Returns, Withdrawal and Technical Issues with Digital Products

We review every request relating to digital products individually. We distinguish between a statutory right of withdrawal, a technical solution and possible goodwill decisions.

Right of withdrawal

As a consumer, you can generally withdraw from the contract within 14 days of entering into it, without giving a reason. To withdraw within the deadline, you must clearly inform us of your decision before the deadline expires, for example by email or letter.

For digital content that is not supplied on a physical medium, the right of withdrawal may expire. This applies if we have begun providing the service, you expressly consented to this starting before the withdrawal period expired, and you confirmed that you would thereby lose your right of withdrawal. We review individually whether these conditions have been documented in each case.

Submit a request

For quick and accurate handling, please use our online request form. If you have questions about charges, access, activation, technical issues or a planned withdrawal, please contact our support team first.

How we review digital products

• We check whether a statutory right of withdrawal still applies in your specific case.
• For access or functionality problems, we first look into technical assistance, replacement login details or another remedy.
• We take the delivery status and documented customer confirmations into account.
• A goodwill solution may be possible in justified exceptional cases; there is no automatic entitlement to one.

Technical issues and warranty

If your Premium membership does not work as described, please open the live chat immediately. We will review the case and, for valid requests, offer solutions depending on the issue, including:

• Fixing technical issues with the Premium membership
• Providing alternative login details, if needed
• In exceptional cases, a refund or exchange for a product of equivalent value
• Individual solutions depending on the nature of the issue

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

Refund after a valid withdrawal

If you validly withdraw from the contract, we will refund all payments we have received from you, including delivery costs. This excludes any additional costs resulting from a delivery method you chose that is more expensive than our least expensive standard delivery. We will issue the refund without undue delay and no later than 14 days after receiving your withdrawal notice, generally using the same payment method. We will not charge you any fees for this.

Note about payment chargebacks

Please contact us first before initiating a chargeback or payment dispute through PayPal, Klarna, your credit card or another payment service. Unjustified payment chargebacks may be reviewed on a case-by-case basis. If an unjustified chargeback caused by your fault results in additional bank, payment or processing costs for us, we may claim these costs as damages. The chargeback and processing costs regularly charged to us are at least EUR 43.75. You may demonstrate that no damage, or significantly less damage, was incurred. Your statutory consumer rights in the event of a valid withdrawal or valid warranty claims remain unaffected.

Withdrawal by form or email

You can use our model withdrawal form to withdraw from the contract and send it to us:

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

Where possible, please include the affected order or service, your name, address, email address, order number, and the order or receipt date.

Frequently asked questions

Can I always withdraw from digital products within 14 days?
As a rule, a 14-day withdrawal period applies. However, the right of withdrawal for digital content may expire if the legal requirements for starting the service early with your express consent and confirmation are met.

What should I do if I can't access the product or it isn't working?
Please open the live chat immediately or contact our support team. We will first look into a technical solution or alternative login details.

When will I receive a refund?
For a valid withdrawal, we will refund your payments no later than 14 days after receiving your withdrawal notice.