RefundPolicy

Axoncraft is a sole proprietorship (Einzelunternehmen), owner (Inhaber) Arnab Biswas, Adolf-Kolping-Straße 7, 65385 Rüdesheim am Rhein, Germany. Full provider details are in our Impressum at https://axoncraft.ai/app/legal/impressum.

Payments are not taken by us directly. Paddle.com Market Ltd (30 Old Bailey, London EC4M 7AU, United Kingdom) acts as Merchant of Record for purchases of Axoncraft subscriptions. That has three practical consequences:

• Paddle is the seller of record for the payment transaction. Your card or bank statement will show Paddle, and Paddle issues the invoice or receipt.
• Paddle determines and collects any sales tax or VAT applicable to your purchase at checkout (see clause 5.10 of the Terms of Service). Axoncraft itself is a small business (Kleinunternehmer) under § 19 UStG and charges no German VAT on its own invoices.
• The service itself — the platform, the AI features, your account and your data — is provided by Axoncraft, and your contract for the service is with Axoncraft under the Terms of Service.

Refunds are therefore processed by or through Paddle, back to the original payment method. You can raise a refund request with either of us: email us at legal@axoncraft.ai, or contact Paddle's buyer support directly. If you contact us, we pass the instruction to Paddle; we cannot credit your card ourselves.

If you are a consumer within the meaning of § 13 BGB — a natural person buying for purposes outside your trade, business or profession — you have a statutory right to withdraw from the contract within 14 days without giving any reason, under §§ 355 and 312g BGB (implementing Article 9 of the Consumer Rights Directive 2011/83/EU). The period runs from the day the contract is concluded. This is set out in full in clause 12A of the Terms of Service, which is the operative wording; this section only summarises it.

Immediate access and pro-rata compensation. Axoncraft is a digital service provided continuously over your subscription period, so the withdrawal rules for services apply. Starting to use the service does not cost you the 14-day withdrawal right: under § 356(5) BGB the right expires early only once the service has been performed in full, which for a running subscription is not the case while the period is still running.

What immediate access does change is the money. If you expressly request at checkout that we start providing the service during the withdrawal period and you then withdraw, you owe pro-rata compensation for the time you had the service (§ 357a(2) BGB): the days from the start of your subscription until your withdrawal reaches us, measured against the price of the period. We may only claim this if you actually made that express request and we properly informed you of your withdrawal right beforehand — we ask for and record that request at checkout, and send you the contract confirmation required by § 312f BGB before performance begins (clause 12A.4 of the Terms of Service). If you did not request an immediate start, performance begins only after the 14 days have run, and a withdrawal costs you nothing. In plain terms: you keep the 14-day withdrawal right even if you start using the paid service immediately — but if you withdraw after using it, you pay for the days you had it and get the rest back.

If you withdraw in time, we reimburse everything you paid — less any pro-rata amount owed under the paragraph above — without undue delay and no later than 14 days after we are told, to the same payment method — processed through Paddle where Paddle took the payment (clause 12A.3 of the Terms of Service). You are charged no fee for the reimbursement.

A model withdrawal form and the full statutory withdrawal instruction (Widerrufsbelehrung) are provided to consumers separately at or before the conclusion of the contract (clause 12A.5 of the Terms of Service).

Cancelling is not the same as a refund. When you cancel, your access continues to the end of the period you have already paid for, and your subscription is simply not renewed (clause 5.9 of the Terms of Service). Notice periods and the renewal rules — including the consumer protections in clause 5.2 that cap any notice period at the maximum permitted by § 309 no. 9 BGB — are set out in the Terms of Service.

There is no pro-rata refund for a change of mind. Clause 12.2 of the Terms of Service states that, subject to your statutory rights (including the withdrawal right in clause 12A), we do not refund for a change of mind or a change in circumstance. Mid-period cancellation therefore stops the next charge; it does not buy back the unused part of the current period.

Three situations in the Terms of Service do produce a refund of fees paid up front:

• You reject a change to the Terms. If we amend the Terms and you cancel within 30 days because you do not agree, you receive a pro-rata refund for the remainder of the Subscription Period (clause 1.3(b)).
• You terminate because we are in breach. If you terminate for good cause under clause 14.3, you receive a pro-rata refund of unused Subscription Fees for the remainder of the then-current Subscription Period (clause 14.3(c)).
• Statutory warranty (Gewährleistung). Where the service is defective, your statutory remedies under §§ 327 et seq. BGB for digital products — including a price reduction or termination in the cases the statute provides — apply on top of anything in this policy (clause 12.3 of the Terms of Service).

Downgrades take effect at the start of the next billing cycle rather than immediately, so a downgrade does not generate a refund for the current cycle. Upgrades take effect immediately and are charged pro-rata (clause 5.7 of the Terms of Service).

Free trials and pilots are covered by clauses 5.5 and 5.6 of the Terms of Service. Cancelling during a free trial costs nothing because nothing has been charged.

Email legal@axoncraft.ai with:

• the email address on your Axoncraft account;
• the transaction reference from your Paddle receipt or your card statement;
• the amount and date of the charge; and
• a one-line reason, if you are exercising a statutory right, so we can identify which right applies. You do not have to give a reason to exercise the 14-day withdrawal right.

Response target: we aim to acknowledge within 2 business days and to reach a decision within 14 days. Where you are exercising the statutory withdrawal right, reimbursement is made within the statutory 14 days from the day we are informed, as set out in Section 2. Once approved, the time for the money to appear on your statement is set by Paddle and your bank or card issuer, typically a further few business days.

Business days are Monday to Friday, excluding public holidays in Hesse, Germany. Our support hours are set out in Schedule 1 of the Terms of Service.

Duplicate or incorrect charges. If you were charged twice for the same period, or charged an amount that does not match the plan you selected, tell us at legal@axoncraft.ai with both transaction references. A genuine duplicate is refunded in full — this is a billing error, not a change of mind, and no time limit in this policy applies to it. Because Paddle is the Merchant of Record, the correction is made through Paddle.

Chargebacks. Please contact us before asking your bank or card issuer to reverse a charge. A chargeback is handled by Paddle and your card issuer under the card-scheme rules, takes considerably longer than a direct refund, and while it is open we may suspend access to the account the disputed payment relates to under clause 5.8(c) of the Terms of Service. We will provide Paddle with the account and usage records needed to respond to the dispute. If a chargeback is upheld and the subscription is then reinstated, any fees due remain payable.

Unrecognised charges. If a charge appears on your statement showing Paddle and you do not recognise it, email legal@axoncraft.ai with the date, amount and the last four digits of the payment method. We will identify the account it relates to, or confirm that it is not ours.

If we cannot resolve a refund question between us, clause 15 of the Terms of Service applies. Our position on consumer-arbitration proceedings is stated in clause 15.3 of the Terms of Service: we are not obliged to participate in dispute-resolution proceedings before a consumer arbitration board, and we are not willing to participate in such proceedings.

Nothing in this policy affects your right to take a matter to court.