ELVOAQ Refund Policy
Effective Date: July 1, 2026
Last Updated: July 1, 2026
Operator: Lukas Rajnic, trading as ELVOAQ
Legal Form: Sole trader, a natural person conducting business under the law of the Slovak Republic
Country of Establishment: Slovak Republic
VAT Number: Not registered for VAT (no VAT identification number exists)
Legal Contact: [email protected]
Billing Contact: [email protected]
Privacy Contact: [email protected]
Support Contact: [email protected]
Website: www.elvoaq.com
1. Introduction
This Refund Policy explains the rules, conditions, limitations, procedures, and exceptions that apply to refunds, cancellations, subscription renewals, trial conversions, billing disputes, failed payments, overcharges, duplicate charges, account closures, unused subscription periods, and payment-related requests connected with ELVOAQ.
ELVOAQ is a brand operated by Lukas Rajnic, a natural person conducting business as a sole trader established in the Slovak Republic. The operator is not registered for value added tax and has no VAT identification number.
ELVOAQ is a privacy-first digital platform for managing valuable assets, proof documents, private records, ownership information, sensitive information, controlled sharing, and secure workflows.
This Refund Policy applies to:
1. personal users;
2. business users;
3. organizational users;
4. companies;
5. family offices;
6. foundations;
7. trusts;
8. associations;
9. administrators;
10. invited users;
11. subscribers;
12. trial users;
13. demo users;
14. customers purchasing yearly plans;
15. customers purchasing business or organization plans;
16. any other person or legal entity purchasing or using paid ELVOAQ services.
This Refund Policy forms part of the legal framework between you and ELVOAQ and should be read together with the ELVOAQ Terms of Use, Privacy Policy, Cookie Policy, subscription terms, order forms, invoices, checkout terms, and any written agreement between you and ELVOAQ.
2. Important Billing Notice
Please read this Refund Policy carefully before purchasing a subscription, starting a trial, using a demo, upgrading a plan, adding users, increasing storage, or purchasing any ELVOAQ service.
By purchasing a subscription, selecting a yearly plan, starting a paid plan, upgrading an account, continuing after a trial, paying an invoice, or otherwise purchasing any ELVOAQ product or service, you acknowledge that you have read, understood, and agreed to this Refund Policy.
Unless expressly stated otherwise in this Refund Policy, shown at checkout, required by mandatory applicable law, or agreed in writing by ELVOAQ, payments made to ELVOAQ are not automatically refundable simply because:
1. you changed your mind;
2. you stopped using the Platform;
3. you forgot to cancel;
4. you no longer need the service;
5. you selected the wrong plan;
6. you failed to use available features;
7. you did not upload data;
8. you did not invite users;
9. you did not log in;
10. your business needs changed;
11. you expected a feature that was not expressly promised;
12. you misunderstood the subscription terms;
13. you failed to read the Terms of Use;
14. you failed to read this Refund Policy;
15. your internal approval changed;
16. your payment card was charged after renewal because cancellation was not completed in time.
This does not limit mandatory consumer rights that cannot be excluded under applicable law.
3. Relationship With Other Legal Documents
This Refund Policy is part of the ELVOAQ legal framework.
It should be read together with:
1. the ELVOAQ Terms of Use;
2. the ELVOAQ Privacy Policy;
3. the ELVOAQ Cookie Policy;
4. the applicable checkout page;
5. the applicable invoice;
6. the applicable order form;
7. any subscription confirmation;
8. any trial notice;
9. any written agreement signed by ELVOAQ;
10. any mandatory consumer rights that may apply.
If there is a conflict between this Refund Policy and an individually signed written agreement with ELVOAQ, the individually signed written agreement controls to the extent of the conflict.
If there is a conflict between this Refund Policy and mandatory consumer protection law, mandatory law controls only to the extent required.
If there is a conflict between this Refund Policy and general marketing language on the website, this Refund Policy controls unless the marketing language expressly provides a more favorable refund right and is legally binding.
4. Definitions
For this Refund Policy:
“ELVOAQ,” “we,” “us,” or “our” means Lukas Rajnic, a sole trader established in the Slovak Republic, trading as ELVOAQ.
“Platform” means the ELVOAQ website, application, dashboard, digital vault, asset management tools, document management tools, proof document tools, controlled sharing features, account systems, subscription services, trial access, demo environments, AI-assisted features, customer support, and related services.
“User,” “you,” or “your” means any person or entity that purchases, accesses, subscribes to, or uses ELVOAQ.
“Subscription” means a paid plan, yearly plan, recurring access right, business plan, organization plan, workspace plan, user-seat plan, storage plan, add-on, or other paid service package purchased from ELVOAQ.
“Billing Period” means the subscription period for which you are charged, such as a yearly billing period or another period shown at checkout or in an order form.
“Yearly Plan” means a subscription plan billed annually or primarily on a yearly basis.
“Trial” means temporary, free, discounted, limited, promotional, or evaluation access to ELVOAQ.
