Refund Policy

# Refund Policy for `PRTN AI`

Last updated: 25 May 2026

This Refund Policy explains how billing, refunds, and the statutory EU right of withdrawal work for paid subscriptions to `PRTN AI`.

## 1. Merchant of Record

`PRTN AI` uses `Paddle.com Market Limited` as its Merchant of Record. Paddle handles all billing, payments, taxes, and refunds on behalf of `PRTN AI`. When you purchase a subscription, your contract for payment is with Paddle; your contract for the service itself is with:

`Jonathan Wettcke`
`Daimlerstraße 38`
`70372 Stuttgart`
`Germany`

Email: `jonathan@prtn.ai`
Support: `help@prtn.ai`

<!-- TODO: CONFIRM — legal entity name and address still current? -->

## 2. What we sell

`PRTN AI` offers a single paid product, the Pro Subscription, with three billing options:

- Weekly: `$3.99` / `€3.99`
- Monthly: `$9.99` / `€9.99`
- Yearly: `$29.99` / `€29.99`

Subscriptions renew automatically at the end of each billing period until you cancel. Customers in the eurozone are billed in EUR; everyone else is billed in USD. The applicable price and currency are shown at checkout.

## 3. EU Right of Withdrawal (14 days)

If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day you (or a third party indicated by you, other than the carrier) acquire the digital service — for subscriptions, this is the date of first purchase or renewal.

To exercise this right, you must inform us of your decision to withdraw by a clear statement (for example, an email to `help@prtn.ai`). You may use the model withdrawal form below, but it is not obligatory.

**Note on immediate performance:** If you start using the subscription within the 14-day period, you expressly agree that the service begins immediately and you acknowledge that you will lose your right of withdrawal once the service has been fully performed. For ongoing subscriptions, you may still cancel future renewals at any time.

### Model withdrawal form

> To: `Jonathan Wettcke`, `Daimlerstraße 38`, `70372 Stuttgart`, `Germany`. Email: `help@prtn.ai`.
>
> I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):
>
> Ordered on (*) / received on (*): __________
>
> Name of consumer(s): __________
>
> Address of consumer(s): __________
>
> Signature of consumer(s) (only if this form is notified on paper): __________
>
> Date: __________
>
> (*) Delete as appropriate.

## 4. Voluntary refund policy

Beyond your statutory rights, we offer the following:

- **14-day money-back guarantee** on first-time purchases of any subscription tier. If you are not satisfied within the first 14 days, we will issue a full refund — no questions asked. <!-- TODO: CONFIRM — willing to offer this voluntary 14-day money-back guarantee? -->
- **Renewals:** not refundable by default. If you forgot to cancel and were just charged for a renewal you did not intend, contact us within 7 days of the charge and we will review on a case-by-case basis.
- **Partial periods:** we do not pro-rate refunds for partial subscription periods. You retain access until the end of your current billing period.
- **Cancellation:** you can cancel auto-renewal at any time. Cancelling stops future charges but does not refund past charges, except where the statutory or money-back-guarantee rules above apply.

## 5. How to request a refund

1. Send an email to `help@prtn.ai`. <!-- TODO: CONFIRM — is help@prtn.ai the right address for refund requests? -->
2. Include the following:
   - your order ID or transaction ID (from your Paddle receipt email),
   - the email address you used at checkout,
   - the reason for the refund (optional for an EU withdrawal; required for a case-by-case request).
3. We respond within **2 business days**. <!-- TODO: CONFIRM — 2 business day SLA realistic? -->
4. Approved refunds are processed by Paddle within **5–10 business days** back to the original payment method.
5. You will receive a confirmation email from Paddle when the refund is issued.

## 6. How to cancel your subscription

- You can manage your subscription via the link in any Paddle receipt or renewal reminder email.
- Or email `help@prtn.ai` and we will cancel on your behalf.

Cancelling stops future renewals. Your access continues until the end of the current billing period.

## 7. What is not refundable

- Charges older than the windows above, except where mandatory EU statutory rights apply.
- Accounts terminated for violation of the Terms of Service.
- Usage already consumed beyond a reasonable evaluation of the service.

## 8. Contact

For any refund question, write to **`help@prtn.ai`**. We are happy to help.