Refund Policy

Version 1.1.1 — content locked 7 August 2026.

This Refund Policy sits alongside — and is incorporated by reference into — the Terms of Service. Defined terms have the meaning given in the Terms.

1. Summary

• If you subscribe and change your mind, you have 14 days to withdraw under EU consumer law — unless you expressly waived that right at checkout, which we ask you to do so we can start the Service straight away.
• We voluntarily offer a discretionary full refund in the first 14 days of a new subscription, no questions asked, even if the statutory right has been waived.
• We also refund the unused portion of a paid period if our duty-of-care lockout activates within it.
• Renewals are non-refundable except where mandatory law says otherwise.

2. Your statutory right — 14-day withdrawal (CRD Art. 9)

Under EU Consumer Rights Directive 2011/83/EU Art. 9 (binding on Norway via the EEA Agreement), implemented in Norway as angrerettloven §21, you may withdraw from the subscription contract within 14 days of the day the contract is formed without giving any reason and without incurring any cost other than those provided for in Art. 13(3) and Art. 14 of the Directive.

To exercise the right, notify us at [email protected] before the 14-day period expires by an unambiguous statement, or by using the model withdrawal form at Annex A of the Terms of Service. The notification is treated as sent on the day you send it (Art. 11(2)).

If you validly withdraw, we refund 100 % of the amount paid within 14 days of receiving the notice, using the same payment method you used at checkout.

3. Digital-content exception — how the waiver works (CRD Art. 16(m))

The paid Service is a digital service that begins performance immediately when you subscribe. Under CRD Art. 16(m) (binding on Norway via the EEA Agreement), implemented in Norway as angrerettloven §22 letter n, the 14-day right of withdrawal lapses when:

1. you have expressly consented at checkout to the Service beginning immediately during the 14-day period, and
2. you have expressly acknowledged that you thereby lose your 14-day right of withdrawal.

Both consents are captured by a single required checkbox on the Stripe Checkout page. If you tick the checkbox, we begin providing the Service straight away and the statutory 14-day right lapses (though our voluntary practice in §5 continues to apply).

If you do not tick the checkbox, we cannot begin the Service immediately. Your subscription is held in an inactive state for 14 days; we begin the Service on day 15 unless you have withdrawn in the meantime.

4. What "begins performance immediately" means for us

For Prelog, "beginning performance" on subscribing means that, at the moment your card is charged, your account is upgraded to paid tier and you gain immediate access to:

• unlimited nutrition entries and full history;
• chat commentary;
• meal-planning outputs;
• all paid-tier features from that instant.

There is no manual provisioning delay. Your first paid seconds of use are enough to satisfy the "begun to be performed" test under Art. 16(m).

5. Voluntary refunds — beyond the statutory right

Even where the statutory right has lapsed (i.e. you did tick the checkbox in §3), we voluntarily offer:

5.1 Discretionary goodwill refund (first 14 days of a new subscription)

For any reason, within the first 14 days of a new Subscription (not a renewal), we will refund the full amount you paid, no questions asked. Email [email protected] from the account address and we will process the refund within 10 business days. This applies only once per user account.

5.2 Medical-grounds refund (any time in the first paid period)

If our automatic duty-of-care lockout (Terms §2) activates during your first paid billing period — for example, your BMI enters the safety range that triggers maintenance-only planning, or you toggle the eating-disorder self-declaration on — email [email protected] and we will refund the unused portion of that billing period, calculated pro-rata on days remaining.

We do not require you to provide medical documentation. The trigger inside the app is enough.

5.3 Fault refund (service materially non-conforming)

If the Service is materially non-conforming — a paid feature is broken for more than 7 consecutive days, for example — you may request a partial refund proportional to the affected period. We will not unreasonably refuse. This is separate from and does not limit your rights under Directive (EU) 2019/770 on the supply of digital content and digital services.

6. Renewals and continued use

Automatic renewals are non-refundable, except:

• where a mandatory law of your country of residence provides otherwise;
• where §5.3 (fault refund) applies to the renewed period; or
• where we choose to refund at our sole discretion.

To avoid the next renewal, cancel from your account settings or the Stripe Customer Portal at least 1 day before the renewal date. Cancellation stops the next renewal; it does not create a refund for the current period.

7. Chargebacks

Please contact [email protected] before filing a chargeback with your card issuer. In most cases we can resolve the issue faster than a chargeback dispute and without either party incurring bank fees.

Where you file a chargeback that we successfully dispute — for example because you had used the paid Service in full — we may:

• suspend your account until the disputed amount is repaid; and
• decline to accept future subscriptions from the same payment method.

Nothing here waives any right you have to chargeback under your card scheme's rules.

8. How refunds are processed

• Same payment method used at checkout, via Stripe.
• Timing: within 10 business days of approval on our side; your bank may take an additional 3–10 business days to display the credit.
• Currency: EUR, in the same amount charged (net of any FX losses your bank imposes).
• We do not issue store credits or credit for future periods in place of a cash refund unless you explicitly ask for that.

9. Norwegian VAT (MVA) and refunds

Where Norwegian VAT (merverdiavgift, MVA) at 25% was collected on the original invoice, MVA is refunded in proportion to the refunded amount. For cross-border sales to EU/EEA consumers, VAT is handled under the VOEC (VAT On E-Commerce) scheme; the refunded VAT is credited under the same scheme. We issue a credit note (kreditnota) for the refunded portion via Stripe Tax and email it to the address on file. Billing records are retained for the period required by bokføringsloven §13 (5 years).

10. How to reach us

• Refund and cancellation questions: [email protected]
• General billing: [email protected]
• Legal complaints: [email protected]
• Postal: Agdir Drift AS, [registered office], Norway

You can also reach the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr, seek pre-court mediation from the Norwegian Consumer Authority (Forbrukertilsynet) at forbrukertilsynet.no, and file a complaint with the Norwegian Consumer Disputes Committee (Forbrukerklageutvalget) at forbrukerklageutvalget.no.

11. Checkout consent copy

The following two-line copy is displayed on the Stripe Checkout page to trigger the CRD Art. 16(m) waiver. Included here for transparency; the same text is captured by Stripe's consent_collection API at checkout time and stored against the Checkout Session.

I agree to the Terms of Service and Privacy Policy.

I ask Prelog to start providing the paid Service immediately during the 14-day right-of-withdrawal period, and I acknowledge that I will thereby lose my right of withdrawal once the Service has been fully performed (EU Consumer Rights Directive Art. 16(m); angrerettloven §22 letter n).

Swedish (for the Nordic v1 launch):

Jag godkänner användarvillkoren och integritetspolicyn.

Jag ber Prelog att börja tillhandahålla den betalda tjänsten omedelbart under den 14 dagar långa ångerfristen, och jag är medveten om att min ångerrätt därmed går förlorad när tjänsten har utförts fullt ut (EU konsumenträttsdirektivet art. 16(m); angrerettloven §22 letter n).