💰 Politika povraćaja / Refund Policy

1 Our Refund Approach

We believe in fair and transparent refund terms. Our goal is for every customer to be satisfied or receive their money back. This document details:

• When you are entitled to a refund
• When you are not entitled to a refund
• How to submit a request
• How long the process takes

1.1 Before You Buy — Try for Free

To reduce the need for refunds and ensure the plug-in is right for you:

✅ Personal Free tier is available permanently — no time limit. You can create 2 QR cards and fully test how the plug-in works with your hosting, WordPress version, and other plug-ins.

✅ Demo mode activates immediately upon installation without requiring a license key.

✅ Documentation and video tutorials are publicly available on our website.

✅ Conflict detector automatically checks 10+ common plug-ins (cache, security) and provides resolution instructions before you pay.

We recommend: install the Personal Free tier first, test for 1-2 days, then consider upgrading.

2 Refund Policy by Region

2.1 EU Consumers (B2C) — Right of Withdrawal

If you are a natural person residing in the EU and purchasing for personal use (not business), per EU Consumer Rights Directive 2011/83/EU, you have 14 days from the purchase date to withdraw from the contract and receive a full refund, WITHOUT stating a reason.

WHEN YOU LOSE THIS RIGHT: The right of withdrawal DOES NOT APPLY to digital products when:

• License activation has been performed on any site, AND
• You explicitly consented to immediate delivery of digital content during checkout, AND
• You were informed that you lose the right of withdrawal as a result

On our buy page, during purchase, you will be offered two checkboxes:

`` ☐ I agree to the Terms of Service and Privacy Policy ☐ I explicitly request immediate delivery of digital content and understand that I lose the 14-day right of withdrawal ``

The second checkbox is OPTIONAL. If you do NOT check it:

• The plug-in ZIP will be sent to you only after the 14-day period expires
• The license key will be active immediately, but you cannot download the file
• You can withdraw at any time during those 14 days and receive a full refund

If you do check it:

• You receive the plug-in ZIP immediately
• You receive the license key immediately
• You lose the right to 14-day withdrawal
• You still have rights under Section 2.3 (refund if plug-in objectively doesn't work)

2.2 EU B2B (Businesses with VAT ID)

The EU Consumer Rights Directive DOES NOT apply to businesses (B2B). However, as good business practice, we provide you:

✅ 30-day money-back guarantee if:

• The plug-in objectively does not work with your WordPress environment after reasonable support efforts
• The plug-in is shown to have a critical bug we cannot fix within a reasonable time (30 days)
• The plug-in significantly deviates from the description on our buy page

2.3 Customers Outside EU

If you purchase outside the EU (e.g., Serbia, USA, UK, Australia, etc.), we offer you a 30-day money-back guarantee under the same terms as 2.2.

2.4 Serbia — Domestic Customers

For customers residing in Serbia:

• Individuals (B2C): you have the same rights as our EU consumers (14-day withdrawal + 30-day goodwill guarantee) — our voluntary choice to provide EU-level protection
• Businesses (B2B): 30-day goodwill guarantee

3 What is NOT Covered by Refund Policy

A refund WILL NOT be granted in the following cases:

3.1 Time

• ❌ More than 14 days has passed for EU B2C, or 30 days for everyone else
• ❌ Request submitted via bank chargeback before contacting us

3.2 Usage That Forfeits Refund Right

• ❌ You activated the license on 3 or more different sites in the first 14 days (sign of intensive use)
• ❌ You generated more than 50 QR cards with paid features (Branded QR, white-label, etc.)
• ❌ You charged clients for services based on the plug-in (e.g., creating digital business cards as part of a commercial offering)
• ❌ You uploaded the plug-in to a public repository (GitHub, GitLab) — this is permitted under GPL, but indicates the plug-in was "used"

3.3 Reasons Beyond Our Control

• ❌ Your hosting provider didn't support the plug-in's technical requirements (PHP version, memory limit, MySQL version) — this is described in system requirements before purchase
• ❌ Conflicts with third-party plug-ins we couldn't resolve, but for which we provided documentation of workarounds
• ❌ "I changed my mind" after a reasonable period
• ❌ "I found a free alternative" (not our problem)
• ❌ "I didn't have time to test" (Personal Free tier exists for that)

3.4 Contract Violations

• ❌ You violated the Terms of Service, particularly Section 4.2 (prohibited use)
• ❌ You attempted to bypass the license server or create pirate copies
• ❌ You publicly shared your license key
• ❌ You have a history of chargebacks with other digital products (the bank may verify through their fraud detection system)

3.5 Specific Cases NOT Refundable

• ❌ Setup fees and custom development we manually did for you — these are always non-refundable
• ❌ Domain transfer fees if we helped migrate your site
• ❌ Premium support packages after service delivery (e.g., if we already provided 5 hours of support)
• ❌ Third-party add-on integrations (external services) that charged their own fees

4 How to Submit a Refund Request

4.1 Step 1 — Send an Email

Send an email to office@planeta-racunari.rs with subject:

`` [REFUND REQUEST] License key: QRVP-XXXX-XXXX-XXXX-XXXX ``

Include in the message body:

