Withdrawal & Refunds.

One Session, being one Interview or one Company Analysis, supplied as a digital service in the sense of clause 8 of the Terms. Each new, independent Session requires a new €17 payment; continuing, resuming or re-reading a Session you have already paid for does not. The payment does not create a subscription, automatic renewal, recurring billing or any entitlement to further Sessions, in line with clause 7 of the Terms.

Performance normally begins immediately after payment is confirmed, because starting the Interview or the Company Analysis is what the purchase is for.

If you are a Consumer, you have a statutory right to withdraw from a distance contract within 14 days without giving a reason. Because a Session normally starts immediately, checkout obtains the declarations required by clause 9 of the Terms before payment: your declared capacity, your express request that performance begin immediately within the withdrawal period, and your acknowledgement that the right of withdrawal is lost once the Session has been fully performed. Those declarations are recorded with the document version, date and time, and confirmed to you on a durable medium.

• If performance has not begun, you may withdraw within 14 days and receive a full refund.
• If performance began at your express request but the Session is not yet fully performed, you may still withdraw and you owe only an amount proportionate to what has been supplied up to the moment you informed us.
• Once the Session has been fully performed following that express request and acknowledgement, the statutory right of withdrawal no longer applies. This is a consequence of the statutory exception, not of our costs: the fact that SALOA uses AI models or incurs computing cost never removes a statutory right.

To withdraw, send an unambiguous statement to studio@getsaloa.com within the 14-day period. You may use the model withdrawal form, but you are not required to. Refunds due on withdrawal are made without undue delay and in any event within 14 days of receiving your statement, using the same means of payment.

Business Users have no statutory cooling-off right under consumer law and therefore no right of withdrawal, as stated in clause 9 of the Terms. Nothing in this policy grants Business Users a consumer withdrawal right.

Withdrawal is a separate matter from conformity. If a Session does not conform to the contract, Consumers keep the statutory rights preserved by clauses 25, 30, 31 and 43 of the Terms: to have the service brought into conformity, to a proportionate price reduction, and to terminate the contract with a refund where the lack of conformity is not remedied within a reasonable time, cannot be remedied, or is serious.

These rights are mandatory. They are not limited, excluded, made conditional or shortened by this policy, by any liability cap, by the reasonable-efforts availability basis in clause 25, or by the absence of a voluntary commercial refund promise. Where any statement here would conflict with them, the statutory rule applies, in accordance with the order of precedence in clause 51 of the Terms.

A lack of conformity is a failure of the service against what was agreed and what you can reasonably expect of it. It is not the same as disagreeing with a strategic conclusion the analysis reached.

Independently of consumer status, a Session that was paid for and not provided is refunded. This applies where:

• the Session never became available, or could not be started or completed, because of a technical failure on our side or in the infrastructure we chose;
• the paid Session was terminated by us before performance, including on suspension or termination under clause 29 of the Terms, in which case the Session is either performed or refunded;
• a paid Session was consumed by the system without any Interview or Company Analysis being produced.

Where the failure is capable of being cured quickly, we may first offer to run the Session again. If you prefer a refund instead, or the Session still cannot be delivered, the €17 is returned. Consumers may in addition rely on the statutory remedies in clause 3 above.

• Duplicate charges for the same Session are refunded in full.
• A charge for a Session you never requested is refunded in full.
• A charge you did not authorise is refunded in full once identified, and you keep any rights you have against your bank or card issuer, including chargeback rights.

Report these to studio@getsaloa.com with the order reference. Payment is processed by our payment provider; card data never reaches SALOA.

Beyond the statutory rights in clauses 2 and 3 and the cases in clauses 4 and 5, SALOA does not currently operate a discretionary money-back promise. There is no no-questions-asked window in which a performed Session can be returned, and a refund is not available merely because you disliked the strategic conclusion, expected a different business result, or did not obtain the commercial outcome you hoped for. As stated in the Terms, no business outcome is guaranteed and the Output must be verified before it is relied on.

Whether the Operator wishes to introduce a voluntary goodwill policy, and on what terms and limits, is a commercial decision: the operator must decide whether any voluntary refund commitment is offered; until it is published here, none is claimed. Any goodwill refund granted in an individual case is made without obligation, does not create a precedent, and is never a substitute for a statutory right.

Email studio@getsaloa.com with your order reference, the email address used at checkout, and a short description of what happened. State whether you are withdrawing, claiming a lack of conformity, or reporting a failed, duplicate or unauthorised charge, so the request is handled on the correct basis. You receive a reply within a reasonable time, normally two business days, and in any event within the period consumer law requires.

Approved refunds are returned through the payment provider to the original means of payment, in euro, with no fee deducted. The time it takes to appear on your statement depends on your bank or card issuer, typically five to ten business days.

If you disagree with a decision, say so in reply and it will be reviewed. Consumers keep the right to contact the consumer protection authorities of their own country and to use the courts available to them under the Terms & Conditions, as described in clause 44 of those Terms.

This form is provided so that it is available to you. You do not have to use it: any unambiguous statement that you withdraw, sent to the address below within the withdrawal period, is sufficient. Completing this form does not create a refund right beyond the statutory right described in clause 2, and it is not a request under the other clauses of this policy.