Refund & Cancellation Policy

This Refund & Cancellation Policy explains how cancellations and refunds work for paid subscriptions to Pulse Analytics, provided by Loovl OÜ, registry code 17497447, VAT identifier EE102982660, registered in Estonia.

This policy consolidates and restates the billing, cancellation, and refund terms that already form part of our Terms of Service (Sections 2.2, 5, 11, and 18; v1.2, effective 2026-05-10). In case of any conflict, the Terms of Service prevail.

1. Billing model

1.1. Paid Plans are billed monthly or annually, in advance, in EUR (Terms §5.1).

1.2. Merchant of Record. Payments are processed by a third-party Merchant of Record (the specific provider is named in our Sub-processors list before paid plans launch). The Merchant of Record charges your payment method, issues invoices, processes refund disbursements, and collects and remits applicable VAT and other taxes (Terms §5.2). Refunds approved under this policy are returned to the original payment method via that Merchant of Record.

1.3. Subscriptions automatically renew at the end of each billing period at the then-current rate unless you cancel before the renewal date (Terms §5.3).

2. Cancellation

2.1. You can cancel your subscription at any time through the customer portal. Cancellation stops future renewals.

2.2. Cancellation takes effect at the end of the current billing period. You retain access to the paid Plan until then, and you are not charged again after cancelling (Terms §11.1).

2.3. Cancelling a subscription is not by itself a refund of the current period — see Section 3 for when a refund applies.

2.4. You can also delete your Account and all Customer Data at any time from the dashboard (Terms §11.1).

3. Refunds

3.1. General rule. Subscription fees are non-refundable, except in the cases below (Terms §5.5):

• (a) Mandatory consumer-protection law. Where a refund is required by mandatory consumer-protection law that applies to you, that law prevails (see also Section 5).
• (b) Material reduction of paid functionality. If we materially reduce the functionality of a paid Plan, we give at least 30 days' prior notice; if the reduction adversely affects you, you may terminate and receive a pro-rata refund of prepaid fees for the unused period (Terms §2.2, §5.5).
• (c) At our discretion. We may grant a refund at our discretion on a case-by-case basis.

3.2. Annual subscriptions — 14-day window. Annual subscriptions can be refunded pro-rata for the unused period if requested within the first 14 days of purchase (Terms §5.5).

3.3. Termination by us without cause. If we terminate your Account without cause (on 30 days' notice), we refund pro-rata any prepaid fees for the unused period (Terms §11.3).

3.4. Disagreement with updated Terms. If we make material changes to the Terms and you do not agree, you can cancel before the changes take effect and we refund pro-rata any prepaid fees for the unused period (Terms §18.2).

3.5. Free Plan. The Free Plan involves no payment, and therefore no refunds.

4. How to request a refund

4.1. Contact us at support@loovl.eu (billing) or legal@loovl.eu (legal) from the email address associated with your Account, stating your Account and the reason for the request.

4.2. We aim to respond within a reasonable time. Approved refunds are processed by our Merchant of Record to your original payment method; the time for funds to appear depends on your payment provider.

4.3. You can also contact our Merchant of Record directly about a payment or invoice using the buyer-support details shown on your receipt or invoice.

5. Statutory consumer rights

5.1. Nothing in this policy limits any mandatory consumer-protection rights you have under the law of your country of habitual residence where those rights grant you more than this policy provides (Terms §17.3).

5.2. EU online dispute resolution. EU consumers may also use the European Commission's online dispute-resolution platform: https://ec.europa.eu/consumers/odr (Terms §17.4).

6. Contact

For questions about cancellations or refunds:

Email: support@loovl.eu (billing) · legal@loovl.eu (legal) Postal address: Loovl OÜ, Ravi tn 19-1, 30326, Kohtla-Järve, Ida-Virumaa, Estonia