Overview
At PlannerMatch, we are committed to providing high-quality services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions for refunds on our paid services and products available in Germany.
Free Services
Our basic planner assessment quiz and recommendations are provided free of charge. As these are complimentary services, refunds do not apply to free features.
Paid Services and Products
For any paid services, digital products, or premium features offered by PlannerMatch, the following refund terms apply:
Eligibility for Refunds
You may be eligible for a refund if:
- The service or product does not match the description provided
- You experience technical issues that prevent access to the purchased service
- You request a refund within 14 days of purchase (in accordance with EU consumer protection laws)
- The service has not been substantially used or downloaded
Non-Refundable Items
The following items are not eligible for refunds:
- Services that have been fully delivered or completed
- Digital products that have been downloaded or accessed in full
- Personalized consultation services that have been provided
- Sale items or promotional offers marked as non-refundable
EU Right of Withdrawal
In accordance with EU consumer protection regulations, customers in Germany have the right to withdraw from a purchase within 14 days without giving any reason. This right applies to:
- Services that have not yet been fully performed
- Digital content that has not been downloaded or accessed
To exercise your right of withdrawal, you must inform us of your decision by a clear statement before the 14-day period expires.
How to Request a Refund
To request a refund, please follow these steps:
- Contact our customer support team at refunds@plannermatch.com
- Include your order number or transaction details
- Provide a brief explanation of your refund request
- Submit your request within the eligible timeframe
Refund Processing
Once we receive your refund request:
- We will review your request within 3-5 business days
- You will receive an email confirmation of approval or denial
- Approved refunds will be processed to your original payment method
- Refunds typically appear in your account within 5-10 business days
Partial Refunds
In certain situations, partial refunds may be granted:
- When only part of a service bundle has been used
- For subscription services canceled mid-cycle (prorated refund)
- When technical issues affected only a portion of the service
Subscription Cancellations
For recurring subscription services:
- You may cancel your subscription at any time
- Cancellation takes effect at the end of the current billing period
- No refunds are provided for partial months unless otherwise stated
- Access to premium features continues until the end of the paid period
Disputes and Chargebacks
We encourage customers to contact us directly before initiating a chargeback. Chargebacks may result in:
- Suspension of account access
- Additional fees to cover processing costs
- Permanent ban from using our services
Exceptions and Special Circumstances
PlannerMatch reserves the right to make exceptions to this policy on a case-by-case basis. Special circumstances may include:
- Extended service outages beyond our control
- Documented hardship cases
- Errors in billing or pricing
Changes to This Policy
We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.
Contact Us
If you have questions about our Refund Policy or need assistance with a refund request, please contact us:
Email: refunds@plannermatch.com
Customer Support: support@plannermatch.com
Address: PlannerMatch, Berlin, Germany