Refund and Cancellation Policy

1. Who takes the payment

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders: it collects the payment, issues the receipt and handles the applicable taxes.

Refunds are also made through Paddle, to the same payment method you paid with. Your card details are held by Paddle only and never reach us.

2. When you get a refund

You can get a full refund within 14 days of any charge, whether it is your first payment or a renewal, as long as you have not used the paid plan since that charge.

Using the plan means, for example, hosting a game, creating AI questions or uploading images or videos after the charge. So if you subscribed and changed your mind before you started, or your subscription renewed and you forgot to cancel, you get all your money back.

Once you have started using the plan, you can still cancel at any time: the next renewal is stopped and the plan stays active until the end of the period you paid for.

We do not charge any cancellation fee.

3. Cancelling a subscription

• You can cancel your subscription at any time from your dashboard, or through the subscription management link in the receipt we emailed you.
• Cancelling stops the next renewal. The paid plan stays active until the end of the period you paid for, and then the account returns to the free plan.
• Except in the cases described in section 2, cancelling does not entitle you to a pro-rata refund for the rest of the period, unless the law that applies to you says otherwise.
• The quizzes you created stay in your account after a cancellation or a refund.

4. How to request a refund

• Email support@glowit.io from your account's email address and include the order number shown on your receipt.
• You can also contact Paddle directly at paddle.net with your receipt details.
• We usually reply within 2 business days. Once approved, the refund usually appears within 5 to 10 business days, depending on your bank or card issuer.
• When the refund is made, the paid plan is cancelled immediately and the account returns to the free plan.

5. Problems on our side

If the service did not work and you could not use the plan you paid for, contact us even after the 14 days. We review every request and will find a fair solution, including a full or partial refund.

If there is a problem with a charge, please contact us before opening a chargeback with your card issuer. In most cases we can sort it out faster.

6. Abuse

We may refuse a refund only in cases of clear abuse, for example repeated refund requests from the same person or a breach of our Terms of Service. Even then, your statutory rights are not affected.

7. Your statutory rights

This policy does not limit the rights that the law of your country of residence gives you as a consumer. In Israel, this includes the right to cancel under the Israeli Consumer Protection Law, 5741-1981. In the European Union and the United Kingdom, this includes the right of withdrawal for distance contracts.

In the European Union and the United Kingdom, the 14-day right of withdrawal for digital content or services ends once you start using the plan only if, at checkout, you asked for the plan to start immediately and acknowledged that you thereby lose your right of withdrawal.

Where our policy is more favourable to you than the law, our policy applies.

Billing questions

For questions about a payment, a cancellation or a refund:

Noam Nissan, operator of Glowit.io

support@glowit.io