Refund Policy

This document states in one place when, how and how quickly we refund money. It supplements the Terms and Conditions, the Withdrawal from the Contract and the Complaints Procedure; it does not limit the statutory rights of the consumer (§ 54(1) of the Civil Code (Act No. 40/1964 Coll.)).

1. Overview: when we refund money

2. Withdrawal from the contract

2.1 The consumer may withdraw within 14 days of the conclusion of the contract (Withdrawal from the Contract). Where the declarations and the consent have been validly given and the confirmation has been delivered, the right ends upon full provision of the service: for Expert when the joint report is complete, for the AI audit when the audit is complete and made available in the dashboard.

2.2 If the consumer withdraws before the service has been fully provided, we refund the price less the proportionate price for the performance actually provided up to the time the notice was delivered (point 4). In case of doubt we decide in favour of the consumer.

2.3 If the consumer did not give the declaration and consent, or we did not send the confirmation, the right of withdrawal continues and we refund the full price without any deduction for performance already provided (§ 22(4)(a)); if we did not provide the information notice, the right lasts up to 12 months and 14 days (§ 20(3)).

3. Non-delivery of the audit (failure): automatic refund

3.1 AI audit. If the audit is not completed, the system first tries again (up to 3 automatic attempts); after that the buyer may restart the audit free of charge themselves (at most 3 times). If no run of the audit has finished successfully 7 days after payment, we refund the full amount automatically through Stripe to the card you paid with. This applies however many attempts or restarts you still have left. You do not have to ask for it; we inform you of the refund by e-mail.

3.2 Expert. If none of the selected pages is processed, we refund the full amount; if only some are not, point 4 applies.

3.3 Reasons beyond our control. If, after payment, the website turns out to be inaccessible to the scanner (robots.txt disallows FukamoBot, a firewall, an outage of the website's server, a login requirement), this is not a defect on our part, but we have not delivered the performance; we refund the price for the pages not processed (point 4), or the full price if none was processed. We refuse a paid audit of a website that disallows the scanner at the time of the order before payment is taken.

4. Partial refund (proportionate)

4.1 Expert: the price is for up to 10 pages (€4.99, i.e. €0.499 including VAT per page). For each selected page that we did not process we refund €0.499. The amount is rounded to whole cents in favour of the buyer.

4.2 AI audit: the price (€29) is divided according to the chapters completed: a chapter is the output of one of the eight agents. For each chapter not completed we refund a proportionate part of the price. In case of doubt whether a chapter is complete, we decide in favour of the consumer.

4.3 A partial refund does not cancel access to what has been processed (technically: access ends only upon a full refund or a disputed payment). The refunded amount does not reduce the number of permitted repeated checks.

5. Full refund, dispute and its effect on access

5.1 Upon a full refund of the price, access to the audit is cancelled: the Expert link stops working; for the AI audit the report is removed from the account of the buyer and of the invited persons, sharing is switched off and invitations are cancelled. The report files are not destroyed immediately (they are retained for the handling of disputes and as evidence of performance in accordance with the Privacy Notice), but nobody has access to them.

5.2 Upon a partial refund access remains (point 4.3).

5.3 Dispute with the bank (chargeback). Please contact us (support@fukamo.com) before a dispute: a refund is quicker than a dispute. When a dispute is opened we cancel access in the same way as upon a full refund; if the dispute ends in favour of the seller, access is not restored automatically.

6. How and when we refund money

6.1 In the same way as you paid: to the same card through Stripe, without additional fees (you pay by card only, point 5.2 of the Terms and Conditions).

6.2 Time limits:

• withdrawal from the contract: no later than within 14 days of the day on which the notice of withdrawal was delivered to us (§ 22(1); § 852m(1));
• price reduction: within 14 days of the exercise of the right to a reduction (§ 852l(3));
• non-delivery of the audit (point 3): automatically 7 days after payment if no run has finished successfully (our voluntarily shorter time limit).

Crediting to the card depends on your bank; it usually takes several working days.

6.3 Currency. We refund the payment in the same currency and amount as you paid. A difference in exchange rate, if your bank charges one on the original payment or on the refund, arises with your bank.

6.4 VAT. The refunded amount includes the proportionate part of VAT.

7. What we do not refund

7.1 If the consumer gave a valid declaration and consent, received the confirmation, and the service was fully provided, the right of withdrawal has ended and we do not refund money on the ground of withdrawal. The statutory rights arising from defective performance are not affected by this.

7.2 We do not refund the price on the ground that the buyer:

• disagrees with the assessment or recommendation, where it corresponds to the evidence;
• did not achieve a particular ranking, traffic or citations in AI after implementing the recommendations (Terms and Conditions, point 3);
• entered a different website than intended, if the service has already started to be provided. If you entered the website by mistake and the service has not yet started (before the check is launched), we cancel the order and refund the full price; write to us immediately.

7.3 To businesses we refund money for non-delivery of performance (point 3), for accepted defects (Complaints Procedure) and for an erroneous payment (point 1). They have no statutory right of withdrawal (Terms and Conditions, point 7.2).

8. How to request a refund

If an audit fails you do not have to do anything (point 3). Otherwise write to support@fukamo.com from the e-mail address used for the order: state the website, the date of payment and the reason. For withdrawal you may use the "Withdraw from the contract here" function (Withdrawal from the Contract, point 4). We confirm receipt without undue delay and tell you how we are handling the matter.

9. Disputes

If we do not agree, the consumer may turn to the Slovak Trade Inspection or another alternative dispute resolution body (Terms and Conditions, point 16). A dispute with the bank is a separate route; we recommend contacting us first.