Politika refundacije

Verzija 2026-04-12-v3 · Poslednje azuriranje: 12. april 2026.

Kratko: Ako vam se Pro plan ne svidja, imate pravo na pun povracaj novca u prva 14 dana od inicijalne kupovine — bez pitanja. Ova politika se dodatno objasnjava u nastavku.

1. Na koga se ova politika odnosi

Ova politika se odnosi na sve korisnike koji su kupili Web Security Scanner Pro pretplatu (mesecni ili godisnji plan) kroz nasu platformu. Plaćanja se obradjuju preko Lemon Squeezy Inc. kao Merchant of Record — oni su formalni prodavac i oni izdaju racune, ali operacija refundacije prolazi kroz nas zahtev.

2. Pravo na refundaciju (EU Consumer Rights Directive)

Ako ste korisnik iz Evropske unije, prema Direktivi 2011/83/EU o pravima potrosaca, imate zakonsko pravo da odustanete od digitalnog servisa u roku od 14 dana od kupovine, bez navodjenja razloga.

Ovaj rok se primenjuje na inicijalnu kupovinu Pro plana. Za obnavljanja pretplate (kada se mesecni ili godisnji ciklus automatski produzi), refundacije se razmatraju posebno po principima iz sekcije 4.

3. Rokovi refundacije

Konkretni rokovi koje garantujemo:

  • 7-dnevni besplatni trial (sve Pro pretplate): Ako otkazete tokom trial perioda, nista vam nece biti naplaćeno. Nije potrebno podnositi zahtev za refundaciju jer nema transakcije.
  • 14 dana od prve naplate (mesecni plan): Ako ste presli iz trial-a u placeni plan i u roku od 14 dana od prve naplate odlucite da vam se ne svidja — pun refund, bez pitanja.
  • 30 dana od prve naplate (godisnji plan): Godisnji pretplatnici imaju prosireni period od 30 dana zato sto je iznos veci i razumno je dati vise vremena za procenu vrednosti.
  • Posle navedenih rokova: Zahtev se razmatra od slucaja do slucaja (vidite sekciju 4).

Rokovi pocinju od datuma prve naplate, ne od datuma pocetka trial-a.

4. Refundacije izvan standardnog roka

Ako ste preko standardnog roka (14 ili 30 dana), mozete i dalje poslati zahtev i mi cemo ga razmotriti u sledecim situacijama:

  • Servis nije radio kako je obecano — ako je backend bio nedostupan vise od 72 sata u kontinuitetu tokom trajanja pretplate, proporcionalno refundujemo taj period. Stanje sistema mozete proveriti na stranici za stanje sistema ili na nezavisnom UptimeRobot dashboardu (60 dana istorije)
  • Duplirana pretplata — ako ste slucajno kupili isti plan dva puta (na primer, zbog greske tokom checkout-a), odmah refundujemo duplikat
  • Neovlasceno plaćanje — ako je neko treci nevoljno koristio vasu karticu, kontaktirajte nas i banku; mi cemo saradjivati u istrazi
  • Tehnicki problem pri aktivaciji — ako niste uspeli da aktivirate license key zbog nase greske, refundujemo neiskorisceni deo pretplate

Za zahteve van standardnog roka koji ne spadaju u gornje kategorije, odluka je diskreciona, ali uvek pokusavamo da budemo fer.

5. Sta NIJE razlog za refundaciju

Radi transparentnosti, evo sta ne smatramo osnovom za povracaj:

  • Zaboravili ste da otkazete pretplatu pre automatskog obnavljanja. Slanjemo email podsetnike pre svakog obnavljanja; ako niste otkazali na vreme, naredni ciklus se smatra vazecim. (Ali ako je pitanje par dana razlike, obratite nam se — cesto pravimo izuzetak.)
  • Koristili ste servis intenzivno pa otkazali. Ako ste pokrenuli stotine skenova i izvezli PDF-ove pre zahteva za refundaciju, to je indikator da ste dobili vrednost.
  • Promena planova na vasoj strani (zatvorili ste sajt, nemate vise vremena, itd.) — zahtev se razmatra u sekciji 4 kao "izvan standardnog roka".
  • Nezadovoljstvo ocenjenim bezbednosnim nalazima. Scanner daje objektivne rezultate na osnovu proverljive javne informacije. "Ne svidja mi se moja ocena" nije osnov za refundaciju.

