AenVault Refund Policy

1. About This Policy

1.1. What this policy covers. This Refund Policy explains when a payment for a Classic Capsule or a Premium Capsule is refunded and when it is not, how refunds are made, how your statutory rights apply, and how a payment dispute (chargeback) affects your Capsule. It applies to purchases made on the AenVault website at aenvault.com (the "Platform").

1.2. Relationship with the Terms of Service. This policy should be read together with the AenVault Terms of Service. Together with the Terms of Service, it forms part of your agreement with AenVault. Words such as "Capsule", "Package", "Content", "Collection", "Writing Window", "Opening Date", "Display Period", "sealed", "Capsule Owner", "primary email address", "Dodo Payments", "Report", "Message Rules" and "Legal Deletion Request" have the meanings given in the Terms of Service. "AenVault", "we" and "us" mean the operator named on the Platform's Legal Notice page.

1.3. One-time payments. Each Package is purchased with a single one-time payment. There are no subscriptions, automatic renewals or recurring charges, so there is no subscription to cancel and no future payment to stop.

1.4. Dodo Payments. Purchases are handled by Dodo Payments, a third party separate from AenVault, which sells the Service to you as an authorised reseller and Merchant of Record. Dodo Payments takes your payment, is responsible for collecting applicable sales taxes and issues receipts and invoices. Your purchase from Dodo Payments, including the payment transaction, is also subject to Dodo Payments' Buyer Terms, which are presented to you in the Dodo Payments checkout. Your purchase is governed by the version of this policy that is in effect at the time you complete it.

1.5. Mandatory rights. Nothing in this policy excludes or limits any right you have under applicable law that cannot be waived or limited by contract. Where such a right applies, the relevant provision of this policy applies only to the extent applicable law permits. Your statutory rights are explained in Section 6.

2. Our Refund Policy in Brief

2.1. Why refunds are limited. Once your payment has been completed, your Capsule enters the sealing process. Once it is sealed, its Content cannot be edited, and no one, including you, can access it until the Opening Date of its Collection.

2.2. No right to cancel and no refunds on request. For this reason, as its own commercial policy, AenVault does not offer a right to cancel and does not grant refunds that you request on your own initiative, for example because you have changed your mind. This does not affect any statutory right that applies to you (Section 6).

2.3. At a glance. The table below summarises this policy. Sections 3 to 7 set out the details. In every case, applicable law that requires a refund prevails.

3. When a Refund Is Made

Subject to Section 7.2, a payment is refunded in the following cases.

3.1. Content not accepted after payment. A Capsule is sealed only when the payment has been confirmed and its Content has passed automated review. If your payment has been taken but your Capsule cannot be sealed because automated review has not found its Content acceptable, the Capsule is not sealed, it is removed, and the payment is refunded. We inform you at your primary email address. You may create a new Capsule with revised Content while a Writing Window is open.

3.2. Removal caused by an error made by AenVault. If your Capsule is removed in the Report process and the removal resulted from an error made by AenVault, the payment is refunded.

3.3. Payment dispute resolved in your favour. If a payment dispute is finally resolved in your favour, the payment is returned to you through the dispute process handled by Dodo Payments, as described in Section 7.3. AenVault does not issue a separate refund for the same payment.

3.4. Refund by Dodo Payments. Dodo Payments may refund a payment under its Buyer Terms or under a statutory right that applies to your purchase. Under its Buyer Terms, Dodo Payments decides on refund requests made to it. Such a refund is Dodo Payments' own process, carried out under its terms, and AenVault does not issue a separate refund for the same payment.

3.5. Refunds required by law. Where applicable law requires a refund, including where you validly exercise a statutory right of withdrawal (Section 6), the refund is made as that law requires.

4. When No Refund Is Made

Unless applicable law requires otherwise, no refund, whether full or partial, is made in the following cases.

4.1. Removal following a Report. No refund is made when a Capsule is permanently removed in the Report process, whatever the topic of the Report. This includes the removal of a Capsule following a claim that its Content infringes a right, where no response is submitted within the response period and one year has passed, where a court decides that the Content infringes the right, or where the Capsule Owner accepts the claim. The only exception is a removal that resulted from an error made by AenVault (Section 3.2).

4.2. Temporary hiding. A Capsule may be hidden while a Report about it is handled. Hiding does not change the fixed dates of the Collection, does not pause or extend the Display Period, and does not give rise to a refund or any other adjustment.

4.3. Deleting your own Capsule or account. No refund is made when you delete a Capsule yourself, or when you choose to delete your Capsules when you delete your account. A deletion takes place after a 14-day waiting period, during which you can cancel it. Cancelling a deletion keeps the Capsule as it is. The waiting period is not a refund period.

4.4. Legal Deletion Request. No refund is made when a Capsule is removed following a Legal Deletion Request.

4.5. Official orders and mandatory removal. No refund is made when a Capsule is removed under a lawful order from a competent court, prosecutor, law enforcement body or similar public authority, under another mandatory legal requirement, or after a human administrator has reviewed a notarised notice of rights ownership or copyright infringement and decided that removal is justified.

