This Refund & Cancellation Policy explains how payments, renewals, cancellations, and refunds work for any paid subscription or plan that ilzion ("we", "us", "our") offers at www.ilzion.com. It forms part of, and should be read together with, our Terms of Service. Where there is a conflict about billing matters, this policy controls.
1. Free to try before you pay
Joining a quiz and playing on ilzion is free. Players join a live quiz with a PIN and a nickname — no account, never charged. Creating an account to host or build quizzes is also free to start, and the free tier includes the full feature set. You can use the product fully before spending anything, so a paid plan is an optional upgrade for scale, not a requirement to try ilzion. If you have not purchased a paid plan, no charges apply to you.
2. When this policy applies
This policy applies when you buy a paid plan (for example, a tier with a larger player limit or a bigger quiz library). The exact plan, price, currency, billing period, and next renewal date are shown to you before you confirm. By confirming a purchase you agree to the price and terms shown at that time and to this policy.
3. How billing & auto-renewal work
Paid plans are subscriptions that renew automatically at the end of each billing period (monthly or yearly) at the then-current price, until you cancel. The price, billing cycle, and your next renewal date are shown to you at checkout and on every receipt, so a renewal is never a surprise. You can cancel any time to stop future renewals (see section 5).
Card and other online payments are processed by Paddle (Paddle.com Market Limited and its group companies), acting as our Merchant of Record. Paddle — not ilzion — is the seller of record: it takes the payment, handles any applicable sales tax or VAT, issues your receipt, and the purchase is also governed by Paddle's Buyer Terms. ilzion never sees or stores your full payment-card details. (For some plans, payment can instead be arranged manually — e.g. bank transfer — in which case there is no card on file and no auto-renewal; continuing is a new payment you choose to make.)
4. 14-day money-back guarantee
We stand behind ilzion with a 14-day money-back guarantee. If you are not happy with a paid plan, you may request a full refund of your most recent payment within 14 days of that payment — no reason required— and we will refund it in full to your original payment method. This applies to your first payment for a plan and to a renewal payment (see section 6). To request it, email support@ilzion.com from the address on your account, or use our Contact page, within 14 days — a clear statement that you want a refund is enough.
5. Cancel any time, in a few clicks
You can cancel a subscription at any time, as easily as you started it: open Manage subscription in your account settingsand cancel in a few clicks — no phone call, no email, and no chat required. Cancelling stops all future renewals; you keep full access until the end of the period you have already paid for, and then the plan ends and your account returns to the free tier. We will never make cancelling harder than subscribing was.
6. Renewals
Subscriptions renew automatically so your service is not interrupted, and we show your renewal date at checkout and on each receipt. To avoid a renewal charge, simply cancel before your renewal date. If a subscription renews and you did not mean to continue, contact us within 14 days of that renewal charge and we will refund it— we would always rather refund an unwanted renewal than have you dispute it.
7. After the 14 days — and how approved refunds are paid
After the 14-day window, a payment for a billing period that has already started is generally non-refundable — you keep full access for the period you paid for — except where the law requires a refund (see section 9) or we agree one in a specific case. Cancelling still stops all future charges.
Because Paddle is our Merchant of Record, approved refunds are processed through Paddle back to your original payment method (Paddle can refund card payments within 120 days of the charge, and PayPal within 179 days). Paddle may also issue a refund at its own discretion under its Buyer Terms.
8. Billing errors
Separate from the above: if you were charged the wrong amount, charged twice for the same period, or charged for a plan you did not agree to, that is a billing error, not a refund request. Email support@ilzion.com with your account email and the details, and we will investigate and correct any confirmed error, refunding as appropriate.
9. Your statutory rights
Nothing in this policy limits or removes any mandatory rights you have under the consumer-protection laws that apply to you, and where such a right requires a refund it takes precedence. In particular, consumers in the European Union and the United Kingdom generally have a statutory right to withdraw from distance purchases within a 14-day cooling-off period, without giving a reason.
A common exception applies to digital services: if you ask for your plan to start immediately and acknowledge that you lose the right of withdrawal once the service is fully performed, that statutory right may fall away — but our voluntary 14-day money-back guarantee in section 4 still gives you 14 days either way. To exercise a statutory right of withdrawal where it applies, email support@ilzion.com from your account email within the statutory period; where the right applies we will return the payment using the original method, within the timeframe the applicable law requires.
10. Changes to plans, pricing & this policy
We may introduce, change, or discontinue paid plans, and we may update prices or this policy from time to time. If we change the recurring price of a subscription, we will tell you in advance and the new price applies only from your next renewal — which you can decline by cancelling before then. Changes to this policy are not retroactive: any payment you have already made is governed by the policy in effect at the time of that payment.
11. Contact
For billing, cancellation, renewal, or refund questions, contact support@ilzion.com. You can also reach us through our Contact page or get help on our Support page. For how we handle your personal and billing data, see our Privacy Policy; for the rules of using ilzion, see our Terms of Service.