Refunds and withdrawal

What you are buying

You are paying in advance for AskPugu's AI chat. A pack sets how many credits that payment buys, and credits are used only inside AskPugu.

Credits have no cash value. They cannot be cashed out, exchanged for money, transferred to another person, or resold.

Credits never expire. They do not run out over time, so there is no situation where credits are lost to expiry and would need refunding.

Pack prices are shown in Polish złoty. They are final gross prices: the amount you pay.

Who the seller is, and where to ask for a refund

We are the seller, DANIEL WĄTOR SOFT. To ask for a refund, write to [email protected] with your account e-mail address and the date of the purchase. The money goes back through the payment institution that handled your transaction (PayU, Tpay or Przelewy24), to the payment method you used. A dispute about the payment itself, such as a chargeback, is run by that institution and your bank; we give them the purchase record.

You do not need the confirmation e-mail or a transaction number. Your account's e-mail address is enough, and we find the rest in the purchase record.

Questions about your account, your credit balance, and your usage history come straight to us: [email protected].

Your statutory right of withdrawal

You have 14 days from concluding the contract to withdraw from it, without giving a reason.

A pack purchase is a contract for AskPugu's AI chat, a digital service you pay for in advance. Credits are the unit in which that price is measured; they are not separate digital content. So the exception for digital content does not apply, and delivering the credits does not end your right of withdrawal.

You lose the right only when both of these are true:

• you expressly requested that we start the service before the 14-day period ends, and acknowledged that you lose the right of withdrawal once all credits from the pack have been used;
• every credit from that pack has been used.

We credit the pack within 1 day (24 hours) after the payment processor confirms a completed payment, so the service starts before the 14-day withdrawal period ends. Until every credit from the pack is used, the right of withdrawal remains, even if some of them have already been used.

That is why, at checkout, we ask you to tick a request that reads:

I request that AskPugu start the service before the 14-day withdrawal period ends, by crediting this pack within 24 hours after confirmed payment. I acknowledge that I lose the right of withdrawal once all credits from this pack have been used, and that if I withdraw earlier I pay for the credits already used from it.

The request starts unticked, and without it checkout does not accept the order. The order confirmation we e-mail you records the agreement you accepted and this request.

If we did not tell you about the right of withdrawal, how to use it, or the payment for credits used before withdrawing, or if you did not make the request, you pay nothing for the credits used during the withdrawal period.

How much comes back when you withdraw

Within 14 days of buying a pack:

• If you have not used a single credit from that pack, we refund the full pack price, with no further conditions.
• If some credits from that pack have already been used, you pay for them and we refund the rest: the pack price minus the value of the credits used. Used credits are valued at that pack's own per-credit rate (pack price divided by the number of credits in the pack).

Which credits count as used from that pack follows a fixed order. Every time you spend, earned and free credits go first. Paid credits are only touched once those are gone, and paid packs are used in the order you bought them, the earliest pack first. So credits you have spent may not have come from the pack you are withdrawing from, and more of that pack may be unused than you expect.

Example. The Standard pack costs 109.99 PLN for 5,500 credits. If you used 500 of them and withdraw within 14 days, 5,000 credits are still unused, so we refund 109.99 PLN × (5,000 ÷ 5,500) = 99.99 PLN.

After 14 days from purchase we refund where the law requires it, including when a complaint is upheld.

This page does not replace your statutory rights and does not limit them in any way. If the law gives you more in your situation, whichever is more favourable to you applies.

If you were charged by mistake

A duplicate charge, a charge for an amount you did not agree to, or a charge you did not make at all is not a purchase. There is no contract behind it, so there is nothing here for you to qualify for.

Money taken by mistake is returned in full. Always, and without conditions.

None of the refund rules above apply to it. The 14-day window does not apply, and nothing is deducted for credits that were used because the charge was never a purchase in the first place. Any credits that were added by that charge are reversed together with it, and your account history shows both.

Tell us at [email protected], or tell the payment institution. Either route reaches the same outcome, and we will not send you back and forth.

When and how the money comes back

If you withdraw from the contract, the law sets the deadline: all payments you made must be returned to you without delay, and no later than 14 days from the day the withdrawal statement is received.

The money goes back by the same means of payment you used. A different route is used only if you expressly agree to it, and only if it costs you nothing.

Any other refund on this page, including money taken by mistake, is paid out the same way, through the payment institution and back to the payment method you used. How quickly it then appears depends on your bank or card issuer, which is outside anyone's control here.

You are never charged a fee for asking for a refund, and nothing is deducted from a refund for handling it. The only amount ever subtracted is the value of credits already used from the pack, exactly as set out above.

What happens to your credit history after a refund

Credits reversed by a refund or chargeback are recorded in your account history as a separate compensating entry.

We do not edit earlier entries. We do not silently adjust the accounting. We do not substitute a manual credit grant for a refund.

A chargeback of consumed credits pauses new purchases and credit spending pending support review. Later credits are not automatically taken. A verified reversal of that chargeback clears its hold and reverses its adjustment. Contact [email protected].

A repeated buy, use and refund pattern

If an account shows a repeated pattern of buying a pack, using credits, and then requesting a refund, we route that account to review. A person looks at it.

We do not suspend accounts automatically.

A good-faith refund request is never, by itself, proof of abuse.

Rights you always have

You keep every right you have under consumer protection law, including the rights you have when the digital service does not conform to the contract: bringing it into conformity, a price reduction, or withdrawal where the law provides.

Nothing on this page limits those rights.

Complaints

To complain about your account, your credits, or how AskPugu works, write to [email protected]. Tell us what the issue is and what you would like to happen. We will reply to the address you give us.

We reply to a complaint within 14 days of receiving it. If we do not reply within that time, the law treats the complaint as accepted in the terms you stated it.

A complaint about the payment itself goes to us; if it concerns the conduct of the payment institution or of your bank, you may also lodge it there. See “Who the seller is, and where to ask for a refund”.

Out-of-court dispute resolution

You may use out-of-court complaint handling and redress:

• The register of bodies authorised to resolve consumer disputes out of court is kept by the President of UOKiK: polubowne.uokik.gov.pl
• For cross-border disputes within the EU, the European Consumer Centre can help: konsument.gov.pl

Free help is available from your municipal or district consumer ombudsman (miejski lub powiatowy rzecznik konsumentów).

Withdrawal statement

If you want to withdraw from the contract, an unambiguous statement is enough. You may use this template:

I hereby withdraw from the contract for the purchase of an AskPugu credit pack.

Date of purchase: …

Account e-mail: …

Name: …

Address: …

Date: …

You do not need an order number or a payment reference, and you do not have to use this template. A signature is needed only on a paper statement.

Send it to us at [email protected] or to the registered address in the footer. We are the seller; the withdrawal takes effect the moment you send the statement.