Refund Policy

Reading note. This Policy explains when a refund is available and how it is processed. Refunds are handled manually by WiseWave Limited through our payment provider (Stripe) to your original payment method. Plans, billing, and cancellation are in the Subscription Terms (/legal/subscription-terms); the overall contract is the Terms of Service (/legal/terms).

1. Purpose

Purpose. To set out when WiseWave Limited provides refunds for paid subscriptions and premium features on Tirvea, how your statutory right of withdrawal applies, and how a refund is requested and processed. This Policy forms part of your agreement with WiseWave Limited (Terms of Service, /legal/terms).

2. Scope

Purpose. To state what this Policy covers. It covers refunds for paid subscriptions purchased through the Service (Plus and Gold), billed by Stripe. It does not cover the plans and billing mechanics themselves (Subscription Terms, /legal/subscription-terms), how your data is processed (Privacy Policy, /legal/privacy), or enforcement outcomes for policy breaches (Account Suspension Policy, /legal/account-suspension). If you bought a subscription through a third-party app store, that store's refund rules may also apply.

3. Definitions

Purpose. To define refund terms. Terms defined in the Terms of Service (/legal/terms) and Subscription Terms (/legal/subscription-terms) keep their meaning.

"Refund" - a return of a payment, in whole or in part, to your original payment method through Stripe.
"Withdrawal" / "cooling-off" - the statutory right of a consumer to withdraw from a distance contract within 14 days.
"Billing period" - the recurring interval for which you are charged (currently one month).
"Duplicate payment" - more than one charge for the same subscription and period.
"Chargeback" - a payment reversal you initiate through your bank or card provider.

4. Eligible Refunds

Purpose. To explain when a refund may be available. A refund may be available where:

you exercise a valid right of withdrawal within the cooling-off window (§10 and below);
there was a duplicate payment (§6) or a billing error (§7);
a refund is required by applicable consumer law; or
we decide, at our discretion, to issue one (for example, a goodwill refund).

Refunds are processed manually by WiseWave Limited through Stripe to your original payment method; there is no automatic or self-service refund. To request one, contact info@tirvea.com with your account email and the charge date (§15). Approval of a discretionary refund is not guaranteed and does not set a precedent. [Legal review required before publication - confirm the eligibility grounds and the manual request route.]

5. Non-refundable Purchases

Purpose. To explain what is generally not refundable. Except where the law requires otherwise or we agree at our discretion:

subscription fees for a billing period already provided are generally non-refundable;
cancelling a subscription stops future renewals but is not itself a refund for the current period (§10); and
amounts already consumed under a partially performed service within a withdrawal window may be deducted from any refund (see withdrawal, below).

There are no promotional or coupon purchases on the platform, so none arise here. Nothing in this section removes a refund the law requires. [Legal review required before publication - confirm the non-refundable framing against consumer law.]

6. Duplicate Payments

Purpose. To explain duplicate charges. The Service is designed to prevent duplicate charges: repeated checkout attempts for the same plan share an idempotency key, so Stripe returns the same session rather than creating a second charge. If, despite this, you are charged more than once for the same subscription and period, contact info@tirvea.com; where we confirm a genuine duplicate, we arrange a manual refund of the duplicate charge through Stripe to your original payment method. [Legal review required before publication - confirm the duplicate-refund handling is a manual Stripe action.]

7. Billing Errors

Purpose. To explain billing errors. If you believe you were charged in error (for example, an incorrect amount, or a charge after a valid cancellation took effect), contact info@tirvea.com with the charge date and amount. We investigate against the payment and subscription records and, where we confirm an error, correct it and arrange any refund due through Stripe. A refund issued in Stripe may not be immediately reflected in your in-app payment history; the amount returned to your payment method is the authoritative record. [Legal review required before publication - note the reconciliation gap between a Stripe refund and the local payment record.]

8. Chargebacks

Purpose. To explain chargebacks. You may have the right to ask your bank or card provider to reverse a charge. We ask that you contact info@tirvea.com first so we can resolve the issue directly, which is usually faster. If you open a chargeback, it is handled through Stripe and your card provider; the platform does not run a separate in-app dispute process. We may provide the payment provider with records relating to the transaction. A chargeback or unresolved balance may affect your access to paid features and, where warranted, your account (Terms of Service, /legal/terms; Account Suspension Policy, /legal/account-suspension). [Legal review required before publication - confirm chargebacks are handled entirely within Stripe, with no in-app dispute workflow.]

