Withdrawal, Cancellation and Refund Policy

This Policy explains the rules that apply to withdrawal, subscription cancellation and refunds for LingoGap subscriptions purchased directly through https://lingogap.dk using Stripe.

This Policy forms part of the LingoGap Terms and Conditions.

LingoGap is operated and sold under licence by:

Legal seller and commercial operator: UgleCare ApS

CVR: 34353255

Registered address: Borups Allé 116, st. tv., 2000 Frederiksberg, Denmark

Service and trading name: LingoGap

Website: https://lingogap.dk

Support email: support@lingogap.dk

References in this Policy to “LingoGap”, “we”, “us” or “our” mean UgleCare ApS when acting as the legal provider, operator and seller of the LingoGap service.

1. Scope

This Policy applies to consumers who purchase a paid LingoGap subscription directly through LingoGap.

LingoGap is a digital subscription service that includes:

• access to educational digital content;
• continuing online functionality;
• storage of learning progress;
• flashcards and spaced repetition;
• AI-assisted feedback;
• exam-style practice; and
• account and subscription functionality.
• Nothing in this Policy limits mandatory rights under Danish or applicable European Union consumer law.

2. Monthly subscription

LingoGap subscriptions are monthly recurring subscriptions.

The current public plans are:

• Starter — 49 DKK per month;
• Basic — 79 DKK per month; and
• Plus — 119 DKK per month.
• Consumer prices are displayed inclusive of applicable VAT where required and as stated.
• Subscriptions renew automatically until cancelled.
• The current price, billing interval, included functionality and relevant usage allowances are displayed before purchase.

3. Immediate access

Paid access normally begins immediately after:

• 1. Stripe successfully confirms the payment or subscription;
• 2. LingoGap receives the confirmation; and
• 3. the subscription state is synchronised with the user account.
• At Checkout, the user may be required to expressly request that LingoGap begin supplying the digital service before the end of the statutory withdrawal period.

4. Fourteen-day right of withdrawal

A consumer who enters into the subscription online generally has 14 days to withdraw from the contract without giving a reason.

The withdrawal period generally begins on the date the subscription contract is concluded.

To exercise the right, the consumer must send a clear statement before the deadline to:

support@lingogap.dk

The consumer may use the model withdrawal form at the end of this Policy, but use of that exact form is not required.

5. Difference between withdrawal and cancellation

Withdrawal and ordinary cancellation are not the same.

Withdrawal

Withdrawal concerns the statutory cooling-off period following formation of the contract.

Cancellation

Cancellation stops future automatic renewal and normally takes effect at the end of the current paid period.

Cancelling a subscription does not automatically mean that the consumer has exercised the statutory right of withdrawal.

Similarly, exercising the right of withdrawal is not the same as merely cancelling a future renewal through Stripe Customer Portal.

6. Express request for immediate performance

By expressly requesting immediate access, the consumer asks LingoGap to begin supplying the service during the 14-day withdrawal period.

If the consumer later withdraws after supply has started, LingoGap may, where permitted by applicable law, retain or charge a proportionate amount for the service supplied before receiving the withdrawal notice.

This amount is not a penalty.

No proportionate amount will be charged where doing so would not be permitted under applicable law.

7. Proportionate amount

Where a proportionate charge is legally permitted, the starting point will generally be the price agreed for the relevant monthly subscription and the part of the service period already supplied.

The assessment may take into account:

• the subscription price;
• the beginning and end of the relevant paid period;
• the date and time paid access became available;
• the date and time the withdrawal notice was received;
• whether paid access was successfully activated;
• any material period during which the service was unavailable because of LingoGap;
• whether the agreed service was supplied; and
• other circumstances required by applicable law.

The normal starting method is a proportional calculation by time:

subscription price × supplied part of the monthly service period

LingoGap may depart from a purely time-based calculation only where required or justified under applicable law.