6. Kako da podnesete zahtev

Najbrzi nacin da dobijete refundaciju je kroz Lemon Squeezy customer portal:

  1. Otvorite email sa potvrdom kupovine koji ste dobili od Lemon Squeezy
  2. U email-u naci cete link "Manage subscription" ili "Customer portal"
  3. Kliknite, logujte se email adresom koju ste koristili za kupovinu
  4. U portal-u izaberite opciju "Request refund"

Alternativno, mozete poslati direktnu prijavu kroz nase kanale:

  • Email: pro@gradovi.rs
  • U zahtevu navedite: email koji ste koristili za kupovinu, datum kupovine, razlog, i eventualno dodatne detalje

7. Obrada zahteva i rok za odgovor

Nakon prijema zahteva:

  • Potvrda prijema u 24 sata (radnim danima)
  • Odluka o zahtevu u 72 sata (radnim danima)
  • Ako je zahtev odobren, refundacija se izvrsava kroz Lemon Squeezy-ja u roku od 5-10 radnih dana — tacno vreme zavisi od vase banke i metode placanja (kartica, PayPal, itd.)
  • Pristup Pro funkcijama se deaktivira istog trenutka kada je refund odobren — trial period koji je eventualno ostao tece kao regularan trial

8. Sta se desava sa vasim podacima posle refundacije

Ako dobijete refund, vasa pretplata se otkazuje i license_key postaje neaktivan. Sto se tice podataka u nasoj bazi:

  • subscriptions tabela zadrzava vas row sa status-om "expired" kao dokaz transakcije (pravna obaveza voditi evidenciju za potrebe poreza i racunovodstva — u Srbiji je to 10 godina)
  • scan istorija (ako je bila dostupna preko Pro plana) se cuva po istim pravilima kao i za free korisnike — 90 dana za audit log, bez automatskog brisanja za scans tabelu
  • GDPR brisanje mozete da zatrazite kao i bilo koji drugi korisnik kroz mehanizam opisan u Politici privatnosti, sekcija 8

9. Sporovi i chargeback-ovi

Ako smatramo da nas zahtev za refundaciju nije razumno odbijen, ili ako niste dobili odgovor u navedenim rokovima, imate sledeće opcije:

  • Eskalacija kod Lemon Squeezy — kao Merchant of Record, oni mogu da intervenisu izmedju vas i nas. Njihov support je na lemonsqueezy.com/help
  • Chargeback kroz vasu banku — zakonsko pravo imate da kontaktirate banku koja je izdala karticu i pokrenete chargeback. Molimo vas da prvo kontaktirate nas direktno — cesto se problem resava za par sati i chargeback-ovi su skupi za sve strane
  • Prijava nadleznom organu — ako ste iz EU, mozete podneti prijavu kod Commission for Consumer Protection u vasoj zemlji

10. Kontakt

Za sva pitanja u vezi sa refundacijama:

  • Primarni kanal: Lemon Squeezy customer portal (link u vasem email-u)
  • Email: pro@gradovi.rs
  • Rok za odgovor: 72 sata radnim danima

Za povezane politike pogledajte: Uslove koriscenja i Politiku privatnosti.

Refund Policy

Version 2026-04-12-v3 · Last updated: April 12, 2026

Short version: If you don't like the Pro plan, you get a full refund within the first 14 days of your initial purchase — no questions asked. The full policy is explained below.

1. Who this policy applies to

This policy applies to all customers who purchased a Web Security Scanner Pro subscription (monthly or yearly plan) through our platform. Payments are processed by Lemon Squeezy Inc. as the Merchant of Record — they are the legal seller and issue the invoices, but the refund decision is made by us based on your request.

2. Right of refund (EU Consumer Rights Directive)

If you are a consumer in the European Union, under the Directive 2011/83/EU on consumer rights, you have the statutory right to withdraw from a digital service within 14 days of purchase, without giving a reason.

This right applies to the initial purchase of the Pro plan. For renewal charges (when the monthly or yearly cycle auto-renews), refunds are handled separately as described in section 4.

