Refunds
In effect since 2026-11-04
The Ukrainian text is the one that governs. This is a translation of it.
Refund policy for a Paid Plan
This policy is published by ФОП Латковська Вікторія Валеріївна (the Provider). Capitalised terms mean what they mean in the Contract, the public contract under which a Shop is opened on the Platform.
1. What the policy covers
1.1. This policy covers every payment for a Paid Plan, however it was made: on the page of the Payment Service the pay button leads to, by an invoice in Telegram or by a transfer to the Provider's account. It is the procedure clause 9.5 of the Contract refers to.
1.2. When a payment is made on the page of Paddle, Paddle is the reseller and the merchant of record: Paddle sells the Paid Plan to the Customer and takes the payment on its own terms. In that case the party the Customer paid is Paddle: it issues the Customer the payment and tax documents, takes claims about the payment and returns the money. Paddle's terms for buyers apply together with this policy, and where they give the Customer more than it does, they prevail.
1.3. When a payment is made in any other way, the party the Customer paid is the Provider.
1.4. Where this policy and the Contract read differently, what prevails is: first the rules of law that cannot be departed from; then section 3 of this policy; then the rest of this policy as to refunds; then section 12 of the Contract; then the rest of the Contract.
2. A refund within 14 days
2.1. Within 14 (fourteen) days of a payment for a Paid Plan, the Customer may ask for it to be refunded, for any reason or none, and the whole amount of that payment is then refunded.
2.2. The period for each payment is counted from its own date.
2.3. The request is sent in writing to the Provider at support@instatg.com, naming the Shop and the date of the payment. The Provider carries it out once the Customer confirms the request through the Platform Bot (clause 3.3 of the Contract), and the period is kept if the request was sent within the 14 days. A payment through Paddle may also be asked back from Paddle itself at paddle.net, where it is found by the email address it was made with; a refund within the first 14 days the Provider then asks of Paddle itself, and Paddle returns the payment.
2.4. If the request cannot be confirmed through the Platform Bot because of a failure of the Bot or the Platform, the Provider recognises the Customer otherwise: by the Telegram account the Shop was opened with, or by details of the payment only the payer knows; the period under clause 2.3 does not suffer from it.
2.5. No more than one payment is refunded to a Customer in any 12 (twelve) months, across all the Shops the Customer holds: a request sent less than 12 months after the previous refund is not granted. This limit concerns only the voluntary refund under clause 2.1 and not the refunds named in section 3.
3. Refunds the limits do not concern
3.1. Regardless of the 14 days and of the limit in clause 2.5, the Provider returns:
(a) the part of the fee for a paid period left unused when the Provider stops serving the Shop, ends the Contract or stops the Platform (clauses 12.3, 12.5 and 12.7 of the Contract);
(b) a charge the Payment Service made after the Customer turned the Subscription off (clause 9.5 of the Contract);
(c) a payment charged twice for the same period, and a charge the Customer did not authorise;
(d) the fee for a period during which the services of the Paid Plan were in fact not provided through the Provider's fault;
(e) whatever the law of Ukraine obliges it to return.
3.2. For a payment through Paddle the Provider asks Paddle for such a refund, and Paddle returns the payment.
4. How the money goes back
4.1. A payment on the page of a Payment Service and a payment by an invoice in Telegram are refunded through the same service to the card or account they came from. A payment through Paddle is refunded by Paddle.
4.2. A transfer to the Provider's account is returned by the Provider by a transfer to the account it came from.
4.3. If a refund to the same instrument is impossible (the account closed, the card reissued), the Customer names, in the same request confirmed through the Platform Bot, another account in their own name, and the Provider returns the money there.
4.4. The Provider answers the request within 10 (ten) days of its confirmation: it returns the payment or refuses in writing, naming the reason. The Provider instructs the Payment Service, Paddle or its bank to return the money no later than 5 (five) working days after granting the request; when the money reaches the Customer depends on their bank and on the Payment Service, not on the Provider.
4.5. With the payment, the Shop loses the period it paid for. If no paid period is left, the Shop returns to the Free Plan at once, and nothing is removed from it. The Subscription the payment was made under is turned off.
5. After 14 days
5.1. A payment asked back later than 14 days after it was made is not refunded by the Provider, except in the cases named in section 3.
5.2. Such a request about a payment through Paddle is decided by Paddle under its own refund policy and buyer terms: Paddle may refund the payment in full or in part, or refuse. The cases of section 3 the Provider asks Paddle to refund even then.
6. Other
6.1. This policy does not limit any right the Customer has under the law that applies to them, nor any duty of the Provider under the Contract.
6.2. Questions about this policy may be sent to the Provider at support@instatg.com.