Withdrawal, Returns, and Technical Issues with Digital Products

We review each request for digital products individually. We distinguish between statutory withdrawal rights, technical solutions, and possible goodwill decisions. For quick and clear handling, please use our online form.

Statutory right of withdrawal

As a consumer, you can generally withdraw from the contract within 14 days of concluding it without giving a reason. To exercise your right of withdrawal, you must clearly inform us of your decision before the deadline expires, for example by post or email. It is sufficient to send your withdrawal notice before the deadline expires.

Special provisions for digital content

For digital content that is not supplied on a physical data carrier, the right of withdrawal may expire. This applies if we have begun performance and you have expressly agreed that performance may begin before the withdrawal period expires, and confirmed that you will thereby lose your right of withdrawal.

We review each case individually to determine whether these statutory requirements and your confirmations are documented.

How we review your request

• Statutory review: We check whether you still have a statutory right of withdrawal in your specific case.
• Technical solution first: If you have access or functionality issues, we first check whether technical assistance, replacement login details, or another remedy can help.
• Review of records: For digital content, we check the delivery status and documented customer confirmations.
• Goodwill: In justified exceptional cases, we may offer a goodwill solution. There is no automatic entitlement to one.

Technical issues with memberships

If your Premium membership is not working or a product cannot be used as described, please open the live chat immediately. We can help with technical issues and, depending on the case, will consider the following solutions in particular:

• Fixing technical issues with the Premium membership
• Providing alternative login details, if necessary
• In exceptional cases, a refund or exchange for an equivalent product
• Individual solutions tailored to the type of issue

Where required by law, we must be given the opportunity to review the case and provide a remedy before you escalate a payment dispute solely because of an access or functionality issue.

Payment chargebacks and disputes

If you have questions about a charge, activation, your access, technical issues, or an intended withdrawal, please contact our support team first. A chargeback without a valid legal basis, for example through a chargeback, PayPal, Klarna, or another chargeback procedure, may in individual cases be deemed unjustified or abusive and reviewed under the law.

If we incur additional bank, payment, or processing costs because of an unjustified payment chargeback caused by your culpable conduct, we may claim these costs as damages. The chargeback and processing costs regularly charged to us, particularly by Klarna, PayPal, credit card companies, or other payment service providers, are generally at least EUR 43.75. You may demonstrate that no damage, or substantially less damage, was incurred. Your statutory consumer rights, particularly in the case of a valid withdrawal or valid rights relating to defects, remain unaffected.

Refund following a valid withdrawal

Following a valid withdrawal, we will refund all payments received from you, including delivery costs, without undue delay and no later than 14 days after receiving your withdrawal notice. This excludes any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us.

We generally use the same payment method for the refund that you used for the original payment, unless we expressly agree otherwise. We will not charge any fees for the refund.

Give notice of withdrawal

If you wish to withdraw from the contract, please complete the designated form and send it to:

GATE READY Limited
31/F, Tower Two, Times Square
1 Matheson Street, Causeway Bay
Hong Kong
Email: info@plusfox.de

FAQ

Can I always withdraw from digital product purchases within 14 days?
As a rule, a 14-day withdrawal period applies. However, the right of withdrawal for digital content may expire if performance has begun with your express consent and your confirmation that you will lose your right of withdrawal.

What should I do if I can’t access a product or encounter technical errors?
Please open the live chat or contact our support team right away. We will first check whether a technical solution or alternative login details can help.

Can I request a payment chargeback right away?
Please contact our support team first. For access or functionality issues, we will first check whether a remedy is possible. This does not affect your valid statutory rights.