Restitutiebeleid

1. Scope

This Refund Policy governs refunds for payments to BilliardCloud, operated by Nils Freund Digital Solutions, Resedastraße 14, 59075 Hamm, Germany (hereinafter "we" or "Provider"). It supplements our Terms of Service.

2. Payment Processing — Two Models

Depending on the Customer's residence or place of business, two models apply:

a) Customers in Germany (Direct Sale): Payments are technically processed by Stripe Payments Europe, Limited as payment processor on behalf of BilliardCloud. The contractual counterparty for payment is BilliardCloud. Refunds are initiated by BilliardCloud and technically executed via Stripe.

b) Customers outside Germany (Stripe Managed Payments): Payments are processed by Stripe Payments Europe, Limited as Merchant of Record. The contractual counterparty for payment is Stripe. Refunds are processed directly by Stripe.

In both cases, the original payment method is used for the refund unless otherwise agreed.

Important: A full refund — regardless of the model — results in the automatic termination of the licence and use contract between you and BilliardCloud as of the date of the refund confirmation. You will receive a separate email notification. Within 30 days of contract termination, you can export your data; thereafter, it will be automatically and irrevocably deleted.

3. Free Trial Period

BilliardCloud offers a 30-day free trial. No charges apply during this period, so no refund is required. Conversion to a paid tariff occurs only through active booking by the Customer.

4. Consumer Right of Withdrawal

Consumers have a statutory right of withdrawal of 14 days from conclusion of a paid tariff (see § 7 of our Terms of Service). The details are set out in the withdrawal instructions therein.

Pro rata compensation for withdrawal after start of service: If the Consumer has consented to the provision of the Platform commencing before expiry of the withdrawal period, the Consumer owes pro rata compensation for the period of use pursuant to Section 357a(2) BGB upon withdrawal. Example: For a monthly tariff of EUR 15 and withdrawal after 5 days of use, the compensation is 5/30 × EUR 15 = EUR 2.50. The difference will be refunded.

5. Refunds for Material Defects

If the Platform has material defects which we are unable to remedy despite a reasonable cure period, the Customer may reduce the remuneration or, in case of significant impairment, terminate for cause. In such cases, remuneration for the period during which the Platform was not usable or not usable as agreed will be refunded pro rata.

6. Termination – No Refund for Current Period

For ordinary termination at the end of the billing period (see § 6 of the Terms of Service), no refund is provided for remuneration already paid for the current period. Access to the Platform remains in place until the end of the paid period.

7. Discretionary Refunds (Goodwill)

Beyond statutory claims, we may grant refunds at our discretion as a matter of goodwill, e.g. in cases of double charges, technical billing errors, or similar circumstances. There is no entitlement to such refunds.

8. Refund Requests

Refund requests can be made:

• by email to mail@billiardcloud.com
• for international customers additionally via the Stripe customer portal (link in the Stripe invoice email)

Please provide the following information: order number (from your invoice), reason for refund, preferred refund method (default: original payment method).

9. Processing Time

Processing time from receipt of a complete request: typically 5–10 business days. Actual credit to the payment method may take an additional 1–7 business days depending on the bank or payment provider.

10. Dispute Resolution

In case of disagreements about refunds, please contact us directly first. Consumers also have access to statutory remedies; see also § 15(3) of our Terms of Service (notes on online dispute resolution).