This Refund Policy outlines the terms and conditions under which PromoDocs, a sole proprietorship operated by Nikita Melkozerov and based in Germany, will process refunds for our credit-based Software as a Service (SaaS) platform. This policy is designed to be fair to our customers while also protecting our business interests. PromoDocs is a digital service with immediate delivery of access to our platform upon purchase.
As per EU consumer protection laws, customers who are consumers (not businesses) have the right to withdraw from the purchase contract within 14 days without giving any reason. This period begins on the day the contract is concluded (typically when the purchase is made).
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., an email to [email protected]).
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.
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.
Refunds for unused credits may be requested within 14 days of purchase. After this period, unused credits are generally non-refundable.
If you have used some, but not all, of your purchased credits within the withdrawal period, the refund will be calculated proportionally based on the number of unused credits.
To request a refund for unused or partially used credits, please email [email protected] with the following information:
Refund requests will be reviewed on a case-by-case basis. We reserve the right to deny refund requests if we detect abuse of this policy or if the credits have been fully used.
Approved refunds will be processed through our payment processor, Paddle. Refunds may take up to 14 business days to appear on your statement. All refunds will be issued in the original currency of purchase. For international customers, please note that exchange rates may apply, and these are determined by your payment provider.
If you experience significant issues with our service that prevent you from using your credits as intended, you may be eligible for a refund or credit. Significant issues are defined as persistent technical problems that substantially impair the core functionality of PromoDocs, such as inability to generate documents or prolonged service outages.
To be eligible for a refund due to service issues, you must report the problem within 30 days of its occurrence.
To request a refund due to service issues, please email [email protected] with:
We will investigate the reported issue and may offer one of the following resolutions:
Promotional or free credits are not eligible for refunds.
Credits used in violation of our Terms of Service are not eligible for refunds.
All refunds will include any VAT or sales tax initially charged. However, please note that we cannot refund any separate taxes you may have owed in your home country. You may need to seek reimbursement of such taxes from your local tax office.
Upon processing a full refund, your account will be deactivated, and any generated content will be deleted from our active systems within 30 days. We retain certain data for accounting and legal purposes in accordance with our Privacy Policy and applicable laws.
If you disagree with a refund decision, please contact our support team at [email protected]. We aim to resolve all disputes amicably. If we cannot reach a resolution, disputes will be settled in accordance with the dispute resolution process outlined in our Terms of Service.
PromoDocs reserves the right to refuse a refund request if we have evidence of fraud, abuse of the refund policy, or multiple refund requests from the same customer. We may also refuse refunds for accounts that have violated our Terms of Service.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. For significant changes, we will make reasonable efforts to notify customers via email or through a notice on our website. Your continued use of PromoDocs after any changes to this policy constitutes your acceptance of such changes.
This Refund Policy is available in English.
This Refund Policy is designed to comply with German and European Union consumer protection laws, including the EU Consumer Rights Directive and applicable German laws.
If you have any questions about this Refund Policy, please contact us at [email protected].