Refund Policy for Software - Lugrain Software GmbH

1. Right of Withdrawal (EU/Germany) 

Customers who purchase software as consumers online or via distance selling have the right to withdraw from the contract within 14 days of purchase, without providing any reason. This does not apply to business customers or to software that has been personalized or customized for the customer. 

2. Eligibility for Refunds 

Refunds may be granted under the following circumstances: 

- The software does not function as described or is defective. 

- The software cannot be installed or activated due to technical issues not caused by the customer. 

- The customer was incorrectly charged or billed. 

- Features advertised are missing or not functioning as described. 

- The software was not delivered or made accessible as agreed. 

3. Non-Refundable Items 

Refunds are generally not provided for: 

- Software that has been downloaded and activated, unless it is defective. 

- Customized or personalized software solutions. 

- Services that have already been fully performed with the customer’s consent. 

- Change of mind after activation or use. 

4. Refund Request Process 

To request a refund, customers must contact our support team at info@lugrain.de within the applicable time frame (usually 14 days for consumer purchases). Please provide proof of purchase and a description of the issue. Our team will review the request and respond within 5 business days. 

5. Refund Window 

- For consumer purchases: 14 days from the date of purchase (in line with EU law). 

- For business customers: Refunds are only granted in cases of technical defects or non-performance, as described above. 

6. Refund Method 

Approved refunds will be processed using the original payment method. Refunds are typically issued within 7 business days after approval. 

7. Warranty and Support 

If the software is found to be defective within the statutory warranty period (usually 2 years for consumers in the EU), customers may request repair, replacement, or a refund. 

8. Contact Information 

For all refund requests and inquiries, please contact: 

Lugrain Software GmbH 

Auf der Oberwiese 18, 63679 Schotten (Germany) 

info@lugrain.de 

9. Changes to the Refund Policy 

We reserve the right to update or modify this refund policy at any time. Changes will be communicated on our website.