Refund Policy

1. Core principle — refunds start where the payment happened

CardWho does not take card details directly. All purchases happen:

• On iOS (iPhone, iPad) through the Apple App Store,
• On Android through Google Play.

Your refund request therefore starts with the relevant store. When the store approves the request, the payment is refunded through the same method. We are not at the center of the process, but we will support you and point you to your consumer rights when needed.

2. Apple App Store refunds

Apple evaluates refunds under its own policy. The steps are:

1. Visit reportaproblem.apple.com in your browser.
2. Sign in with your Apple ID.
3. Pick the relevant "CardWho" purchase.
4. Select "Request a refund" and explain the reason.

The decision usually arrives within 24 to 48 hours. If Apple approves, the refund lands on the same payment method within 5 to 10 business days. Apple's decision is binding, and we trigger the in-app reversal of the purchase.

With Apple's "Ask to Buy" feature, a parent can deny the purchase before it lands on the device — in that case, no charge is made.

3. Google Play refunds

Google Play offers "one-tap refunds" within 48 hours. The steps are:

1. In the Google Play app, tap your profile icon → Payments and subscriptions → Budget and order history.
2. Pick the relevant "CardWho" purchase.
3. Tap "Request a refund" and add a comment if asked.

After 48 hours, refund requests are evaluated case by case. You can reach us, or contact Google directly, through the Google Play support page.

4. European Union — Consumer Rights Directive (2011/83/EU)

Consumers based in EU member states have a 14-day right of withdrawal from the date the distance contract is concluded (Art. 9).

4.1. Digital-content exception (Art. 16(m))

Under Article 16(m) of the directive, the right of withdrawal expires when all three of the following are met:

• The consumer has given prior express consent to performance starting.
• The consumer has acknowledged that they will lose the right of withdrawal once performance starts.
• The trader has provided confirmation of the consent and the loss of the right of withdrawal.

The PRO-content purchase flow includes a confirmation screen that covers all three. Once you confirm, access to the digital content begins, so the right of withdrawal expires; this is a statutory rule and not at our discretion.

Even when this exception applies, the store (Apple or Google) may still issue a refund under its own policy. So even if statutory withdrawal is no longer available, a refund is often still possible.

5. Türkiye — Distance Contracts Regulation and right of withdrawal

As a consumer based in Türkiye, you have a 14-day right of withdrawal under the Distance Contracts Regulation (Official Gazette: 27.11.2014/29188), without giving any reason, from the date the distance contract is concluded.

5.1. Exceptions to the right of withdrawal (important)

Under Article 15 of the same regulation and Article 48 of Law no. 6502 on Consumer Protection, the right of withdrawal cannot be exercised in cases such as:

• Contracts for non-tangible digital content delivered electronically and instantly, where performance has been started with the consumer's consent and the consumer has been informed in advance that they waive the right of withdrawal.

PRO category packs in CardWho qualify as "instantly delivered digital content": access opens the moment the purchase is confirmed. The purchase flow informs you of this and collects your consent; after that consent, the right of withdrawal cannot be exercised by law.

Despite this statutory exception, you can still request a refund in cases such as billing errors, double charges, or unintended use. We always evaluate the request, and the store's own policy does not conflict with this exception and is usually more flexible.

5.2. Disputes and resolution

For purchases made as a consumer in Türkiye, we ask that you try to resolve the matter with us first. If we cannot reach a solution, you can apply to the relevant Consumer Arbitration Committee or Consumer Court.

6. United States — store-led refunds

There is no federal cooling-off period for digital purchases in the United States. Refunds for US users follow the policies of Apple App Store and Google Play described in sections 2 and 3.

Some US states grant additional consumer rights (for example, California's specific protections around recurring subscriptions). When such rights apply, we honor them in addition to the store policy. CardWho does not currently offer subscriptions; if it does in the future, applicable cancellation rights will be reflected here.

7. Subscription cancellations (if any)

CardWho does not currently offer recurring subscription products; all PRO content is a one-time purchase. If a subscription is offered in the future:

• You cancel it through the subscription settings of the store where you purchased it (App Store: Settings → [Your name] → Subscriptions; Google Play: Account → Payments and subscriptions → Subscriptions).
• After cancellation, access continues until the end of the current billing period.

8. Access issues and technical refunds

If a technical fault prevents you from accessing content you bought, write to us through the contact form with the "Bug report" topic. We prioritize fixing the issue, and if it cannot be resolved, we provide a reference statement to the store for the refund.

9. Authorities

• Türkiye: Consumer Arbitration Committee or Consumer Court (within the monetary thresholds set by the Ministry of Trade).
• EU: European Commission Online Dispute Resolution platform — ec.europa.eu/consumers/odr.
• US: The Federal Trade Commission (ftc.gov) and your state Attorney General's consumer protection office.

10. Contact

For questions about a refund or cancellation, send a message via the contact form with the "Support request" or "Legal / privacy" topic.

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Legal notice: this page is for information only and is not a substitute for legal advice. For a specific dispute, we recommend consulting a lawyer.