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Refund Policy

Last updated: 28 April 2026

This page explains how refunds work for Pelaa, a macOS coaching video analysis application sold by IB Enterprises Oy (Y-tunnus 3365722-8, Likolammintie 15, 49860 Klamila, Finland; "we", "us"). It supplements section 5 of our Terms of Service and is intended to be the single authoritative summary you can refer to before, during, or after purchase.

1. 14-day refund window

We offer a 14-day refund on every Pelaa purchase — Coach Monthly, Coach Annual, and Founding Lifetime. If Pelaa is not the right fit for your coaching workflow, you can request a full refund within 14 days of your purchase date. We do not require a reason. Honest feedback is welcome — it helps us improve Pelaa — but it is never a condition of the refund.

2. How to request a refund

  1. Email support@pelaa.tv from the address you used at checkout.
  2. Include your order number (in your purchase confirmation email).
  3. Optionally tell us what didn't work for you. Helpful, but not required.

We confirm refund requests within 2 business days. The refund itself is issued to your original payment method and typically arrives within 5–10 business days, depending on your bank or card issuer. International transfers and certain card networks can take longer; if a refund has not arrived after 14 calendar days, contact us and we will follow up with the payment provider directly.

3. Subscriptions and trials

Coach Monthly and Coach Annual begin with a 14-day free trial. Your payment method is collected at checkout, but no charge is made during the trial. Cancelling before the trial ends prevents any charge — no refund process needed. The 14-day refund window above also applies to the first paid billing cycle of a new subscription if you cancel within 14 days of being charged.

For renewals after the first paid cycle, we do not refund mid-cycle by default — you cancel and the subscription continues until the end of the current cycle. Exceptions for accidental renewals are handled case by case at support@pelaa.tv; we are reasonable about these.

4. Founding Lifetime tier

The Founding Lifetime tier is a one-time purchase. The 14-day refund window above applies the same way as for subscriptions: email us within 14 days of purchase and we issue a full refund. After 14 days, the purchase is final.

Under the EU Consumer Rights Directive (2011/83/EU) and the Finnish Consumer Protection Act (Kuluttajansuojalaki 38/1978, Chapter 6, §16), digital services made available immediately at checkout fall under a statutory waiver of the 14-day right of withdrawal — you consent to this waiver at checkout. Our voluntary 14-day refund policy above is more generous than the statutory minimum and is offered regardless of the waiver. The waiver does not affect your rights in cases of defective service or non-conformity with our Terms.

5. What is not covered

Refunds processed by our payment provider may take a few additional days to appear on your statement; this is a banking delay, not a denial.

6. Defective software and statutory rights

If Pelaa does not work as described, contact us and we will either fix the problem or refund you, regardless of whether the 14-day window has elapsed. This is your right under Finnish and EU consumer law and we will not push back on it.

7. Chargebacks

If you have a problem with a charge, please email us first. Chargebacks initiated through your bank without contacting us cost both sides time and money for an outcome we would almost certainly have agreed to immediately. We have never refused a good-faith refund request.

8. Contact

IB Enterprises Oy
Y-tunnus 3365722-8
Likolammintie 15, 49860 Klamila, Finland
support@pelaa.tv

This document is provided for transparency. It is not legal advice. The full contractual terms governing your purchase are in our Terms of Service.