Refund Policy

Cancelling, and your 14-day right to change your mind

Plus starts with a 7-day free trial, and we charge nothing during it. Cancel before the trial ends and you have paid nothing, so there is nothing to refund. That is the whole answer for almost everybody. The rest of this section only matters once a payment has been taken.

You buy Plus at a distance, without meeting us. If you are a consumer in the European Union, you have 14 days from the day you subscribe to change your mind and withdraw, and you do not have to give a reason. Write to support@verissimum.com inside those 14 days; one plain sentence saying you withdraw is enough. The free trial covers the first 7 of those days, so your first charge lands while you can still withdraw.

Plus works the moment you subscribe, which is inside those 14 days. European law lets a seller ask you for two things at that point: an express request to start the service straight away, and an acknowledgement that you lose the withdrawal right once the service has been delivered in full. Verissimum asks you for neither. There is no box to tick in our checkout, and no such wording on your order. So watching a film in the first 14 days does not take your withdrawal right away, and we do not keep a share of the price for the days you watched. If you withdraw inside the 14 days and you were charged, you get that payment back in full.

Cancelling is a different thing from withdrawing, and you can do it at any time, for any reason, trial or no trial. Cancelling stops the next renewal. It does not cut short the period you have already paid for: Plus stays on until that period ends, and the account goes back to Free after it.

If a payment fails, we do not switch Plus off at the first failed attempt. The seller retries your card for days, on its own schedule, and Plus stays on while it does. The account goes back to Free once the seller has given up and told us the subscription is over.

Cancel where you bought it, because that is the only place that can stop the charge:

• On the website: open the plans page in your account and choose Manage billing, which opens the seller’s own page.
• In the iPhone or iPad app: open Settings on the device, tap your name, then Subscriptions.
• In the Android app: open the Google Play Store app, then Payments and subscriptions, then Subscriptions.

Whoever took your money is the only one who can give it back, and in both app stores that is not us. A subscription bought inside the iPhone or iPad app is sold to you by Apple, and only Apple can refund it: ask at reportaproblem.apple.com. A subscription bought inside the Android app is sold to you by Google, and only Google can refund it: ask from your order history at play.google.com. That payment never reaches us, so we cannot return it, and writing to us cannot move it. Write to us anyway if a store turns you down: we will tell the store what we can see about your account, and we will close the subscription on our side.

On the website, Paddle is the seller of record. Paddle takes the payment, handles the VAT for the country you are in, and is the name that appears on your card statement, not Verissimum. For a subscription bought on the website, a withdrawal or a refund still goes through us: write to support@verissimum.com and we ask Paddle to return the money.