Refund Policy

Effective date: 01.07.2026 | Version: 1.0

1. Overview

This Refund Policy explains refund eligibility, procedures, and how we handle personal data when processing refunds in compliance with the EU General Data Protection Regulation (GDPR). It applies to subscriptions and purchases of GURU NETWORK S.R.L. ("we", "Company") made via our website and mobile applications.

This Policy should be read together with the Terms of Service, Privacy Policy, No-Logs Policy, Fair Usage Policy, Acceptable Use Policy, and Cookie Policy.

2. Service model, billing and advance payment

Services are provided by subscription. You subscribe for a chosen subscription term (typically one month or one year) in exchange for the applicable subscription fee.

Subscription fees are paid in advance and then charged automatically according to the selected billing cycle. You are obliged to pay all fees for the subscription you select.

3. Auto‑renewal and cancellation

At the end of each billing cycle your subscription automatically renews for the same subscription term at the price or fee shown on your account, unless you cancel before the next billing cycle begins. You must cancel at least one (1) day before the next billing cycle to prevent renewal.

Subscriptions purchased via Apple App Store or Google Play are governed by those platforms’ processes. To cancel such subscriptions, use the relevant app store; refunds in those cases are subject to the store’s policies and are not guaranteed by us.

After cancellation by you or by us, no further subscription charges will be made; the subscription will remain active until the end of the paid period.

4. Free trial periods

We may, at our discretion, offer limited free trial periods. Trial terms will be provided at registration or in promotional materials. Trials are available only to users who have not used an equivalent trial in the prior 12 months (or as otherwise stated). We may modify or cancel trial offers without prior notice.

To avoid automatic conversion to a paid subscription, you must cancel your trial at least 24 hours before it ends via your account dashboard or the relevant app-store subscription settings. We will notify you prior to charging payment at the end of the trial where required by applicable law or platform rules.

5. Refund eligibility and limits

Website purchases: we offer a 30‑day money‑back guarantee for subscriptions purchased directly on our website - request a full refund within 30 calendar days of the initial payment, subject to sections 6 and 8 below.

App store purchases: purchases through Apple App Store or Google Play are subject to those stores’ refund policies; we will assist but cannot guarantee a refund.

Refunds are not automatic after the guarantee period; exceptional refunds (billing errors, duplicate charges, technical faults) will be reviewed case‑by‑case.

Refunds may be refused if we reasonably conclude there is abuse of the refund policy, repeated chargebacks, fraudulent activity, substantial use of paid services making a refund inappropriate, or breach of the Terms of Service, Fair Usage Policy, or Acceptable Use Policy.

6. How to request a refund

Submit a refund request to support@guruvpn.com or privacy@guruvpn.com, or via the support form in the app/site. Provide: full name, account email, date and amount of payment, payment method, transaction ID or receipt, and reason for refund.

Acknowledgement: we will acknowledge receipt within 48 hours.

Decision timeline: a decision is normally issued within 7 business days after we receive the required information. Complex investigations, including fraud checks or coordination with payment processors, may take up to 30 calendar days; we will notify you of any extension

If approved, refunds are issued to the original payment method unless otherwise agreed. Actual posting times depend on the payment system (typically 5–14 business days).

7. Chargebacks and disputes

Initiating a chargeback without first contacting us may lead to temporary account suspension pending investigation. We may contest unwarranted chargebacks and recover costs associated with dispute handling. Handling chargebacks is based on our legitimate interests, including fraud prevention and protection of financial rights

8. Special cases (crypto, duplicates, errors)

Duplicate charges, unauthorized transactions, or clear billing errors: contact support@guruvpn.com or privacy@guruvpn.com immediately with supporting evidence, such as a bank statement or receipt. We will investigate and, if validated, refund in full.

Cryptocurrency and other non-standard payments: where cryptocurrency or other non-standard payment methods are implemented and enabled, refunds are processed case by case. Refunded amounts may be converted and may be net of network fees, processor fees, exchange-rate differences, or volatility where applicable.

9. Price changes, advertising and account restrictions

We may change subscription prices at our discretion; we will notify you at least 30 days before changes take effect where required by applicable law, platform rules, or our Terms of Service.

Free services may include advertising, offers, or interstitials where such features are implemented and enabled. We are not responsible for third-party advertised content outside our control; relations with advertisers are between you and the advertiser.

We reserve the right to restrict access or terminate service for violations, including fraud, copyright infringement, abuse, circumvention of service restrictions, or interference with service functionality where such functionality is implemented and enabled. In such cases, refunds are subject to this Policy, the Terms of Service, the Fair Usage Policy, and the Acceptable Use Policy.

10. Personal data processing and GDPR compliance

Legal basis: performance of contract (Art. 6(1)(b) GDPR) to process refunds; legitimate interests (Art. 6(1)(f)) to prevent fraud and investigate disputes; consent (Art. 6(1)(a)) where required for optional processing.

Data collected: minimum necessary personal and transactional data, such as name, email, account ID, transaction ID/date/amount, payment method, receipts, refund request details, and support communications. Where necessary for refund, fraud, chargeback, duplicate-payment, billing-error, abuse, or legal-claims handling, we may also review limited data that is actually available under the Privacy Policy and No-Logs Policy, such as user-linked connection logs retained under the applicable period, registered-device status, payment/account signals, processor-held billing records, and support records.

We do not use refund processing to create or retain VPN traffic-content logs, communications-content logs, browsing histories, full URLs, page content, users’ real source IP addresses in connection logs, or user-linked DNS query histories.

Retention: refund, billing, accounting, and tax records may be retained for up to 7 years where necessary for tax, accounting, legal, or regulatory compliance. Fraud, chargeback, dispute, and legal-claims records may be retained for up to 3 years after the matter is concluded, unless a longer period is required or permitted by law.

Limited technical records reviewed for a refund, fraud, chargeback, abuse, or billing-error investigation are retained, deleted, anonymised, or aggregated according to the Privacy Policy and No-Logs Policy, unless preservation is necessary for documented legal, security, abuse-prevention, billing, lawful-request, or legal-claims purposes. This Policy does not extend ordinary VPN operational logging beyond the retention rules described in the Privacy Policy and No-Logs Policy.

Processors and transfers: we may share data with payment processors and service providers, such as Stripe, Apple App Store, Google Play, RevenueCat, accounting providers, fraud-prevention providers, cryptocurrency payment processors, and other enabled payment processors or service providers, where applicable. Transfers outside the EEA are made only with adequate safeguards, such as adequacy decisions, Standard Contractual Clauses (SCCs), or other lawful mechanisms. Data Processing Agreements (DPAs) and SCCs are applied where required.

Security: technical and organizational measures are in place, including encryption, access controls, restricted internal access, and audit logging for access to relevant systems.

Data subject rights: you have GDPR rights, including access, rectification, erasure subject to legal limits, restriction, portability, objection, and withdrawal of consent. Exercise rights via privacy@guruvpn.com or support@guruvpn.com. We respond within GDPR timelines, typically within 1 month, with possible extension to 3 months for complex requests with notice.

11. Documentation and audit

Refunds, decisions, supporting documentation, and relevant limited records are documented and retained for compliance, audit, fraud prevention, chargeback handling, accounting, and legal-claims purposes, with access limited to authorized personnel

12. Changes to this policy

We may update this policy. Material changes will be published with a revised effective date. Transactions prior to a change are governed by the policy in effect at the time of purchase unless otherwise required by law.

13. Contact information

Refund requests and related data protection inquiries: support@guruvpn.com or privacy@guruvpn.com