“Demo” means a demonstration environment, preview, sample account, showcase, interactive preview, or limited evaluation version of ELVOAQ.
“Refund” means a return of money previously paid to ELVOAQ or its payment provider.
“Credit” means an account credit, service credit, discount, billing adjustment, or similar non-cash adjustment.
“Renewal” means the automatic or manual continuation of a subscription for a new billing period.
“Chargeback” means a payment dispute initiated through a card issuer, bank, payment provider, or financial institution.
5. General Refund Principle
ELVOAQ provides digital services, software access, account infrastructure, secure platform availability, user access, storage, technical systems, document management tools, controlled sharing features, support infrastructure, and related digital functionality.
Because ELVOAQ provides digital access and service availability, not physical goods, refund rules differ from ordinary retail product returns.
Unless otherwise stated, payments are charged for access to the Platform during the applicable billing period, not for the amount of time you personally choose to use the Platform.
Once access has been provided, server resources have been allocated, account infrastructure has been activated, or a billing period has started, fees are generally non-refundable except where:
1. this Refund Policy expressly provides a refund;
2. ELVOAQ approves a refund at its discretion;
3. mandatory applicable law requires a refund;
4. an individually signed written agreement provides a refund;
5. a billing error occurred;
6. a duplicate charge occurred;
7. a payment was made without authorization and verified as such;
8. ELVOAQ materially failed to provide the paid service and no reasonable remedy is available.
This policy is designed to be fair, clear, and protective of both users and ELVOAQ.
6. Slovak Law Position on Refunds and Withdrawal
ELVOAQ is operated from the Slovak Republic.
Under Slovak and EU consumer law, a consumer generally has a statutory right to withdraw from a distance contract within 14 days, subject to the exceptions provided by law, including the exception for digital content and digital services where performance has begun with the consumer’s express consent and acknowledgment of the loss of the withdrawal right.
Therefore, outside the scope of mandatory consumer rights, and in particular for business users, refunds are primarily governed by:
1. this Refund Policy;
2. the Terms of Use;
3. the applicable checkout terms;
4. the applicable order form;
5. any written agreement with ELVOAQ;
6. mandatory Slovak and EU law where applicable.
This does not affect any rights that cannot be excluded by mandatory law.
7. EU/EEA/UK and Other Mandatory Consumer Rights
Some users may have mandatory consumer rights under the laws of their country of residence.
For example, EU/EEA consumer protection rules may provide a 14-day withdrawal right for certain distance contracts, subject to exceptions, including exceptions for digital content or digital services where performance has begun with the consumer’s consent and acknowledgment of loss of withdrawal rights, depending on the legal situation and service type.
If mandatory consumer law gives you a non-excludable refund, cancellation, withdrawal, or other right, nothing in this Refund Policy is intended to remove that right.
Where mandatory law applies, ELVOAQ may require reasonable information to verify:
1. your identity;
2. your account;
3. your country of residence;
4. your consumer status;
5. the purchase date;
6. the applicable subscription;
7. whether the service has been used;
8. whether the legal exception applies;
9. whether the request was submitted within the required period.
For business customers, companies, organizations, professional users, and entities purchasing ELVOAQ for commercial purposes, consumer withdrawal rights generally may not apply.
8. Personal Users, Business Users, and Organizational Users
ELVOAQ may be used by both consumers and professional users.
Refund rights may differ depending on whether you use ELVOAQ as:
1. a private individual consumer;
2. a sole proprietor;
3. a company;
4. an organization;
5. a foundation;
6. a trust;
7. a family office;
8. a public body;
9. an institution;
10. a business administrator;
11. a professional user.
If you purchase ELVOAQ for business, commercial, professional, organizational, institutional, or work-related purposes, you may be treated as a business customer.
Business and organizational customers are generally expected to review the plan, pricing, features, terms, and internal requirements before purchase.
Unless mandatory law or a written agreement states otherwise, business and organizational subscriptions are non-refundable once purchased or renewed.
9. Yearly Subscriptions
ELVOAQ subscriptions are mostly available on a yearly basis.
By purchasing a yearly plan, you agree that:
1. the subscription runs for the full yearly billing period;
2. the yearly fee is charged in advance;
3. access is provided for the billing period purchased;
4. the full yearly price may be due even if you stop using the Platform before the end of the year;
5. cancellation generally prevents future renewal but does not automatically refund the current billing period;
6. partial refunds are not automatic;
7. unused time is not automatically refundable;
8. deleting your account does not automatically create a refund right;
9. failure to use the Platform does not automatically create a refund right;
10. failure to cancel before renewal does not automatically create a refund right.
This structure allows ELVOAQ to provide secure infrastructure, account systems, storage resources, technical maintenance, payment systems, support infrastructure, platform development, and operational continuity.
10. Subscription Renewals
If your subscription is set to renew automatically, renewal terms will be shown at checkout, in account settings, in billing communications, or in subscription confirmations where applicable.
