Refund and Withdrawal Policy
Last updated: October 16, 2026
Short version: on our website you get 14 days to change your mind, for any reason. App purchases are refunded by Google or Apple. You can cancel subscriptions any time.
This policy is part of our Terms of Service. It never limits rights you have under the law of the country you live in.
1. Overview
| Where you bought | Who refunds | How to ask |
|---|---|---|
| Our website or web app | Our reseller Paddle.com, the Merchant of Record, on our instruction | Withdraw from contract here, reply to your Paddle receipt, paddle.net, or hello@zaubar.com |
| Android app (Google Play) | Google Play refunds | |
| iPhone app (App Store) | Apple | reportaproblem.apple.com |
2. Our 14-day refund promise for web purchases
If you are not happy with a purchase made on our website, you can ask for a full refund within 14 days of the payment, for any reason and without having to give one. This applies to:
- a Ticket;
- the first payment of an Explorer or Pioneer subscription, including the first payment after a free trial;
- a yearly Pioneer renewal, if you ask within 14 days of the renewal payment;
- gift codes that have not been redeemed yet.
Refunds go back to the original payment method, usually within 5 to 10 business days after we approve them, depending on your bank. This promise is voluntary and applies in addition to your statutory rights, also where a statutory right of withdrawal has expired. It does not apply to purchases made through Google Play or the App Store, whose refund rules are set by Google and Apple.
We may refuse a refund where we see clear abuse, for example repeated buying and refunding to get free access, as far as the law allows.
3. Free trials
Explorer and Pioneer can start with a free trial. If you cancel before the trial ends, you are not charged. If you do not cancel, the paid subscription starts automatically at the end of the trial and is charged for the first period. The date of the first charge is shown before you confirm. A free trial is available once per person.
4. Cancelling a subscription
You can cancel a subscription at any time. It then ends at the end of the billing period you have paid for, and your access continues until then. There are no cancellation fees.
- Web purchases: cancel contracts here, use the link in your Paddle receipt email, or write to hello@zaubar.com.
- Google Play: Play Store subscriptions.
- App Store: App Store subscriptions, or Settings, your name, Subscriptions on your iPhone.
Deleting the app or your account does not cancel a store subscription. Except for our refund promise above and where the law requires otherwise, we do not refund the part of a period already started.
Consumers in Germany: after the first year, a Pioneer subscription continues for an indefinite period, and you may cancel it at any time with one month's notice. We refund the part of a renewal payment that covers the time after your subscription ends.
5. Statutory right of withdrawal (consumers in the EU, the EEA and the UK)
If you are a consumer living in the European Union, the European Economic Area or the United Kingdom, you have the following statutory right. For web purchases your contract of sale is with our reseller Paddle.com; you can send your withdrawal to Paddle or to us, and we make sure it is processed.
Withdrawal information
Right of withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day of the conclusion of the contract.
To exercise the right of withdrawal, you must inform us (Zaubar UG (haftungsbeschränkt), Nollendorfstraße 20, 10777 Berlin, Germany, email hello@zaubar.com, phone +49 176 45709672) of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an email). You may use the model withdrawal form below, but it is not obligatory.
You can also exercise your right of withdrawal online at minilocals.com/withdraw. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (for example by email), including its content and the date and time of its submission, without undue delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal. If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
If you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated to us your withdrawal from this contract, in comparison with the full coverage of the contract.
When the right of withdrawal ends early
For digital content not supplied on a tangible medium, the right of withdrawal expires once we have started to provide it, if you expressly agreed that we start before the end of the withdrawal period, you acknowledged that you thereby lose your right of withdrawal, and we confirmed this to you. For digital services, the right of withdrawal expires once the service has been provided in full, if you expressly asked us to start before the end of the withdrawal period and acknowledged this. A free trial gives you the right of withdrawal once, when you sign up; it does not start again when the trial turns into a paid subscription, as long as we told you clearly beforehand that it would.
Our 14-day refund promise for web purchases applies even where the statutory right has ended early.
6. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract. The quickest way is our online withdrawal function.)
To Zaubar UG (haftungsbeschränkt), Nollendorfstraße 20, 10777 Berlin, Germany, hello@zaubar.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service (*) / digital content (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
7. Widerrufsbelehrung und Muster-Widerrufsformular (Deutsch)
Für Verbraucherinnen und Verbraucher in der Europäischen Union gilt:
Widerrufsbelehrung
Widerrufsrecht. Sie haben das Recht, binnen vierzehn Tagen ohne Angabe von Gründen diesen Vertrag zu widerrufen. Die Widerrufsfrist beträgt vierzehn Tage ab dem Tag des Vertragsabschlusses.
Um Ihr Widerrufsrecht auszuüben, müssen Sie uns (Zaubar UG (haftungsbeschränkt), Nollendorfstraße 20, 10777 Berlin, Deutschland, E-Mail hello@zaubar.com, Telefon +49 176 45709672) mittels einer eindeutigen Erklärung (zum Beispiel ein mit der Post versandter Brief oder eine E-Mail) über Ihren Entschluss, diesen Vertrag zu widerrufen, informieren. Sie können dafür das beigefügte Muster-Widerrufsformular verwenden, das jedoch nicht vorgeschrieben ist.