9. Fraud

Purpose. To explain refunds in cases of suspected fraud. If a payment is flagged as fraudulent or unauthorised (for example, a stolen card, or account takeover), we may reverse or refund the payment through Stripe, decline or cancel the subscription, and take action on the account under the Terms of Service (/legal/terms) and Account Suspension Policy (/legal/account-suspension). If you believe a charge on your account was not authorised by you, contact info@tirvea.com promptly. We may request information to verify the report. [Legal review required before publication - confirm the fraud-refund route is a manual Stripe action and align with the risk and trust engines.]

10. Subscription Cancellations

Purpose. To explain the relationship between cancellation, withdrawal, and refunds.

Cancellation. You can cancel at any time. Cancellation takes effect at the end of the current billing period: you keep your plan until then and are not charged again. Cancelling is not a refund of the current period (Subscription Terms §11, /legal/subscription-terms).
Right of withdrawal (EU/EEA consumers). If you are a consumer, you generally have 14 days to withdraw from the purchase of a digital service without giving a reason, starting when you subscribe.
Immediate access and its effect. Because a subscription gives immediate access to paid features, you may be asked to agree that the service starts straight away. Where you have agreed to immediate performance and the service is then fully performed, the withdrawal right no longer applies; where the service has been only partly performed within the 14 days, any refund may be reduced in proportion to what has already been provided. How this acknowledgement is presented and recorded at checkout is being confirmed. [Legal review required before publication - confirm how the immediate-performance acknowledgement is captured at checkout.]
Plan changes. Upgrades and downgrades are handled as an in-place proration on the subscription, not as a refund to your card (Subscription Terms §9-§10, /legal/subscription-terms).

Nothing here limits the statutory rights of a consumer.

11. Processing Time

Purpose. To set expectations on timing. When you contact us for a refund, we aim to respond within a few business days. Where we approve a refund, we issue it through Stripe to your original payment method; the time for the funds to appear on your statement is determined by Stripe, your bank, and your card provider, and is outside our control. Because refunds are issued manually, an approved refund is processed as soon as reasonably practicable after approval. [Legal review required before publication - set any specific service-level commitment with counsel.]

12. Taxes

Purpose. To explain tax on refunds. Tax, including VAT where applicable, is calculated and collected by Stripe at checkout. When a refund is issued through Stripe, the tax portion is reversed proportionally to the amount refunded. We do not separately calculate or hold tax; the tax treatment of a refund follows the payment provider's handling and the applicable rules. [Legal review required before publication - confirm the tax-reversal treatment for full and partial refunds.]

13. Appeals

Purpose. To explain how to challenge a refund decision. If we decline a refund and you believe the decision is wrong, you can ask us to review it by replying to info@tirvea.com with any further information. A different reviewer considers the request where practicable. This internal review does not limit your statutory rights, including your right to bring a complaint to a competent consumer authority or to pursue other legal remedies. Where a refund relates to an account enforcement decision, the appeal routes in the Account Suspension Policy (/legal/account-suspension) also apply. [Legal review required before publication - confirm the appeal route and any external complaint channels.]

14. Policy Updates

Purpose. To explain changes to this Policy. We may update this Policy from time to time. Where required by law, we give notice of material changes. Changes are prospective and do not reduce a refund right that had already accrued to you, and they do not limit your statutory rights. The current version and its effective date are shown on this page. Changes are also subject to the Terms of Service (/legal/terms).

15. Contact

Purpose. To tell you how to reach us about a refund.

Contracting entity: WiseWave Limited (Company Number 762171)
Registered office: 39 Cooley Park, Dundalk, Co. Louth, A91 AP2V, Ireland
Email: info@tirvea.com

To request a refund, email info@tirvea.com with your account email and the charge date (and amount, if known). For plans and billing, see the Subscription Terms (/legal/subscription-terms); for the overall contract, the Terms of Service (/legal/terms); for billing-data handling, the Privacy Policy (/legal/privacy). Nothing in this Policy limits your rights under Irish or EU consumer law.