process are governed by Paddle's refund and international transaction policies.
Cancellation and Auto-Renewal
You can cancel your subscription at any time:
- In the app: Settings → Subscription → Cancel
- Paddle customer portal: paddle.net
- E-mail: destek@alvest.app
After cancellation, paid features remain active until the end of your current billing period, and no further renewal is charged. No pro-rata refund is issued, but you keep full access until the period ends.
Free Plan
The Free plan is offered at no cost. No refund situation can therefore arise. Free plan features may be changed or removed at any time.
VAT and Taxes
Paddle, as Merchant of Record, collects and remits VAT, GST and other applicable taxes to the relevant authorities. When a refund is processed, the corresponding tax is refunded to you via Paddle.
Complaints and Alternative Dispute Resolution
If you are not satisfied with our response to a refund request:
1. Escalate by writing to privacy@alvest.app - we will re-review within 10 business days. 2. Contact Paddle directly: paddle.net/contact 3. EU / EEA residents may use the online dispute resolution platform: ec.europa.eu/consumers/odr 4. UK consumers retain rights under the Consumer Rights Act 2015 and may raise a dispute with their card issuer (chargeback).
Contact
Contact:
- General: info@alvest.app
- Customer support: destek@alvest.app
- Privacy requests (KVKK/GDPR): privacy@alvest.app
- Response time: 2-10 business days
Payment provider (Merchant of Record):
- Paddle.com Market Limited
- Paddle customer portal: paddle.net
- Paddle support: paddle.net/contact
---
Legal information: Alvest is operated from Türkiye by Hazar Sönmez. Payments are processed by Paddle.com Market Limited as Merchant of Record.