Refund policy

FireTun is operated by Eer Technology SPA (hereinafter, "Eer Technology"). For internationally processed payments, Eer Technology operates with Paddle as Merchant of Record (transaction processor and receipt issuer). For Latin America, Eer Technology operates with MercadoPago. This Policy applies to all purchases made on FireTun and is to be read together with the Paddle refund policy where applicable.

The Customer may request a full refund of any purchase within 14 calendar days from the payment date, following the procedure described in Section 3. After that period, purchases are non-refundable; the Customer may cancel the subscription at any time and cancellation takes effect at the end of the paid billing period, with no further charges.

This Policy fully respects the Customer's mandatory consumer rights under applicable law. Where a conflict arises between this Policy and local law, the rule offering the Customer the highest level of protection prevails. Nothing in this Policy limits the Customer's mandatory consumer rights.

Refunds will not be issued where there is evidence of fraud, refund abuse, or manipulative behaviour.

In addition to the general 14-calendar-day period described in Section 1, consumer protection law in several countries grants a statutory right of withdrawal within the following periods counted from the first payment:

• 14 calendar days — European Union, European Economic Area, Switzerland, United Kingdom, Turkey, and Israel. In the United Kingdom, this also applies to annual renewals. When the plan includes a free trial period, a fresh 14-day window begins as soon as the trial ends.
• 7 calendar days — South Korea, Brazil, China, and Canada.
• 5 calendar days — Singapore.

In jurisdictions where the statutory period is longer than the general 14-day window, the period more favourable to the Customer prevails. The right of withdrawal may not apply when the Customer has expressly consented to the digital Service beginning before the end of the period and has expressly acknowledged losing such right once provision has started.

The Customer may request a refund through any of the following channels:

1. "View receipt" / "Manage subscription" link in the purchase confirmation e-mail.
2. Paddle portal (transactions processed via Paddle): visit paddle.net with the e-mail used for the purchase.
3. FireTun support portal— from the admin panel, section "Billing" → "Request refund".
4. E-mail to support@firetun.comwith the subject "Refund request", indicating: account e-mail, contracted plan, payment date, and reason.

We will verify eligibility against the transaction record and, once the request is approved, the refund will be processed to the same payment method originally used within a maximum of 14 calendar days from approval. Effective crediting time may vary depending on the issuing bank or payment provider. Once the refund is issued, access to the Service associated with the purchase will cease.

The Customer may cancel the subscription at any time from the admin panel or from the "Manage subscription" link in the confirmation e-mail. Cancellation takes effect at the end of the paid billing period: the Customer keeps access to the Service until that date and no new charges are generated thereafter. Cancellation alone does not produce a refund of the current period outside the windows described in Sections 1 and 2.

When a plan includes a free trial period, the first charge is made at the end of the trial. In the jurisdictions of Section 2 with a 14-day window (EU, EEA, Switzerland, UK, Turkey, Israel), the Customer will have a fresh 14 calendar days from the first charge after the trial ends to exercise the right of withdrawal.

Add-ons contracted on top of a main subscription (additional gateways, traffic packages, domains, extended retention, premium support, or others) automatically expire when the main subscription ends and follow the same refund eligibility as the related transaction (Section 1).

One-time purchases or ad-hoc transactions are refundable within the 14-calendar-day period described in Section 1 and are non-refundable thereafter.

If the Customer experiences a technical or material defect that prevents access to the features or benefits described at purchase, the following escalation procedure must be followed:

1. Contact FireTun technical support first at support@firetun.com describing the defect, the steps to reproduce it, and where possible attaching screenshots or logs evidencing the issue.
2. If after a reasonable period the defect persists unresolved and the transaction was processed via Paddle, the Customer may escalate to Paddle support at paddle.net attaching the incident details and the response received from FireTun. Paddle, in its role of Merchant of Record, may issue the refund where evidence of a material defect exists.

For transactions processed by other providers (including MercadoPago in Latin America), Eer Technology will handle the review and, where applicable, issue the corresponding refund when the material defect is established.

If the Customer has a concern about a charge, please contact us via the channels in Section 3 before initiating a chargeback or raising a dispute with your bank or card issuer. In most cases we can resolve the issue directly and faster than the bank's procedure.

While a chargeback or dispute is in progress, Eer Technology may temporarily suspend access to the Service associated with the disputed transaction until resolution. Eer Technology and, where applicable, Paddle may provide the issuing bank or payment provider with transaction details and Customer consent records to support the legitimacy of the charge. The foregoing is without prejudice to the Customer's lawful right to dispute a charge under card-scheme rules or applicable consumer protection regulations.

Eer Technology may, at its sole discretion, evaluate refund requests received within 14 calendar days of the paymentthat do not strictly fit the cases above. Approval of a discretionary refund does not constitute an obligation, precedent, or right to obtain analogous refunds in the future, and shall be without prejudice to the Customer's mandatory legal rights.

Without prejudice to the Customer's non-waivable consumer rights, no refund will be issued where there is evidence of fraud, refund abuse, or manipulative conduct on the part of the Customer, nor where the Customer has breached the Terms of Service or the Acceptable Use Policy, in which case Eer Technology may retain all amounts under applicable law.

Eer Technology may update this Policy to reflect changes in applicable law, industry practices, or payment provider requirements. The version in force at any given time will be published on this page with its last update date. Modifications will apply only to transactions processed after publication.

This Policy is to be read together with the FireTun Terms of Service, which govern applicable law, competent forum, and dispute resolution mechanisms. For transactions processed via Paddle, the Paddle buyer terms also apply (paddle.com/legal/checkout-buyer-terms).

For refund inquiries, write to support@firetun.com or manage your request from the admin panel. For legal matters related to this Policy, the appropriate channel is legal@firetun.com. For transactions processed via Paddle, you may also contact Paddle support at paddle.net.