Refund Policy | DEEPPLANE™

1. Company Information

This Refund Policy applies to all paid services provided by Gamevato OÜ through DEEPPLANE™.

Legal Business Name: Gamevato OÜ
Trade Name: DEEPPLANE™
Registry Code: 16656270
Address: Tartu mnt 67/1-13b, Tallinn 10115, Estonia
Email: Contact Us

Gamevato OÜ is below the Estonian VAT registration threshold; no VAT is charged on invoices.

2. How Surgeons Pay on DEEPPLANE™

DEEPPLANE™ operates a prepaid wallet model. Surgeons add funds to a balance and consume that balance one patient inquiry at a time ("unlocks"). There are no monthly subscriptions, no recurring tiers, and no minimum commitments.

2.1 Wallet Top-Up

You choose any amount when topping up via Stripe Checkout (minimum €5 / £5 / $5; maximum €5,000 / £5,000 / $5,000 per top-up).
Your wallet balance is denominated in the currency you first used; you cannot mix currencies.
Funds in the wallet do not expire and earn no interest.

2.2 Per-Inquiry Unlock Pricing

Each patient-contact unlock is priced based on the patient's region. Prices range from €25 to €89 per unlock at the time of writing.
The exact unlock price for a given inquiry is shown to you BEFORE you click "Unlock" — no surprise charges.
Authority-based monthly free allowances (earned by adding our backlink badge to your website) are consumed first; paid balance is only used after free allowance is exhausted.

2.3 Auto-Reload (Optional)

If you opt in to auto-reload, your saved payment method is charged automatically when your balance falls below the threshold you set.
Auto-reload can be disabled at any time from your billing dashboard.
If a card is declined, auto-reload pauses for 48 hours and you receive an email notification.

3. 30-Day No-Questions-Asked Refund

You can request a refund of your unused wallet balance within 30 days of any top-up — no reason required, no support back-and-forth. The unused portion is returned to your original Stripe payment method.

3.1 What's covered

Unused balance — the portion of your wallet that you have NOT spent on inquiry unlocks.
Duplicate charges — if Stripe charged you more than once for the same top-up, we refund the duplicate immediately.
Unauthorized charges — if a top-up appears on your statement that you did not initiate, we refund it after a brief identity check.

3.2 What's NOT refundable after 30 days

Top-up amounts older than 30 days. (Inactive balances older than 30 days are still spendable on unlocks indefinitely; they're just not eligible for cash refund.)
Inquiry unlocks that have already been consumed — once you click "Unlock" and the patient's contact details are revealed in your dashboard, that unit of balance is non-refundable.
Free unlocks earned through the backlink/authority programme. These are platform credits, not cash, and have no refund value.

4. How to Request a Refund

Two ways:

Self-service: Go to your billing dashboard → "Refund unused balance". The refund is processed to your original Stripe payment method within 5–10 business days.
Email: Use the contact form with subject line "Refund Request — [Your Account Email]". Include the date of the top-up and the amount you'd like refunded.

We aim to respond to email refund requests within 1 business day. Approved refunds reach your card statement within 5–10 business days depending on your bank.

5. Cancelling Your Account

You can close your DEEPPLANE™ surgeon account at any time from account settings. Closing your account:

Triggers an automatic refund of your unused wallet balance, regardless of the 30-day window.
Removes your public profile from search results within 24 hours.
Disables auto-reload and any pending unlocks.
Retains anonymised, aggregated usage data for legal/audit reasons (see Privacy Policy).

6. Chargebacks

Please contact us first via the contact form before initiating a chargeback with your bank or card issuer — our 30-day no-questions-asked refund covers almost every reason a chargeback would.

Chargebacks cost both parties unrecoverable processing fees (€15–€30 per dispute) and may result in account suspension. We are happy to refund unused balance directly, faster, and without paperwork.

7. Patient Inquiries (Free Service)

Patients submitting inquiries through DEEPPLANE™ pay nothing. There is no fee, no booking commitment, and no obligation. This Refund Policy does not apply to patient inquiries — only to paid surgeon services.

8. Changes to This Policy

We may update this Refund Policy as our pricing or services change. Material changes (e.g. shortening the 30-day refund window, adding non-refundable charges) will be notified by email to all surgeons with an active wallet balance at least 14 days before they take effect. Non-material wording changes will be reflected by updating the "Last updated" date above.

9. Contact

Email / contact form: deepplane.com/contact
Postal address: Gamevato OÜ, Tartu mnt 67/1-13b, Tallinn 10115, Estonia