Cancellation and Refund Policy

1. What this policy covers

This policy governs the sports club subscription to the "Virtus WIN" service — the only paid product within the service. Use of the app by players is free of charge and is not subject to this policy.

The subscription is a business tool that enables a club to manage its schedule and price list, receive booking requests and use other features for organising court time. The buyer of the subscription is the club as a legal entity (a company, or an entrepreneur acting within their business activity).

2. When the service begins

The service is digital and begins immediately upon activation of the subscription. By activating the subscription, the club expressly requests that provision of the service begin without delay and confirms its agreement to this.

3. Cancelling the subscription

A club may cancel the subscription at any time, through the app or by sending a request to the contact address above.

• Cancellation stops the next charge (the renewal).
• The subscription remains active until the end of the period already paid for.
• When the period expires, the account moves to the free tier, with no further charges.

Cancellation requires no explanation and carries no termination fee.

4. Refunds

A period already paid for is not refunded. Upon activation of the subscription the service has been provided and is available to the club for that entire period, so cancelling during the period does not create a right to a refund for the remaining days. Cancellation still stops the next charge.

We issue a full refund without delay when the error is on our side:

• double charge for the same period,
• a technical error on our side due to which the service was unavailable for a significant part of the period,
• a charge made after a duly received cancellation,
• a charge of an amount different from the agreed one.

Refunds are made to the same payment instrument used for the payment (the same card, or the same account), with no refund-processing fee.

Requests are sent to support@virtus-win.com, with the invoice number or payment details. An approved refund is made to the same means of payment from which the payment was received.

Switching to another plan during the period is not a refund and the first paragraph of this section does not apply to it. Instead of a refund, the remaining value of the current subscription carries over to the new plan:

• what carries over is monetary value, not days — the remaining days are converted using the ratio of the two plans' daily prices, so the switch is money-neutral even when the plans differ in price or billing period (monthly ↔ annual);
• the resulting number of days is rounded down to the nearest whole day;
• switching to a more expensive plan takes effect immediately, with payment of the new plan's full price and the carried-over days added to it;
• switching to a cheaper or free plan takes effect at the end of the period already paid for, so that period remains fully used;
• nothing carries over from a free plan, since it has no paid value.

The value of the remaining days is calculated using the price the club actually paid for the current period, not a price that may have changed since. The exact calculation is shown in the app before the switch is confirmed.

5. Price changes

We may change the subscription price, with prior notice to the club sent at least 30 days before the new price takes effect. The notice states the old price, the new price and the date from which the new price applies.

The new price applies from the first billing period that begins after that date — never retroactively and never during a period already paid for. A club that does not agree may cancel the subscription before the new price takes effect; until then, the service is provided at the old price for the period already paid for.

We apply price decreases immediately and without prior notice.

6. Complaints

If a club believes a refund has not been handled correctly, a complaint may be sent to support@virtus-win.com. We will consider the complaint and reply in writing.

7. Language of this document

This document is drawn up in the Serbian language. Translations into other languages are provided for ease of understanding; in the event of any discrepancy between a translation and the Serbian text, the Serbian text shall prevail.

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*This policy forms an integral part of the Terms of Service.*