8. AI usage is not an automatic refund formula

LingoGap will not automatically convert:

• token usage;
• number of AI requests;
• number of opened lessons;
• number of completed exercises; or

number of exam attempts

into a fixed legal refund deduction.

Usage information may be relevant evidence that the service was supplied, but it will not be the sole automatic measure.

Any deduction will be assessed manually, reasonably and in accordance with applicable law.

9. No unconditional money-back guarantee

LingoGap does not offer a separate unconditional 14-day money-back guarantee.

The user’s rights arise from:

• statutory withdrawal law;
• statutory rights relating to conformity of digital services;
• this Policy; or
• a specific written offer expressly made by LingoGap.
• A user is therefore not automatically entitled to use the paid service extensively and then receive a full refund without consideration of service already supplied, where a proportionate charge is legally permitted.

10. How to withdraw

The user should email:

support@lingogap.dk

The message should preferably include:

• the email connected to the LingoGap account;
• the subscription plan;
• the date of purchase;
• the Stripe invoice or receipt reference, if available; and
• a clear statement that the user wishes to withdraw from the subscription contract.
• No reason is required for a valid statutory withdrawal.

The user must not send:

• a password;
• a full card number;
• an authentication token; or
• other unnecessary security information.

11. Evidence of timely notice

A withdrawal is timely if the user sends the clear notice before the withdrawal deadline expires.

LingoGap may acknowledge receipt by email.

Users should retain a copy of the sent request and any acknowledgement.

12. Effect of a valid withdrawal

Following a valid withdrawal:

• the subscription may be cancelled;
• continued paid access may be stopped;
• any proportionate charge legally due may be calculated;
• the remaining refundable amount will be determined; and
• an approved refund will be processed through Stripe.
• Withdrawal does not automatically delete the user’s account or learning data.
• Account deletion must be requested separately.

13. Refund timing following withdrawal

Any amount legally due following withdrawal will be refunded without undue delay and no later than the deadline required by applicable law.

LingoGap will normally initiate the refund through Stripe.

The user’s bank or payment provider may require additional processing time after Stripe has issued the refund.

That external banking or payment-processing time is outside LingoGap’s direct control.

14. Refund method

An approved refund will normally be made to the payment method used for the original transaction.

A different method will be used only where:

• expressly agreed;
• technically necessary; and
• legally permitted.
• LingoGap does not charge a separate fee merely for receiving a statutory refund.

15. Ordinary cancellation

The user may cancel future automatic renewal through Stripe Customer Portal.

Ordinary cancellation:

• stops future renewals;
• normally takes effect at the end of the current paid period;
• normally preserves access until that period ends;
• does not automatically refund the current period;
• does not delete the account; and
• does not delete learning data.
• The user should complete cancellation before the next renewal date.

16. Electronic cancellation route

Subscriptions purchased online are normally cancellable through the electronic subscription-management route made available by LingoGap.

The normal route is Stripe Customer Portal.

If the portal is unavailable or cancellation cannot be completed, the user should immediately contact:

support@lingogap.dk

LingoGap will assess the request using the time at which a sufficiently clear cancellation request was received.

LingoGap may request information reasonably necessary to identify the relevant account and subscription.

17. Actions that do not cancel a subscription

The following actions do not automatically cancel recurring billing:

• signing out;
• deleting a browser shortcut;
• deleting the PWA from a device;
• clearing cookies or browser storage;
• stopping use;
• deleting local application data;
• removing a payment card without completing cancellation; or
• sending an unrelated support message.
• The subscription must be cancelled through the available subscription-management process or through a clear cancellation request.

18. Renewal payments

A renewal payment is not normally refundable merely because the user:

• forgot to cancel;
• did not use LingoGap;
• used LingoGap less than expected;
• changed their mind after renewal;
• no longer needs the service; or
• failed to notice the renewal date.
• This does not affect statutory rights concerning incorrect payments, unauthorised transactions, valid cancellation, non-conformity or other mandatory consumer remedies.

