1. Your statutory right of withdrawal (EU)
Under Articles 9–14 of Directive 2011/83/EU (transposed into Croatian law by the Consumer Protection Act, Zakon o zaštiti potrošača), if you are a consumer residing in the EU you have the right to withdraw from the contract within fourteen (14) days from the date of conclusion (or, for goods, the date of delivery), without giving any reason.
To exercise the right, send an unequivocal statement of withdrawal to support@srodna-dusa.com. You may use, but are not required to use, the model withdrawal form attached to the Croatian Consumer Protection Act.
1.1 Express waiver for digital content
Where the Service involves the supply of digital content not on a tangible medium (for example, generating your soulmate sketch, AI-driven analyses, downloadable reports), you may consent to immediate performance and acknowledge that you lose the right of withdrawal once performance has begun, in accordance with Article 16(m) of Directive 2011/83/EU. Where you have given that express consent at checkout, the 14-day right does not apply to the part of the Service already performed.
2. Trial-period refunds
Beyond your statutory right of withdrawal, we offer a goodwill refund within thirty (30) days of trial purchase, provided you:
- are a first-time trial user,
- have not previously received a refund from us,
- have not breached these Terms, and
- request the refund through support@srodna-dusa.com or the in-app cancellation flow.
3. Recurring subscription refunds
After the trial converts to a recurring subscription, we will not normally refund partial or unused subscription periods. However, you remain entitled to a refund in the following cases:
- Service unavailability lasting more than four consecutive hours (excluding scheduled maintenance and force majeure);
- technical failure preventing access to core paid features, reported within 30 days;
- billing errors (duplicate charge, incorrect amount);
- unauthorized transactions;
- any case where mandatory consumer-protection law in your country requires a refund.
4. One-time premium add-ons
One-time premium purchases (additional soulmate insights, fast sketches, tarot readings, etc.) are generally non-refundable once delivered, because they are digital content performed immediately. Refunds will be issued for technical failure or unauthorized charges if requested within 30 days of purchase.
5. How to request a refund
Email support@srodna-dusa.com with: your account email, transaction ID or receipt, reason for the refund, and supporting evidence where applicable. We acknowledge receipt within 1 business day and aim to resolve within 5 business days.
Refunds are credited to the original payment method. Currency conversion fees charged by your bank, where applicable, are not refundable. Where the original card has expired, your bank will route the refund onto your active account.
6. Currency and VAT
Charges are processed in EUR, USD, GBP, CAD, AUD, RSD or BAM depending on your region. TeeWiz d.o.o. is currently not registered for VAT (PDV) under Article 90(2) of the Croatian VAT Act, and so no VAT is charged on our supplies.
7. EU Online Dispute Resolution
EU consumers may also use the European Commission's ODR platform at https://ec.europa.eu/consumers/odr to resolve disputes out of court. Our contact email for that platform is support@srodna-dusa.com.