Refund Policy
This Refund Policy explains when refunds may or may not be available for hoaxeye subscriptions and related purchases.
1. Subscription Billing
hoaxeye is offered as a subscription-based service. The fee for the cloud Services has two components: a one-time activation fee per customer account, due at conclusion of the contract, and a recurring licence fee per server, billed in advance for the selected billing period and granting access to the Services during that period. The activation fee is waived on yearly plans paid upfront.
2. Statutory Right of Withdrawal (Consumers)
If you purchase the Services as a consumer within the meaning of § 13 BGB, you have a statutory right to withdraw from the contract within fourteen (14) days without giving any reason (§§ 312g, 355 BGB). In that case, we will refund all payments received from you without undue delay and at the latest within fourteen (14) days after we receive your withdrawal. As hoaxeye is a purely digital software service, no delivery or shipping costs apply.
Full details, including the model withdrawal form, are available in our Right of Withdrawal.
The right of withdrawal may expire early where you have expressly consented to us beginning performance during the withdrawal period and confirmed your knowledge that this causes the loss of the right of withdrawal (§ 356 para. 4 BGB for services; § 356 para. 5 BGB for digital content). These confirmations are obtained from you in text form during the ordering and onboarding process, before performance of the Services begins.
3. General Rule (Beyond the Statutory Right of Withdrawal)
Outside the statutory right of withdrawal described above, subscription payments are generally non-refundable once the billing period has started, because hoaxeye provides access to software services, platform resources, infrastructure, integrations, and operational capacity immediately upon activation or continued subscription access.
Statutory consumer rights remain unaffected, in particular:
- remedies for defects in digital services under §§ 327i and 327m BGB (subsequent performance, termination, price reduction, damages);
- the right of termination for cause under §§ 314, 543 BGB;
- termination via the statutory cancellation button under § 312k BGB (see Section 9 of our Terms of Service).
Where the contract ends before the end of the current billing period on the basis of a statutory right, fees already paid for the unused portion will be refunded on a pro-rata basis.
4. Eligible Refund Cases
We may, at our sole discretion or where required by law, issue a full or partial refund in cases such as:
- Duplicate payment
- Accidental double charge
- Billing error caused by us
- Failure to provision the purchased service where the issue is not caused by customer configuration, third-party downtime, or customer environment
- Cancellation required by mandatory consumer protection law
5. Non-Refundable Cases (Outside Statutory Rights)
Outside any applicable statutory right of withdrawal, refunds are generally not available for:
- Change of mind after purchase
- Lack of use
- Dissatisfaction based solely on preference or expectation
- Customer-side configuration errors
- Failure to read product details before purchase
- Incompatibilities caused by your own server environment or third-party services
- Suspension or termination resulting from violation of our Terms of Service
6. Trial, Beta, Early Access, and Pre-Release Access
If access is granted under a trial, beta, waitlist, early access, or pre-release arrangement, separate terms may apply. Unless explicitly stated otherwise, payments for such access are non-refundable except where required by law (including statutory consumer withdrawal rights).
7. Cancellation
You may cancel renewal of your subscription at any time before the next billing cycle. Cancellation stops future renewal but does not retroactively refund the current billing period, except where required by law.
8. Chargebacks
If you believe a charge was made in error, please contact us first at [email protected]. Filing an unjustified chargeback may result in temporary suspension of your account while the issue is investigated.
9. Requesting a Refund
To request a refund, contact: [email protected]
Please include:
- Your account API key or account identifier
- Invoice or payment reference
- Date of charge
- Reason for the request
10. Processing Time
Approved refunds are generally processed back to the original payment method within a reasonable period, subject to payment provider timelines.
11. Changes to This Policy
We may update this Refund Policy from time to time. The revised version becomes effective when posted.