Refund Policy

Document Control Information

Document Title: Refund Policy

Document Version: 1.0

Updated: 02/12/2025

1. Introduction

This Refund Policy applies to all monthly subscription payments made through our mobile app (“the Service”), provided by Tilzil. By subscribing to or using the Service, you agree to the terms set out below.

2. Free Trials

If offered the app may include a free trial period, you may cancel at any time during the trial at no cost.
Once the trial ends and your subscription renews, standard refund rules apply.

3. Monthly Subscription Payments

Your subscription renews automatically each month unless cancelled at least 7 days before the renewal date. All billing is handled through the app store where you downloaded the app (Apple App Store or Google Play Store).

4. Refunds

4.1 General Policy

Monthly subscription payments are non-refundable, except in limited circumstances as described below. Most refunds must be processed by the Apple App store or Google Play Store directly, not by us.

4.2 Situations Where a Refund May Be Granted

A refund may be approved by the app store if:

· You were charged after cancelling your subscription before renewal

· You experienced a duplicate payment

· You were charged due to a technical error (subscription not recognised, failed cancellation, etc.)

The Service was unavailable or not delivered for an extended period due to our system issues

These requests must be submitted through Apple or Google, depending on where the purchase was made.

4.3 Situations Not Eligible for Refunds

Refunds will not be issued for:

· Change of mind

· Inability to use the Service due to user error

· Lack of use during the subscription period

· Issues caused by third-party services or integrations

Partial months or unused time remaining in your subscription

5. How to Request a Refund

If purchased through the Apple App Store:

Refunds must be requested directly from Apple:
Go to Settings → Apple ID → Media & Purchases → View Account → Purchase History → Report a Problem

If purchased through Google Play Store:

Refunds must be requested through Google Play:
Open Google Play → Profile → Payments & Subscriptions → Subscriptions → Report a Problem

We do not have the ability to override or process refunds for app store purchases.

6. Cancelling Your Subscription

To avoid future charges, you must cancel 7 days before the renewal date using Apple or Google app store’s subscription settings:

Apple: Settings → Apple ID → Subscriptions
Google Play: Google Play → Profile → Payments & Subscriptions → Subscriptions

Deleting the app does not cancel your subscription.

7. Processing Time

If the app store approves a refund, processing time may vary depending on your bank or payment provider. Typically, refunds appear within 5–10 business days or 14 consecutive days (excluding bank holidays).

8. Legal Rights

This policy does not affect your statutory consumer rights under applicable law, including the Consumer Rights Act 2015, for UK customers only.

9. Contact Us

Tilzil may be able to provide limited assistance with refund steps, subscription issues, or technical problems, please contact us at: info@tilzil.com