Refund Policy

Refund Policy

App Store refunds. All paid purchases made via Apple’s in‑app purchase (IAP) are managed by Apple. To request a refund, please use Apple’s process at reportaproblem.apple.com. Refund eligibility and outcomes are determined by Apple under the Apple Media Services Terms.
Non‑IAP items. Promotional credits (e.g., referral bonuses) and free allowances (including transcription minutes granted as promotions) are non‑monetary and not refundable.

Effective Date: June 12, 2026

This policy explains how refunds are handled for purchases made in the Surrly iOS app.

Purchases via Apple App Store

All purchases and subscriptions are processed by Apple. Surrly does not issue refunds directly. To request a refund, use Apple’s Report a Problem portal: reportaproblem.apple.com. Apple determines eligibility under its policies.

How to request a refund (Apple):

  1. Go to reportaproblem.apple.com and sign in with your Apple ID.
  2. Select the Surrly purchase and choose Request a refund.
  3. Follow Apple’s instructions.

Currency & tax. Pricing, currency, and taxes are set by Apple based on your App Store region.

Subscriptions (Monthly / Annual)

  • Auto‑renewal. Subscriptions auto‑renew unless canceled at least 24 hours before the period ends.
  • Manage / cancel. In Settings → Apple ID → Subscriptions.
  • No free trial. We do not offer a trial at this time.
  • After cancellation. Access remains until the current billing period ends; no pro‑rated refunds for unused time.
  • Failed billing / grace. If Apple cannot collect payment, Apple may pause or terminate access per App Store rules.
  • Price changes. If Apple requires consent for a price increase, you will be notified and may accept or cancel; otherwise the subscription will not renew at the higher price.
  • Restore purchases. Use Restore Purchases in the app or manage via Apple ID → Subscriptions.

Analysis Packs (+10 / +25 / +50)

One‑time, consumable purchases that add analysis credits and transcription minutes to your account.

What you get

  • Analysis credits: 1 completed AI interpretation = 1 credit.
  • Transcription minutes: for voice‑to‑text of your recordings (e.g., +30 / +60 / +120 minutes, as shown at purchase). Minutes are consumed based on the audio duration you choose to transcribe.
  • Rounding: minutes are deducted in 15‑second increments (rounded up); 15‑second minimum per recording. Failed or canceled transcriptions are not charged.

Other terms

  • No expiry while your account is active and the feature remains available.
  • No cash value; not transferable; not eligible for Family Sharing.
  • Consumables cannot be restored. Previously consumed credits/minutes are not restorable after reinstall or device change.
  • Refunds for packs must be requested from Apple via Report a Problem.
  • Currency & tax are determined by Apple based on your App Store region.

EU/EEA Right of Withdrawal

For App Store purchases, Apple administers any statutory consumer rights. In many cases, once you consent to immediate supply and digital content is delivered (e.g., credits/minutes are added), the statutory right of withdrawal may not apply. Submit requests through Apple’s channels.

Service Issues & Unauthorized Purchases

If a technical issue prevents use of paid features, contact hello@surrly.com. We will assist with troubleshooting and, where appropriate, guide you through Apple’s refund process.
If you believe a purchase was unauthorized, request a refund via Report a Problem and review your device’s Screen Time / purchase restrictions.

Contact

Surrly — Sergei Kruglov
Otto‑Franke‑Straße 45, 12489 Berlin, Germany
Email: hello@surrly.com