Refund Policy
This Policy sets out when and how money paid for paid services of the EUROBRIDGE platform under the Public Offer can be refunded. It is an integral part of the Public Offer; capitalised terms have the meaning given in the Offer and in the Terms of Use.
1. Scope
1.1.This Policy applies to payments for Services under the Offer: Initiator Subscriptions, Add-on Services and Investors' paid access (opening detailed Project cards, card packs, investor subscriptions) — whatever the payment method (bank card through the Payment Provider, or an Invoice).
1.2.The Seller is Sole proprietor (FOP) Oleksandr Kiian, tax number (RNOKPP) 3083518472, 17 Kovpaka St, Kyiv 03150, Ukraine. The Platform is administered by Charity Organization “Charity Fund Come Back to Us”; charitable donations to the Operator are not payment for Services and are not refundable under this Policy. Project Preparation and Support and Professional Services are refunded under the terms of the separate written contract.
1.3.Paid services are digital services: they are provided electronically by opening access to Platform features, not by delivering goods. The refund rule therefore depends on whether the paid access has been used.
2. Refund within 14 days if access has not been used
2.1.A Customer may claim a full refund of the amount paid for a Service if both conditions are met: (a) no more than 14 calendar days have passed since the payment date; and (b) the paid access has not been used.
2.2.Paid access is regarded as unused if, according to Platform records (system logs):
| Service | Unused if… |
|---|---|
| Initiator Subscription | after activation, no paid features of the plan have been switched on or applied (including paid or featured placement of a Project, paid analytics and other features not available without the Subscription) |
| Add-on Service | performance of the service has not begun (no action has been taken to provide it) |
| Opening a detailed Project card | the card has not been opened, i.e. the money is paid but the unlock has not been spent |
| Card pack | no credit of the pack has been spent on opening a card |
| Investor subscription | the paid features of the subscription have not been used (including no full viewing of restricted materials available only with the subscription) |
2.3.The 14 days run from the payment date: for a card, the date of the successful transaction; for an Invoice, the date the funds are credited to the Seller's account. A request is in time if it is sent before the end of the 14th day.
2.4.The Seller grants this right to every Customer on a contractual basis — Consumers and businesses alike; it is independent of a Consumer's right to withdraw from a distance contract under the Law of Ukraine “On Consumer Rights Protection” (section “Consumer rights”).
3. Once use has begun
3.1.If the paid access has been used — even in part, for example at least one unlock of a pack has been spent, a paid feature of a plan has been activated or performance of an Add-on Service has begun — no pro-rata (partial) refund is made for the unused part of the period or pack, unless the law expressly requires it.
3.2.Regardless of use, money is refunded in full if: (a) the Service was not provided through the Seller's fault or because it was technically impossible to activate; (b) a payment was made twice or by mistake; (c) a duty to refund follows from mandatory law.
3.3.Amounts paid for Services whose access was restricted or ended because of a breach of the Terms of Use, inaccurate data, compliance or sanctions risks or abuse are not refunded (unless the law requires otherwise).
4. How to request a refund
4.1.Send a written request by e-mail to info.no-spam [at] eurobridge [dot] online (copy: compliance.no-spam [at] eurobridge [dot] online) from the address registered in the Account. In the request state:
- the Invoice number in the format EB-YYYY-NNNNNN (for example EB-2026-000123) — for payment against an Invoice; for card payment, the date, the amount and the name of the Service (from the cabinet or the confirmation e-mail);
- the name of the Organisation and of the person who paid;
- the Service paid for and, if you wish, the reason for the refund;
- the refund method if you paid by transfer (details of the account the payment came from).
4.2.The Seller considers the request and notifies the decision by e-mail within 5 (five) Business Days of receiving it. To check the conditions the Seller may ask for further information; if there is no reply, the request is decided on the Platform's records.
5. Payout time and method
5.1.If the request is approved, the Seller pays the money back within 10 (ten) bank days of the day of the decision (a bank day is a day on which banks in Ukraine carry out settlement operations).
5.2.The money is returned by the same method that was used to pay: to the same bank card through the Payment Provider, or to the bank account the transfer against the Invoice came from. A refund to other details is possible only if the payment cannot be returned by the original method, and on the Customer's written application.
5.3.The amount refunded is the amount the Customer paid, in the currency actually charged. Any exchange difference between the charge and the credit depends on the Customer's bank and is not compensated by the Seller. After the Seller sends the refund, crediting a card may take a few more bank days; this period is outside the Seller's control.
5.4.After a refund, the Invoice for that Service is regarded as cancelled.
6. Effect of a refund
6.1.Once the money is refunded, the corresponding Service is regarded as returned and access to it ends: the plan reverts to the free level, unspent credits of a pack are cancelled and paid features are switched off. The Customer's data and Content are kept under the Privacy Policy.
6.2.A refund for a Service does not cancel the Customer's other obligations to the Seller or the Operator under the Terms of Use (including under NDAs already concluded).
7. Payment disputes (chargebacks)
7.1.If you do not recognise a charge, did not receive access or disagree with a refund decision, please write to us first at info.no-spam [at] eurobridge [dot] online or compliance.no-spam [at] eurobridge [dot] online: that is the fastest way to sort it out and, where due, to refund the money without involving your bank.
7.2.The Customer may dispute the transaction through the card-issuing bank. In that case the Seller provides the Payment Provider and the bank with documents and data showing that the Contract was concluded and the Service provided (the record of acceptance of the Offer, the payment, the access-activation log, correspondence). While a dispute is pending, access to the paid Service may be suspended.
7.3.If money has been refunded on request under this Policy, a further dispute of the same payment through the bank is unfounded; in the event of a double refund the Seller will ask for the excess to be returned. Abuse of payment disputes may be grounds for restricting access to paid features.
8. Consumer rights
8.1.This Policy does not limit rights a Consumer has by law. Under the Law of Ukraine “On Consumer Rights Protection”, a Consumer may withdraw from a distance contract within 14 days of its conclusion, subject to the exceptions set by law, including where performance of a service began with the Consumer's consent and the service has been fully performed.
8.2.A Consumer may also complain to a consumer-protection authority or go to court. If mandatory law gives a Consumer more rights than this Policy, that law applies.
9. Contacts
Refund requests, questions about Invoices and complaints:
- Refunds and Invoices: info.no-spam [at] eurobridge [dot] online
- Complaints, compliance and disputes: compliance.no-spam [at] eurobridge [dot] online
- General enquiries: info.no-spam [at] eurobridge [dot] online
- Seller: Sole proprietor (FOP) Oleksandr Kiian, tax number (RNOKPP) 3083518472, 17 Kovpaka St, Kyiv 03150, Ukraine
- Contact form: /contact