Refund Policy.

1. Statutory withdrawal right takes precedence

Nothing in this policy limits your statutory rights as a consumer under German and EU law. In particular, your 14-day right of withdrawal under § 312g(1) BGB in conjunction with § 355 BGB applies as set out in § 6 of our Terms of Service. Where a statutory right grants you more than this policy does, the statutory right prevails.

2. The default rule for digital services

Exoliner is sold as a digital service / digital content not supplied on a tangible medium. Under § 356(5) BGB, the 14-day withdrawal right expires before the end of the 14 days only when all four of the following are met:

1. we have begun performance of the contract;
2. you have expressly consented at checkout to our beginning performance before the withdrawal period expires;
3. you have confirmed your knowledge at checkout that giving this consent extinguishes your withdrawal right once performance begins; and
4. we have provided you with a confirmation of the contract on a durable medium pursuant to § 312f BGB (the order-confirmation email).

If any of those four conditions is not met, the 14-day withdrawal right remains available to you regardless of whether you have started using the service.

3. Withdrawal procedure

To exercise your withdrawal right within the 14-day period or wherever it remains available, send an unequivocal statement to [email protected]. The exact wording of the statutory model withdrawal instruction and the model withdrawal form are reproduced in §§ 6.1 and 6.2 of our Terms of Service.

Approved withdrawals are reimbursed without undue delay and in any event within 14 days of receipt of your statement, using the same payment instrument you used for the original transaction. We do not charge any fee for processing the reimbursement.

4. Goodwill refunds outside the statutory period

Beyond the statutory withdrawal right, we will consider a discretionary refund where:

• the service is materially defective and we are unable to resolve the issue within a reasonable period;
• a duplicate or erroneous charge has occurred during payment processing;
• the service was not delivered or is substantially not as described; or
• a statutory consumer-protection rule of your country of habitual residence requires it.

Goodwill requests are reviewed individually. We aim to respond within 7 business days of receipt.

5. Statutory warranty unaffected

Your warranty rights under §§ 327–327u BGB (digital products) — including the statutory right to updates under § 327f BGB — apply independently of this Refund Policy and are governed by § 12 of our Terms of Service.

6. Where refunds are typically not granted

Outside the statutory rights described above, refunds are typically not granted for:

• buyer’s remorse where the service has been delivered in conformity with the contract and used;
• loss of access caused by your own actions, such as sharing credentials in violation of the Terms or failing to secure your account;
• incompatibility with third-party software or services outside of our control where we have not made representations about such compatibility;
• temporary service outages of normal duration (we do not guarantee uninterrupted availability — see § 11 of the Terms);
• accounts terminated for cause under § 314 BGB following a warning and failure to cure.

These exclusions do not apply where mandatory statutory rights give you more.

7. EU consumer dispute resolution

We are not obliged and not willing to participate in dispute- resolution proceedings before a consumer arbitration body. The former European Online Dispute Resolution platform under Regulation (EU) No 524/2013 was discontinued on 20 July 2025 following its repeal by Regulation (EU) 2024/3228; we therefore no longer link to it. See § 19 of the Terms for details.

8. How to request a refund

Email [email protected] or open a support ticket on our Discord. Please include your account email, the email used at checkout (if different), the transaction or order ID, and a brief description of the reason for your request. Approved refunds are processed via the original payment method.

This Refund Policy supplements and should be read alongside our Terms of Service and Privacy Policy.