Erstattungsrichtlinie

1. Scope

This Refund Policy applies to purchases of prepaid Cogeto credit ("Purchased Credit") and to free or promotional credit issued by Cogeto ("Promotional Credit").

Cogeto is a prepaid, pay-as-you-go service. It is not a subscription and there is no recurring billing cycle. Purchased Credit is consumed as Cogeto services are used.

Purchases are processed by Paddle as Merchant of Record. Paddle is the seller for the payment transaction and processes eligible refunds, withdrawals, reversals, and chargebacks in accordance with applicable law and Paddle's buyer terms and refund policy.

This Refund Policy supplements the Cogeto General Terms of Service. If there is any conflict, the General Terms of Service apply, subject always to mandatory law.

2. General Refund Rule

Except where mandatory law requires otherwise:

• purchases of Cogeto credit are final and non-refundable;
• an unused credit balance does not, by itself, create a right to a refund;
• Credit cannot be redeemed or withdrawn as cash;
• Credit cannot be transferred to another Account without MCTO's express approval; and
• Credit already consumed through use of the Service is final and non-refundable.

Paddle may separately approve a refund in accordance with its own policies. A request for a refund does not guarantee that a refund will be granted.

3. Consumers and the 14-Day Withdrawal Period

If you are a consumer, mandatory consumer law may give you a right to withdraw from an eligible distance transaction within 14 days of the transaction.

Where you request that Cogeto be made available or begin providing services immediately, before the end of that 14-day period, you expressly request immediate performance of the Service.

If you use or benefit from Cogeto during the withdrawal period, then, to the fullest extent permitted by applicable law:

• Usage Charges and other value corresponding to services already supplied before a valid withdrawal are not refundable;
• any refundable amount may be reduced by the amount corresponding to the Service already supplied or consumed;
• if all Purchased Credit from the relevant transaction has already been consumed, there may be no remaining refundable amount; and
• where the Service has been fully performed and the legal requirements for loss of the withdrawal right are satisfied, the statutory withdrawal right may no longer apply.

Accordingly, purchasing Credit and immediately running an Instance may result in part or all of that Credit becoming non-refundable as it is consumed.

Nothing in this Policy limits a mandatory consumer right that cannot lawfully be excluded or restricted.

4. Business Customers

Business Customers, including companies, crafts, sole traders, professionals, and other persons purchasing Cogeto for business purposes, do not receive a consumer 14-day withdrawal right unless applicable mandatory law expressly provides otherwise.

For Business Customers, Purchased Credit is non-refundable except where:

1. a refund is required by mandatory law;
2. Paddle approves a refund under its applicable policies; or
3. MCTO expressly agrees otherwise in writing.

Credit already consumed through use of Cogeto is final and non-refundable to the maximum extent permitted by law.

5. Promotional Credit and Vouchers

Promotional Credit includes, without limitation:

• administrator-issued vouchers;
• manual credit grants;
• welcome Credit;
• campaign or promotional Credit;
• goodwill Credit; and
• any other Credit issued without payment by the Customer.

Promotional Credit:

• is provided free of charge;
• is not purchased money;
• has no cash value;
• cannot be withdrawn or exchanged for money; and
• is never refundable, except where mandatory law expressly requires otherwise.

If a transaction that qualified a Customer for welcome or other Promotional Credit is refunded, reversed, cancelled, or charged back, MCTO may remove the related Promotional Credit from the Account.

6. How to Request a Refund or Exercise a Withdrawal Right

Because Paddle acts as Merchant of Record, payment refunds are normally processed by Paddle.

You may submit a request by:

1. using the View receipt, refund, or buyer-support link contained in your Paddle transaction receipt; or
2. contacting MCTO at legal@cogeto.eu.

When contacting MCTO, please provide the email address associated with your Cogeto Account and enough information to identify the Paddle transaction.

MCTO may forward or coordinate the request with Paddle. MCTO does not normally refund Paddle transactions directly to a Customer outside Paddle's payment system.

Where a refund is approved, the refund will ordinarily be returned through the payment method and process determined by Paddle.

7. Effect of a Refund

If a purchase is refunded, reversed, cancelled, or otherwise unwound:

• the corresponding Purchased Credit may be removed from the Cogeto Account;
• any unused Credit attributable to that transaction may be cancelled;
• any Promotional Credit connected with the refunded transaction may also be cancelled; and
• access to the relevant Service may be restricted where the Account no longer has sufficient Credit.

If Credit associated with the refunded transaction has already been consumed, removal or reversal of the corresponding Credit may cause the Account balance to become negative.

A negative balance is subject to the Grace Period, suspension, and deletion provisions of the Cogeto General Terms of Service. The Customer may be required to restore the balance before further purchases, provisioning, or continued use is permitted, to the extent allowed by applicable law.

8. Chargebacks and Payment Disputes

If you initiate a chargeback, payment dispute, reversal, or similar payment claim:

• Paddle may investigate and handle the dispute as Merchant of Record;
• MCTO may temporarily restrict further Credit purchases or provisioning while the transaction is under review;
• Credit connected with the disputed transaction may be withheld, removed, or reversed;
• if the disputed Credit has already been consumed, the Account may become negative; and
• repeated, abusive, fraudulent, or bad-faith payment disputes may result in restriction or termination of the Account in accordance with the Cogeto General Terms of Service.

Nothing in this Section prevents a Consumer from exercising a lawful payment-dispute or consumer-protection right.

9. Faulty or Non-Conforming Services

This Policy does not limit any mandatory rights relating to services or digital services that are defective, non-conforming, not provided as agreed, or otherwise subject to a statutory remedy.

Where mandatory law provides a right to repair, restoration of conformity, price reduction, termination, or refund, that right remains unaffected.

10. Contact

Questions about this Refund Policy may be sent to:

MCTO Advisory d.o.o.
Bregana Pisarovinska 37
10451 Bregana Pisarovinska
Croatia

Email: legal@cogeto.eu
Website: www.cogeto.eu

Last updated: 22 August 2026