# Withdraw within 14 days and get a refund

> Public channel — documentation of app 3.6.3. Follow the availability notices of each service.

Source: [Withdraw within 14 days and get a refund](/en/offres/retractation/)

You withdraw from your account area on vibestarter.pro, in the Purchases and payments tab.

You have **14 days after the first payment on an order** to withdraw, under consumer law. This applies to the Plus or Pro subscription, the tier upgrade and the credit packs. The refund covers **the part you have not used yet**: using everything and then withdrawing refunds nothing, while having used half refunds half.

The full rules are in the Terms of Service, article 3 quater, [“Right of withdrawal”](https://vibestarter.pro/en/terms#retractation).

The same button also works for the purchase of the Solo or Duo app, whose refund follows its usual policy, described [below](/en/offres/retractation/#the-app-purchase).

## Before you pay: immediate access

When you pay for a Plus or Pro subscription, a tier upgrade or a credit pack, the app opens the “Before you pay” window. A checkbox appears there on its own. It is not ticked in advance, and Continue to payment stays grayed out without it. It says:

> “I request immediate access to my AI credits. If I withdraw within 14 days, I will pay for the part already used: only the unused credits from this purchase will be refunded to me.”

The order confirmation email repeats this agreement. Keep it with your order.

## What you get refunded

| What you bought | Amount refunded if you withdraw within 14 days |
| --- | --- |
| Plus or Pro subscription | The price paid, multiplied by the share of this payment’s credits you have not used |
| Credit pack | The price paid, multiplied by the share of the pack’s credits you have not used |
| Tier upgrade | The part not provided, calculated by our team and confirmed by email |
| Solo or Duo app purchase | Its usual policy, checked automatically: see [below](/en/offres/retractation/#the-app-purchase) |

The [Community product for a game](/en/services/#products-per-game), which is not open yet, will follow the same rule when it opens: the refund will cover the remaining days of its first period. The rules for the other per-game products will be published when they open.

### How your used credits are counted

To calculate your refund, **what you have used since the purchase is counted first on that purchase**: the monthly credits spent since the first payment for a subscription, the top-up credits spent since the purchase for a pack. It does not matter that your balance also contains older credits: what you have spent first reduces the refundable part of the purchase you withdraw from.

**With several packs, a spent credit is counted on only one pack.** Each spend is counted on the most recent pack bought before it, then, if that one is used up, on the older packs. Withdrawing from two packs, in either order, therefore refunds you exactly the credits you have not used. In your account, the “AI credits” card shows a single amount: the total of the packs still within their 14-day period.

This is only a rule for calculating the refund. The order in which your credits are actually spent does not change: it is described in [AI credits in practice](/en/offres/credits-ia/#monthly-credits-and-top-up-credits).

### A few examples

-   You bought a credit pack and have not spent any of it: it is refunded in full.
-   You spent a quarter of the credits from your first Plus month: three quarters of the price paid are refunded to you.
-   You spent all the credits in the pack: nothing is refunded.
-   You bought a 400-credit pack, then a second 400-credit pack ten days later, and you have spent 100 credits since then: they are counted on the second pack. The first stays refundable in full while its 14 days run, the second at three quarters.

## What the withdrawal stops

-   **Plus or Pro subscription**: the subscription is cancelled and does not renew again. The unused credits from this first month are removed from your account at the time of withdrawal, since they are refunded to you.
-   **Credit pack**: the unused credits in the pack are refunded.
-   **App**: the refund removes access to the app, and both accesses on a Duo offer. The person you invited is notified by email. Your account stays open on the website.

**A confirmed withdrawal can’t be undone.**

## Withdraw

1.  Open your account area on vibestarter.pro, in the Purchases and payments tab ([vibestarter.pro/account/paiements](https://vibestarter.pro/en/account/paiements)), or follow the link provided in the app.
2.  During the 14 days, each purchase there shows the Cancel and get a refund button, with the refund amount and its deadline. Your credit packs are grouped in a single “AI credits” card, with the total of the packs still within their period. Click the button for the purchase concerned: the withdrawal page opens ([vibestarter.pro/account/retractation](https://vibestarter.pro/en/account/retractation)).
3.  On this page, click Withdraw from the contract here for the purchase concerned. The amount that will be refunded and what stops at confirmation are shown. Check them.
4.  Click Confirm the withdrawal, or Keep my purchase to give up. If you used credits between seeing the amount and confirming, the page shows the new amount and asks you to confirm again.
5.  An email acknowledges receipt right away, with the amount including VAT, or a note that no amount is refunded if everything was used. The following emails keep you updated on the refund until it is confirmed.

