Refund Policy

This policy covers EU consumer refunds, the 14-day right of withdrawal under EU Directive 2011/83/EU, refund VAT handling, and the exceptions where refunds are not available.

1. 14-day right of withdrawal (EU consumers)

If you are a consumer resident in the EU, you have 14 days from the date of your first paid subscription charge to withdraw from the contract without giving any reason, under Article 6 of the Consumer Rights Directive (2011/83/EU).

To exercise the right, email support@incogsurf.com with your account email and a clear statement of withdrawal within the 14-day window. We refund the full charge — including the VAT proportion — within 14 days of receiving your request, to the original payment method.

Loss of withdrawal right. If you actively use the Service (launch one or more profiles, run a validation, complete the AUP click-through) during the 14-day window, you are deemed to have requested the Service to begin before the end of the withdrawal period under Article 16(m) of the Directive, and you lose the right of withdrawal. This is the standard treatment for digital services where supply begins immediately.

2. Refund VAT treatment

Refunds include the VAT proportion that was originally charged. If you were charged €29.00 net + €6.09 VAT (NL 21%) = €35.09 total, a full refund returns the full €35.09. A partial refund returns the proportional VAT.

Refunds are issued through Stripe and typically reach your card or bank account within 5-10 business days, depending on your bank.

If you were charged VAT in error (for example, you provided a valid VAT ID after the charge that should have triggered reverse-charge), contact support@incogsurf.com with your invoice number and VAT ID within 90 days of the original charge. We will issue a credit note and refund the VAT.

3. Cancellations after the withdrawal window

Outside the 14-day withdrawal window, subscriptions are non-refundable for the current billing period. You can cancel at any time via the Customer Portal (in-app Billing screen); cancellation takes effect at the end of the current billing period and stops further charges. You retain access until that period ends.

4. No refunds for AUP violations

Accounts suspended or terminated for violation of the Acceptable Use Policy are not refunded. The remaining balance of the billing period is forfeit.

5. Disputed charges

Before initiating a chargeback with your bank, please contact support@incogsurf.com. We resolve most billing issues within 48 hours and chargebacks carry processing fees we would prefer not to incur. Chargebacks initiated without first contacting us may result in account suspension while the dispute is open.

6. Currency and rounding

All charges are in euros (EUR). Refunds are issued in EUR. If your card was billed in a non-EUR currency at the original Stripe FX rate, the refund is at the rate in effect when the refund is issued. Small FX differences (typically <1%) may appear on the credit to your account.