Sie können Ihr Widerrufsrecht auch online unter minilocals.com/withdraw ausüben. Wenn Sie diese Online-Funktion nutzen, übermitteln wir Ihnen auf einem dauerhaften Datenträger (zum Beispiel durch eine E-Mail) unverzüglich eine Eingangsbestätigung mit Informationen zum Inhalt der Widerrufserklärung sowie dem Datum und der Uhrzeit ihres Eingangs.
Zur Wahrung der Widerrufsfrist reicht es aus, dass Sie die Mitteilung über die Ausübung des Widerrufsrechts vor Ablauf der Widerrufsfrist absenden.
Folgen des Widerrufs. Wenn Sie diesen Vertrag widerrufen, haben wir Ihnen alle Zahlungen, die wir von Ihnen erhalten haben, unverzüglich und spätestens binnen vierzehn Tagen ab dem Tag zurückzuzahlen, an dem die Mitteilung über Ihren Widerruf dieses Vertrags bei uns eingegangen ist. Für diese Rückzahlung verwenden wir dasselbe Zahlungsmittel, das Sie bei der ursprünglichen Transaktion eingesetzt haben, es sei denn, mit Ihnen wurde ausdrücklich etwas anderes vereinbart; in keinem Fall werden Ihnen wegen dieser Rückzahlung Entgelte berechnet.
Haben Sie verlangt, dass die Dienstleistungen während der Widerrufsfrist beginnen sollen, so haben Sie uns einen angemessenen Betrag zu zahlen, der dem Anteil der bis zu dem Zeitpunkt, zu dem Sie uns von der Ausübung des Widerrufsrechts hinsichtlich dieses Vertrags unterrichten, bereits erbrachten Dienstleistungen im Vergleich zum Gesamtumfang der im Vertrag vorgesehenen Dienstleistungen entspricht.
Vorzeitiges Erlöschen. Bei einem Vertrag über nicht auf einem körperlichen Datenträger befindliche digitale Inhalte erlischt das Widerrufsrecht, sobald wir mit der Vertragserfüllung begonnen haben, nachdem Sie ausdrücklich zugestimmt haben, dass wir vor Ablauf der Widerrufsfrist beginnen, Ihre Kenntnis davon bestätigt haben, dass Sie durch Ihre Zustimmung Ihr Widerrufsrecht verlieren, und wir Ihnen dies bestätigt haben. Bei Dienstleistungen erlischt es, wenn wir die Dienstleistung vollständig erbracht haben und Sie dem vorher ausdrücklich zugestimmt und dies bestätigt haben. Unser freiwilliges 14-Tage-Erstattungsversprechen für Käufe auf der Website gilt auch dann.
Muster-Widerrufsformular
(Wenn Sie den Vertrag widerrufen wollen, dann füllen Sie bitte dieses Formular aus und senden Sie es zurück.)
An Zaubar UG (haftungsbeschränkt), Nollendorfstraße 20, 10777 Berlin, hello@zaubar.com:
Hiermit widerrufe(n) ich/wir (*) den von mir/uns (*) abgeschlossenen Vertrag über die Erbringung der folgenden Dienstleistung (*) / die Bereitstellung der folgenden digitalen Inhalte (*):
Bestellt am (*) / erhalten am (*):
Name des/der Verbraucher(s):
Anschrift des/der Verbraucher(s):
Unterschrift des/der Verbraucher(s) (nur bei Mitteilung auf Papier):
Datum:
(*) Unzutreffendes streichen.
Online geht es am schnellsten: Vertrag widerrufen. Ein Abo beenden: Verträge hier kündigen.
8. Consumers in other countries
Wherever you live, you keep the rights your local consumer law gives you, and nothing in this policy limits them. For example, in Australia our services come with guarantees that cannot be excluded under the Australian Consumer Law, and in New Zealand the Consumer Guarantees Act applies; for a major failure you are entitled to cancel and get a refund. In the United States and elsewhere, our 14-day refund promise for web purchases applies to you just the same.
9. Gift codes
Unredeemed gift codes can be refunded in full within 14 days of purchase; ask the buyer's way, through Paddle or hello@zaubar.com. Once a code has been redeemed, it cannot be refunded or exchanged for cash, unless the law requires it. Unused codes stay valid for 3 years from purchase.
10. Before a chargeback
If something went wrong with a payment, please contact us first; most problems are solved within a day. If you start a chargeback for a payment that was valid, we may pause paid access linked to that payment while the dispute is open, as far as the law allows.
11. Contact
Zaubar UG (haftungsbeschränkt), Nollendorfstraße 20, 10777 Berlin, Germany. Email hello@zaubar.com, phone +49 176 45709672. Our order process on the web is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our web orders. Paddle provides customer service for orders and handles returns.