Refunds & cancellation

Last updated: 4 May 2026

This page explains, in plain language, what happens when you cancel a paid subscription on suPlay Poll and when refunds are or are not available. The legally binding text is in our Terms of Service, but the substance is summarised here.

How to cancel

Open Settings → Billing and click Cancel subscription. Cancellation takes effect at the end of the current paid period; you keep access to the paid features until that date. You can also schedule a downgrade to a lower tier or switch billing cycles from the same screen.

Refunds at a glance

Situation	Refund?
You cancel a monthly or yearly subscription	No refund. Service continues until the end of the current paid period; the next renewal does not occur.
You change plans mid-cycle	Upgrades are billed pro-rata for the remainder of the period. Downgrades take effect at the next renewal; no refund is issued for the unused premium portion.
You used the Service less than expected	No refund for unused capacity (events, participants, AI calls, etc.).
We materially reduce features on a paid plan you are currently on	You may cancel within 30 days of the change for a pro-rata refund of the unused portion of your prepaid period.
We suspend or terminate your account for cause (clause 9 of the Terms)	No refund.
Demonstrable double-charge or technical billing error	Full refund of the duplicated amount within 14 days of confirmation.
Consumer cooling-off (see below)	Limited — see "14-day cooling-off" section below.

14-day cooling-off (consumers only)

Consumers in the EU normally have a 14-day right of withdrawal for distance contracts. Because suPlay Poll is digital content delivered immediately on signup or upgrade, by activating a paid plan you expressly request immediate execution and waive the right of withdrawal once execution begins, in line with Article 16(m) of the EU Consumer Rights Directive (Directive 2011/83/EU) and Article 7:408a of the Dutch Civil Code.

If you change your mind before using any paid feature, email info@suplay.nl within 14 days of activation; we will refund the prepaid fee in full (we may verify usage from access logs first). If you have already used the Service, we will refund the prepaid fee less the value of the days already used at the standard daily rate of the plan.

This section applies only to natural persons acting outside the course of a trade, business, craft, or profession. Business Customers are governed by clauses 6 and 7 of the Terms, which do not include a cooling-off period.

Sample withdrawal form (consumers)

You may copy this form and email it to info@suplay.nl:

To: suPlay B.V., info@suplay.nl
I hereby give notice that I withdraw from my contract for the
following service:

  - Plan name and cycle: ___________________________
  - Date of activation:   ___________________________
  - Account email:        ___________________________
  - Customer name:        ___________________________
  - Date:                 ___________________________
  - Signature (paper only): ________________________

Invoices and receipts

You can download invoices for any past billing event from Settings → Billing → Invoices. Invoices include the full legal name and registration number of suPlay B.V., your account details (and VAT number, if provided), the line item, the VAT breakdown, and the payment date. PayPal also keeps a parallel record of every transaction at paypal.com under your account.

Disputes & chargebacks

Please contact us at info@suplay.nl before initiating a chargeback or PayPal dispute — most issues are resolved within one business day. Unjustified chargebacks (initiated where a refund or correction was already offered) may result in account suspension and recovery of dispute fees levied by PayPal.

Out-of-court dispute resolution

Consumers in the EU may use the European Commission's online dispute-resolution platform at ec.europa.eu/consumers/odr. We are not obliged and do not commit to participate in dispute resolution before a consumer arbitration board.

Contact

suPlay B.V., Ruwerstraat 9, 7545 SM Enschede, The Netherlands.
Email: info@suplay.nl.