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Last Updated: November 2025
Stolly - Refund Policy
Effective Date: November 2025
Applies to: All purchases and subscriptions for the Stolly mobile application and related services (including in-app purchases, subscriptions, Virtual Currency, Virtual Items and other paid features) made by users in the European Union and Sweden.
Refund & billing contact: stolly@stolly.app (or any other billing contact indicated in the App).
This Refund Policy (“Policy”) sets out when and how refunds may be granted in connection with the use of Stolly (“Stolly”, “we”, “us”, “our”). It forms an integral part of, and shall be read together with, our Terms of Service, Payment Terms and Privacy Policy (collectively, the “Stolly Terms”).
Where this Policy conflicts with mandatory provisions of applicable consumer protection law or app-store platform terms, such mandatory law or platform terms shall prevail. In all other respects, this Policy governs.
For the purposes of this Policy, the following capitalised terms shall have the meanings set out below. Terms not defined here shall have the meaning given to them in the Stolly Terms.
For purchases made via the Apple App Store on iOS devices (including in-app purchases and subscriptions), Apple is the merchant of record and is solely responsible for processing payments and handling refund requests. Refunds are subject to Apple’s applicable policies.
For purchases made via Google Play, payments are processed by Google, which may provide automated refund mechanisms and time-limited refund periods. In certain cases, Stolly may additionally issue a developer refund via the Google Play Console, where permitted under Google’s policies.
For Direct Payments (for example, card payments processed via Stripe on Stolly’s website), Stolly acts as the merchant of record and may grant refunds directly, in accordance with this Policy and applicable law.
Donations or Support Contributions made via Stripe or similar providers are generally non-refundable, except in limited cases as set out in Section 8.
To avoid doubt:
Under EU and Swedish consumer law, Consumers typically have a 14-day right of withdrawal for distance contracts, including many online purchases.
For certain digital content (including digital services and digital-only items) which are not supplied on a tangible medium, the 14-day withdrawal right may not apply once:
Stolly may implement such consent and acknowledgment via checkboxes, confirmations or clear language in the purchase flow.
Without limitation:
a) If you purchase Virtual Currency, or other consumable digital items, which are credited and available immediately, and you confirmed that performance shall begin immediately and that you waive your right of withdrawal, you will normally not be entitled to a 14-day refund simply because you changed your mind.
b) If you purchase a subscription, the statutory right of withdrawal may apply to the initial contract, subject to how the subscription is structured and how quickly full performance begins. However, app-store rules and this Policy may further regulate refunds and cancellation.
c) Notwithstanding any waiver of withdrawal rights, if the Paid Services are defective, not delivered, or mis-described, you may still have statutory rights to remedies, including repair, replacement or refund, depending on the circumstances and applicable law.
In Sweden, the right of withdrawal and related exceptions are implemented in national legislation. Where you are a Consumer resident in Sweden, you may seek information and assistance from Konsumentverket (the Swedish Consumer Agency) or the European Consumer Centre.
For all purchases made via the Apple App Store:
To request a refund, you should use Apple’s official mechanisms (for example, “Report a Problem” or other tools available in your Apple account) and follow the instructions provided by Apple. You may be asked to select a reason and provide additional information.
Where necessary, Stolly will cooperate with Apple (for instance, by confirming technical issues or non-delivery) but has no authority to override or compel Apple’s decision. If Apple denies a refund and you believe the denial is unjustified, you may contact Stolly at stolly@stolly.app; we will assist in providing documentation or clarification to the extent reasonably possible.
For purchases made via Google Play:
If you cannot obtain a refund directly from Google Play (for example, due to expiry of the automated window), you may contact Stolly at stolly@stolly.app with your order ID, purchase date and description of the issue. Subject to Google’s policies and this Policy, Stolly may in its discretion initiate a developer refund via the Google Play Console.
Any developer refund initiated by Stolly remains subject to Google Play policies and may result in the corresponding amount being deducted from Stolly’s developer account. Stolly is not obliged to issue a developer refund in all cases, particularly where:
This Section applies where Stolly is the merchant of record (for example, Stripe payments via our website) and also, where applicable, to developer refunds processed via Google Play.
Subject always to applicable law, Stolly will normally consider granting a full or partial refund in the following non-exhaustive situations:
a) Non-delivery or technical failure attributable to Stolly.
