Refund Policy
When and how we refund — written in plain English.
01 Overview
This Refund Policy explains when and how the Operator (WEB rješenja d.o.o., OIB 97669668809, Zagreb) refunds payments made for the Nebion Service. It supplements, and does not override, mandatory consumer rights under EU law where applicable.
02 Monthly & annual subscriptions
14-day satisfaction window (new accounts)
If you sign up for a paid plan for the first time and decide it's not a fit, you can request a full refund of the first month's or first year's subscription fee within 14 days of the initial charge. After 14 days the policy below applies.
Monthly plans
Monthly plans renew on the same calendar day each month. You may cancel at any time via the dashboard; cancellation takes effect at the end of the current billing cycle. We do not refund partial months.
Annual plans
Annual plans are paid upfront. If you cancel before the end of the term, we refund unused full months on a prorated basis, less any discount that was contingent on annual prepayment (which we revert to the equivalent monthly rate for the months actually used).
03 Usage charges & add-ons
Usage-based charges (egress beyond included quota, Storage above plan allocation, on-demand build minutes, etc.) reflect resources actually consumed and are non-refundable, except where caused by a verified billing error.
One-off add-ons (e.g. premium support upgrades) are non-refundable once activated.
04 SLA service credits
If a covered service falls below its SLA target, your remedy is a service credit calculated under the SLA — not a cash refund. Service credits are applied to future invoices and cannot be combined with a cash refund for the same incident.
05 Billing errors
If you believe an invoice contains an error — duplicate charge, incorrect VAT, charge after cancellation, charge for a region or service you did not use — write to hello@ws.agency within 60 days of the invoice date. We investigate and refund any verified error to the original payment method, typically within 10 business days.
06 Termination by Customer for breach
If you terminate the Agreement for our material breach not cured within 14 days of written notice, we refund prepaid unused fees on a prorated basis.
07 Termination by Operator for breach
If we terminate your account for breach of the AUP or the Agreement (e.g. abuse, non-payment, fraud), unused prepaid subscription fees may, at our discretion, be retained as compensation for losses incurred. Usage-based fees already accrued remain payable.
08 How to request a refund
Email hello@ws.agency with:
- Account ID and the email on the account.
- Invoice number and amount in question.
- Reason for the refund request.
We respond within 5 business days. Approved refunds are returned to the original payment method and may take up to 10 additional business days to appear on your statement.
09 Taxes
Where a refund includes VAT or similar tax, we issue a credit note in line with applicable tax rules. We cannot refund taxes already remitted to authorities outside our control unless required by law.
10 Changes
We may update this Refund Policy. Changes apply to invoices issued after the effective date. Material changes will be notified at least 30 days in advance.