Refund Policy

1. Right of Withdrawal

1.1 For Consumers

If you are a consumer (i.e., a natural person acting for purposes that are predominantly outside your trade, business, craft, or profession), you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the date of conclusion of the contract (i.e., when you subscribe to AWE). To exercise your right of withdrawal, you must inform us at:

AWE GmbH, In den Leppsteinswiesen 8, 64380 Roßdorf, Germany, Email: info@awedoit.com

of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post or an email). You may use the model withdrawal form provided below, but it is not obligatory.

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.

1.2 Withdrawal Period Compliance

If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), 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.

1.3 Consequences of Withdrawal

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 us your withdrawal from this contract, in comparison with the full coverage of the contract.

1.4 Early Expiration of the Right of Withdrawal

The right of withdrawal expires prematurely if the service has been fully provided and the execution of the service only began after you have given your express consent and at the same time confirmed your knowledge that you lose your right of withdrawal once the contract has been fully performed by us.

2. Refund Policy for Business Customers

Business customers (i.e., those acting for purposes relating to their trade, business, craft, or profession) do not have a statutory right of withdrawal. However, AWE offers the following refund policy:

2.1 Cancellation and Refunds

You may cancel your subscription at any time. Your subscription will remain active until the end of the current billing period. Refunds for the unused portion of the subscription period are not automatically issued. After cancellation, you retain access to your data and content for 30 days, after which it may be deleted according to our data retention policy.

2.2 Refunds for Service Issues

We may issue refunds in the following circumstances:

• Service Disruptions: If AWE experiences a prolonged service outage (more than 24 consecutive hours or less than 95% availability in a given month), you may be eligible for a partial refund or credit equivalent to the downtime.
• Billing Errors: If you have been incorrectly charged (e.g., double billing, wrong subscription tier), we will correct the error and refund any overcharged amount within 14 business days of notification.
• Partial Refunds for Early Termination: In exceptional cases, such as serious technical issues that prevent you from using AWE despite reasonable troubleshooting efforts, we may consider issuing a partial refund. Such refunds are granted at our sole discretion and require documented evidence of the issue.

2.3 Non-Refundable Situations

Refunds will generally not be issued in the following cases:

• Change of business needs or strategy after subscription activation.
• Non-usage or underutilization of the service.
• Violation of our Terms of Service resulting in account suspension or termination.
• Issues caused by third-party integrations or services beyond our control.
• Technical difficulties on your end (e.g., internet connectivity, browser compatibility) that do not stem from AWE.
• Dissatisfaction with features that are documented and working as intended.

3. Refund Process

3.1 Requesting a Refund

To request a refund, please contact our support team at info@awedoit.com with the following information:

• Your account email address.
• Invoice number or transaction ID.
• Detailed description of the reason for the refund request.
• Supporting documentation (if applicable, e.g., screenshots, error logs).

3.2 Processing Time

We will review your refund request within 5 business days and notify you of our decision. If approved, refunds will be processed within 14 business days and credited to the original payment method used for the purchase.

3.3 Currency and Exchange Rates

Refunds are issued in the original currency of the transaction. If your payment method or bank applies currency conversion fees, these fees are not refundable by AWE.

4. Chargebacks

If you dispute a charge with your bank or payment provider (a "chargeback") without first contacting AWE, we reserve the right to:

• Suspend or terminate your account immediately.
• Charge you for any chargeback fees incurred (typically €15–€25 per chargeback).
• Pursue legal action to recover unpaid fees or damages.

Please contact our support team before initiating a chargeback. Most billing issues can be resolved quickly and amicably.

5. Model Withdrawal Form

If you wish to withdraw from the contract as a consumer, please fill out and send this form (or a clear statement to the same effect):