Refund policy

This policy is written plainly and is awaiting review by counsel; the reviewed version will replace this text.

Litora sells access for a fixed period. Nothing renews and nothing charges you a second time, so the only money ever at stake is the period you chose. This page says what happens when that period does not deliver what it was sold as.

When a refund is due

A refund is due when the service does not work and we cannot make it work. Concretely, any of these, once support has checked it:

• Access was never issued. Your payment confirmed and no setup link, no configuration, or no access followed.
• The wrong package was delivered. The device limit or the data allowance you received is not the one you paid for, and it cannot be corrected.
• It never worked at all. The configuration you were given never established a tunnel, on any connection type we offer, from the start.
• It stopped working and stayed broken. No exit gateway is reachable from your network for 24 consecutive hours or more, across every connection type we offer, and we cannot restore it.

What we do first

In that order, and only moving down when the step above fails:

1. We try to fix it. Most failures are a different connection type or a fresh configuration away, and that costs you nothing and no time.
2. We extend your access by the time you lost, if fixing it took a while.
3. We refund if neither of those makes the service work for you.

You are not left waiting with nothing while we look into it. If the check takes days, the extension covers those days.

How to ask

Send /support in the Telegram bot. Say what happened, roughly when it started, what you already tried, and how you paid. We reply within 3 days.

If your setup link expired or you lost it, nothing is wrong and nothing is lost — send /link and a new one is sent. Your access belongs to your Telegram account, not to the link.

Report a problem within 14 days of the purchase you want refunded.

How the money comes back

It returns by the same method it arrived on. What that means differs by method, and the differences are real rather than policy choices:

• Telegram Stars are returned in Stars to the Telegram account that paid. Telegram provides no partial refund of a Stars payment — it is the whole payment or none of it — so where only part of a period is owed, we extend your access instead of returning money.
• Crypto is returned to an address you give us. The transfer costs a network fee on the chain you chose, and that fee comes out of the amount returned. This is why we prefer to extend access where you would accept it: a refund and a re-purchase is not free here the way it is on a card.
• Cards and SBP are returned to the card or account that paid. This is the simplest of the three: there is no address to give us and no network fee to come out of the amount.

Once approved, a refund is sent within 10 days. How long it then takes to appear is the payment network's, not ours.

What is not refunded

• Time and traffic you already used. A period that worked is a period that was delivered.
• A change of mind where the service works as sold.
• Access suspended for abuse. If access is withdrawn under the acceptable use policy, the remaining period is not refunded.

A refund is not a cancellation. If we refund you while your access is still running, your access keeps running — being compensated does not cost you the service.

Your rights

Nothing here limits rights you have under the consumer law that applies to you, and where that law gives you more than this page does, it is the law that applies.

Questions about this policy, or about a decision made under it, go through /support. A person reads it.