Refund Policy

This policy explains when and how you can get your money back for Diil. The short version: the trial is free, your first payment for a paid plan comes with a 14-day money-back guarantee, and if we charge you by mistake, we always refund it.

#1. Who processes your payments

Card payments and other non-crypto payments for Diil are processed by our reseller and Merchant of Record, Creem (Armitage Labs OÜ):

Creem sells you access to Diil on our behalf. That is why Creem, not Diil, appears as the seller on your receipt and on your bank or card statement. Card refunds are issued by Creem, at our request, to the original payment method.

If we offer payment in cryptocurrency, we receive those payments directly and refund them ourselves (see section 7).

Plans in Diil are paid from your account balance, which you top up (see the Terms of Use, section 4). In this policy, a “payment” means money you pay us for a plan, including a top-up that is used for a plan.

#2. Free trial and demo

Every new account gets a free 7-day trial. No payment card is needed and nothing is charged, so there is nothing to refund. The live demo is free as well.

#3. 14-day money-back guarantee

If Diil is not right for you, ask for a refund within 14 days of your first payment for a paid plan. You get the full amount back, no questions asked. When the refund is made, the paid plan ends.

• The guarantee applies once per account, to the first payment for a paid plan.
• It also covers the statutory right of withdrawal that consumers in the European Union have for 14 days: within that period you get a full refund, even if you have already started using the service.

#4. Renewals, cancellation and plan changes

• You can cancel at any time in the CRM. Your plan stays active until the end of the period you have paid for, and nothing more is charged after that.
• We do not make partial refunds for unused time in a period, or when you move to a lower plan. A downgrade takes effect at the end of the current period.
• An upgrade takes effect immediately, and the difference for the rest of the current period is charged pro rata right away.

#Forgot to cancel?

If your plan renewed automatically and you meant to cancel it, ask us within 7 days after the renewal. We will refund that renewal and end the plan. This is possible once per account.

#5. Charges we always refund

We refund in full, whenever they happened:

• duplicate charges for the same thing;
• charges caused by a technical error on our side or Creem’s;
• charges made after a cancellation that we had confirmed.

#6. Service outages

If Diil is unavailable for more than 24 consecutive hours because of a problem on our side, ask us and we will extend your plan by the number of days affected. This is a credit of service time, not a cash refund. We do not offer a service level agreement (SLA); see the Terms of Use.

#7. Cryptocurrency payments

• We refund cryptocurrency payments in the same coin and on the same network as the original payment, to a wallet address that you confirm by writing from the email address of your account.
• The network fee for the refund transaction is deducted from the amount refunded.
• We do not send refunds to third parties or to addresses that have not been confirmed this way.

#8. What is not refundable

• Payments for accounts that were suspended or closed because of a breach of the Terms of Use, such as fraud, abuse or spam.
• Amounts that have already been refunded, or that are the subject of a chargeback or payment dispute.

Charges we must always refund (section 5) and your statutory rights (section 11) are not affected.

#9. How to request a refund

Write to us through our contact form and choose the topic “Billing & refunds”. Please include:

• the email address of your Diil account (ideally, write from it);
• the date of the payment, or the receipt you received from Creem;
• for a cryptocurrency payment — the transaction ID and the wallet address for the refund.

We reply within 3 business days. Once a card refund is approved, it usually appears on your statement within 5–10 business days, depending on your bank. Refunds are made in the currency you were charged in; we cannot compensate differences caused by exchange rates.

#10. Chargebacks

If something is wrong with a charge, please contact us before you dispute it with your bank — we can usually sort it out faster. While a chargeback is open, we may pause the account until it is resolved.

#11. Your statutory rights

Nothing in this policy limits the rights that the mandatory consumer protection law of your country gives you.

#12. Changes to this policy

We may update this policy. The date at the top shows the current version. Each payment is governed by the version that was in force when the payment was made.

#13. Contact

Questions about a payment or a refund? Write to us through our contact form.