ELIA Asistent — Return and Refund Policy

Effective: 11.9.2026

Overview

This Return and Refund Policy ("Policy") sets out how ELIA, s.r.o. ("we," "us," or "our") handles returns, exchanges, refunds, and cancellations for purchases made from https://elia-asistent.com (the "Site") and through ELIA Asistent. By making a purchase you agree to this Policy, which is incorporated by reference into our Terms of Service.

This Policy describes your rights as a buyer and our obligations as a seller. Where you are entitled to statutory consumer rights under the law of your jurisdiction, this Policy is read alongside those rights and does not limit them. Where this Policy offers you more than the law requires, the more generous terms apply.

We offer saas / software. Return, refund, and cancellation options depend on the type of product or service you purchased and the jurisdiction in which you placed the order.

Return Window and Conditions

You may request a return, refund, or cancellation within 14 days of the day the contract was concluded (the purchase date), subject to the conditions and exclusions set out below.

Proof of Purchase

A valid account email is required for all return, refund, or cancellation requests. We cannot process a request without being able to verify the transaction.

How to Request a Return or Refund

To initiate a return, exchange, refund, or cancellation, contact us at info@elia-asistent.com with your proof of purchase and a brief description of your request. We will respond with next steps within two (2) business days.

Refund Methods Available

Subject to the conditions in this Policy, we offer the following remedies. The remedy available for a given order depends on the nature of the service, the extent to which the service has already been provided or consumed, and any applicable statutory rights.

• Full refund. A refund of the full purchase price will be issued to the original payment method.
• Cancel future billing. Cancellation of all future billing. Access to the service continues through the end of the current billing period. No refund is issued for the current period except where required by law.
• Cancel, no refund. Immediate cancellation of the service. No refund is issued for amounts already paid, except where required by law.

Our default remedy where you have a choice is Full refund. Where the law grants you the right to choose (for example, the Australian Consumer Law in the case of a major failure), your choice controls.

Non-Returnable Services and Exclusions

Our SaaS services are eligible for cancellation or withdrawal in accordance with this Policy, subject to the timing, usage, and statutory-rights requirements above.

Defective or Not-as-Described Services

If the service is defective, materially unavailable, or materially not as described, you are entitled to a remedy regardless of the standard return window set out above. Contact us at info@elia-asistent.com within a reasonable time of discovery with your proof of purchase and a description of the issue.

At our option we will, in the following order of preference: (1) restore or correct the service; (2) provide an equivalent workaround or service credit; or (3) issue a full or proportionate refund. Where your applicable consumer law gives you the right to choose a remedy (for example, the Australian Consumer Law for a major failure), your choice controls over our stated preference.

Digital Services, Message Credits, and Usage

ELIA Asistent is a digital service that may be available for use immediately after purchase. If you are a consumer and choose to start using the service during the 14-day withdrawal period, you expressly request immediate performance of the service and acknowledge that your use of the service may reduce the amount refunded if you later withdraw from the contract.

Where the service includes prepaid message credits, usage allowance, conversations, automation runs, onboarding work, integrations, or other measurable service components, we may deduct a proportionate amount for the part of the service already provided or consumed before we receive your withdrawal request. This may include credits or messages used and any other service usage that created costs for us.

Subscriptions, Auto-Renewal, and Cancellation

Your subscription renews automatically at the end of each billing period until you cancel. You may cancel at any time through your account settings or by contacting us at info@elia-asistent.com.

Cancellation Effect

When you cancel, your access to the service continues through the end of the current paid billing period. No refund is issued for the current period except (a) where required by applicable law, (b) where a defect or material misrepresentation justifies it, or (c) within an applicable cooling-off period, subject to the usage rules in "Digital Services, Message Credits, and Usage" above.

Simple Cancellation Mechanism

You can cancel your subscription using the same method you used to sign up. If you signed up online, you can cancel online. We do not require you to call, visit a physical location, or speak to a representative to cancel a subscription that was initiated online. A cancellation link is available in your account settings and in every billing confirmation email.

Jurisdiction-specific cancellation, withdrawal, and auto-renewal rights are described in the sections for EU, UK, Australian, and US consumers below.

