Refund Policy

EU consumers have a statutory right of withdrawal within 14 days of purchase under Directive 2011/83/EU and, in Romania, Law 449/2003 (as completed by OUG 141/2021 for digital content and digital services). You may withdraw for any reason within 14 days of the contract without giving any justification.

This right applies to distance contracts for goods and services and is subject to narrow exemptions for digital content (see the next section).

AI credits, courses, and AI-generated content are digital content delivered immediately upon purchase. By expressly consenting to immediate delivery at checkout, you acknowledge that the right of withdrawal is waived once delivery begins.

By ticking the waiver checkbox at checkout, you acknowledge and accept that you lose the 14-day right of withdrawal once delivery begins (Directive 2011/83/EU, Art. 16(m)). We record this consent in your order confirmation email as required by Art. 8(7).

If you did not tick the waiver at checkout, the 14-day right of withdrawal remains available to you for any unused, undelivered portion of your purchase.

For ongoing digital services (subscriptions), Article 16(a) of the Consumer Rights Directive applies a slightly different rule. If you asked us to start performance during the 14-day window and acknowledged that you would lose the withdrawal right on full performance, but you then withdraw before the service is fully performed, we may retain an amount that is proportionate to what was actually provided to you — and refund the remainder.

In practice: if you subscribe and withdraw three days into a 30-day cycle after using some of the included credits, we keep a pro-rata amount for those three days plus the fair value of any credits you've already consumed, and refund the rest.

Even after you waive the 14-day right, we issue refunds in the following situations:

• Duplicate charge

  We refund the duplicate charge in full, automatically where possible.

• Service outage greater than 24 hours

  Pro-rated subscription refund for the affected period.

• Credits never delivered

  If credits never appear in your balance, we refund the purchase amount in full.

• Material non-conformity

  If the digital service does not conform to the contract (Directive (EU) 2019/770), we'll first bring it into conformity; if we can't, you're entitled to a price reduction or termination with a refund.

• Goodwill refunds

  Granted at our sole discretion — reach out and we'll take a look.

You may cancel your subscription at any time from the billing portal. You'll keep access to your plan until the end of the current paid period.

No pro-rated refund is issued for partial months after the 14-day window unless Section 4 applies (duplicate charge, extended outage, undelivered content, non-conformity, or goodwill).

Unused credits included in a subscription remain usable until the end of the current billing period, then expire per their terms.

Payments are processed by a third-party payment processor. For unauthorised transactions (card lost/stolen, someone else used your account), contact your card issuer promptly. Your statutory rights under the Payment Services Directive 2 (transposed by Romanian Law 209/2019) apply — including the right to a refund for unauthorised transactions and for payments where Strong Customer Authentication was not applied. Notification within 13 months of the debit is required.

For disputed charges, please email billing@pluquiz.ai before initiating a chargeback with your card issuer. A direct refund is usually faster for both of us; chargebacks filed in bad faith for transactions you authorised may result in account suspension pending investigation.

1. 1

   Request received

   We acknowledge your email within 1 business day.

2. 2

   Review and decision

   Most refund decisions are communicated within 5 business days.

3. 3

   Funds returned

   Approved refunds return to the original payment method within 5–10 business days. Timing beyond that is at your bank's discretion.

When credits are refunded, the corresponding balance is deducted from your account to keep the ledger consistent.

Email us with these details so we can help quickly:

• The email address on your PluQuiz account
• Your order or invoice number
• A short description of what happened

To: [COMPANY LEGAL NAME], [ADDRESS], Romania — billing@pluquiz.ai

I hereby give notice that I withdraw from my contract
for the following service:

Ordered on:           [date]
Order / invoice no.:  [number]
Account email:        [email]
Name of consumer:     [name]
Address of consumer:  [address]
Date:                 [date]
Signature:            [only if sent on paper]

We aim to respond within 5 business days. Complex cases may take longer; we'll keep you updated.

• Directive 2011/83/EU on consumer rights

  Articles 9–16 govern the right of withdrawal and its exceptions for digital content and digital services.

• Directive (EU) 2019/770 on digital content & services

  Conformity and remedies for digital content / services supplied to consumers (transposed in Romania by OUG 141/2021).

• Romanian Law 449/2003 & OUG 141/2021

  Romanian consumer contracts and conformity of goods / digital services.

• ANPC — Romanian consumer complaints & ADR

  Romanian consumers may contact the National Authority for Consumer Protection for mediation. The EU Online Dispute Resolution platform was discontinued on 20 July 2025 (Regulation (EU) 2024/3228).

This policy does not affect your mandatory statutory rights as a consumer under EU or local law.