Refund Policy — AvatarMatch

1. General Provisions

This Refund and Cancellation Policy is developed in accordance with EU Consumer Rights Directive (2011/83/EU), Czech law (Zákon č. 89/2012 Sb., Civil Code), and applies to all paid services of the Avatar Match platform operated by Reliable Communications s.r.o.

2. Paid Products

The platform offers two types of paid products:

• Subscriptions — monthly or annual plans with auto-renewal
• Tokens — one-time purchases of internal currency for AI features

Payments are processed via Stripe. Currency: USD or EUR (including VAT for EU consumers).

3. Right of Withdrawal (14-Day Cooling-Off Period)

Under Article 9 of Directive 2011/83/EU, EU consumers have the right to withdraw from a digital services contract within 14 calendar days of conclusion (payment date) without giving reasons.

Important: The right of withdrawal is lost if you explicitly agreed to the immediate commencement of the service and acknowledged that you lose the right of withdrawal upon full performance of the contract.

To exercise your right of withdrawal, send a statement to billing@avatarmatch.app within 14 days including:

• Your name and account email
• Transaction date and reference number
• Statement of intent to withdraw

Refund will be processed within 14 days of receiving your notice, using the same payment method.

4. Subscription Refunds

4.1. Cancellation

You may cancel your subscription at any time via profile settings. After cancellation:

• Access continues until the end of the paid billing period
• No further charges are made
• Pro-rata refunds for the unused period are not provided by default

4.2. Technical Refunds

Full refunds are guaranteed for:

• Double billing (technical error)
• Service unavailability exceeding 72 consecutive hours due to Company fault within the paid period
• Charges made after confirmed cancellation

4.3. Pro-Rata Refunds

Pro-rata refunds may be issued at Company discretion upon early account closure, if the subscription has not been used for more than 7 days since payment.

5. Token Refunds

Tokens are a digital product purchased for immediate use.

• Unused tokens are fully refundable within 14 days of purchase (right of withdrawal under Directive 2011/83/EU)
• Used tokens are non-refundable
• Partially used token packs: refund for unused portion available within 14 days

6. Non-Refundable Situations

• 14-day withdrawal period has expired (except for technical reasons)
• Account blocked for Terms of Service violation
• Tokens fully consumed
• Violation of Service usage terms

7. Refund Request Process

1. Email billing@avatarmatch.app with subject "Refund Request"
2. Include account email, transaction date and amount, reason for refund
3. We confirm receipt within 3 business days
4. Decision made within 10 business days
5. Refund credited within 5–10 business days (depending on your bank)

8. Dispute Resolution

If you disagree with the Company's decision, you may:

• Contact the Czech Trade Inspection Authority (ČOI): coi.cz
• Use the EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr
• File a claim in Czech courts at the Company's registered location (Prague)