Refund and Cancellation Policy

Effective Date: pending activation (not set reserved for release).

Last Updated: pending activation (not set reserved for release).

Draft prepared and revised: 7 October 2026. Pending activation.

Non-binding summary. Cancel Pro to stop its next renewal. Withdrawal, refunds for defective supply and closing an account have different effects. Contact support if a public function fails. Statutory rights remain available even after credits have been used. This summary is outside the operative policy.

1. Scope and contacts

1.1. The supplier is Igor Tkachenko OwlMeans Software (trading as “OwlMeans Software, JDG”), ul. Ariańska 9/5, 31-505 Kraków, Poland; NIP 6772507251; EU VAT identifier PL6772507251; REGON 527979906; support@owlmeans.com; +48 780 256 571. Definitions follow Terms & Conditions. This Policy explains the Subscription and Billing Agreement, which governs orders and financial calculations; mandatory law prevails. Commissioned work follows Services Terms.

1.2. Send declarations or requests through the applicable Platform/public function, email or post. Give enough information to identify the Customer and order, the requested action and reply address. Do not provide passwords or full payment-card details. A login, retention offer, optional consent or general Terms checkbox is not a condition for a timely statutory declaration. OwlMeans may request proportionate information needed to act securely; a form failure does not invalidate a declaration validly sent by another available method.

2. Ordinary subscription cancellation

2.1. Cancel Pro using Platform billing controls, the public cancellation function or support@owlmeans.com. Ordinary cancellation normally takes effect at the paid period end and prevents the next renewal. OwlMeans shall provide the applicable receipt and effective date on a durable medium. A request received before renewal shall be handled to prevent the next charge; cancellation may not be delayed merely to require a support conversation. Any mandatory earlier termination right prevails.

2.2. Ordinary cancellation does not automatically delete the Account, withdraw a top-up or refund an already supplied period. A current seven-day included credit limit survives ordinary cancellation or failed renewal until its own expiry; no new limit is issued after paid entitlement ends. Unused purchased credits remain available on the Account without routine expiry. Statutory withdrawal instead ends Pro immediately and removes its open weekly limit. Unlawful renewal charges remain refundable; no general no-refund rule applies.

3. Consumer withdrawal

3.1. Eligible EU/EEA consumers generally have 14 days from concluding the relevant distance contract to withdraw without a reason. Applicable UK and other mandatory regional rights, express longer offers and statutory extensions for missing information remain protected. A routine renewal does not itself create a fresh initial withdrawal period unless applicable law or the transaction requires one. Free-plan top-ups are purchases with their own applicable rights.

3.2. Send an unequivocal declaration before expiry using email, post or the public withdrawal function. The withdrawal instructions and optional model form provide the full contact and declaration text. OwlMeans shall promptly acknowledge an electronic declaration on a durable medium with its content and receipt date/time where required. A queue receipt is separate from final processing and refund confirmation.

3.3. Sums due shall be reimbursed without undue delay and within 14 days of receiving withdrawal, by the original payment method unless expressly agreed otherwise without cost. A lawful deduction for early service performance requires an express request and the necessary prior information. Without them, no performance deduction is due. No blanket waiver arises from purchase, account use or optional consent.

3.4. For Pro, the billing agreement apportions the whole subscription price by whole elapsed days from a valid performance request, or period start if later, to receipt, over the actual first period. No separate deduction applies to used weekly allowance. For top-ups, unused credits are reimbursed; used credits support a charge only where valid performance authority and the applicable service/content classification permit. Incidental usage or debt settlement alone does not extinguish withdrawal. Full-performance and digital-content exceptions require all statutory consent, acknowledgment and durable-confirmation conditions.

4. Defective supply and other refunds

4.1. Withdrawal is independent of non-supply/nonconformity remedies. Under applicable digital-service law, require supply or correction without charge, unjustified delay or major inconvenience. Statutory price reduction or termination/refund follows where correction is impossible, refused, unsuccessful, sufficiently delayed or the defect sufficiently serious, subject to the law’s minor-defect rules. Applicable necessary updates and national guarantee/evidential rights remain. Terms section 17 explains conformity; the billing agreement contains the conditional French statutory-guarantee notice.

4.2. Report the affected order, dates and defect or disputed charge to support with proportionate evidence and the requested remedy. Polish consumer complaints receive a response within 14 days where required; other complaints are addressed without undue delay. OwlMeans shall make any statutory refund within its applicable deadline, including the digital-service termination/refund period where required. No unused-credit formula caps a refund owed for unauthorised consumption, nonconformity or an unlawful charge. Applicable consumer and payment-provider charge-dispute rights remain available.

4.3. Ending all Platform access requires reimbursement of unused purchased credits, subject only to lawful deductions. For an unaccepted price/tariff change or lawful discontinuation, unused purchased credits and prepaid unprovided service are handled under the billing agreement and mandatory law. Included promotional/weekly limits have no independent cash value, without reducing remedies for the price paid for defective supply. Refundable tax and price components follow the legally applicable basis; no prohibited payment-method surcharge or punitive termination fee is authorised.

5. Promotions, services and data

5.1. Free does not automatically convert to Pro. Any offered trial must disclose expiry, charges, renewal/cancellation and valid purchase consent before conversion. Promotion expiry does not itself waive withdrawal or defective-supply rights. Google reCAPTCHA security checks in selected workflows do not grant optional data permission; technical verification problems leave email/postal declarations available. Privacy and Cookies describe that processing.

5.2. For commissioned work, the accepted SOW/booking identifies any cutoff. Lawful cancellation compensation accounts for accepted completed work, justified commitments, saved costs and rebooked time. Unused advances are refunded as required; no undisclosed no-show fee or blanket forfeiture applies. Consumer early-performance and withdrawal requirements under Services Terms remain separate from ordinary rescheduling.

5.3. Cancelling a purchase and deleting data are separate. Export/request relevant data before closure; retention, return and deletion follow Terms section 21, the Privacy Policy and DPA. The account-closing process may not obstruct statutory refunds, data retrieval or switching rights.

6. Regional safeguards and changes

6.1. Required German public cancellation/withdrawal controls and French electronic cancellation/mediation rights remain. US orders require material renewal disclosure, affirmative informed consent, retained acknowledgment and an accessible way to stop recurring charges, including online cancellation where required. Applicable state reminders, trial-expiry and fee-change notices must be delivered in their required windows. No optional consent supplies purchase authority and no mandatory arbitration or class waiver is imposed.

6.2. Changes follow Terms section 22 and the billing agreement, without retroactively reducing accepted rights. Contact the section 1 channels for declarations or complaints; Company information supplies regional particulars.