The short version
If Pokalab is not what you expected, write to us within 7 days of your payment and we refund it in full. You do not have to justify the request.
1. The 7-day window
It applies to your first purchase and to each renewal, counted from the date the payment was taken. Refunds are issued to the original payment method. Once refunded, access to the paid features ends.
Because subscriptions give immediate access to digital content, the checkout asks you to tick a box that reads: “I ask for immediate access to Pokalab and acknowledge that, as this is digital content supplied immediately, I lose my 14-day EU right of withdrawal once access begins.” The statutory 14-day right of withdrawal therefore ends once access begins. The 7-day window above is our own commercial policy, offered on top of that. Nothing here removes a right you hold by law, and where the law gives you more, the law wins.
2. How to ask
- Email contact@pokalab.com from the address on your account, or
- reply to the payment receipt you received by email.
Include the order number if you have it. We process requests within 5 business days; after that, your bank typically takes a further 5 to 10 days to show the credit.
3. Cancelling is not the same as a refund
Cancelling stops the next charge. It does not refund the period you are in: you keep access until the end of it. You can cancel at any time from your account (“Manage billing”), and nothing further is taken.
If a renewal charged you and you no longer wanted the subscription, that renewal is covered by the 7-day window above — just tell us.
4. What is outside the window
- Payments older than 7 days, unless something on our side went wrong.
- Accounts closed for a breach of the Terms of Service — sharing a licence, scraping the solution libraries, or running the Service against a poker room’s rules.
- Repeated refund-and-resubscribe cycles on the same account.
Outside those cases, if you have a reason we have not thought of, ask anyway. We would rather refund someone than keep money from a person who is not getting value.
5. If something went wrong on our side
A duplicate charge, a charge after a confirmed cancellation, or a prolonged outage that stopped you using what you paid for: we refund those in full whatever the date, and we do not need the 7-day window to do it. Tell us what happened.
6. Before you file a chargeback
Please contact us first. A chargeback takes weeks, costs both sides fees, and automatically closes the account it was raised against. Everything a chargeback would achieve, an email achieves faster.
7. Who actually issues the money
We do. Maxime Fabre is the seller of your subscription, and we issue the refund through our payment processor, Stripe, to the original payment method. It appears on your statement under the same name as the original charge.