Refund Policy

All payments for the PrimeStay platform are processed by Paddle.com (Paddle.com, Inc. and Paddle Payments Ltd.), acting as Merchant of Record (MoR). By purchasing a subscription, the user enters into a contractual relationship with Paddle, which is responsible for payment processing, billing disputes and invoicing.

PrimeStay never receives, processes or stores user payment card data.

For all billing questions, invoices and disputed transactions, users may contact Paddle at support.paddle.com or the PrimeStay team at info@primestay.rs.

For a first purchase (new account or new subscription), the user may request a full refund within 5 days of access activation, without providing a reason.

Refund requests should be sent to info@primestay.rs or directly to Paddle at support.paddle.com. Paddle processes approved refunds within 14 days of approval.

In accordance with EU consumer protection regulations, users have the statutory right of withdrawal within 14 days of the first purchase (right to withdraw from a distance contract). This right lapses before 14 days if access to the platform has been activated with the user's prior explicit consent and the user has acknowledged waiving the right of withdrawal.

Recurring subscription renewals are not eligible for refunds, except as required by applicable law.

In the event of a billing error or duplicate charge, refunds are resolved as a priority.

Users may cancel their subscription at any time via their account settings or by contacting the PrimeStay team.

To take effect before the next billing date, cancellation must be completed at least 48 hours before that date.

Cancellation takes effect at the end of the current billing period — the user retains full access until then.

Cancellation does not entitle the user to a refund for remaining days in the current period, except as set out in section 2.

If a user downgrades to a lower plan, the change takes effect from the next billing period.

No refund is issued for the price difference in the current period.

If PrimeStay permanently discontinues a particular plan or the platform, users will be offered an alternative or a proportional refund of pre-paid fees for the remaining period.

For refund requests or billing questions, please contact us at: info@primestay.rs

Alternatively, you may contact Paddle directly at: support.paddle.com

PrimeStay, VAT ID: 115504426, Company ID: 68417422, Belgrade, Republic of Serbia.