Cancellation and refund policy

1. Cancelling a subscription

You may cancel renewal at any time through available Lava.top subscription controls or by emailing support@tundraa.dev. Include the email used at checkout and, if available, the order or subscription identifier. You do not need to provide a reason.

Cancellation normally takes effect at the end of the paid billing period and stops future charges. It does not by itself refund the current period. If we receive a valid cancellation before a renewal is submitted but the renewal is nevertheless charged, we will refund it. We will send or retain confirmation of cancellation in a form you can save.

2. General refund standard

Subject to mandatory law, we provide a full or partial refund where:

• the same charge was processed more than once;
• we charged after a timely and confirmed cancellation;
• we reject an order before paid service begins;
• we cannot provide a material part of the purchased service and no reasonable alternative is accepted;
• a charge was unauthorised and the claim is supported after reasonable verification; or
• the Service materially fails a mandatory conformity or consumer guarantee and the applicable remedy is a refund.

A change of mind by a Business Customer, unused capacity, delayed Customer feedback, unavailable Customer access or dissatisfaction unrelated to an accepted scope does not normally create a refund right. We may nevertheless issue a discretionary credit; doing so once does not create an ongoing obligation.

3. Consumers in the EEA and United Kingdom

If you are a Consumer concluding a distance contract in the European Economic Area or United Kingdom, you generally have 14 days from the day after the service contract is concluded to withdraw without giving a reason. A longer period applies where mandatory local law requires it. This section does not limit rights available elsewhere.

Early performance

If you expressly ask us to begin during the withdrawal period and later withdraw, you must pay a proportionate amount for services actually supplied up to the time you notify us. You bear no such cost where the law does not permit it or where required pre-contract information and an express request were not provided.

Full performance

Where the Service has been fully performed during the withdrawal period, the withdrawal right is lost only if you gave all consents and acknowledgements required by applicable law before performance began. An ongoing monthly subscription is not treated as fully performed merely because access was activated.

How to withdraw

Send an unambiguous statement before the deadline by email or post. You may use the model form below, but it is not mandatory. We will acknowledge the request and make any required refund without undue delay and no later than 14 days after receiving valid notice, using the original payment method unless otherwise agreed and lawful.

4. Consumers in other jurisdictions

Mandatory local cooling-off, renewal, cancellation, conformity and refund rights apply in addition to this Policy. Where this Policy offers less protection than a non-waivable rule, the non-waivable rule controls. We may request reasonable evidence of billing country, habitual residence, identity or authority to prevent fraud and determine the correct remedy.

5. How to request a refund

Email support@tundraa.dev with:

• the Customer name and checkout email;
• the order, invoice, subscription or transaction identifier;
• the charge date and amount;
• the reason and requested remedy; and
• supporting screenshots or bank evidence with unrelated financial data redacted.

We aim to acknowledge requests within five business days. Complex fraud or payment-provider investigations may take longer. This does not extend a mandatory legal deadline. Refund timing after approval depends on Lava.top, the card network and the issuing bank.

6. Effect of a refund

A full refund may end paid access and any licence conditional on payment. On request, we will provide a reasonable opportunity to export Customer materials before deletion unless immediate restriction is required for security, fraud or law. A partial refund does not affect rights in fully paid deliverables.

7. Model withdrawal form