Return Policy | Plusfox

Information about the return policy and right of withdrawal for digital products

## Important notice about digital products

We review every request concerning digital products individually. Under the statutory conditions, the statutory right of withdrawal may expire once digital content has been made available. Regardless, we distinguish between statutory withdrawal, technical troubleshooting, and possible goodwill decisions.

Use our online form so we can quickly and clearly categorize your request.

As a consumer, you generally have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the date the contract is concluded.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email).

To meet the withdrawal deadline, it is sufficient for you to send your notice exercising your right of withdrawal before the withdrawal period expires.

Notice on the expiry of the right of withdrawal for digital content pursuant to Section 356(5) of the German Civil Code (BGB):

The right of withdrawal expires for contracts for the supply of digital content that is not supplied on a physical medium if we have begun performing the contract and you have consented, before performance begins, to our starting to perform the contract before the withdrawal period expires, and you have acknowledged that you lose your right of withdrawal once performance of the contract begins with your consent.

### 2. Individual review of digital products

At Plusfox, we carefully review each individual case. For digital content, we distinguish between statutory withdrawal, technical troubleshooting, and possible goodwill solutions:

- Legal review: We check whether a statutory right of withdrawal still applies in the specific case. - Troubleshooting first: If your request concerns access or functionality, we first look into technical support, replacement access, or another solution to the problem. - Decisions based on evidence: For digital content, we check the provision status and documented customer confirmations before making a final legal assessment. - Goodwill remains possible: A goodwill solution may still be possible in justified exceptional cases, but there is no automatic entitlement to one.

This structure allows digital products to be made available immediately while ensuring that support, legal reviews, and goodwill decisions are handled clearly and transparently.

This approach allows immediate provision after purchase without compromising the proper legal and operational review of subsequent requests.

#### Notice on chargebacks and payment reversals

If you have questions about charges, access, activation, technical problems, or an intended withdrawal, please contact our support team first. If you have access or functionality problems, we will first check whether support or subsequent performance is possible.

A payment reversal initiated without a valid legal basis, such as a chargeback, PayPal dispute, Klarna dispute, or other payment reversal, may be considered unjustified or abusive in an individual case and may be subject to legal review.

If we incur additional bank, payment, or processing costs as a result of an unjustified payment reversal caused by the customer's culpable conduct, we may claim these costs as damages. The chargeback and processing costs regularly charged for this purpose by payment service providers or their banking and payment partners, in particular Klarna, PayPal, credit card companies, or other acquirers, are generally at least EUR 43.75. You may provide evidence that no damage, or substantially less damage, was incurred. Statutory consumer rights, particularly in the case of a valid withdrawal or valid warranty rights, remain unaffected.

If you withdraw from this contract, we will refund all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and no later than fourteen days from the day on which we received notice of your withdrawal from this contract.

We will use the same payment method for this refund that you used for the original transaction, unless something else has been expressly agreed with you; under no circumstances will you be charged any fees for this refund.

Important under Section 327 BGB and Section 356 BGB: For digital content, the right of withdrawal may expire if performance has begun with your express consent and acknowledgment. We review each individual case to determine whether these statutory conditions have in fact been documented.

### 4. Technical problems and warranty

We are, of course, here to help if you experience technical problems with your purchased premium memberships. If a product does not work as described, please open the live chat right away.

In justified cases, we offer the following solutions:

- Resolving technical problems with the premium membership - Providing alternative login details if necessary - In exceptional cases: refunding the purchase price or exchanging the product for one of equivalent value - Individual solutions depending on the nature of the problem

Where required by law, we must first be given the opportunity to investigate and provide subsequent performance in the event of access or functionality problems, before a payment dispute is escalated solely because of this defect.

If you wish to withdraw from the contract, please complete this form and return it to:

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

I/we (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods/the provision of the following service (*)

Signature of consumer(s) (only if this notice is on paper)

Our support team is available to help with any questions. We can help with technical problems, review legal concerns, and clearly explain the next steps.