You are responsible for cancelling your subscription before the renewal date if you do not wish to continue.
Unless otherwise required by law or expressly stated, renewal charges are generally non-refundable once processed.
ELVOAQ may, at its discretion, review refund requests for recent renewals where:
1. the request is submitted promptly after renewal;
2. the renewed subscription has not been meaningfully used;
3. no data export, upload, sharing, or business-critical use occurred after renewal;
4. no abuse or repeated refund behavior is present;
5. refund is technically possible through the payment provider;
6. no contrary contractual term applies.
ELVOAQ is not required to provide renewal refunds unless required by mandatory applicable law or expressly agreed in writing.
11. Cancellation
You may cancel your subscription according to the cancellation method available in your account, through the payment provider, or by contacting ELVOAQ support where self-service cancellation is not available.
Cancellation generally means:
1. your subscription will not renew for the next billing period;
2. you may retain access until the end of the paid billing period, unless otherwise stated;
3. your current billing period is not automatically refunded;
4. your data may remain available until account closure, deletion, or expiry according to the Terms and Privacy Policy;
5. you remain responsible for exporting data before access ends;
6. add-ons and workspace access may also end according to the plan terms.
Cancellation does not automatically delete your account or Customer Data unless you request deletion or the Platform provides such functionality.
Account deletion and data deletion are governed by the Privacy Policy and Terms of Use.
12. Trials
ELVOAQ may offer free, discounted, limited, promotional, or evaluation trials.
Trial terms may vary.
Trial access may be subject to:
1. time limits;
2. feature limits;
3. storage limits;
4. user limits;
5. sharing limits;
6. support limits;
7. demo restrictions;
8. usage restrictions;
9. automatic conversion to a paid plan where clearly disclosed;
10. separate trial notices.
If a trial automatically converts into a paid subscription, the conversion terms should be shown at signup or checkout.
You are responsible for cancelling before the trial ends if you do not wish to continue, where automatic conversion applies.
If you are charged after a trial because you did not cancel in time, refunds are not automatic unless required by mandatory law or expressly stated in the trial terms.
ELVOAQ may, at its discretion, review refund requests for trial conversion charges where the request is prompt, the paid service has not been meaningfully used, and the request is not abusive.
13. Demos and Interactive Previews
ELVOAQ may offer demos, interactive previews, sample environments, showcase versions, limited-access previews, or evaluation access.
Demos are provided for informational and evaluation purposes only.
Demo functionality may not represent the full production Platform.
Demos may include partial features, simulated data, limited workflows, restricted availability, or incomplete functionality.
Because demos are generally free or evaluative, they do not create refund rights unless a specific paid demo package states otherwise.
If you purchase ELVOAQ after using a demo, you are responsible for reviewing the plan, features, pricing, and subscription terms before purchase.
Dissatisfaction based on differences between a demo and the full platform does not automatically create a refund right, unless the demo materially misrepresented the paid service in a legally relevant way.
14. Refunds for First-Time Purchases
ELVOAQ may offer discretionary refunds for first-time purchases in limited circumstances.
A first-time purchase refund request may be considered if:
1. the request is submitted within a short reasonable period after purchase;
2. the account has not been meaningfully used;
3. no significant data has been uploaded;
4. no major document processing occurred;
5. no controlled sharing was used;
6. no business workspace was configured extensively;
7. no substantial support was consumed;
8. no abuse is suspected;
9. the payment provider allows the refund;
10. the request is not excluded by a specific plan term.
ELVOAQ is not obligated to provide first-time purchase refunds unless required by mandatory law or expressly stated at checkout.
If ELVOAQ chooses to provide a refund as a goodwill gesture, this does not create a future obligation to provide similar refunds.
15. Refunds for Duplicate Charges
If you believe you were charged twice for the same subscription, same billing period, same account, or same transaction, contact [email protected] promptly.
ELVOAQ will review duplicate charge claims and may request:
1. account email;
2. invoice numbers;
3. transaction IDs;
4. payment provider receipts;
5. date of charges;
6. amount charged;
7. card or payment method last four digits, where applicable;
8. screenshots of payment confirmation, if necessary.
Verified duplicate charges will generally be refunded, credited, or corrected unless the charges relate to separate accounts, separate workspaces, separate plans, separate users, separate add-ons, or separate billing periods.
16. Refunds for Billing Errors
If ELVOAQ or a payment provider makes a billing error, ELVOAQ will review the issue and take appropriate corrective action.
Billing errors may include:
1. incorrect amount charged;
2. incorrect plan charged;
3. duplicate charge;
4. tax calculation error;
5. incorrect renewal charge;
6. payment taken after confirmed cancellation;
7. incorrect currency conversion caused by ELVOAQ configuration;
8. invoice mismatch.
If a billing error is confirmed, ELVOAQ may provide:
1. refund;
2. partial refund;
3. credit;
4. corrected invoice;
5. billing adjustment;
6. account correction.