European Union Consumers — Right of Withdrawal

If you are a consumer resident in the European Union, you have a statutory right of withdrawal from distance contracts and off-premises contracts under the Consumer Rights Directive (2011/83/EU), as amended by the Omnibus Directive (2019/2161). Nothing in this Policy limits or waives that right.

The 14-Day Right of Withdrawal

You have 14 calendar days to withdraw from the contract without giving any reason. For ELIA Asistent, which is provided as an online SaaS and digital service, the period runs from the day the contract is concluded.

How to Exercise the Right

To exercise your right of withdrawal, you must inform us (contact details: info@elia-asistent.com) of your decision to withdraw by an unequivocal statement (for example, a letter sent by post or email). You may use the model withdrawal form below but you are not required to. To meet the deadline, it is sufficient for you to send your communication concerning the exercise of the right before the 14-day period has expired.

Effects of Withdrawal

If you withdraw, we will reimburse the refundable payments received from you without undue delay and in any event not later than 14 days from the day we are informed about your decision to withdraw. We use the same means of payment as you used for the initial transaction unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.

If you started using the service during the withdrawal period, any deduction from the refund is handled under "Digital Services, Message Credits, and Usage" above.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to the categories listed in Article 16 of Directive 2011/83/EU, including digital content not supplied on a tangible medium where performance has begun with your prior express consent and acknowledgment that you thereby lose the right of withdrawal, and services fully performed where performance began with your prior express consent and acknowledgment of loss of right of withdrawal upon full performance.

Model Withdrawal Form

To: ELIA, s.r.o., info@elia-asistent.com

I/We hereby give notice that I/We withdraw from my/our contract for the provision of the following service:

• Ordered on: _____
• Name of consumer(s): _____
• Address of consumer(s): _____
• Signature (only if this form is notified on paper): _____
• Date: _____

United Kingdom Consumers

If you are a consumer resident in the United Kingdom, you have statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "CCR") and the Consumer Rights Act 2015 (the "CRA"). Nothing in this Policy limits or waives those rights.

14-Day Cancellation Right (CCR 2013)

For distance contracts (online, by phone, or by mail order) and off-premises contracts for services or digital content, you have the right to cancel within 14 calendar days starting the day after the contract is concluded.

For these service contracts, we refund within 14 days of your notice of cancellation, subject to the usage rules in "Digital Services, Message Credits, and Usage" above.

Service and Digital Content Rights (CRA 2015)

If digital content or services you buy are faulty, not as described, or not fit for purpose, you may be entitled to repair, replacement, repeat performance, a price reduction, or a refund under the CRA. These rights are in addition to your 14-day right under the CCR.

Exceptions to the CCR Right to Cancel

The CCR right to cancel does not apply to digital content where supply has begun with your express consent and acknowledgment that this ends the right to cancel, or to services fully performed where you expressly agreed to begin during the 14-day period and acknowledged that completing the service would end the right to cancel.

Australian Consumers — ACL Consumer Guarantees

If you are a consumer in Australia, nothing in this Policy excludes or limits the consumer guarantees under the Australian Consumer Law (ACL), which are set out in Schedule 2 of the Competition and Consumer Act 2010.

Consumer Guarantees

Under the ACL, services we supply must be carried out with due care and skill, fit for any disclosed purpose, and delivered within a reasonable time. Digital products and services must match their description and comply with any express warranty. These consumer guarantees are non-excludable: a store policy, terms, or a sign cannot override them.

Remedies for Major and Minor Failures

Major failure. A major failure is a failure that would have caused a reasonable consumer not to buy the product if they had known about it, or that makes the product significantly different from its description, unfit for purpose, or unsafe. For a major failure, you choose between a refund, a replacement, or keeping the product and asking for compensation for the drop in value.

Minor failure. For a minor failure that can be fixed within a reasonable time, we may choose to offer a repair, replacement, or refund. If a repair attempt fails or we refuse to provide a remedy, or if two or more minor failures together amount to a major failure, you may then choose between a refund and a replacement.

