1. Scope of This Policy
This Refund Policy explains when and how Tukera issues refunds for paid subscriptions, add-ons, and one-time purchases. It should be read together with our Terms of Service.
Payments are processed by our payment processor, Creem. Refunds are always returned to the original payment method; we do not issue refunds to a different card or account.
2. Refund Eligibility
You may request a refund in the following cases:
- Recurring subscriptions — within 14 days of the initial purchase, provided you have consumed no more than 10% of the paid plan's usage quota in that period;
- Renewal charges — within 7 days of an automatic renewal you did not intend, provided no paid-quota usage occurred after the renewal;
- One-time purchases and add-ons — within 7 days of purchase, provided the purchased quota or service is unused;
- Service failures — where a technical problem on our side prevented delivery of the purchased service for a material period, regardless of the windows above.
- Statutory rights — nothing in this policy limits refund or cancellation rights you have under mandatory consumer-protection law in your jurisdiction.
3. Non-Refundable Items
The following are not eligible for refunds:
- Subscription periods in which more than 10% of the paid quota was consumed, or after the eligibility windows above;
- Partial-month service after cancellation — cancelling stops future renewals but does not prorate the current period;
- Quota top-ups or add-ons that have been partially or fully consumed;
- Enterprise contracts and custom agreements, which are governed by their own terms;
- Accounts suspended or terminated for violation of our Terms of Service, including abuse, fraud, or circumvention of quotas;
- Charges older than 60 days, except where required by law.
4. How to Request a Refund
To request a refund:
- Email support@tukera.com or contact us through the in-app feedback center from the email address associated with your account;
- Include your order ID (found in your purchase receipt or billing page), purchase date, and the reason for your request;
- We may ask for additional information to verify the request.
5. Review & Processing
We review refund requests within 3–5 business days and may approve, partially approve, or decline with an explanation.
Approved refunds are issued to your original payment method within 5–10 business days. The exact posting time depends on your bank or card issuer.
When a subscription refund is approved, paid access ends and the account returns to the free tier. Learning data (progress, flashcards, history) is retained; only paid entitlements are removed.
6. Partial Refunds & Goodwill
In exceptional cases — for example, prolonged service outages or a demonstrated failure of a purchased feature — we may, at our discretion, offer partial refunds or service credits for the unused portion of a billing period. Partial refunds are evaluated case by case and do not create a precedent for future requests.
7. Chargebacks & Disputes
If you have a billing concern, please contact us first — most issues can be resolved faster than a chargeback. We may dispute chargebacks filed for charges consistent with this policy. Accounts associated with fraudulent or abusive chargebacks may be suspended.
8. Changes to This Policy
We may update this Refund Policy from time to time. Changes apply prospectively to purchases made after the effective date and will be posted on this page with an updated "Last Updated" date.
9. Contact Us
Questions about refunds or billing? Email support@tukera.com or reach us through the in-app feedback center — we typically respond within 1–2 business days.