Refunds are not guaranteed where the issue results from user error, bank charges, currency conversion by the card issuer, foreign transaction fees, exchange rate changes, or payment provider rules outside ELVOAQ’s control.
17. Unauthorized Payments
If you believe a payment was unauthorized, contact [email protected] immediately.
You should also contact your bank or payment provider if your payment method was compromised.
ELVOAQ may investigate unauthorized payment claims and may request:
1. account email;
2. transaction details;
3. payment receipt;
4. invoice number;
5. explanation of the issue;
6. identity verification;
7. confirmation from payment provider where necessary.
ELVOAQ may suspend the related account during investigation to protect users and prevent further misuse.
If a payment is verified as unauthorized, ELVOAQ may refund the payment, reverse the charge, close the account, restrict access, or take other appropriate action.
False unauthorized payment claims may result in account termination and legal action.
18. Refunds for Technical Issues
ELVOAQ aims to provide a reliable and secure platform. However, no digital service is uninterrupted, error-free, or immune from technical problems.
A technical issue does not automatically create a refund right.
ELVOAQ may consider refunds or credits for technical issues where:
1. the issue materially prevented access to paid core functionality;
2. the issue was caused by ELVOAQ;
3. the issue was not caused by user error, device issues, browser issues, network problems, third-party services, incorrect settings, unsupported systems, or misuse;
4. the issue lasted for a substantial period;
5. ELVOAQ was given a reasonable opportunity to investigate and resolve the issue;
6. no reasonable workaround was available;
7. the request is submitted promptly.
ELVOAQ may offer one of the following remedies at its discretion:
1. technical support;
2. bug fix;
3. workaround;
4. service extension;
5. account credit;
6. partial refund;
7. full refund in exceptional cases.
Temporary downtime, maintenance, minor bugs, cosmetic issues, unsupported browser behavior, third-party outages, or user-side configuration problems do not automatically create refund rights.
19. Refunds for Missing Features or Feature Changes
ELVOAQ may modify, improve, remove, replace, redesign, restrict, or discontinue features over time.
A refund is not automatically available because:
1. a feature changed;
2. a feature was redesigned;
3. a feature was renamed;
4. a feature was removed;
5. a feature was replaced;
6. an interface changed;
7. a roadmap feature was delayed;
8. a beta feature was discontinued;
9. a demo feature differs from production;
10. a feature was not available on your selected plan.
Refunds may be considered only where ELVOAQ expressly promised a specific material feature as part of your paid plan and that feature was not provided or was removed in a way that materially affects the purchased service, subject to the Terms and applicable law.
Marketing descriptions, future plans, roadmap statements, previews, beta functions, demos, or general platform positioning do not create a refund right unless expressly incorporated into your paid subscription terms.
20. Refunds for AI-Assisted Features
ELVOAQ may provide AI-assisted, automated, scanning, classification, categorization, document assistance, or workflow support features.
AI-assisted features are provided for organizational and informational support only.
AI outputs may be inaccurate, incomplete, unsuitable, or unreliable.
Refunds are not automatically available because:
1. an AI suggestion was incorrect;
2. an AI classification was incomplete;
3. an AI output required manual correction;
4. AI functionality was limited;
5. AI did not produce the expected result;
6. AI features were temporarily unavailable;
7. AI features were changed or restricted;
8. AI features were removed from a demo or preview;
9. AI features did not replace human review.
If a paid plan specifically includes AI functionality and ELVOAQ materially fails to provide that paid AI functionality for a substantial period, ELVOAQ may consider a credit, service extension, workaround, partial refund, or other remedy.
ELVOAQ does not refund decisions, transactions, losses, or business outcomes based on reliance on AI-assisted outputs.
21. Refunds for User Error
Refunds are generally not provided for user error.
User error may include:
1. purchasing the wrong plan;
2. using the wrong account;
3. failing to cancel before renewal;
4. forgetting about a subscription;
5. failing to read plan details;
6. failing to read the Terms;
7. failing to read this Refund Policy;
8. uploading the wrong data;
9. deleting data by mistake;
10. inviting the wrong user;
11. sharing with the wrong recipient;
12. entering incorrect billing information;
13. misunderstanding feature availability;
14. using unsupported browsers or devices;
15. failing to export data before cancellation;
16. failing to maintain backups;
17. failing to secure login credentials;
18. failing to manage internal workspace permissions.
ELVOAQ may still review user-error refund requests case by case as a goodwill matter, but is not obligated to approve them.
22. Refunds for Account Deletion
Deleting your account does not automatically entitle you to a refund.
If you delete your account during a paid billing period:
1. your access may end;
2. your data may be deleted or scheduled for deletion according to the Privacy Policy;
3. your subscription may remain non-refundable;
4. you remain responsible for payments already incurred;
5. future renewals should be cancelled where applicable;
6. you are responsible for exporting data before deletion.
If account deletion occurs because ELVOAQ terminates your account for violation of the Terms of Use, no refund will be provided unless mandatory law requires otherwise.