3. Refund windows

The specific windows we guarantee:

  • 7-day free trial (all Pro plans): If you cancel during the trial, nothing is charged to you. No refund request needed because there was no transaction.
  • 14 days from first charge (monthly plan): If you converted from trial to paid and decide within 14 days of the first charge that it's not for you — full refund, no questions asked.
  • 30 days from first charge (yearly plan): Yearly subscribers get an extended 30-day window because the amount is larger and it's reasonable to give more time to evaluate value.
  • After these windows: Requests are considered case by case (see section 4).

Windows start from the date of first charge, not from the date the trial began.

4. Refunds outside the standard window

If you are past the standard window, you can still submit a request and we'll consider it in the following situations:

  • Service didn't work as promised — if the backend was unavailable for more than 72 continuous hours during your subscription, we refund that period proportionally. You can check system health at the system status page or on the independent UptimeRobot dashboard (60 days of history)
  • Duplicate subscription — if you accidentally bought the same plan twice (e.g., due to a checkout error), we immediately refund the duplicate
  • Unauthorized payment — if someone else used your card without permission, contact us and your bank; we will cooperate with the investigation
  • Technical problem during activation — if you couldn't activate your license key because of our fault, we refund the unused portion of the subscription

For requests outside the standard window that don't fit the above categories, the decision is discretionary, but we always try to be fair.

5. What is NOT a basis for refund

For transparency, here's what we do not consider grounds for a refund:

  • You forgot to cancel before auto-renewal. We send email reminders before every renewal; if you didn't cancel in time, the next cycle is considered valid. (But if it's only a few days off, reach out — we often make exceptions.)
  • You used the service heavily then canceled. If you ran hundreds of scans and exported PDFs before requesting a refund, that indicates you got the value.
  • Change of plans on your side (closed your site, no longer have time, etc.) — requests are considered under section 4 as "outside the standard window".
  • Dissatisfaction with scan findings. The scanner gives objective results based on verifiable public information. "I don't like my grade" is not grounds for a refund.

6. How to submit a request

The fastest way to get a refund is through the Lemon Squeezy customer portal:

  1. Open the purchase confirmation email you received from Lemon Squeezy
  2. In the email you will find a "Manage subscription" or "Customer portal" link
  3. Click it and log in with the email address you used for the purchase
  4. In the portal, choose "Request refund"

Alternatively, you can contact us directly through our channels:

  • Email: pro@gradovi.rs
  • In your request, include: the email you used for purchase, the purchase date, the reason, and any additional details

7. Processing time and response windows

After receiving your request:

  • Acknowledgment within 24 hours (business days)
  • Decision within 72 hours (business days)
  • If the request is approved, the refund is processed through Lemon Squeezy within 5-10 business days — exact time depends on your bank and payment method (card, PayPal, etc.)
  • Pro features are deactivated immediately when the refund is approved — any remaining trial time runs as a normal trial

8. What happens to your data after a refund

If you receive a refund, your subscription is canceled and the license_key becomes inactive. Regarding data in our database:

  • The subscriptions table keeps your row with status "expired" as proof of the transaction (legal obligation to keep records for tax and accounting purposes — in Serbia that is 10 years)
  • Scan history (if it was available through the Pro plan) is retained under the same rules as for free users — 90 days for audit log, no automatic deletion for the scans table
  • You can request GDPR erasure like any other user through the mechanism described in Privacy Policy, section 8

9. Disputes and chargebacks

If you believe your refund request was unreasonably refused, or if you haven't received a response within the stated windows, you have the following options:

  • Escalation with Lemon Squeezy — as the Merchant of Record, they can intervene between you and us. Their support is at lemonsqueezy.com/help
  • Chargeback through your bank — you have the legal right to contact your card issuer and initiate a chargeback. Please contact us directly first — problems are often resolved within hours, and chargebacks are costly for everyone involved
  • Filing with a regulator — if you are in the EU, you can file a complaint with your country's Consumer Protection authority

10. Contact

For any questions about refunds:

  • Primary channel: Lemon Squeezy customer portal (link in your email)
  • Email: pro@gradovi.rs
  • Response time: 72 hours on business days

For related policies see: Terms of Service and Privacy Policy.