Refunds & Right of Withdrawal

If you are a consumer in the EU and you change your mind within 14 days of subscribing to Grapple Pro, you get all of your money back — even if you used Pro every day of those 14 days. You do not have to give a reason. The rest of this page explains why that is, and how to ask.

Your 14-day right of withdrawal

EU consumer law gives you 14 days to withdraw from a contract you concluded online, without giving any reason. For Grapple Pro the 14 days start on the day the subscription contract is concluded — the moment checkout completes and you are charged.

Why using Pro straight away does not cost you the refund

This is the part most sellers get wrong, so here it is in full. When you buy a digital service that starts immediately, the law lets a seller charge you for the part you used before you withdrew — but only if the seller asked you, at checkout, to expressly request that the service start during the 14 days and to acknowledge that doing so means losing or reducing your right to a full refund.

Our checkout does not ask you for either of those things, on purpose. There is no tick-box waiving your withdrawal right, and there never has been. The consequence, under Article 14 of the Consumer Rights Directive (2011/83/EU) as implemented in Dutch law in Book 6 of the Civil Code, is straightforward:

• you keep the full 14 days, however much you use Pro in the meantime;
• you owe us nothing at all for that use; and
• you get the entire amount you paid back, not a proportion of it.

If we ever change the checkout to ask for that consent, we will change this page before we change the checkout, and it will only ever apply to subscriptions started afterwards.

How to withdraw

Email support@getgrapple.io with a clear statement that you are withdrawing. A sentence is enough — “I want to withdraw from my Grapple Pro subscription” does it. You can use the model form at the bottom of this page, but you do not have to. Tell us the email address on your account so we can find the payment.

You meet the deadline as long as you send your notice before the 14 days are up. We will confirm we received it, by email, as soon as we see it.

Getting your money back

• We refund the full amount you paid, including VAT.
• We refund it to the payment method you paid with, and we never charge a fee for doing so.
• We start the refund within 14 days of receiving your notice, and normally on the same working day. Your bank or card issuer then takes its own few days to show it.
• Your Pro access ends when the refund is issued, and your account goes back to the Free plan and its one game.

Cancelling is not the same as withdrawing

Two different things, and it is worth knowing which you want:

• Withdrawing — within 14 days of subscribing. You get your money back and Pro stops.
• Cancelling — at any time, from Manage billing on your account page. Nothing is refunded, because you keep Pro for the rest of the period you have already paid for. After that your account drops to Free. There is no cancellation fee and no notice period.

If you are inside the first 14 days and you want your money back, do not just cancel — email us and say you are withdrawing.

Renewals

A renewal continues the subscription you already have rather than starting a new contract, so the 14-day withdrawal right does not begin again each month or each year. That is the law, and we are not going to pretend otherwise.

What we do on top of the law: if a renewal caught you by surprise, email us within 14 days of the charge. If you have not used Pro since it renewed, we will refund that renewal in full, no argument. This is our own policy, not a legal obligation, and it does not affect any of your statutory rights.

If Grapple does not work as we described it

That is a separate right and it is not limited to 14 days. Under Dutch law — Book 7 of the Civil Code, which implements the EU rules on digital content and services — what we supply has to match its description and work as you can reasonably expect. If it does not, email support@getgrapple.io and give us a chance to fix it. If we cannot, you can ask for a reduction in price or end the subscription and get your money back for what you did not receive.

Bear in mind what we do and do not promise. We do not promise that any particular game runs — see our Terms of Service — which is exactly why the Free plan runs one game forever, so you can prove Grapple works on your Mac before you pay.

The Free plan

The Free plan costs nothing and needs no payment details, so there is nothing to refund and nothing to withdraw from.

If you are buying for a business

The right of withdrawal is a consumer right, so it does not apply to a business purchase. You can still cancel at any time and keep Pro until the end of the period you paid for. If something has gone genuinely wrong, email us anyway — we would rather sort it out than win an argument.

Model withdrawal form

You do not have to use this form; any clear statement will do. Complete and return it only if you wish to withdraw from the contract.

• To: Grapple, support@getgrapple.io
• I hereby give notice that I withdraw from my contract for the supply of the following service: Grapple Pro (monthly / yearly — delete as appropriate)
• Ordered on:
• Name of the consumer:
• Email address on the Grapple account:
• Address of the consumer:
• Date:
• Signature (only if this form is sent on paper):

Who you are dealing with

Grapple is sold by a company registered in the Netherlands with the Chamber of Commerce and registered for VAT. For our registered name, address, Chamber of Commerce (KvK) number and VAT number, email support@getgrapple.io and we will send them to you.