23. Refunds for Account Suspension or Termination
ELVOAQ may suspend, restrict, or terminate accounts under the Terms of Use.
No refund will be provided if suspension or termination results from:
1. violation of the Terms of Use;
2. unauthorized copying;
3. scraping;
4. reverse engineering;
5. competitive misuse;
6. payment fraud;
7. chargeback abuse;
8. unlawful activity;
9. intellectual property infringement;
10. privacy violations;
11. security abuse;
12. account misuse;
13. unauthorized access;
14. uploading illegal content;
15. misuse of shared links;
16. sanctions or restricted-use violations.
ELVOAQ may retain amounts already paid to compensate for provided access, administrative costs, legal risk, investigation time, platform misuse, and damages, subject to applicable law.
24. Refunds for Business and Organization Accounts
Business, company, organization, team, family office, foundation, trust, association, institutional, and professional subscriptions are generally non-refundable once purchased or renewed.
This applies especially where:
1. a workspace has been created;
2. administrators have been assigned;
3. users have been invited;
4. documents have been uploaded;
5. asset records have been created;
6. sharing features have been used;
7. support has been consumed;
8. custom configuration has started;
9. invoices have been issued;
10. account access has been provided;
11. storage or infrastructure resources have been allocated;
12. onboarding has occurred.
Business customers are expected to review commercial terms, technical requirements, internal approvals, budget, features, legal documents, and platform suitability before purchase.
Refunds for business accounts may be considered only where required by mandatory law, expressly agreed in writing, or approved by ELVOAQ at its sole discretion.
25. Refunds for Add-Ons, Extra Users, Storage, and Upgrades
ELVOAQ may offer paid add-ons, additional users, extra storage, business features, AI-related options, support packages, sharing limits, or other upgrade features.
Unless otherwise stated, add-ons and upgrades are non-refundable once activated.
Refunds are generally not available because:
1. additional users were not used;
2. extra storage was not fully used;
3. a user was removed after purchase;
4. an upgrade was selected by mistake;
5. the business changed its mind;
6. internal approval changed;
7. a feature was not used;
8. an administrator failed to configure the workspace;
9. the add-on was used only briefly.
If an add-on was purchased accidentally and not used, ELVOAQ may review the request at its discretion if submitted promptly.
26. Partial Refunds
Partial refunds are not automatic.
ELVOAQ may consider partial refunds where:
1. a billing error occurred;
2. ELVOAQ approved a goodwill adjustment;
3. a material service issue affected part of the billing period;
4. mandatory law requires a partial refund;
5. a written agreement provides one;
6. a plan downgrade creates a credit mechanism;
7. duplicate billing occurred.
Partial refunds may be calculated based on:
1. unused time;
2. actual usage;
3. account activity;
4. administrative costs;
5. payment provider fees;
6. applicable tax rules;
7. support consumed;
8. storage used;
9. platform resources allocated;
10. applicable legal obligations.
ELVOAQ is not required to prorate refunds unless required by law or expressly stated.
27. Service Credits
Instead of a monetary refund, ELVOAQ may offer a service credit.
Service credits may be provided for:
1. minor service disruption;
2. technical inconvenience;
3. billing adjustment;
4. goodwill resolution;
5. partial plan issue;
6. renewal adjustment;
7. customer satisfaction matter.
Service credits:
1. have no cash value unless stated;
2. may apply only to future ELVOAQ services;
3. may expire;
4. may not be transferable;
5. may not be refundable;
6. may be subject to additional conditions;
7. may be revoked if fraud or abuse is discovered.
Offering a service credit does not mean ELVOAQ admits fault or liability.
28. Downgrades
If ELVOAQ allows plan downgrades, the effect of a downgrade may depend on the subscription terms.
Unless otherwise stated:
1. downgrade may take effect at the next renewal;
2. no immediate refund is provided for the current billing period;
3. storage limits may change;
4. features may become unavailable;
5. user limits may decrease;
6. controlled sharing features may change;
7. AI-assisted features may change;
8. business features may be restricted;
9. users are responsible for exporting or deleting data before limits change.
ELVOAQ may offer credits or adjustments for downgrades at its discretion, but is not obligated to do so unless required by law or written agreement.
29. Upgrades
If you upgrade your plan, ELVOAQ may charge the difference, prorated amount, full new plan fee, or other amount shown at checkout.
Upgrade charges are generally non-refundable once the upgrade is activated.
If an upgrade was purchased accidentally and not used, ELVOAQ may consider a refund or credit if the request is submitted promptly and technically possible.
30. Taxes and Payment Fees
Prices may include or exclude taxes depending on the checkout display, user location, business status, and applicable law.
The operator is not registered for value added tax, so no VAT is charged, shown on invoices, or reclaimable; other taxes may apply where required by law.
Refunds may be affected by:
1. applicable tax rules;
2. tax reporting obligations;
3. payment provider rules;
4. bank fees;
5. card network fees;
6. currency conversion;
7. foreign transaction fees;
8. withholding obligations;
9. invoice correction rules.
