Refund & Cancellation Policy

Last updated: May 5, 2026

1. EU Right of Withdrawal (14-Day Cooling-Off)

1.1. If you are a consumer purchasing a paid plan from within the European Union, European Economic Area, or the United Kingdom, you have the right to withdraw from your purchase within 14 calendar days without giving any reason, in accordance with the EU Consumer Rights Directive 2011/83/EU.

1.2. The withdrawal period expires 14 days after the day on which the contract is concluded (i.e., the date of your first payment).

1.3. To exercise the right of withdrawal, you must inform us of your decision by sending an email to contact@startdpp.comwith the subject line “Withdrawal Request” and providing your account email address.

1.4. If you withdraw from the contract within the 14-day period, we will reimburse all payments received from you, without undue delay and no later than 14 days from the day we receive your withdrawal notice. Reimbursement will be made using the same means of payment used for the initial transaction, through Paddle.

1.5. If you accessed the Service and generated DPP content during the cooling-off period, you acknowledge that you expressly requested the performance of the Service to begin during the withdrawal period, and you agree to pay a proportionate amount for the service actually provided up to the point of withdrawal.

2. Voluntary Refund Policy (Non-Consumer & Post-Cooling-Off)

This section applies to business users and to consumers after the 14-day withdrawal period.

2.1 Monthly Subscriptions

Monthly subscription fees are non-refundable. You may cancel your subscription at any time; cancellation takes effect at the end of the current billing period. You retain full access to paid features until the period expires.

2.2 Annual Subscriptions

Annual subscriptions paid upfront may be eligible for a pro-rata partial refund for the unused full months remaining on the subscription, subject to the following conditions:

• A deduction of one month's service fee (at the applicable plan rate) will be applied as an administrative processing fee;
• The refund request must be made within 30 days of the annual charge date;
• No refunds are given after 30 days from the charge date;
• Refunds are calculated from the date of request, not from the date of cancellation.

2.3 One-Time Services (“Founding Brands” Offer)

The “Founding Brands” offer (99€ for 5 manually created DPPs) is a serviceperformed by our team, not a digital product. The following applies:

• If no work has started: You may request a full refund within 14 days of purchase (aligning with the statutory cooling-off period);
• If work has started: You will be charged a proportionate amount for the work completed. A partial refund may be granted at our discretion for any prepaid but uncompleted portion;
• After delivery: Once the 5 DPPs have been delivered and accepted, no refund will be made.

3. Free Plan

The Free plan has no cost and therefore no refund applies. You may discontinue use at any time, and we recommend exporting your data before deactivating your account (see Data Portability section in our Terms).

4. How to Request a Refund

1. Send an email to contact@startdpp.com from the email address associated with your account;
2. Include the subject line “Refund Request — StartDPP”;
3. Provide your account email address and the reason for the request;
4. We will acknowledge receipt within 3 business days;
5. We will process your request and respond with a decision within 7 business days.

Refunds are processed through Paddle, our Merchant of Record. Once initiated by Paddle, refunds typically appear on your statement within 5–10 business days, depending on your payment provider.

5. Chargebacks

We understand that billing issues may occur. Before initiating a chargeback with your bank or card issuer, we ask that you contact us first at contact@startdpp.com. Many issues can be resolved quickly and amicably without the need for a chargeback. Unjustified or abusive chargebacks may result in immediate account suspension and referral to collections.

6. Refunds After Termination

If we terminate your account for breach of our Terms & Conditions, no refund will be provided for any prepaid fees. If we terminate for reasons other than breach (e.g., discontinuation of the Service), you will receive a pro-rata refund for the unused portion of your subscription.

7. Exceptions & Discretion

We may, at our sole discretion, grant refunds outside the terms of this policy in exceptional circumstances. Each request is evaluated individually. Previous refunds do not create a precedent for future requests.

8. Governing Law

This Refund Policy is governed by Moroccan law. For consumers in the EU/EEA, mandatory consumer protection provisions of your country of residence shall prevail where they provide a higher level of protection.

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