Refunds and Cancellation

1. The short version

• Cancel the monthly subscription whenever you like, from the Billing tab of your account.
• Cancelling never takes access away early. You keep it until the end of the month you paid for.
• Bought a subscription and not used it? Tell us within 14 days and we refund it in full.
• Charged twice, or renewed when you meant to cancel? We refund it. Ask within 48 hours of a renewal you did not intend.
• Service badly broken during something you paid for? We extend it or refund it.

The rest of this page is the same thing said carefully. If your situation is not covered, write to support@match-lens.com and ask. We would rather refund someone who is unhappy than keep the money.

2. What you are buying

• 2-day pass, €4.89. A single purchase. It runs for 48 hours from the moment it starts, then ends by itself with nothing further to pay.
• Week pass, €11.89. A single purchase. It runs for 7 days from the moment it starts, then ends by itself with nothing further to pay.
• Month, €29.89. A subscription. It renews every month at the same price until you cancel it.

All prices include any VAT that applies to you. There are no other charges.

Payments are taken by Stripe, which acts as the seller of record for every purchase on Match-Lens. That means your purchase contract for a pass or a subscription is with Stripe: Stripe charges your card, works out and pays the tax that applies where you live, issues the tax invoice, and handles any payment dispute. Match-Lens provides the service itself and answers your questions, and a refund is still asked for from us and paid back through Stripe.

3. Cancelling a subscription

Open your account, go to the Billing tab and press Cancel subscription. We ask you to confirm, and then it is done. You will see the date your access runs to, and the card is not charged again.

Cancelling is not the same as a refund. You have paid for the month you are in, so you keep it. If you change your mind before it ends, press Resume subscription on the same card and it carries on as before.

The passes need no cancelling. They end on their own and never renew.

4. Changing your mind

As a consumer in the European Union you normally have 14 days to withdraw from something you bought online, without giving a reason.

Match-Lens is delivered immediately: the board opens the moment the payment goes through, which is the point of a two-day pass. Asking for something that starts at once normally shortens that right, and the checkout says so before you pay.

Because Stripe is the seller of record, Stripe decides how the withdrawal rules of your own country apply to your purchase, and it applies them whatever this page says. We do not try to sign away a right that is not ours to sign away.

Our own position is simpler and more generous than the law requires. If you bought a subscription and have not used the board since, tell us within 14 days and we refund it in full, no reason needed.

5. When we refund

We refund without argument in these cases:

• You were charged twice for the same thing, or a purchase went through more than once by mistake. We refund the duplicate in full.
• A renewal you did not intend. If a monthly renewal took you by surprise, tell us within 48 hours and we refund it in full, provided the board has not been used much in that time. We then cancel the subscription so it does not happen again.
• The service was substantially unavailable during a period you paid for. We extend your access by the time you lost, or refund it, whichever you prefer.
• A subscription you bought but never used, as section 4 describes.
• A payment you did not make. If someone used your card here without permission, tell us and we refund it and secure the account.
• We closed your paid account for a reason that was not your fault. We refund the part you had not used.

We do not normally refund a pass that has been used, or the current month of a subscription you have been using, simply because you have changed your mind about the service. That is what the free 2-day trial and the two-day pass are for: they let you find out cheaply whether the board suits you.

Losing a bet is not a reason for a refund. Match-Lens sells information about matches, not predictions, and the Terms of Service explain that in full.

6. How to ask

Write to support@match-lens.com from the email address on your account. Tell us what you bought and roughly when, and one line about what went wrong. That is enough. You do not need an order number and there is no form.

You can also ask Stripe directly, using the link on the receipt it sent you. Stripe is the seller of record and can refund a purchase itself. Either route works, and neither costs you anything.

We answer within 5 working days, usually the same day. When a refund is agreed we send it to the payment method you used, and it reaches you within 14 days, normally within a few. Your bank decides how quickly it shows on your statement.

7. The free trial

The free 2-day trial is not a purchase. It asks for a payment method so that we know a real person is asking for it, and that method is not charged.

Nothing happens when the trial ends. It does not become a subscription and no money is taken. Access simply stops until you choose a plan, so there is nothing to cancel and nothing to refund.

8. Gift codes

A gift code gives access for the days it names. Codes have no cash value, cannot be exchanged for money and cannot be refunded. If a code does not work, send it to us and we will look at it.

9. If a payment fails

If a monthly renewal is declined, your access continues to the end of the period you have already paid for. The payment provider retries the charge over the days that follow, and we will tell you so you can update the card from the Billing tab.

If it still cannot be taken, the subscription ends at the end of the paid period. Nothing is owed and no debt is created. You can subscribe again whenever you want, and your notes and settings will be where you left them.

10. Before you call your bank

If you see a charge you do not recognise, please write to us before asking your bank to reverse it. A chargeback takes weeks, costs us a fee, and automatically closes the account it came from. An email to support@match-lens.com is normally settled the same day, and if the charge was wrong you get the whole amount back either way.