ELVOAQ is not responsible for bank fees, card issuer fees, foreign transaction fees, currency conversion charges, payment provider charges, or taxes imposed by third parties unless caused by a verified ELVOAQ billing error.
If a refund is issued, taxes may be refunded only to the extent required or technically possible under applicable law and payment systems.
31. Currency and Exchange Rates
ELVOAQ may offer pricing in one or more currencies.
If you pay in a currency different from your payment method currency, your bank, card issuer, or payment provider may apply conversion rates and fees.
ELVOAQ is not responsible for:
1. exchange rate changes;
2. bank conversion fees;
3. card issuer fees;
4. international transaction fees;
5. payment provider exchange rates;
6. differences between purchase and refund exchange rates.
If a refund is issued, the refunded amount may differ from the original amount received in your local currency because of exchange rate changes or third-party fees.
32. Payment Provider Limitations
ELVOAQ may use multiple payment providers.
Refunds may be limited by payment provider rules, including:
1. refund time limits;
2. unsupported payment methods;
3. expired cards;
4. closed accounts;
5. chargeback status;
6. fraud flags;
7. tax handling;
8. currency restrictions;
9. settlement status;
10. compliance reviews.
If a refund cannot be processed through the original payment method, ELVOAQ may attempt an alternative method where lawful, feasible, and appropriate.
ELVOAQ may require identity verification before issuing alternative refunds.
33. Chargebacks and Payment Disputes
If you believe there is a billing issue, contact ELVOAQ first at [email protected].
Chargebacks should not be used as a substitute for cancellation, refund requests, or support communication.
If you initiate a chargeback or payment dispute:
1. ELVOAQ may suspend your account;
2. ELVOAQ may restrict access to paid features;
3. ELVOAQ may preserve account data and logs;
4. ELVOAQ may submit evidence to the payment provider;
5. ELVOAQ may terminate your account if abuse is detected;
6. ELVOAQ may recover costs where permitted;
7. ELVOAQ may refuse future service;
8. ELVOAQ may require payment of outstanding amounts.
Fraudulent or abusive chargebacks may result in account termination and legal action.
If a chargeback is resolved in ELVOAQ’s favor, you remain responsible for the charged amount and any related fees where legally recoverable.
34. Refund Request Procedure
To request a refund, contact:
Your request should include:
1. full name;
2. account email;
3. company or organization name, if applicable;
4. invoice number;
5. transaction ID;
6. payment date;
7. subscription plan;
8. reason for refund request;
9. relevant screenshots or receipts;
10. whether the account was used after purchase or renewal;
11. whether you are requesting cancellation, refund, credit, or billing correction.
ELVOAQ may request additional information to verify your identity, account ownership, payment status, billing details, or legal eligibility.
Incomplete requests may delay processing.
Submitting a refund request does not guarantee approval.
35. Refund Review Process
ELVOAQ may consider the following when reviewing refund requests:
1. applicable law;
2. subscription type;
3. user type;
4. purchase date;
5. renewal date;
6. trial status;
7. account activity;
8. data uploaded;
9. documents processed;
10. controlled sharing used;
11. number of users invited;
12. support consumed;
13. storage used;
14. whether the request is prompt;
15. whether a billing error occurred;
16. whether service was materially unavailable;
17. whether abuse is suspected;
18. payment provider limitations;
19. previous refund history;
20. whether a written agreement applies.
ELVOAQ may approve, reject, partially approve, credit, escalate, or request further information.
36. Refund Processing Time
If a refund is approved, ELVOAQ will attempt to process it within a reasonable time.
Actual receipt of funds depends on:
1. payment provider processing time;
2. bank processing time;
3. card issuer processing time;
4. currency conversion;
5. refund method;
6. fraud or compliance checks;
7. payment network delays;
8. weekends and public holidays.
Refunds may take several business days or longer to appear on your statement.
ELVOAQ is not responsible for delays caused by banks, card issuers, payment providers, payment networks, or third-party systems.
37. Refund Method
Approved refunds are generally issued to the original payment method.
ELVOAQ may refuse to issue refunds to unrelated third-party accounts, different names, unverified payment methods, or suspicious destinations.
If the original payment method is unavailable, ELVOAQ may, at its discretion and subject to legal and fraud checks, offer an alternative refund method.
ELVOAQ may require identity verification, business verification, or payment ownership verification before using an alternative refund method.
38. Account Access After Refund
If a refund is issued, ELVOAQ may:
1. terminate the subscription;
2. downgrade the account;
3. restrict paid features;
4. remove add-ons;
5. revoke trial conversion;
6. suspend access;
7. close the workspace;
8. disable controlled sharing links;
9. reduce storage limits;
10. require export before access ends;
11. delete data according to the Privacy Policy and Terms of Use.
Refunds do not automatically create a right to continued paid access.
