Refund Policy
This Refund Policy explains the conditions under which GreenDotPlay d.o.o. refunds subscriptions to Green Dot plans. It is aligned with, and in several places goes beyond, the mandatory rights of European Union consumers under the Consumer Rights Directive 2011/83/EU as transposed into Montenegrin law.
1. Fourteen-day right of withdrawal
Every first-time purchase of a paid Green Dot plan — Standard, Pro, Team, Club, Yearly Pro, Founder, Gift Card — carries a full, no-questions-asked refund right during the fourteen days following the payment date. Exercise the right by emailing support@greendotplay.org from the address on the account, or from Account → Billing → Request refund. The refund is issued to the original card within five working days of receipt of the request; the credit typically appears on your statement within another three working days depending on your bank.
You do not have to give a reason, and we do not ask "why" as a retention tactic. If our product is not for you, we would rather refund cleanly and have a fair reputation than push you through a survey.
2. Free plan
Nothing to refund — the Free plan is genuinely free, no card ever provided, no charge ever made.
3. Monthly plans (Standard, Pro, Team, Club)
Beyond the fourteen-day window, cancellation stops future renewals but does not trigger a mid-cycle refund. You keep the plan features until the end of the current billing cycle, then revert to Free.
Exception: if a technical incident on our side made your account unusable for more than 48 consecutive hours in a billing cycle, we credit a pro-rata refund automatically, no request required.
4. Yearly Pro
Fourteen-day full refund on the first purchase. After fourteen days, we offer a pro-rata refund minus one month at the monthly Pro rate — reason: the yearly price is discounted by 25 percent, so a pro-rata refund without adjustment would leave you cheaper-per-month than a monthly subscriber. The adjustment removes that arbitrage.
Concretely: if you paid EUR 79 for Yearly Pro, used it for three months, and then requested a refund, we refund EUR 79 minus (3 × EUR 8.90) = EUR 52.30.
5. Founder plan
Fourteen-day full refund on the first purchase, no questions asked, no adjustment. After fourteen days, the Founder plan is non-refundable — the reason it is capped at 2,000 seats is that we plan for a long tail of Founders; refunding a seat months later would be unfair to players still waiting.
6. Gift Card
Fourteen-day full refund on an unredeemed gift card. Once the recipient redeems the code and Pro is activated, no refund is possible — the value has transferred to a third party.
7. Team and Club plans
The billing owner may request a refund under the same rules as the individual monthly plans. Seat reallocations mid-cycle are free; downgrading the seat count takes effect at the next renewal.
8. How refunds are issued
Always to the original payment method. If the original card has been closed, we issue a bank transfer on receipt of an IBAN (SEPA only). Refunds are always in EUR.
9. Chargebacks
If you dispute a charge directly with your bank without contacting us first, we lose part of the amount in bank processing fees. We would much rather you emailed us — the answer is almost always "yes, refunded". A chargeback also automatically triggers a soft suspension of your Green Dot account until the dispute is closed.
10. Non-EU customers
Green Dot serves customers globally. Non-EU customers are covered by the same fourteen-day refund right as a matter of company policy, notwithstanding that the underlying Directive applies to EU consumers only.
11. Legal basis and jurisdiction
This policy is granted in addition to your statutory rights under the Consumer Rights Directive 2011/83/EU as transposed into Montenegrin law and, where applicable, the consumer-protection law of your country of residence. Disputes fall under Osnovni sud u Podgorici unless mandatory local consumer law provides otherwise.
12. Withdrawal form model
Consumers domiciled in the European Union may use the following model withdrawal form to exercise the fourteen-day right of withdrawal. Use of the model is optional; a plain-language email stating the intent to withdraw has the same effect.
To: GreenDotPlay d.o.o., ul. Slobode 27, 81000 Podgorica, Crna Gora, email support@greendotplay.org. I hereby give notice that I withdraw from my contract for the following Green Dot plan: [plan name]. Ordered on: [date]. Consumer name: [name]. Consumer address: [address]. Consumer signature (only if this form is notified on paper): [signature]. Date: [date].
13. Refund timelines in practice
From receipt of the refund request to the credit appearing on your card statement, the typical timeline is: same-working-day acknowledgement email, one-to-two working days internal validation, one working day to instruct the payment provider, one-to-five working days for the bank to post the credit. Total wall-clock time: typically four to nine working days. Should the credit not appear on your statement within fifteen working days of your original request, please email us — the issue is almost always at the intermediary bank, and we can trigger a payment-provider investigation.
14. Refunds after account deletion
If you have deleted your Green Dot account before requesting a refund, refunds remain possible during the fourteen-day account grace window by contacting us with the invoice number of the receipt sent to your former email address. After the fifteen-day permanent-deletion mark, we can no longer identify your account internally and refunds cannot be processed except in exceptional circumstances (fraud, unauthorised charge) evidenced by external documentation.
15. Currency and taxes
All prices, all charges and all refunds are in EUR. VAT, where applicable, is included in the displayed price. Refunds return the full amount originally charged, including VAT. Currency-conversion fees applied by your issuing bank at the time of the original charge are not our responsibility and cannot be refunded by us; they may sometimes be reversed by your bank, which is a matter between you and your bank.
16. Refund of Team and Club seats
Refunding a Team or Club plan refunds the entire workspace bill; individual seat refunds are not offered. If a seat holder wants to leave a Team or Club workspace, the billing owner may remove that seat mid-cycle and re-add it at the next renewal, or downgrade the seat count effective at the next renewal. Removed seats retain their individual free-tier account and their history.
17. Chargeback recovery process
If you initiate a chargeback and it is confirmed to have been made in bad faith (dispute of a charge for a plan you actively used and did not attempt to resolve with us first), our support team will contact you once to resolve, and if unsuccessful may block future subscriptions from the same card or Green Dot account. This is not a punitive measure; it protects us from repeat bank-processing losses.
18. Consumer information
You are entitled to receive pre-contractual and contractual information in the language of your EU country of residence where mandatory national implementing legislation applies. Contact support@greendotplay.org if a translation is needed; we provide English by default and French, Italian and Serbian on request.
19. Alternative dispute resolution and ODR platform
The European Commission provides an online dispute resolution platform accessible at ec.europa.eu/consumers/odr. Consumers domiciled in the European Union may use the platform to submit disputes concerning contracts concluded online with us, without prejudice to their right to bring judicial proceedings before a competent court. GreenDotPlay is not committed to using any specific alternative dispute resolution body but engages in good-faith case-by-case resolution attempts.
20. Contact
Every refund request: support@greendotplay.org. Include the invoice reference from the receipt PDF; response within one working day, refund within five working days of confirmation. Postal: GreenDotPlay d.o.o., ul. Slobode 27, 81000 Podgorica, Crna Gora.