Refund policy

In short

• First payment: if Plus is not for you, ask for a refund within 14 days and we will give you the full amount back, no questions asked.
• Free trial: if you cancel before it ends, nothing is charged. If you do not cancel, the 14 days start with the first charge, when the trial ends.
• Annual renewal: if your annual plan renews and you did not want it to, ask for a refund within 14 days of the charge and we will refund it.
• Monthly renewal: not refundable. Cancel whenever you like and you will not be charged again; Plus stays active until the end of the month already paid.
• Charges made in error: if you are charged twice, or Plus does not work because of a fault on our side that we cannot fix, we will refund what is due.

If you paid in the Android app (Google Play)

Google Play takes the payment for the subscription and is the one that issues the refund, always to the same payment method.

Within 48 hours of a charge you can ask Google Play for a refund directly, from play.google.com, in your order history.

After that, write to us at contacto@conocevalencia.es from your account email and include the Google Play order number (it starts with “GPA.”). We apply this same policy and issue the refund through Google Play.

If you paid on the website (Paddle)

Purchases on the website are processed by Paddle.com, our authorised reseller and Merchant of Record for the order: Paddle takes the payment, issues the invoice and handles refunds.

To ask for a refund, use the subscription management link in your purchase confirmation email or go to paddle.net. If you are a consumer in the European Union, you will also find the button to withdraw from the purchase there.

You can also write to us at contacto@conocevalencia.es and we will ask Paddle to process it. The money goes back to the same payment method within 14 days at most.

Cancelling is not the same as a refund

Cancelling the subscription only stops the next renewal: it does not give back what has already been charged. If you want both, cancel and ask for a refund. On Google Play, cancel under Payments & subscriptions → Subscriptions; if you subscribed on the website, from the link in your purchase email.

What happens after a refund

Plus is switched off and your account returns to the free plan. You keep your account, your favourites and your alerts: those that depend on Plus stop until you subscribe again.

When there is no refund

Outside the cases above, periods that have already started and parts of a period are not refunded. Nor are refunds given where there are signs of fraud or abuse, such as subscribing and asking for a refund again and again.

Your rights

If you are a consumer in the European Union, you can withdraw from the purchase within 14 days of the first payment without giving any reason. This policy respects that right and does not limit any other right you have under the law, such as complaining if the service does not work as described.