Can I cash out my credit?

Short answer: Almost never.
Long answer: According to Article 3 of our Terms, refunds are not allowed while the contract is active or during the cooling‐off period. Even after the contract ends, there are many formal obstacles. This is not like a checking account, but a prepayment for services.

What types of credit are affected?

  • Regular loaded credit:
    A refund is only considered after the contract ends and only if there are no other pending charges, special conditions, or ongoing bookings.
    → Refunds are processed using the same payment method used to load the credit. Other methods (e.g. a third party’s bank account) are not allowed.
  • Special credit (e.g. from promotions, donations, goodwill, or cancelled contract parts):
    Never refundable. These funds are designated for a specific purpose and, according to our Terms (Article 3, paragraphs 4 and 5), are legally separate from regular credit.

What about Paysafecard or other „anonymous“ payment methods?

Credit loaded with Paysafecard cannot normally be refunded. Only in rare cases, after a full identity verification (including proof of ownership of the Paysafecard) and with a bank account that exactly matches your name, will we consider a refund – but we cannot promise it.

I still want a refund. What should I do?

If you have a valid reason (for example, accidentally loading a very high amount), you can request a refund only after the contract ends and under the following conditions:

  1. Send a written request to [email protected] including:
    • A copy of your ID (both front and back)
    • Proof of the original payment method
    • Proof of a bank account with your name exactly as registered
  2. Wait for our accounting team to complete the review (this may take up to 14 days).
  3. A refund will only be made if the legal conditions are completely clear.

Our advice: Only load what you plan to use.

Since the credit is only used to pay for services, we strongly recommend loading only the amount you are sure you will use. A refund on request is not provided by our Terms.

Does my credit ever expire?

No. Even if you do not use your account for a long time, your regular loaded credit remains valid indefinitely. However, special credit may expire, especially if your account is closed or the contract ends – please see Article 3, paragraph 5 of our Terms.