Refund Policy

This Refund Policy explains the circumstances under which Browser.lol (operated by Zesiger.net Individual Enterprise) may issue refunds for paid services. This policy is incorporated into and forms part of our Terms of Service.

We strive to provide high-quality services and customer satisfaction. If you're not satisfied with our Services, this policy outlines your options for requesting a refund.

Important: All sales are generally considered final. Refunds are granted at our sole discretion and only under the specific circumstances outlined in this policy.

2.1. 7-Day Money-Back Guarantee (New Customers Only)

If you are a new customer purchasing a paid subscription for the first time, you may request a full refund within 7 days of your initial purchase if:

• This is your first paid subscription with Browser.lol
• You have not previously received a refund from us
• You have not violated our Terms of Service or Acceptable Use Policy
• The request is submitted within 7 calendar days of the initial charge

Note: This money-back guarantee applies only to your first subscription purchase. Subsequent subscription renewals, plan upgrades, or additional purchases are not eligible.

2.2. Service Failure Refunds

You may be eligible for a prorated refund if:

• We have experienced severe service outages resulting in Monthly Uptime below 95% as defined in our Service Level Agreement
• We are unable to provide the core Services for an extended period (more than 7 consecutive days)
• We have made material adverse changes to the Services that significantly reduce functionality

In such cases, the refund amount will be prorated based on the remaining unused portion of your subscription period.

2.3. Duplicate or Erroneous Charges

If you have been charged multiple times for the same service or incorrectly charged due to a billing error on our part, we will issue a full refund of the duplicate or incorrect charge.

2.4. Account Suspension or Termination by Us

If we suspend or terminate your account for reasons other than violation of our Terms of Service or Acceptable Use Policy, you may be eligible for a prorated refund for the unused portion of your subscription.

The following are NOT eligible for refunds under any circumstances:

• Subscription Renewals: Automatic subscription renewals are not refundable. It is your responsibility to cancel your subscription before the renewal date if you do not wish to continue.
• Partial Month Cancellations: If you cancel mid-billing cycle, you will have access to the Services until the end of your paid period, but we do not provide prorated refunds for unused days.
• Account Violations: Accounts suspended or terminated for violating our Terms of Service or Acceptable Use Policy are not eligible for any refund.
• Downgrade Requests: If you voluntarily downgrade your subscription plan, we do not refund the difference between the old and new plan prices.
• Change of Mind: Beyond the 7-day money-back guarantee for new customers (Section 2.1), refunds are not provided simply because you changed your mind or no longer need the service.
• Free Plans and Trials: Free tier usage and trial periods are not eligible for refunds (as no payment was made).
• Third-Party Services: Charges from third-party services accessed through our platform (e.g., VPN add-ons, if applicable) are subject to those providers' refund policies.
• Service Credits: Service credits issued under our SLA cannot be refunded for cash.

To request a refund, please follow these steps:

1. Submit a Request: Email us at [email protected] with the subject line "Refund Request"
2. Provide Required Information:
   • Your account email address
   • Transaction ID or date of charge
   • Reason for refund request
   • Any supporting documentation (for service failure claims, include error messages, screenshots, timestamps)
3. Verification: We may ask you to verify your identity or provide additional information to process your request
4. Review: We will review your request within 5-7 business days
5. Decision: You will receive an email with our decision and, if approved, the expected refund timeline

5.1. Processing Time

Once a refund is approved:

• We will process the refund within 5-10 business days
• Refunds are issued to the original payment method used for the purchase
• It may take an additional 5-10 business days for the refund to appear in your account, depending on your bank or payment provider

5.2. Refund Method

Refunds are processed as follows:

• Credit/Debit Card: Refunded to the original card (via Stripe payment processor)
• Alternative Payment Methods: Refunded using the same method where possible; if not possible, we will contact you to arrange an alternative refund method
• Currency: Refunds are issued in the same currency as the original charge

5.3. Partial Refunds

In cases where a partial refund is warranted (e.g., prorated refunds for service failures), the refund amount will be calculated as:

Refund Amount = (Total Paid / Days in Billing Cycle) × Unused Days

Partial refunds are rounded to the nearest cent/centime.

5.4. Account Status After Refund

• Once a refund is processed, your paid subscription will be cancelled
• You may continue to use the Services until the end of your current billing period if the refund is partial
• For full refunds, access to paid features will be revoked immediately upon refund processing
• You may retain access to free tier features if available
• All data retention policies continue to apply as described in our Privacy Policy

Please contact us before initiating a chargeback with your bank or payment provider.

If you initiate a chargeback or payment dispute through your bank or payment provider:

• Your account will be immediately suspended pending resolution of the dispute
• We will provide evidence to your payment provider to contest invalid chargebacks
• If the chargeback is found to be invalid or fraudulent, we reserve the right to:
  • Permanently terminate your account
  • Pursue recovery of the chargeback fees and costs
  • Report the incident to fraud prevention services
• If the chargeback is valid, we will work with you to resolve the underlying issue

We encourage you to contact our support team at [email protected] to resolve any billing disputes before resorting to chargebacks. Most issues can be resolved quickly through direct communication.

This Refund Policy does not affect your statutory consumer rights under Swiss or EU law.

7.1. EU Consumer Rights Directive

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason (EU Consumer Rights Directive). However, this right of withdrawal does not apply if:

• You have expressly consented to the immediate performance of the Services during the withdrawal period, and
• You have acknowledged that you will lose your right of withdrawal once we have fully performed the Services

By using the Services immediately after purchase, you provide this express consent and acknowledgment.

7.2. Swiss Consumer Protection

Under Swiss law, consumers have certain protections regarding digital services. Nothing in this Refund Policy limits your statutory rights under the Swiss Code of Obligations (OR) or Swiss Consumer Protection Act.

7.3. Exercising Statutory Rights

To exercise any statutory consumer rights, please contact us at [email protected] with details of your request and the legal basis you are relying upon.

We may update this Refund Policy from time to time. Material changes will be communicated to active customers via email at least 30 days before taking effect. The "Last Updated" date at the bottom of this policy indicates when it was last revised.

Your continued use of the Services after changes take effect constitutes acceptance of the updated policy. However, any changes will not affect refund requests for charges made before the policy change.

Last Updated: November 14, 2025