Refund policy

How to request a refund

1. Send a message to support@pairwise.online from the email address used at purchase, or naming it.
2. Include the order or transaction reference from the payment confirmation, and the date of purchase.
3. Write “Refund” in the subject line so the request is routed correctly.

Requests are acknowledged within two business days. Where the transaction can be identified from the information supplied, no further correspondence is needed.

Timing

Approved refunds are submitted to the payment provider within five business days of the request. The funds then take a further period to appear, set by the provider and the issuing bank rather than by Pairwise: commonly 5 to 10 business days for a card, and sometimes a full billing cycle where the original charge has already been posted to a statement. Refunds are issued to the original payment method; no alternative method is available.

Currency

Refunds are issued in the currency of the original transaction, for the amount originally charged. Where the paying bank applied a currency conversion, the amount received may differ from the amount originally debited because the exchange rate has moved. That difference is set by the bank and is outside the control of Pairwise.

Scope and limits

• The window is 30 days from purchase. Requests made after it are outside this policy, although statutory rights are unaffected.
• Refunds cover the purchase price. Bank charges or conversion fees applied by a third party are not refundable by Pairwise.
• Where the same material has been refunded once, a further purchase of it is not covered by a second refund request.
• Where a purchase shows indications of fraud, or where material has been redistributed in breach of the terms of use, a request may be declined and the reason given in writing.

Access after a refund

Once a refund is issued, the licence to use the material ends and any copy held should be deleted. Where access was supplied through a link or account, that access is withdrawn.

Chargebacks

A bank dispute takes considerably longer than an email request and produces the same outcome. Where a charge is unfamiliar, the support address will identify it by date, amount, and description on the same day it is read. Statutory rights to dispute a payment through a bank remain available regardless of this policy.

Statutory rights

This policy operates alongside consumer law and does not replace it. Under the Brazilian Consumer Protection Code (Law 8.078/1990, Art. 49), purchases made outside a commercial establishment carry a seven-day right of withdrawal. Consumers in the European Union, the United Kingdom, and other jurisdictions retain the withdrawal and cancellation rights their own law provides. Where a statutory right is more favourable than this policy, the statutory right prevails.

Questions

Anything unclear in this policy can be raised at support@pairwise.online before a purchase is made.