Refund and Withdrawal Policy

1. Summary

• EU and EEA Consumers have 14 days to withdraw from a paid Subscription without giving a reason, unless they have expressly waived that right in exchange for immediate access to digital content.
• You can cancel your Subscription at any time. Cancellation takes effect at the end of the current paid period. Outside the 14-day window, we do not refund fees already paid, except in the limited cases described in this policy.
• We refund using the same payment method you used to pay, within 14 days of accepting the refund request.

2. Your 14-day right of withdrawal

If you are a Consumer in the EU or EEA, you have the right to withdraw from a paid Subscription within 14 days of the day the contract is formed, without giving any reason. The contract is formed when you confirm your purchase on our checkout page and the payment is accepted.

The right of withdrawal does not apply to:

• a Subscription that has been fully performed before the 14-day period ends, if performance started with your prior express consent and your acknowledgement that you would lose the right of withdrawal once performance is complete (Article 17(1)(m) of Decreto-Lei no. 24/2014);
• digital content supplied on a non-tangible medium, where the supply began with your prior express consent and your acknowledgement of the loss of the right of withdrawal (same provision, point (m), second part);
• any other case listed in Article 17 of Decreto-Lei no. 24/2014, such as contracts for services already fully performed at your express request.

3. Immediate access to digital content and the waiver

Most of our paid features are digital content and digital services that you want right away. At checkout we ask you to:

1. expressly consent to the Subscription starting and features becoming available immediately, before the 14-day withdrawal period ends, and
2. acknowledge that, to the extent the Subscription is fully performed during that period, you will lose the right of withdrawal, and
3. for partial performance, acknowledge that if you exercise the right of withdrawal after performance has begun, you must pay a proportionate amount for the service used up to that point, as allowed by Article 15 of Decreto-Lei no. 24/2014.

If you do not give this consent and acknowledgement, access to the paid features will begin only after the 14-day withdrawal period ends, and you will not be able to use those features during that period.

4. How to exercise the right of withdrawal

To withdraw from a Subscription within the 14-day period, tell us clearly that you have decided to withdraw. You can:

• email us at info@theendlessness.com with the subject line "Withdrawal";
• write to us at The Endlessness, Rua Visconde Seabra nº27, 1600-766 Lisbon, Portugal; or
• use the model withdrawal form in section 5 below.

To meet the 14-day deadline, it is enough that you send your statement before the period expires. We will acknowledge your notice without delay by email.

5. Model withdrawal form

You can use the form below, but you do not have to. Copy it into an email, fill in the blanks, and send it to us.

6. Refund method and timing

When a refund is owed, we refund using the same payment method you used for the original transaction. We do not charge you any fee for the refund. We initiate the refund within 14 days of accepting your valid withdrawal or refund request. The time it takes for the money to arrive depends on your bank or card issuer.

If performance of the Subscription has already begun at your request, and you exercise the right of withdrawal during the 14-day period, we may deduct an amount proportionate to the part of the service already supplied, in line with Article 15 of Decreto-Lei no. 24/2014.

7. Our goodwill refund practice

Beyond the statutory withdrawal right, we offer the following goodwill practice:

• If the Service has been substantially unavailable for more than 48 consecutive hours during a paid period because of a fault on our side, we grant a pro-rated credit on your next invoice or, if you cancel, a pro-rated refund.
• If you are a first-time Subscriber, have used the Subscription for 14 days or fewer, and ask us for a refund citing dissatisfaction, we will normally grant it. We may decline in cases of apparent abuse, such as repeated requests across accounts.
• In case of a billing error on our side, we refund the full incorrectly charged amount as soon as we confirm the error.

8. Upgrades, downgrades and cancellation

You can cancel your Subscription at any time from the billing section of your account. Cancellation takes effect at the end of the current paid period, and you keep access until then. Outside the cases listed above, we do not refund the fee for a period that has already been paid.

Upgrades take effect immediately, and we charge the pro-rated difference for the remainder of the current period. Downgrades take effect at the end of the current paid period so that you are not billed twice for the same time.

9. Failed and duplicate payments

If a payment fails, our payments provider may retry the charge according to its standard retry schedule. After a reasonable grace period, we downgrade the account to the free tier. If you are charged twice for the same Subscription period because of a technical error, tell us at info@theendlessness.com and we will refund the duplicate charge.

10. Chargebacks

If you have a billing problem, please contact us first. Filing a chargeback with your bank before raising the issue with us adds cost and delay for everyone. We may suspend an account under active chargeback review until the matter is resolved. Fraudulent chargebacks may be reported to the payments provider and to the appropriate authorities.

11. Free trials and promotional offers

If we offer a free trial, we will tell you clearly when it starts, when it ends, and whether it converts automatically into a paid Subscription at the standard price. You can cancel at any point during the trial to avoid being charged. If a promotional price applies only for a limited period, the standard price applies from the next renewal onwards.

12. VAT and tax handling

Refunds include any VAT that was collected on the original payment. Where a refund affects VAT already remitted under the EU One Stop Shop rules, the adjustment is made in the next VAT return by our payments provider. If you need a credit note, write to info@theendlessness.com.

13. If you are not a Consumer

If you acquire a Subscription for purposes that are wholly or mainly related to your trade, business, craft or profession, the right of withdrawal described in sections 2 to 5 does not apply to you. The rest of this policy, including the goodwill practice in section 7, still applies so far as it is reasonable in the circumstances.

14. Changes to this policy

We may update this policy when Subscription features or legal requirements change. Changes that reduce your rights compared to the version you agreed to at checkout do not apply retroactively to an existing Subscription. The version in force when you purchased governs your withdrawal and refund rights for that Subscription period.