Refund Policy

Last Updated: November 1, 2025

Summary of key refund policy points

✅ 14-day refunds - Google/Paddle only
✅ Apple refunds - Through Apple only
✅ Technical issues - Covered anytime
✅ Statutory rights - Always protected
⚠️ Apple limitation - Apple controls all iOS refund decisions

This Refund Policy ("Policy") applies to all purchases of subscriptions (monthly, annual, and lifetime) and in-app purchases made within the Alibi Video Player application ("App"), available on the Apple App Store, Google Play Store, and directly via Paddle. By making a purchase, you acknowledge that you have read, understood, and agree to this Refund Policy.

1. Platform-specific procedures

1.1. Apple (iOS)

All purchases made through the Apple App Store, including subscriptions and in-app purchases, are processed and controlled exclusively by Apple Inc.

ALIBI GROUP LIMITED DOES NOT HAVE THE ABILITY TO DIRECTLY ISSUE REFUNDS FOR APPLE APP STORE PURCHASES.

How to request an Apple refund

To request a refund for an Apple App Store purchase:

  1. Visit Apple's refund request page: https://reportaproblem.apple.com
  2. Sign in with your Apple ID
  3. Locate your Alibi Video Player purchase
  4. Select "Report a Problem" or "Request a Refund"
  5. Follow Apple's instructions to complete your request
  6. Wait for Apple's decision (typically within 48 hours)

Alternative method:

Apple has sole discretion over all refund decisions for iOS purchases. Their refund policies and terms govern your refund eligibility.

Developer involvement

While we cannot directly process refunds, Apple may consult with us regarding your usage of the App. We may provide Apple with account creation date, subscription status, and general usage statistics (no personal content data).

1.2. Google Play (Android)

Google's initial refund window (0-48 hours)

For the first 48 hours after purchase, Google typically allows direct refunds:

How to request from Google directly:

  1. Open the Google Play Store app
  2. Tap Menu → Subscriptions
  3. Select your Alibi Video Player subscription
  4. Tap "Request a refund" or "Cancel"
  5. Follow the on-screen instructions

Alternative:

Alibi's refund processing (after 48 hours)

After Google's initial refund window has passed, you may submit a refund request directly to us:

How to request from Alibi:

  1. Contact us
  2. Provide:
    • Google Play order number (format: GPA.XXXX-XXXX-XXXX-XXXX)
    • Account email address
    • Purchase date (if known)
    • Reason for refund (optional)
  3. Submit the request

Where to find your order number:

  • Confirmation email from Google Play (subject: "Order receipt from Google Play")
  • Visit https://pay.google.com → Subscriptions & services → Transactions

1.3. Paddle (Web)

Method 1: Paddle customer portal

  1. Visit the Paddle customer portal link (provided in your purchase confirmation email)
  2. Log in with your purchase email
  3. Locate your Alibi Video Player subscription
  4. Select "Request cancellation and refund"
  5. Follow the instructions

Where to find your transaction ID:

  • Order confirmation email from Paddle (subject includes "Payment Confirmation")
  • Format: Typically alphanumeric string (e.g., "txn_01ab23cd45ef67gh89ij")

Method 2: Direct support request

  1. Contact us
  2. Provide:
    • Paddle transaction ID
    • Email address used for purchase
    • Purchase date (if known)
    • Reason for refund (optional)
  3. Submit the request

2. 14-day no-questions-asked (Google/Paddle only)

Within 14 days of first purchase, you may request a full refund without explanation.

Does NOT apply to:

  • Apple purchases
  • Renewals
  • Second purchases

3. Technical issues (all platforms, anytime)

If the App is defective or doesn't work as described:

  1. Contact us
  2. We'll troubleshoot (typically 5-10 days)
  3. If unresolved, we'll process a refund

Your statutory consumer rights always apply regardless of this Policy.

4. Subscription types

4.1. Monthly/Annual

  • Cancellation stops future billing
  • No refund for current period (except Sections 2-3)
  • Access until period ends

4.2. Lifetime

  • "Lifetime" = operational lifetime of the App
  • Not your personal lifetime
  • If discontinued, refunds assessed case-by-case

5. Cancellation (without refund)

Cancel anytime to stop future charges:

  • Apple: Settings → Subscriptions
  • Google: Play Store → Subscriptions
  • Paddle: Customer portal or contact us

You keep access until current period ends.

6. Processing times

  • Review: 1-3 business days
  • Refund payment: 5-15 business days (varies by platform)

7. Consumer rights

Your statutory consumer protection rights are not affected by this Policy. If local law provides greater rights, those apply.

EU/EEA users: Right of withdrawal applies unless you consent to immediate access (which waives the right for digital content). Our 14-day policy provides equivalent protection.

Contact your consumer protection authority if you have concerns.

8. Contact us

Support: https://alibi.video/support
Email: support@alibi.video

© 2025 Alibi Group Limited. All rights reserved.