This English text is a translation for convenience only; if it differs from the Russian text (ru/03-vozvrat.md), the Russian text prevails.
Terms of Withdrawal from the Service and Refund of Money
The "Fortochka" («Форточка») service. Edition of 14 October 2026.
This document forms part of the Public Offer. Terms are used with the meanings given in the Offer.
1. The right to withdraw
The User may withdraw from the Service at any time after paying an Order — both before the Paid Period starts and during it — without giving reasons (Article 32 of the Law of the Russian Federation No. 2300-1 of 07.02.1992 "On Protection of Consumer Rights").
2. How to apply
A User who has paid an Order may apply. Write to Support — in Telegram to @get_fortochka_bot or by e-mail to reach_fortochka@mail.ru — and state the Order number (it is shown in the Bot) or, if there is no number, the date and amount of the payment.
It is more convenient to write from the Telegram account from which the Order was created. If there is no longer access to that account, it is possible to write from another account or by e-mail and name the Order (clause 14.4 of the Offer).
A request is deemed received on the day it is sent. If no Order is named, the Provider asks the User which Orders the User is withdrawing from; until the reply, the withdrawal is treated as relating to the last paid Order. The clarification does not extend the time limit stated in clause 5.1.
3. What is refunded
3.1. The whole amount of the Order is refunded if:
— access under the Order was not activated within one day (сутки) from the moment of payment; — the Paid Period under the Order had not yet started at the moment of the request; — the User was never able to use the Service under that Order, unless the Provider proves that the reason was on the User's side or lay in force majeure.
3.2. In all other cases the cost of the unused days is refunded:
refund amount = price of the Order × number of unused days ÷ number of days in the Paid Period
3.3. Days are counted as full days (сутки) from the start of the Paid Period. The day on which the request arrived counts as used, and all following days as unused. Days on which access was suspended by the Provider count as unused. Days for which the User has already received an extension or a refund under clause 12.3 of the Offer are not counted a second time. If the Access Term is made up of several periods, days are used up in the order in which they were added.
3.4. The amount is rounded up to the kopek. Nothing else is deducted: neither the Payment Service's commission nor other expenses of the Provider.
4. Examples
Example 1. Plan "1 month": 30 days, 99 ₽. The request arrived on the 10th day. Unused days: 20. Refund: 99 × 20 ÷ 30 = 66.00 ₽.
Example 2. Plan "3 months": 90 days, 269 ₽. The request arrived on the 30th day. Unused days: 60. Refund: 269 × 60 ÷ 90 = 179.333… ₽, after rounding — 179.34 ₽.
Example 3. An Order under the Plan "1 month" (99 ₽) was paid when the User had 12 days left of an Access Term received earlier. The request arrived 5 days after the payment: the Paid Period under this Order had not yet started. Refund: 99.00 ₽.
5. Time limit and method of refund
5.1. The Provider initiates the refund in the Payment Service no later than 3 calendar days from the day the request is received, so that the money is returned to the User no later than 7 calendar days from the day the request is received.
5.2. Money is returned through the Payment Service by the same method by which the payment was made. If that is technically impossible — by another method agreed with the User. In that case the Provider, within the time limit set by clause 5.1 for initiating the refund, asks the User only for the information needed for the transfer (for example, a phone number for a transfer through SBP) and uses it only for that refund. The time limit for returning the money stated in clause 5.1 is then counted from the day the User provided that information.
5.3. The time of crediting also depends on the User's bank. If the money has not arrived within 10 calendar days from the day of the request, the User informs Support, and the Provider checks the refund in the Payment Service.
5.4. When money is refunded, the Provider corrects the information about the payment received in the «Мой налог» ("My Tax") application; the receipt for a payment refunded in full is cancelled.
6. What happens to the term and to credits
6.1. The unused days of the Order are removed from the Access Term at the moment of the refund. No fee is retained for the time between the request and the refund.
6.2. The Free Period and Extra Days have no monetary value and are not included in the refund calculation. A Free Period and Extra Days already received by the User are kept on a refund.
6.3. If the payment of a User who came by invitation is refunded in full or in part, the 30 Extra Days credited for that User to the inviting User are cancelled in their unused part (clause 8.8 of the Offer).
6.4. If an Order was paid during a Free Period and refunded in full before it ended, the Free Period's limits on the number of Devices and the volume of traffic apply again to the remaining days of the Free Period (clause 6.4 of the Offer).
7. If the Service did not work or its provision has been ended
7.1. Access was not activated within one day (сутки) from the moment the Order was paid — the User may withdraw from the Order and receive the whole amount.
7.2. The Service was unavailable — the User, at the User's choice, receives an extension of the Access Term by the time of unavailability or a refund of the cost of that time. This rule does not apply if the Provider proves that the unavailability was caused by reasons on the User's side (the User's Device, the connection application, the Internet connection from the User's telecommunications operator) or by force majeure. Faults at hosting providers and other persons engaged by the Provider are reasons on the Provider's side. The time of unavailability is rounded up to whole days (сутки); the cost of those days is calculated by the formula in clause 3.2; the refund is made within the time limit stated in clause 5.1 (clause 12.3 of the Offer).
7.3. The User also keeps all other rights provided by law in case of a breach of the time limit for providing a service and of defects in a service (Articles 28 and 29 of the Law of the Russian Federation "On Protection of Consumer Rights").
7.4. If the Provider itself ends provision of the Service (section 10 of the Offer) or closes Fortochka (clause 15.4 of the Offer), the cost of the unused days is refunded by the formula in clause 3.2 without a request from the User, no later than 7 calendar days from the day of the Provider's message about withdrawal from the contract or from the day Fortochka closes. All days starting from the moment access was suspended count as unused or, when Fortochka closes, all days starting from the moment the Service ceased to be provided. The refund does not deprive the User of the right to compensation of losses.
8. If a dispute arises
The Provider replies to a request within 10 calendar days from the day it is received. It is not mandatory to contact the Provider before going to court. The User may apply to a court of the User's choice, including at the User's place of residence (Article 17 of the Law of the Russian Federation "On Protection of Consumer Rights").