Refund Policy

1. Company Information

This Refund Policy applies to all paid services provided by Gamevato OÜ through DeepPlane.com.

• Legal Business Name: Gamevato OÜ
• Trade Name: DeepPlane.com
• 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.com

DeepPlane.com 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:

1. 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.
2. 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.com 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.com 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