Refund & Withdrawal Policy
Last updated: 27 June 2026
Template / draft — not legal advice. The statutory withdrawal instruction (Widerrufsbelehrung) and the digital-content waiver have strict formal requirements in Germany/EU; have a qualified lawyer finalize this wording before publishing.
1. Who handles refunds
Payments are processed by Paddle.com Market Ltd as Merchant of Record. Refunds are therefore issued through Paddle. You can request one by contacting us at elena.hertel1986@gmail.com or via the Paddle receipt e-mail you received for the order.
2. Statutory right of withdrawal (EU/EEA consumers)
If you are a consumer in the EU/EEA, you generally have the right to withdraw from a distance contract within 14 days without giving reasons.
3. Important exception for digital content and credits
For digital content and prepaid credits supplied immediately, the right of withdrawal expires once performance has begun, provided you have (a) expressly consented to immediate performance and (b) acknowledged that you thereby lose your right of withdrawal (§ 356(5) BGB / Art. 16(m) Directive 2011/83/EU). In practice this means: once a license key has been delivered/activated or credits have been used, that portion is no longer withdrawable.
4. Our voluntary refund policy
Beyond your statutory rights, we voluntarily offer:
- Unused credit packs: full refund within [14] days of purchase if no credits from that pack have been spent.
- Lifetime license: full refund within [14] days if the key has not been activated on any machine.
- Partially used purchases are generally non-refundable, save for the cases in section 5.
[Adjust these windows/conditions to your actual policy — and keep them consistent with what you tell Paddle.]
5. Faulty or undelivered products
If a product is defective, not as described, or was not delivered, your statutory warranty rights apply and we will provide a remedy or refund at no cost to you. This section is not limited by section 4.
6. How to request a refund
- E-mail elena.hertel1986@gmail.com with the e-mail used at checkout and your Paddle order/transaction id (from the receipt).
- We confirm eligibility and instruct Paddle to refund to your original payment method.
Approved refunds are typically processed by Paddle within [5–10] business days, depending on your bank or payment provider.
7. Withdrawal declaration
To exercise a statutory withdrawal (where still applicable under section 3), an unambiguous statement (e.g. an e-mail to elena.hertel1986@gmail.com) is sufficient. A formal model withdrawal form / Widerrufsbelehrung should be linked here once finalized by your lawyer.