Legal
Refund Policy
Operator
This Refund Policy applies to purchases of subscriptions to the Zaklad service operated by:
- Luke Hawkins, trading as Zaklad — sole trader registered in the Czech Republic, IČO 14031671, Osadní 23, 170 00 Prague 7.
- Contact: [email protected]
Payments are processed by a third-party payment provider that acts as the Merchant of Record for your purchase. The provider handles billing, invoicing, tax collection, and chargebacks on our behalf, and their name appears on your receipt and bank statement. All refunds described below are issued through the provider to the original payment method.
1. Summary
Zaklad is a subscription service. You can cancel at any time and keep access until the end of your paid period. Subscription fees are generally non-refundable for the period already paid, with the specific exceptions set out below. EU and UK consumers have statutory rights which this policy does not override.
2. Cancelling a Subscription
You can cancel your subscription at any time from your account settings or by emailing [email protected]. Cancellation takes effect at the end of your current billing period. You keep full access until then, and no further charges are taken. We do not issue pro-rated refunds for the unused portion of a monthly or annual subscription after cancellation, except where required by law or described in sections 4 and 5 below.
3. EU and UK Consumer Right of Withdrawal
If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance contract within fourteen (14) days of entering into it, without giving any reason, under Directive 2011/83/EU (and corresponding national law).
Digital services exception. Zaklad is a digital service that begins performance as soon as you activate your account. When you start a paid subscription, you are asked to expressly consent to immediate performance of the service and to acknowledge that you lose the right of withdrawal once performance has begun. If you have not yet used the service, the fourteen-day right remains available and we will refund the purchase in full on request.
To exercise this right, email [email protected] within fourteen (14) days of your purchase with your account email and the transaction ID from your receipt. We will confirm receipt and process the refund through our payment provider within fourteen (14) days.
4. Annual Subscriptions
Annual subscriptions are eligible for a full refund if requested within fourteen (14) days of the initial purchase and you have made only limited use of the service. After that window, annual subscriptions are non-refundable for the remainder of the term, but you can cancel at any time to prevent automatic renewal.
Renewals are not eligible for the fourteen-day window. You will receive a renewal reminder before each annual term renews, and you can cancel at any point before the renewal date to avoid the charge.
5. Beta and Discounted Plans
Plans purchased during a public beta or at a promotional discount (for example, the 50% beta discount) are non-refundable outside the statutory withdrawal window described in section 3. The discount reflects the early stage of the product; by purchasing a discounted plan you accept that the service may change and that some features may be added, modified, or removed during the beta period.
6. Failed, Duplicate, or Unauthorised Charges
We will always refund in full:
- Duplicate charges caused by a billing error.
- Charges for a subscription that could not be delivered due to a fault on our side.
- Unauthorised charges reported to us within a reasonable time, once verified with our payment provider.
Email [email protected] with the transaction ID and we will investigate promptly.
7. Downgrades and Plan Changes
If you downgrade to a lower-tier plan, the change takes effect at the start of your next billing period. We do not issue refunds or credits for the difference between plans within the current period. Upgrades take effect immediately and are pro-rated against the remainder of your current period by Paddle.
8. Chargebacks
Please contact us before initiating a chargeback. Most refund requests can be resolved quickly through [email protected]. Chargebacks filed without first contacting us may, at our discretion, result in suspension of the related account pending resolution with our payment provider. Nothing in this section limits your statutory rights to dispute a charge with your bank or card issuer.
9. How Refunds Are Issued
Approved refunds are issued by our payment provider to the original payment method. Processing time depends on your bank or card issuer, but typically completes within five to ten business days. VAT or sales tax collected at the time of purchase is refunded together with the principal amount.
10. Statutory Rights
Nothing in this Refund Policy affects your statutory rights as a consumer under the laws of your country of residence, including any rights to a refund or remedy where the service is not as described, not of satisfactory quality, or not fit for purpose. Where this policy is more generous than your statutory rights, the more generous terms apply.
11. Contact
All refund and billing questions can be sent to [email protected]. Please include the email address on your Zaklad account and, where available, the transaction ID from your receipt.