If you receive a refund, you may lose access to paid features immediately or at the end of a defined period, depending on the refund decision.
39. Data Export Before Cancellation or Refund
Before cancelling, requesting a refund, deleting your account, or allowing access to expire, you should export important data where export functionality is available.
You are responsible for maintaining independent backups of:
1. asset records;
2. uploaded documents;
3. receipts;
4. certificates;
5. warranties;
6. contracts;
7. private notes;
8. ownership records;
9. proof documents;
10. exported reports;
11. business records;
12. family records.
ELVOAQ is not responsible for data loss caused by failure to export before cancellation, termination, refund, account deletion, or subscription expiry, except to the extent liability cannot be excluded under applicable law.
40. No Refund for Data Loss Caused by User Action
Refunds are generally not provided for data loss caused by user action, including:
1. accidental deletion;
2. wrong upload;
3. wrong file replacement;
4. incorrect workspace configuration;
5. removal of users;
6. mistaken sharing;
7. failure to export;
8. browser or device issues;
9. loss of account credentials;
10. failure to maintain backups;
11. deletion during account closure;
12. administrator action inside a workspace.
ELVOAQ may attempt to assist where technically possible, but recovery is not guaranteed.
41. Refunds and Privacy Requests
A privacy request, account deletion request, data deletion request, access request, or data portability request does not automatically create a refund right.
Privacy rights are governed by the ELVOAQ Privacy Policy and applicable law.
Refund rights are governed by this Refund Policy, the Terms of Use, checkout terms, subscription terms, written agreements, and mandatory applicable law.
If you request account deletion while a paid subscription is active, you are responsible for cancelling the subscription where applicable.
42. Refunds and Cookie Preferences
Changing cookie preferences does not automatically create a refund right.
If you block strictly necessary cookies, ELVOAQ may not function correctly.
Refunds are generally not provided where functionality problems result from:
1. blocking necessary cookies;
2. disabling browser storage;
3. using unsupported privacy extensions;
4. blocking payment provider cookies;
5. blocking authentication cookies;
6. blocking controlled sharing access cookies;
7. browser security restrictions;
8. device configuration issues.
Cookie use is explained in the ELVOAQ Cookie Policy.
43. Refunds and Third-Party Services
ELVOAQ may rely on third-party providers for payments, hosting, infrastructure, databases, support tools, email delivery, security tools, and other operational services.
Refunds are generally not provided for issues caused by third-party services outside ELVOAQ’s reasonable control, including:
1. payment provider outages;
2. bank processing delays;
3. card issuer issues;
4. cloud provider outages;
5. internet service provider failures;
6. browser vendor issues;
7. device manufacturer issues;
8. email delivery delays;
9. support tool outages;
10. external authentication issues;
11. third-party compliance reviews.
Where ELVOAQ receives compensation, service credits, or remedies from a third-party provider, ELVOAQ may choose to pass on a benefit to affected users, but is not obligated to do so unless required by law or written agreement.
44. Refund Abuse
ELVOAQ may refuse refund requests and restrict accounts where refund abuse is suspected.
Refund abuse may include:
1. repeated purchase-and-refund behavior;
2. using the Platform extensively and then requesting a refund;
3. uploading/exporting data and then requesting a refund;
4. using controlled sharing and then requesting a refund;
5. starting repeated trials with different accounts;
6. creating multiple accounts to obtain refund benefits;
7. false claims of unauthorized payment;
8. false claims of technical failure;
9. chargeback abuse;
10. using refunds to avoid subscription fees;
11. requesting refunds after violating the Terms of Use;
12. competitive misuse followed by refund request.
ELVOAQ may preserve logs, billing records, support records, and security records to investigate refund abuse.
45. Special Promotions and Discounts
ELVOAQ may offer promotional prices, discounts, launch offers, coupon codes, annual offers, limited-time pricing, or special plans.
Unless stated otherwise:
1. promotions apply only during the stated period;
2. promotions may not be combined;
3. discounts may expire;
4. promotional purchases are subject to this Refund Policy;
5. renewal may occur at the standard price unless otherwise stated;
6. missing a promotion does not create a refund right;
7. failure to apply a discount code does not automatically create a refund right;
8. promotional terms may include specific refund restrictions.
ELVOAQ may correct obvious pricing errors, coupon abuse, or mistaken promotional use.
46. Custom, Enterprise, or Negotiated Agreements
Custom, enterprise, business, organizational, or negotiated agreements may have separate refund, cancellation, termination, renewal, or payment terms.
Where a signed agreement exists, its refund and cancellation terms control over this general Refund Policy to the extent of any conflict.
Custom or enterprise fees may be non-refundable if they relate to:
1. onboarding;
2. custom configuration;
3. implementation;
4. support;
5. migration;
6. storage allocation;
7. security review;
8. contract administration;
9. custom development;
10. user training;
11. reserved capacity;
12. professional services.
Professional services, onboarding services, custom work, legal review, technical setup, migration, and implementation fees are generally non-refundable once work has started, unless a written agreement states otherwise.