You were successfully charged, but the Paid Services (for example, Virtual Currency or a paid feature) were not delivered or were unusable due to a technical fault on Stolly’s side, and we are unable to remedy the issue within a reasonable time.
b) Duplicate or clearly erroneous charge.
You were charged twice for the same transaction, or there is a clear pricing error resulting in an incorrect amount, provided that you notify us within a reasonable time after becoming aware of such error.
c) Confirmed unauthorized transaction.
A payment was made using your payment instrument or Stolly account without your authorization, and there is credible evidence of fraud or compromise (for example, payment provider confirmation, police report). We may require you to cooperate in any fraud investigation.
d) Material misrepresentation.
The Paid Services you received are materially different from the description presented at the time of purchase, in a way that substantially diminishes their value to you, and such discrepancy is attributable to Stolly.
e) Stolly billing or accounting error.
Stolly made an internal error that resulted in an incorrect debit or credit in your favour or against you.
Depending on the nature of the issue, and at Stolly’s discretion (subject to law), we may offer as remedy:
We may request documentation such as:
Failure to provide sufficient information may delay or prevent resolution of your request.
Donations or Support Contributions made via Stripe or other providers, and clearly labelled as such at the time of payment, are considered voluntary contributions to support the ongoing operation and development of Stolly. They do not constitute the purchase of a specific Paid Service unless expressly stated otherwise.
Donations do not create any claim to money, electronic money, financial instruments, shares, or crypto-assets, and do not entitle you to any ownership interest or profit participation in Stolly or its affiliates.
As Donations are voluntary and not linked to specific deliverables, they are by default non-refundable, except where:
Where Donations do not constitute a consumer distance contract (for example, you donate in a professional capacity or in a form excluded under law), the statutory right of withdrawal may not apply.
Subject to mandatory law and any platform-specific policy, Stolly is not obliged to grant refunds where you:
Where Virtual Currency or Virtual Items have already been used, consumed, or applied in the App (for example, used to generate AI content, send Virtual Gifts or unlock features), refunds will normally not be granted for the underlying purchase, unless non-delivery, fault, fraud or statutory non-conformity can be established.
If your account is restricted, suspended or terminated due to a breach of the Stolly Terms, Community Guidelines or applicable law, you may lose access to Paid Services, Virtual Currency or Virtual Items without any entitlement to a refund, except to the extent mandatory law requires otherwise.
Where an App Store declines to grant a refund and there is no clear error on Stolly’s side, Stolly is under no obligation to compensate you separately, save where required by law.
If you believe you may be entitled to a refund from Stolly under this Policy (for Direct Payments, developer refunds or Donations), you should contact:
Email: stolly@stolly.app
and provide at least the following information:
Stolly will use reasonable efforts to acknowledge receipt of your request within seven (7) business days.
Stolly will evaluate your request and supporting materials in good faith and in accordance with this Policy and applicable law. We aim to communicate a decision within fourteen (14) business days from receipt of sufficient information, although complex cases (for example, fraud investigations or third-party involvement) may require additional time.
If a refund is approved:
If your subscription or other Paid Services are refunded in full or in part, Stolly may immediately revoke or adjust your access to Paid Services, Virtual Currency or Virtual Items to reflect the refunded amount and period.
You have the right to dispute transactions with your bank or card issuer in accordance with their procedures. However, if you initiate a chargeback without first attempting to resolve the issue with Stolly or the applicable App Store, Stolly may:
Where Stolly reasonably suspects fraud, abusive use of refund policies, or deliberate misuse of the payment or chargeback systems, we may:
Nothing in this Section affects your legal rights to raise bona fide disputes with your bank or
If you disagree with Stolly’s decision on a refund request, you may respond to our notification, provide additional information and request that we reconsider the decision. We will review the case again where appropriate.
If you are a Consumer in Sweden or another EU/EEA Member State and remain dissatisfied, you may seek assistance from:
Your rights to bring claims before competent courts under applicable law (including the rules on jurisdiction and consumer protection in the Stolly Terms) remain unaffected by this Policy.
Stolly may amend this Policy to reflect:
The Effective Date at the top of this Policy indicates when it was last updated. Where changes are material and significantly affect your rights or obligations, we will provide appropriate notice through the App, our website and/or by email, where required by law.
Your continued use of the Service after the updated Policy becomes effective constitutes your acceptance of the revised Policy, without prejudice to any rights you may have under mandatory law to terminate or withdraw from certain contracts.