Withdrawal and refunds

How do I cancel an order or request a refund?

This page explains the rules that apply to purchases of Premium Credits when a Customer has a legal right of withdrawal. It also sets out what to do in the event of a payment error or a problem with the provision of the Service.

The right of withdrawal and the statutory guarantees cover different situations. The end of the withdrawal period therefore does not remove the rights you may have if an order is not properly fulfilled.

The statutory withdrawal period

If you are acting as a consumer and this right applies to you, you generally have fourteen days from the date the order is concluded to withdraw, without having to give a reason.

To exercise this right before the period expires, you can use the Withdraw from this contract function. You can also send any clear statement of your decision to withdraw from the Support page or to support@ideocube.com. It is enough for your request to be sent before the applicable period ends.

The withdrawal function first asks you to sign in with the email address used for the payment, and then to select the order concerned. For a request sent to Support, please give your name, that email address and the order reference. Never send your full card number or its security code.

If no credits have been used

If your request is sent within the applicable period and none of the pack’s credits have been used, the order is canceled in full. The total price paid is then refunded and the corresponding credits are removed from the account.

Using a credit before the period ends

You can use your credits without waiting for the withdrawal period to end. Before each activation, a box that is not pre-checked asks you to confirm the following:

I request immediate activation and acknowledge that I will lose my right of withdrawal for this credit once the Premium report has been fully unlocked.

By checking this box, you request the immediate performance of the Premium activation triggered from your account. You acknowledge that each credit, once used and the Premium Result unlocked, corresponds to a fully performed service and that the right of withdrawal for that credit is lost. Unused credits remain covered by the right of withdrawal until the withdrawal period expires.

If you do not check the box, no credit is used and the Result is not unlocked.

If part of the pack has already been used

A withdrawal request sent within the statutory period can always cover the unused credits. Activations already triggered are not refunded where the request for immediate performance was validly obtained and the corresponding Premium Features have been fully unlocked.

Credits are used in order, and each activation is given the contractual value displayed before the order.

The refund corresponds to the value of the credits still available at the time of withdrawal. For the offers currently available, this amounts to:

The applicable values are always those presented and accepted at the time of your own order, even if the offers or prices change later. Refunded credits are removed from the account; Results that have already been validly activated remain Premium.

After the withdrawal period ends

Once the applicable period has expired, unused credits can no longer be refunded under the right of withdrawal. They nevertheless remain available in the account and have no contractual expiration date for as long as the Service is operated.

Refund timing and method

Where a refund is due, it is made without undue delay and no later than the applicable statutory deadline, normally using the payment method used for the order. Ideocube does not charge any fee of its own for exercising the right of withdrawal.

A confirmation of your request is sent electronically. Once the refund has been issued, the time it takes to appear in your account may depend on your bank or the payment provider.

Payment error or service problem

Contact Support, regardless of the withdrawal period, if:

• The same order was paid for more than once
• The payment was confirmed but the credits do not appear in the account
• The account balance does not match the packs purchased
• A credit was used without unlocking the Premium Features
• The features provided do not match the main characteristics advertised.

Your request will then be examined in terms of the proper fulfillment of the order, the applicable statutory guarantees or a possible payment error, and not solely under the right of withdrawal.

Other guides

• How parties are assessed — The shared method used to compare your result with the parties.
• Payment — Password-free account, packs and how Premium credits work.
• Product — What is free and what Premium unlocks.
• Support — Browse our guides and FAQ, or write to us directly: our team will get back to you as soon as possible.