Documents

Refunds and complaints

The right of withdrawal, refunds and the complaints procedure.

The 14-day right of withdrawal

A Consumer may withdraw from the contract within 14 days of its conclusion, without giving a reason and without incurring costs, subject to the exception described in the next section.

The same right applies to a natural person concluding a contract directly connected with their business activity where that contract is not of a professional nature for them.

Digital content and loss of the right of withdrawal

Courses are digital content not supplied on a tangible medium. The right of withdrawal lapses only if three conditions are met together: the Consumer expressly agreed to the supply starting before the withdrawal period ends, acknowledged that they thereby lose the right of withdrawal, and received confirmation of that consent.

This consent is collected as a separate, deliberate action during checkout — it does not follow from merely accepting the Terms. If the Consumer does not give it, access is activated after 14 days and the right of withdrawal remains in force throughout that period.

If such consent is not collected, the Consumer retains the right of withdrawal for the full 14 days regardless of how much of the Course they have used.

How to withdraw

Simply send an unequivocal statement to [email protected] before the 14 days elapse. No justification and no official form are required.

Model statement: "I hereby withdraw from the contract for the supply of digital content [Course name], concluded on [date]. Email address used at purchase: [address]".

Sending the statement before the deadline is enough to meet it. Receipt of the statement is confirmed by email.

Refund of payment

The refund is made promptly and no later than 14 days after the withdrawal statement is received.

The refund is processed by Paddle as Merchant of Record, using the same payment method as the purchase, unless the buyer expressly agrees to another method. The refund carries no additional cost for the buyer.

The time for funds to appear depends on the bank or card issuer and is usually 3 to 10 business days from the moment Paddle processes the refund.

Complaints — lack of conformity

The service provider must supply digital content that conforms to the contract, that is, matching the Course description published in the Service.

In the event of non-conformity the buyer may require the content to be brought into conformity. If that is impossible or would require disproportionate cost, they may demand a price reduction, or withdraw from the contract where the non-conformity is material.

Requests should be sent to [email protected], stating the Course name, the email address used at purchase and a description of the non-conformity.

Time for handling a complaint

A complaint is handled within 14 days of receipt. The reply is sent to the email address the request came from.

Failure to reply within that period means the complaint is deemed justified.

Out-of-court dispute resolution

A Consumer may use out-of-court methods of handling complaints and pursuing claims. Their use is voluntary for both parties.

EU ODR platform: ec.europa.eu/consumers/odr. Consumers in Poland may also contact the district (municipal) consumer ombudsman or the Provincial Trade Inspectorate.

The Czech authority for out-of-court consumer dispute resolution is the Czech Trade Inspection Authority, Česká obchodní inspekce (coi.cz).