Refund Policy

1. General provisions

Ninlo Premium is a paid subscription to extended features of the Ninlo app (Telegram Mini App), provided under the terms of the Public Offer. This Policy defines the exhaustive list of grounds and the procedure for refunding funds paid in Telegram Stars for a Ninlo Premium subscription.

2. Trial period

The first 3 days after creating a family are free, no payment is charged. You can cancel before the trial period ends at any time with no consequences — since no charge has occurred yet, there is nothing to refund.

3. Grounds for a refund

Funds are refunded (fully or partially, at the Company's discretion) exclusively in the case of:

(a) a technical payment error — a duplicate charge, a payment-system failure;

(b) a charge made without the user's intent — for example, an automatic renewal after cancellation was set up in advance but, for technical reasons, did not take effect in time;

(c) a prolonged technical malfunction of the app caused by the Company, due to which access to paid features was effectively unavailable for a significant part of the paid period.

4. When a refund is NOT issued

Access to paid features is considered duly provided and remains technically available throughout the entire paid period from the moment of the charge. The fact of not using (fully or partially) access that has already been granted is NOT, by itself, grounds for a refund — the Company has fulfilled its obligation to provide access.

A refund is also not issued if: the user's access was restricted due to a violation of the Public Offer; the same user submits repeated or unfounded refund requests; during the paid period the user used the "Export all data" feature at least once — receiving the archive effectively means the paid feature was used in full.

5. Request deadline

Refund requests are accepted within 14 calendar days of the charge date and are considered only if grounds listed in clause 3 apply. Requests submitted after this period will not be considered. This deadline is set by the Company as its own policy — Telegram does not impose a mandatory refund deadline for Stars payments.

6. How to submit a request

Use the /paysupport command in the Ninlo chat bot — describe the situation (payment date, reason for the request). The Company responds and makes a decision within a few days. If the request is approved, funds are returned to your Telegram Stars balance — usually within a few business days after confirmation.

7. If no agreement is reached

The refund question is first resolved directly between the user and the Company via /paysupport. If no agreement is reached, the user has the right to contact Telegram directly (Settings → Telegram Stars → the relevant transaction → report a problem). If Telegram finds the complaint justified, funds are refunded to the user automatically, and the corresponding amount is deducted from the app's balance.