Services

For services with a major failure, you may cancel the contract for a refund (less a reasonable amount for any work already completed satisfactorily) or keep the contract and pay a lower price reflecting the failure.

Consequential Loss

You may also be entitled to compensation for any reasonably foreseeable loss or damage caused by our failure to meet a consumer guarantee.

US State-Specific Rights

In addition to this Policy, the following state-specific rules apply to buyers in the US states listed:

• California. Pursuant to California Civil Code §1723, we post this Policy conspicuously at the point of purchase. For subscriptions, we comply with California’s automatic-renewal law (Bus. & Prof. Code §§17600–17606): (1) we clearly and conspicuously disclose the automatic-renewal terms before obtaining your billing information; (2) we obtain your affirmative consent to the automatic-renewal feature; (3) we provide an acknowledgment of the automatic-renewal terms and cancellation method in a format you can retain; (4) we provide a cost-effective, timely, and easy-to-use mechanism to cancel online; and (5) where a material change is made to the automatic-renewal terms, we notify you in a clear and conspicuous manner before the change takes effect.
• New York. Pursuant to New York General Business Law §218-aa, we conspicuously post our refund policy before purchase.
• Florida. Pursuant to Florida Statute §501.142, any "no refund" or policy that does not allow full refunds must be conspicuously disclosed at the point of sale. This Policy is disclosed at checkout and linked from the Site footer.
• Massachusetts. Pursuant to 940 CMR 3.13, we clearly and conspicuously disclose this Policy before the completion of the transaction. Failure to disclose a return policy is an unfair and deceptive practice under M.G.L. c. 93A. Gift certificates and store credits issued in Massachusetts are valid for at least seven (7) years.
• Minnesota. Pursuant to Minn. Stat. §325F.783, we display this Policy in at least 14-point bold type (or its digital equivalent) at the point of sale. Minnesota buyers who do not receive a compliant disclosure are entitled to a full cash refund.
• Texas. This Policy is disclosed at checkout consistent with the Texas Deceptive Trade Practices Act (Bus. & Com. Code §17.41 et seq.).

Refund Processing Timeline

Once a return is approved or a cancellation is processed, refunds are issued to your original payment method within 14 business days. Processing time by your card issuer or bank may add up to an additional 5–10 business days before the refund appears on your statement.

For EU and UK consumers exercising the statutory right of withdrawal or cancellation, refunds are issued within 14 days in accordance with the Consumer Rights Directive and the Consumer Contracts Regulations 2013 respectively.

Refunds are issued using the same means of payment you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.

Chargebacks and Disputes

We ask that you contact us at info@elia-asistent.com before initiating a chargeback with your card issuer. Most disputes can be resolved quickly through our normal refund process. Initiating a chargeback without first contacting us can result in a longer resolution time and may affect your ability to purchase from us in the future.

Chargebacks and Representment

If you initiate a chargeback that we believe is unjustified (for example, where you received access to the service and did not contact us first, or where our policy clearly disclosed the terms in question), we reserve the right to respond to the card network with documentation of the transaction, including order confirmation, proof of service access or usage, our disclosed policy at the time of purchase, and any relevant communication. This is commonly referred to as representment.

Common Chargeback Categories

Under Visa and Mastercard dispute rules, the following categories commonly arise in online transactions. This Policy is drafted to be the documented policy your card network will examine in any representment:

• Services not received (Visa 13.1 / Mastercard 4853): covered by our service access terms and our undertaking to provide proof of access or usage.
• Cancelled recurring transaction (Visa 13.2): covered by our subscription cancellation mechanism above, which allows you to cancel using the same method as signup.
• Not as described or defective (Visa 13.3): covered by our defective-service process; please contact us first so we can arrange correction, service credit, or refund.
• Credit not processed (Visa 13.6): we issue refunds to the original payment method within the timelines set out in this Policy.
• Duplicate processing or incorrect amount (Visa 12.4 / 12.5): we will investigate and correct any duplicate charge or billing error promptly on notification.

Contact Us

Questions about this Policy, a return, a refund, or a cancellation should be directed to:

ELIA, s.r.o.
Email: info@elia-asistent.com
Website: https://elia-asistent.com