19. Charges after cancellation

If the user believes a payment was taken after a valid and completed cancellation, the user should contact:

support@lingogap.dk

LingoGap will review:

• the cancellation record;
• the effective cancellation date;
• the Stripe subscription status;
• the relevant billing period;
• the payment date; and
• relevant confirmation messages.
• A verified incorrect post-cancellation charge will be corrected or refunded as appropriate.

20. Duplicate or incorrect payments

The user should report:

• duplicate charges;
• an incorrect amount;
• the wrong subscription plan;
• an unrecognised charge; or

another payment discrepancy

to:

support@lingogap.dk

The user should provide the account email and relevant Stripe reference but must not send full card details.

Verified duplicate or incorrect charges will be corrected as appropriate.

21. Unauthorised transactions

If the user does not recognise a payment, the user should first check:

• whether it is a recurring LingoGap renewal;
• whether another authorised person used the payment method;
• whether a Stripe receipt was received; and
• which LingoGap account is connected to the payment.
• The user may contact LingoGap and retains the right to contact the bank or payment provider regarding a genuinely unauthorised transaction.
• Nothing in this Policy limits any mandatory right to dispute an unauthorised payment.

22. Defective or non-conforming digital service

The right of withdrawal is separate from the user’s rights when the digital service is defective or does not conform to the contract.

If a material problem occurs, LingoGap may first reasonably attempt to:

• identify the affected account;
• reproduce the problem;
• restore access;
• correct the billing state;
• repair the affected function;
• provide a suitable technical solution; or
• determine whether the issue originates from LingoGap or an external cause.

Where the service materially fails to conform, applicable remedies may include:

• bringing the service into conformity;
• proportionate price reduction;
• termination of the affected contract; or
• refund of an amount legally due.

23. Technical interruptions

A short or minor interruption does not automatically create a right to a full refund.

Relevant factors may include:

• duration;
• severity;
• affected functionality;
• whether core paid access was available;
• whether LingoGap corrected the problem;
• whether the problem was caused by the user’s connection or device; and
• whether mandatory law provides a remedy.
• A material, prolonged and unresolved failure attributable to LingoGap may justify a price adjustment, cancellation or refund.

24. Discretionary refunds

Outside mandatory legal rights, LingoGap may voluntarily approve a full or partial refund in exceptional circumstances.

Examples may include:

• duplicated payment;
• incorrect charge;
• prolonged failure to activate access;
• serious unresolved technical failure;
• verified payment error; or
• another exceptional case.
• A discretionary refund in one case does not create an automatic right to the same decision in another case.

25. Effect of a partial refund

A partial refund does not automatically:

• cancel the Stripe subscription;
• stop future renewal;
• remove paid access; or
• change the subscription plan.
• Any change to the subscription or paid access will be communicated separately.
• The user should not assume that a partial refund has stopped future billing unless cancellation is separately confirmed.

26. Effect of a full refund

A full refund and cancellation are technically and contractually separate actions.

Where a full refund is accompanied by immediate cancellation:

• paid access may end immediately; and
• the account may return to Free access.
• Where a full refund is granted without immediate cancellation, the user must not assume that future renewal has stopped.
• The user should verify the Stripe subscription status or obtain confirmation from LingoGap.

27. Refund without account deletion

A refund does not delete:

• the LingoGap account;
• profile information;
• learning progress;
• flashcards;
• exam attempts;
• AI feedback; or
• other account data.

Deletion must be requested separately through:

support@lingogap.dk

28. Refund and VAT

Consumer subscription prices are displayed inclusive of applicable VAT where required and as stated.

LingoGap will not treat VAT as a fixed, automatically non-refundable charge.

A refund, price reduction, balance adjustment or credit note will be accounted for according to:

• the amount refunded or credited;
• applicable VAT rules;
• payment records; and
• applicable accounting requirements.

29. Fraud and misuse

Users must not misuse withdrawal, refund, cancellation, payment-dispute or chargeback procedures.

