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 (under 5 minutes on the board since you paid)? Tell us within 14 days and we refund it in full.
• Used it and want out? Tell us within 14 days and we refund the rest of the month, from the day you tell us.
• Charged twice for the same thing? We refund the duplicate in full.
• Renewed when you meant to cancel? Tell us within 48 hours and we refund it in full, as long as the board has not been used much in that time - less than an hour in all.
• 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.

2. What you are buying

• 2-day pass, €3.89. A single purchase. It runs for 48 hours from the moment it starts, then ends by itself with nothing further to pay.
• Week pass, €7.89. A single purchase. It runs for 7 days from the moment it starts, then ends by itself with nothing further to pay.
• Month, €19.89. A subscription. It renews every month at the same price until you cancel it.

All prices include any VAT that applies to you. We add no other charges. If your card is in another currency, the checkout shows what you will be charged before you pay.

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 in the same place 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 have 14 days from the day you buy to withdraw from the purchase, without giving a reason. Match-Lens starts the moment you pay, because you ask for that at the checkout, so withdrawing does not undo the time you have already had: you pay for the part that ran until the day you tell us, and the rest comes back. A pass that has run to its end has been delivered in full, so withdrawing from it brings nothing back.

In plain terms: a subscription you have not used, meaning the board has been on your screen for less than 5 minutes in all since you paid, is refunded in full if you tell us within 14 days. A subscription you have used is refunded for the rest of the month, counted from the day you tell us, if you tell us within 14 days. After 14 days the month you are in is yours, and it is not refunded because you changed your mind.

The quickest way to withdraw is the "Withdraw from contract here" button in the Billing tab of your account. It is there for 14 days after each purchase, it asks for your name and one confirmation, and it emails you a record of your withdrawal straight away. Writing to us, as section 6 describes, works just as well.

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

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, meaning less than an hour in all since the renewal. 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 withdraw from inside the first 14 days, as section 4 describes. Untouched, that is all of it. Used, it is the rest of the month from the day you tell us.
• 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.

Outside the 14 days section 4 describes, we do not refund a pass that has been used, or a month you have been using, 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

To withdraw within 14 days of a purchase, the "Withdraw from contract here" button in the Billing tab of your account does it in one step (section 4).

Or write to support@match-lens.com from the email address on your account. Tell us what you bought and roughly when. If you are withdrawing, say so; you do not have to say why. For anything else, one line about what went wrong is enough. You do not need an order number.

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. A refund goes back to the payment method you used, and we send it within 14 days of the day you asked, 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, 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, the board pauses until the payment goes through. The payment provider retries the charge over the days that follow and we tell you, and a new card added on the Billing tab is charged straight away.

If it still cannot be taken, the subscription ends and access stops, and we do not ask you for the missed payment. 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 from us you do not recognise, please write to us before asking your bank to reverse it. A chargeback takes weeks and costs us a fee, and it reaches the same place by the slowest road. 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.

If you think someone has used your card without your permission, tell your bank straight away as well. That never has to wait for us.