47. Professional Services
If ELVOAQ offers professional services, consulting, onboarding, technical assistance, configuration, migration, setup, training, or custom support, such services may be subject to separate terms.
Unless otherwise agreed in writing, professional service fees are non-refundable once:
1. work has started;
2. time has been reserved;
3. staff or contractors have been assigned;
4. technical setup has begun;
5. migration planning has begun;
6. onboarding has occurred;
7. deliverables have been prepared;
8. consultation has been provided.
If a professional service is cancelled before work starts, ELVOAQ may consider a refund or credit after deducting administrative costs, payment fees, and reserved resource costs.
48. Refunds for Regulatory, Legal, or Compliance Restrictions
ELVOAQ may restrict or terminate access where legal, regulatory, sanctions, payment provider, security, or compliance requirements require it.
Refunds may not be available where access is restricted due to:
1. sanctions concerns;
2. unlawful use;
3. prohibited activity;
4. money laundering risk;
5. fraud risk;
6. payment provider restrictions;
7. legal orders;
8. regulatory restrictions;
9. breach of the Terms of Use;
10. user misrepresentation;
11. prohibited jurisdiction;
12. misuse of the Platform.
If ELVOAQ is legally prohibited from providing a refund, no refund will be issued.
49. Mandatory Rights Reserved
Nothing in this Refund Policy excludes, restricts, or modifies any rights that cannot be excluded, restricted, or modified under mandatory applicable law.
If any part of this Refund Policy is unenforceable against a consumer under applicable law, that part will apply only to the maximum extent permitted, and the remaining provisions will remain in effect.
Mandatory consumer protection laws may provide rights that differ from this Refund Policy depending on your location and status.
Business customers and professional users may not benefit from consumer-only protections.
50. Changes to This Refund Policy
ELVOAQ may update this Refund Policy from time to time.
Updates may reflect:
1. legal changes;
2. regulatory developments;
3. payment provider changes;
4. subscription model changes;
5. pricing changes;
6. plan changes;
7. trial changes;
8. refund process changes;
9. operational changes;
10. business changes.
The updated Refund Policy will be posted on the ELVOAQ website or made available through the Platform.
Unless mandatory law requires otherwise, updated refund terms apply to purchases, renewals, or charges made after the updated Refund Policy becomes effective.
Your continued use of ELVOAQ after an updated Refund Policy becomes effective means that you acknowledge the updated Refund Policy.
51. Governing Law
This Refund Policy and any dispute, claim, controversy, or matter arising out of or relating to refunds, cancellations, subscriptions, billing, payment disputes, chargebacks, or payment-related matters shall be governed by and construed in accordance with the substantive laws of the Slovak Republic, excluding its conflict of law rules.
Mandatory consumer protection laws may apply where they cannot be excluded.
52. Jurisdiction
Subject to mandatory applicable law, the exclusive place of jurisdiction for all disputes, claims, controversies, or proceedings arising out of or relating to this Refund Policy, payments, refunds, cancellations, billing, subscriptions, chargebacks, or payment disputes shall be the competent courts of the Slovak Republic determined by the registered address of the operator.
ELVOAQ may also bring proceedings against you at your domicile, registered office, place of business, or any other legally available jurisdiction, including for unpaid fees, chargeback abuse, fraud, misuse, copying, unauthorized access, or urgent protective measures.
Nothing in this section limits ELVOAQ’s right to seek interim, injunctive, emergency, or protective relief before any competent court.
53. Contact for Refund and Billing Requests
For refund, cancellation, billing, payment, invoice, or subscription-related questions, contact:
Lukas Rajnic, trading as ELVOAQ
Sole trader established in the Slovak Republic
VAT: Not registered for VAT
Billing: [email protected]
Legal: [email protected]
Privacy: [email protected]
Support: [email protected]
Website: www.elvoaq.com
Refund requests should be sent to:
54. Final Refund Statement
ELVOAQ provides access to a privacy-first digital platform for managing valuable assets, proof documents, private records, controlled sharing, and secure workflows.
Payments are generally charged for access to the Platform during the applicable billing period.
Yearly subscriptions are generally billed in advance and are not automatically refundable once access has been provided or a billing period has started.
Cancellation generally prevents future renewal but does not automatically refund the current billing period.
Refunds may be provided where required by mandatory law, where a verified billing error occurred, where a duplicate charge occurred, where an unauthorized payment is confirmed, where ELVOAQ expressly agrees, or where ELVOAQ approves a discretionary goodwill refund.
ELVOAQ reserves the right to refuse refund requests involving misuse, fraud, abuse, chargeback abuse, unauthorized copying, scraping, reverse engineering, competitive misuse, unlawful use, violation of the Terms of Use, or bad-faith conduct.
This Refund Policy is intended to provide clear, fair, and professional refund rules while protecting ELVOAQ, its users, its payment systems, its infrastructure, and the integrity of the Platform.