5. Removal of a Photograph Only

5.1. When only the photograph is removed. If a Report about personal information or a photo concerns the photograph in a Premium Capsule, and the age of the person shown cannot be determined or the person appears to be young, only the photograph is permanently removed. The message text is shown again.

5.2. No refund. No refund is made in this case, either in full or in part. This includes the difference between the price of a Premium Capsule and the price of a Classic Capsule.

5.3. Discount code. Instead, we inform you at your primary email address and give you a one-time code for 50% off the purchase of a Classic Capsule or a Premium Capsule. The code:

• is linked to your email address;
• can be used only once;
• is not transferable and has no cash value;
• has no expiry date, but can be used only while a Writing Window is open, because Capsules can be purchased only then; and
• is entered by you at checkout.

6. Your Statutory Rights

6.1. Rights that apply regardless of this policy. Some consumers have rights under applicable law that apply regardless of AenVault's refund policy. Examples are a right to withdraw from a distance contract within a set period, and remedies for digital content or digital services that do not conform to the contract. Whether such a right applies to you depends on the law that applies to your purchase, on whether you are acting as a consumer, and on the nature of the purchase.

6.2. How this policy relates to those rights. The refund provisions in this policy are AenVault's commercial policy. They apply in addition to your statutory rights and do not replace them. Nothing in this policy, in the Terms of Service or in the confirmations given at checkout excludes or limits a right that applies to you and cannot be waived by contract.

6.3. Right of withdrawal. Whether you have a right of withdrawal, and whether and under what conditions it can be lost or ended, is determined by the law applicable to your purchase. Where that law provides that the right is lost or ended once certain conditions are met, such as your prior express consent that performance begins and your acknowledgement of the consequence, AenVault treats the right as lost or ended only if, and to the extent that, those conditions are met under that law in your case. The information, consent requests and acknowledgements shown at checkout are presented for that purpose. They do not by themselves decide whether a right of withdrawal applies to you or has ended, and they do not remove a right that applicable law does not allow to be lost in that way.

6.4. How to exercise a right of withdrawal. If applicable law gives you a right of withdrawal, you exercise it by informing us of your decision to withdraw within the withdrawal period that applies to you under that law.

• Statement to AenVault. You can send us a clear statement of your decision to withdraw using the contact details on the Legal Notice page. To help us identify your purchase, include the email address of your account, the date and amount of the payment and, where available, the Dodo Payments transaction reference or the Capsule number.
• Dodo Payments' process. Where Dodo Payments offers its own process for withdrawal or refund requests, as described in its Buyer Terms or in your receipt, you can also use that process.

Any refund that results from a valid withdrawal is made as described in Section 8, or, where Dodo Payments carries it out, through Dodo Payments' own process (Section 3.4).

6.5. Digital content or services that do not conform. If you believe that the Service does not conform to the contract, you can contact us using the details on the Legal Notice page. Any remedy available to you under applicable law is not affected by this policy.

7. Payment Disputes (Chargebacks)

7.1. Your right to dispute a payment. Nothing in this policy limits your right to dispute a payment with your bank, card issuer or Dodo Payments under your agreement with them or under applicable law. If you have a problem with a payment, we encourage you to contact us first, using the details on the Legal Notice page. Dodo Payments' Buyer Terms also ask buyers to contact Dodo Payments before raising a payment dispute with their bank or card issuer.

7.2. While a dispute is pending. While a payment dispute is pending, the Capsule stays visible according to its stage in the Collection lifecycle, and AenVault does not issue a separate refund for that same payment. This also applies if, during that time, a case arises in which this policy provides for a refund of that payment.

7.3. If the dispute is resolved in your favour. If the dispute is finally resolved in your favour, the Capsule is permanently removed and cannot be restored, and its Capsule number is not assigned to any other Capsule. The payment is returned to you through the dispute process handled by Dodo Payments. AenVault does not issue a separate refund for the same payment.

7.4. No double refund. No refund is made twice for the same payment.

8. How Refunds Are Made

8.1. Method. Refunds are made through Dodo Payments to the original payment method.

8.2. Amount and currency. The refund is the amount you were charged, in the currency in which you were charged. AenVault does not deduct any currency conversion loss or transfer cost from it.

8.3. Charges by your bank. Charges that your bank or card issuer applies under your agreement with it, including currency conversion charges, are outside our control.

8.4. Timing. The time until the money appears in your account depends on Dodo Payments and on your bank or card issuer.

9. Separate Processes

A Report concerns the Content of a Capsule. A payment dispute (chargeback) is a dispute of a payment raised with Dodo Payments, your bank or your card issuer. A Legal Deletion Request is a request for the permanent deletion of a Capsule assessed under applicable data protection law and other mandatory legal requirements. The deletion of your own Capsule or account is your own decision. These are four different processes, and the outcome of one does not decide the outcome of another.

10. Contact

If you have a question about a payment, a refund or this policy, you can contact us using the details on the Legal Notice page. Questions about the payment transaction itself can also be raised with Dodo Payments under its Buyer Terms.