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 a subscription is cancelled through the applicable cancellation process, it remains active until the end of the paid period and will not renew. Use the relevant app-store or provider subscription controls; deleting the application or primary account should not be relied on as a substitute for subscription cancellation. Account deletion also does not automatically erase all payment-provider records.

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 the eligibility conditions in this Policy. This guarantee period concerns refunds, not the retention of account data.

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, documented substantial use of paid features based only on records actually available under the Privacy Policy and No-Logs Policy (and not on per-user traffic-volume records), 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 dispute-handling costs where permitted by law. Handling chargebacks is based on our legitimate interests in fraud prevention and protection of financial rights, without restricting mandatory rights to dispute a payment.

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 (Article 6(1)(b) GDPR) to process refunds; legal obligations (Article 6(1)(c)) for applicable tax, accounting and consumer duties; legitimate interests (Article 6(1)(f)) for necessary and proportionate fraud prevention and dispute handling; consent where required for optional processing.

Data used: necessary personal and transactional details, such as name, email, account ID, transaction ID/date/amount, payment method, receipts, request details and support communications. Where relevant, we may review available primary connection records, registered-device status, payment/account signals and provider-held billing records. Primary connection records have no age-based cleanup and are deleted with the account. Stripe subscription and payment records, including customer_id, are also exported to BigQuery. DNS request records are not currently used for refund assessment, and we do not assess refunds using per-user traffic-volume totals.

Refund processing does not create additional VPN traffic-content, communications-content, full-URL or page-content logs. The primary connection table does not contain an end timestamp or real source IP. Separate IP-bearing connection analytics in Amplitude and BigQuery, and DNS request records, are disclosed in the Privacy Policy and No-Logs Policy. Their existence does not itself establish their use to assess a refund.

Retention: necessary refund, financial and dispute records may remain after account deletion for applicable tax, accounting, consumer-protection obligations or the establishment, exercise or defence of legal claims. The duration depends on the record and applicable requirement. Account deletion is not currently propagated automatically to Stripe or RevenueCat. Stripe exports in BigQuery have no configured fixed expiration period and remain while the warehouse service is maintained; this describes the current storage configuration, not a legal requirement for indefinite retention.

Other records remain subject to the Privacy Policy and No-Logs Policy. Primary account and linked connection records are removed by cascade deletion without an additional 30-day holding period. Database backups are retained for no more than 14 days. BigQuery exports and other provider-held records may remain, including old identifiers after removal of associated customer profile data. Occasional manual connection diagnostics are collected over up to one day and deleted immediately after analysis. This Policy does not change those practices or authorise use of DNS request records for refund assessment.

Recipients and transfers: we may share necessary data with Stripe, RevenueCat, relevant app stores, accounting or fraud-prevention providers, and other payment providers where enabled. Stripe subscription/payment data is also stored in BigQuery in the United States. Provider roles, international transfers and applicable data protection safeguards are described in the Privacy Policy. Processing on our behalf requires appropriate data-processing terms; transfers outside the EEA require a lawful transfer mechanism.

Security: technical and organizational measures include encryption where supported, access limited to authorized personnel using service-specific controls, restricted internal access, and access logging where supported and enabled.

Data subject rights: subject to applicable conditions, you may request access, rectification, erasure, restriction, portability, object to processing or withdraw consent. Contact privacy@guruvpn.com or support@guruvpn.com, including for data remaining in payment or analytics systems. We normally respond within one month; a permitted extension of up to two further months will be explained within the first month. The response deadline is not a mandatory retention period and lawful erasure must not be unduly delayed.

11. Documentation and audit

Refund decisions and necessary supporting records are retained for the applicable billing, accounting, dispute, fraud-prevention or legal-claims purpose, with access limited to authorised personnel and subject to the retention practices and limitations stated above.

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