Misuse includes:

• repeatedly creating new accounts to obtain paid use followed by refund requests;
• using different email addresses to evade previous legitimate decisions;
• knowingly making false claims that access was unavailable;
• falsely denying an authorised payment;
• manipulating payment or subscription status;
• deliberately creating duplicate transactions;
• abusing chargeback procedures; or
• attempting to obtain repeated paid access without payment.

30. Investigation of suspected abuse

Where there are reasonable indications of fraud or misuse, LingoGap may review information already lawfully available, including:

• account history;
• subscription history;
• Stripe customer and payment records;
• prior refund requests;
• access and usage history;
• related support communications; and
• security records.
• LingoGap will not deny a valid mandatory right merely because a user has previously made a legitimate complaint or withdrawal request.
• Any review of personal data will be conducted in accordance with the Privacy Policy and applicable law.

31. Consequences of fraudulent claims

Where legally permitted, a fraudulent or abusive claim may result in:

• a request for additional verification;
• rejection of the fraudulent claim;
• restriction of associated accounts;
• suspension;
• termination;
• preservation of relevant records; or
• response to a payment dispute.
• Mandatory consumer rights remain unaffected.

32. False chargebacks

Knowingly initiating a false chargeback regarding a valid, authorised and properly supplied subscription may breach the Terms and Conditions.

This does not restrict the user’s right to dispute a genuinely unauthorised, duplicate or incorrect payment.

33. Account deletion

Cancellation, withdrawal and refund do not automatically delete an account.

A deletion request must be sent to:

support@lingogap.dk

Before deletion, LingoGap may need to:

• verify identity;
• resolve an active subscription;
• complete an outstanding refund;
• retain legally required billing or accounting records;
• preserve limited records required for fraud prevention;
• preserve evidence relating to disputes or legal claims; or
• comply with another legal obligation.
• Eligible account and learning data will then be deleted or anonymised in accordance with applicable law and the Privacy Policy.

34. Separate subscription and account actions

The following are separate actions:

• exercising the statutory right of withdrawal;
• cancelling future automatic renewal;
• issuing a full or partial refund;
• immediately cancelling the subscription;
• ending paid access;
• changing the subscription plan; and
• deleting the account or personal data.
• Completing one action does not automatically complete the others unless LingoGap expressly confirms that it does.

35. Mandatory rights

Nothing in this Policy excludes or restricts a right that cannot legally be excluded or restricted.

Where this Policy conflicts with mandatory Danish or European Union consumer law, the mandatory rule prevails.

36. Changes to this Policy

LingoGap may update this Policy for valid reasons such as:

• legal changes;
• changes in subscription functionality;
• changes in Stripe processes;
• clarification of procedures;
• security requirements; or
• improved consumer information.
• The current version and effective date will be displayed at the top.
• Material changes affecting active paid users will be communicated where required.
• Changes do not retroactively remove rights that have already arisen.

37. Contact and legal information

Questions and requests regarding withdrawal, cancellation or refunds should be sent to:

Service and trading name: LingoGap

Legal seller and commercial operator: UgleCare ApS

CVR: 34353255

Registered address: Borups Allé 116, st. tv., 2000 Frederiksberg, Denmark

Website: https://lingogap.dk

Email: support@lingogap.dk

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Model withdrawal form

Complete and send this form only if you wish to withdraw from the subscription contract.

To:

UgleCare ApS, operating under the service and trading name LingoGap

Borups Allé 116, st. tv.

2000 Frederiksberg

Denmark

Email: support@lingogap.dk

I hereby give notice that I wish to withdraw from my LingoGap subscription contract concluded with UgleCare ApS.

Subscription plan:

[Insert plan]

Date of purchase:

[Insert date]

Account email:

[Insert account email]

Stripe invoice or receipt reference, if available:

[Insert reference]

Consumer’s name:

[Insert name]

Consumer’s address:

[Insert address]

Date:

[Insert date]

Signature:

Required only if submitted on paper.

The consumer may instead send any other clear statement expressing the decision to withdraw.