1. Scope
This Refund Policy applies to subscriptions to the mspy.live Premium Family Plan purchased directly from Altercorn Group s.r.o. ("mspy.live", "we", "us") through our website or apps. It forms part of our Terms of Use. Nothing in this policy limits the rights you have under the Consumer Protection Act, 2019.
2. The free trial
- New Family Circles get a 2-day free trial with full Premium features. No payment is taken during the trial.
- If you add a payment method during the trial, your paid subscription starts automatically when the trial ends unless you cancel before then. We send a reminder before the trial ends.
- The trial is meant for you to confirm that mspy.live works on your family's phones and meets your needs. Please use it to check device compatibility, location accuracy and notifications before paying.
3. 7-day refund guarantee
You can request a full refund of your first Premium Family Plan payment within 7 days of that payment if:
- a core feature of the Service (live location sharing, safe-zone alerts, check-ins or SOS) did not work on a supported device as described in our Compatibility Policy, and
- you contacted our support team, gave us a reasonable opportunity to fix the problem, and the problem could not be fixed.
The guarantee applies once per Family Circle and only to the first payment on a new subscription.
4. What is not refundable
We cannot refund a payment where:
- the request is made more than 7 days after the first payment;
- you changed your mind, no longer need the Service, or forgot to cancel before a renewal;
- the problem is caused by a device that is not supported, or by an operating-system version, root or jailbreak that our Compatibility Policy says is not supported;
- the problem is caused by permissions being denied, battery-saver or "do not disturb" settings, the app being force-closed, airplane mode, or the phone having no internet connection;
- the family member paused or stopped sharing, declined the invitation, or uninstalled the Family Member App — these are the member's rights and not a defect in the Service;
- the phone you want to pair does not belong to your child or to a consenting adult, as our Terms require;
- your account was suspended or terminated for breaching our Terms of Use;
- the payment was for a renewal, an upgrade or a downgrade (see section 5).
5. Renewals and plan changes
- Renewals. Monthly renewal payments are not refundable. You can cancel at any time from Account → Subscription, and you keep Premium access until the end of the period you have paid for.
- Upgrades and downgrades. Changes between plans take effect at the next renewal and are not refundable.
- If we discontinue the Service or remove a feature that materially reduces your plan, we will refund the unused part of any prepaid period.
6. Purchases through app stores
If you subscribed through the Apple App Store or Google Play, the payment was taken by that store and refunds are handled under the store's own refund rules. Please request the refund from the store; we cannot process it directly, but our support team is happy to help you with the steps.
7. How to request a refund
- Email [SUPPORT EMAIL] from the email address registered to your account, with the subject "Refund request".
- Include your registered email address, the date of the payment, the transaction reference from your receipt, and a short description of the problem and the steps you tried with support.
- We will confirm our decision within 5 business days. Approved refunds are returned to the original payment method; depending on your bank or card issuer, the money usually appears within 7 to 10 business days.
- When a refund is approved, your subscription ends and your Family Circle returns to the free features.
8. Chargebacks
If you have a problem with a payment, please contact us before raising a dispute with your bank. We resolve most issues quickly. If a chargeback is filed for a payment that was validly made under our Terms, we may suspend the affected account until the matter is resolved with your bank. We will never charge you a fee for disputing a payment.
9. Contact
- Refunds and billing: [SUPPORT EMAIL]
- Company: Altercorn Group s.r.o., Londynska 730/59, Vinohrady, 120 00 Praha, Czech Republic