Legal

Refund Rules

When and how we refund money paid for Torhash plans. These rules are part of our public offer.

This English text is a translation of the Ukrainian original at torhash.app/povernennia/, provided for convenience. The Ukrainian version is the binding one and prevails in case of any discrepancy.

Last updated: 16 September 2026

1. The first payment for a plan

1.1. We refund the first payment for a paid plan for a shop in full if the request arrives within 14 calendar days of the payment date. You do not need to explain why, and credits spent in the meantime do not affect the refund amount.

1.2. After the refund the shop moves to the Free («Безкоштовний») plan, we cancel the plan subscription, and plan credits are reduced to the Free plan allowance. Purchased credits are kept.

2. Plan renewal

2.1. We do not refund plan renewal payments, including automatic subscription charges. To avoid the next charge, cancel the subscription in the «Тарифи» (Plans) section of the app before the renewal date. The plan stays active until the end of the paid period.

2.2. If the subscription has already been cancelled and a charge still went through, we refund it in full automatically, without you having to ask. The plan itself does not change.

3. Credit packs

3.1. We do not refund payments for credit packs: the credits are added immediately after payment and do not expire.

3.2. If a pack has been paid for but the credits were not added because of a technical error, write to us: we will add the credits or refund the payment.

4. Payments that did not activate a plan

4.1. It happens that a payment arrives but the plan is not activated: for example, while the invoice was waiting to be paid, the shop had already moved to a more expensive plan. We refund such a payment in full, and the manager bot tells you about it.

4.2. Telegram Stars and subscription charges are refunded automatically in that case. A one-off card payment we refund manually: we will contact you.

4.3. Paying for the same plan a second time is not an error: it renews the plan for another 30 days.

5. How to submit a request

5.1. Write to support@torhash.app. State the shop name, the date and amount of the payment, and the payment method.

5.2. We review the request and reply within 3 business days.

6. Where and when the money arrives

• Card payment via monobank — the money is returned to the same card. How long it takes to arrive depends on the bank that issued the card.
• Payment with Telegram Stars — the Stars are returned to the Telegram account they were paid from. Stars are not refunded in hryvnia.

7. Consumer rights

These rules do not limit the rights a consumer has under the Law of Ukraine "On Consumer Protection".

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See also: Public Offer · Privacy Policy