Three cases are not calculated on screen: **the tier upgrade**, a month of subscription in which upgrade credits were mixed in, and **a new subscription withdrawal** when you have already withdrawn from a Plus or Pro subscription. The button records your withdrawal, our team calculates the part not provided and confirms the amount to you by email.

The refund goes out **at the latest 14 days after your withdrawal** and goes back to **the payment method used for the order**. Once the refund is confirmed, it usually takes **five to ten business days** to appear on your statement. This bank delay is indicative.

The button is not the only way: within 14 days, you can also declare your withdrawal by email to [support@vibestarter.pro](mailto:support@vibestarter.pro), naming the purchase concerned and the email address on the order.

If the button does not appear while you are within the 14 days, or if an email does not arrive, write to [support@vibestarter.pro](mailto:support@vibestarter.pro) with the email address used for the order.

## After the 14 days, and renewals

-   **The period starts from the first payment on the order.** Monthly subscription renewals do not open a new 14-day period.
-   **After the 14 days, withdrawal is no longer possible** and no longer leads to a refund.
-   **You can always cancel.** Cancelling stops renewals: the subscription ends at the end of the period already paid, and nothing is refunded. See [Cancel, or what to do if a payment fails](/en/offres/resilier/).

| Action | When | What it does |
| --- | --- | --- |
| Withdrawal | Within 14 days after the first payment | Ends the contract and refunds the unused part |
| Cancellation | At any time | Stops renewals; the paid period stays, with no refund |

## The app purchase

For the app purchase, Solo as well as Duo, the Withdraw from the contract here button records your refund request within 14 days of the original purchase. The system checks the conditions automatically, then carries out the refund: a full refund for a payment in one go; for a purchase in installments, a refund of the first installment collected and a stop to the later ones. The process and its confirmations are detailed in [Invoices and refunds](/en/offres/factures-et-remboursement/).

After 14 days from the first payment, the online request is no longer available, in line with [Terms of Service, article 3 quater](https://vibestarter.pro/en/terms#retractation).

### Your request is recorded

The purchase leaves the list of purchases still available and appears under **Recorded withdrawals**. You also receive an acknowledgement at your account address. This change of list does not mean your period has expired or that the request failed.

Recording is not yet the confirmation of the refund. The conditions are checked automatically; our team steps in only if an extra check is needed. This is the case, for example, when an app purchase has already been refunded to you: the new request is then reviewed by our team before any refund. **You do not need to file it a second time.** The date of your recorded request remains the reference for checking the period, even if its processing happens later.

For a purchase paid in installments, the next installments are stopped before the refund of the payment collected. The refund goes back to the original payment method. Access to the app is removed when the refund is confirmed. If the purchase is not yet fully paid, stopping the installments can already suspend this access while the refund is processed.

Your other subscriptions on the same account (Plus, Pro, Community and other game services) are also cancelled to stop their renewal. Each cancellation is tracked separately. This request does not refund their periods already paid.

A new email confirms the result. You can also check **Your refund updates** at the bottom of the [Purchases and payments](https://vibestarter.pro/en/account/paiements) tab of your account. The time for the refund to appear then depends on your bank.

### The screen seems stuck

Reload the page and first check **Recorded withdrawals**, then your inbox, including spam. A lost network response does not necessarily mean your request failed.

If you find no confirmation, write to [support@vibestarter.pro](mailto:support@vibestarter.pro), preferably from your account address. Give the address used for the purchase and the message shown. Do not share your password or your bank card number.

## Frequently asked questions

### I have used all my credits. Can I still withdraw?

Nothing will be refunded to you: the credits used are the part already provided, which you agreed to pay for by ticking the box before payment. The acknowledgement email says so.

### I bought a pack after my subscription. Which one do my spends count on?

Monthly subscription credits and top-up pack credits are counted separately: what you spend in monthly credits reduces the refundable part of the subscription, and what you spend in top-up credits reduces that of the most recent pack, then of the older ones. The same credit is never counted twice.

### My subscription just renewed. Do I get 14 new days?

No. Only the first payment on the order starts the period. To stop paying, cancel your subscription: it ends at the end of the period already paid.

### I can’t find the button to withdraw.

The Cancel and get a refund button only appears during the 14 days after the first payment, on each purchase in the Purchases and payments tab of your account area. Check that you are signed in with the email address on the order. Otherwise, write to support.

## Go further

-   [AI credits in practice](/en/offres/credits-ia/)
-   [The VibeStarter Plus and Pro subscription](/en/offres/abonnement/)
-   [The services for your game](/en/services/)
-   [Cancel, or what to do if a payment fails](/en/offres/resilier/)
-   [Invoices and refunds](/en/offres/factures-et-remboursement/)