Refund Policy

1. Overview

This Refund Policy explains how payments work for Pole Apex subscriptions. It should be read together with our Terms of Service and pricing page.

Pole Apex operates Pole Apex from Shkolla e Baletit, Rruga Petronin Luarasi, Tirana, Albania. By subscribing to a paid plan, you acknowledge the terms below.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

Paddle.com is our payment provider and Merchant of Record. When you pay for a subscription, the contract for that payment is with Paddle; Paddle processes your card or wallet, handles tax where applicable, and manages payment-related customer service and refund requests for those transactions. Product support for the Pole Apex platform remains with us at support@poleapex.com.

2. No refunds on subscriptions

All subscription fees are non-refundable once charged. This applies to all monthly subscription plans (Soft, Medium, and Hard), including partial months, unused time, downgrades mid-cycle, and accounts closed after payment.

We do not provide refunds because you changed your mind, stopped using the dashboard, forgot to cancel before renewal, or did not use specific features during a billing period.

3. Free trial

All plans include a 5-day free trial. During the trial you can explore the full feature set of the selected plan without being charged, provided you have not already used a trial for the same account or league.

If you do not want to continue on a paid plan, cancel before the trial ends in the dashboard. Once a trial converts to a paid subscription and we charge your payment method, that charge is non-refundable under section 2.

4. Cancellation vs refund

Cancelling your subscription stops future billing. You keep access until the end of the current paid period. Cancellation does not entitle you to a refund for the current or any previous billing period.

All tiers — Soft (€30), Medium (€50), and Hard (€70) — are billed monthly. Downgrading to a lower tier does not refund the difference for the current billing period.

5. Billing errors and unauthorised charges

If you believe we charged you incorrectly — for example a duplicate charge or a charge after you cancelled before renewal — contact support@poleapex.com within 14 days of the charge. We will review account and payment logs. Verified billing errors will be corrected with a reversal or account credit at our discretion; this is not a general refund programme.

Report unauthorised use of your payment method to your bank or card issuer as well as to us promptly.

6. Payment disputes and chargebacks

Because Paddle is the Merchant of Record, payment and refund disputes for subscription charges should be raised with Paddle support in the first instance. You may also contact us at support@poleapex.com; we will assist and coordinate with Paddle where needed.

Filing a chargeback without contacting Paddle or us first may result in immediate suspension of your account while the dispute is investigated. If a chargeback is found to be invalid, we may terminate the account and pursue recovery of fees where permitted by law.

7. Mandatory consumer rights

Nothing in this policy removes rights you cannot waive under mandatory law in Albania or your country of residence. If a court or regulator determines that a specific refund is required by law, we will comply. Apart from that, our no-refund rule for subscriptions stands.

8. Contact

Billing questions: support@poleapex.com. Phone: +355 68 451 6860. Legal questions about this policy: legal@poleapex.com.