1. Your license key (full, in QRVP-XXXX-XXXX-XXXX-XXXX format) 2. Email used at purchase (must match) 3. Date of purchase (approximate, doesn't need to be exact) 4. Reason for refund (EU 14-day withdrawal claim, or one of the situations from 2.2/2.3) 5. Detailed problem description if related to bug or incompatibility — more information means faster resolution (screenshots welcome) 6. What you've already tried (e.g., "contacted support, disabled all plug-ins, tried on new hosting")

4.2 Step 2 — Our Response

Within 5 business days you'll receive one of the following responses:

Positive: "Refund Approved"

• We confirm the refund
• We ask for details needed for invoice/accounting (credit note)
• We send the refund via the same payment method used at purchase
• Your license key is deactivated immediately

Negative: "Refund Denied"

• We explain why (e.g., "over 14 days", "used >50 cards", etc.)
• We propose alternative solutions (downgrade to lower tier, additional support, partial refund as goodwill)
• You have the right to appeal (Section 7)

Request for Additional Information

• We may request additional info (error screenshot, log file, etc.)
• Respond within 7 days or the request will be closed

4.3 Step 3 — Refund Processing

If approved:

For card payments (through the bank's system):

• Refund is initiated immediately on our end, through our UniCredit Bank
• Appears on your card within 5-10 business days (depending on your bank)
• Bank conversion fees (if paid in different currency) are NOT refunded — that's your bank's cost

For bank transfers (proforma invoice):

• Refund is returned to the same account from which payment was made
• Transfer within Serbia: 1-3 business days
• Transfer from Serbia to EU: 2-5 business days
• Transfer to non-EU countries: up to 10 business days
• International transfer bank fees (~€10-25) are borne by you if you chose international bank transfer as the refund method

5 Partial Refunds and Special Cases

5.1 Tier Upgrade During 14/30 Days

If you've upgraded tier in the meantime (e.g., from Single $49 to 5 Sites $99):

• You can request refund only of the difference paid for the upgrade ($50)
• Or full refund of the entire amount ($99) — then you lose both licenses
• You can't "return only the upgrade and stay on Single tier" retroactively

5.2 Tier Downgrade

Direct downgrade (e.g., from Unlimited to Single) is not supported:

• You can request a full refund of the Unlimited tier
• Then purchase Single as a new purchase
• Reason: implementation reason (license server doesn't support downgrade flow)

5.3 Purchase Error (Double Charge, Wrong Tier)

If you see that you:

• Accidentally paid twice
• Bought the wrong tier (e.g., wanted Single, bought 5 Sites)
• Had a technical issue at checkout that resulted in an error

Send us an email immediately (within 48h) with details. We'll treat this as an operational error, not a refund request — we fix the full amount or difference without complications.

5.4 Death or Severe Illness of License Holder

In case of death, severe illness, or work incapacity of the license holder (verifiable by medical documentation):

• We provide a full refund regardless of timeline
• Or license transfer to another person/company by arrangement
• This is goodwill policy, not legal obligation

Contact: office@planeta-racunari.rs, subject "[HARDSHIP] License transfer/refund"

5.5 Business Closure / Change of Activity

If your business is closing or changing activity so the plug-in is no longer useful:

• Within first 6 months of purchase: full refund as goodwill (once per year)
• After 6 months: no refund, but we'll help you transfer the license to another company

6 Chargeback Policy ⚠️

Chargeback is when you contact your bank and request a credit card refund without first contacting us. This is NOT a refund — it's a disputed claim.

6.1 Why Chargeback is a Problem

• The bank withdraws money without warning
• We pay additional bank fees for chargebacks — $15-25 per case
• Our merchant score drops → better rates from processors become unavailable
• The case is investigated for 30-90 days

6.2 What WE Do When a Chargeback Happens

✅ Step 1: We immediately deactivate your license key on all sites ✅ Step 2: We report the case to the bank with all transaction documentation (license key, login data, IP activation) ✅ Step 3: We send you an email asking why you didn't contact us directly ✅ Step 4: If the chargeback is the result of malicious action (not a genuine grievance) — we take legal action

6.3 What YOU Should Do BEFORE Chargeback

✅ Send an email to office@planeta-racunari.rs — we provide refund in 90% of cases if justified ✅ Wait for our response 5 business days ✅ If we don't respond or refuse unjustly — then consider chargeback

6.4 Win/Win Approach

Our refund policy is fair enough that chargeback is unnecessary. Almost 100% of our customers who requested a refund via email received one when it was justified. Before initiating a chargeback, attempt amicable resolution.

7 Appeal of Refund Decision

If you disagree with our refund denial decision:

7.1 Internal Appeal

Send email to office@planeta-racunari.rs with subject: `` [APPEAL ON REFUND DECISION] Original case: [number from first email] ``

We'll review the appeal and respond within 10 business days.

7.2 Alternative Dispute Resolution

If internal appeal doesn't resolve the matter:

For all customers: EU ODR Platform (Online Dispute Resolution)

• https://ec.europa.eu/consumers/odr
• Free, online procedure

For EU consumers: Your national consumer protection body

• List by country: https://europa.eu/youreurope/citizens/consumers/complaints/

For Serbian customers: Center for Consumer Protection

• https://www.efektiva.rs (advisory)

For businesses: Serbian Chamber of Commerce, Center for Alternative Dispute Resolution

7.3 Court Path (Last Resort)

Lawsuit per Section 15 of the Terms of Service.

8 Changes to This Policy

We may amend this policy at any time:

Material changes (reducing refund window, adding exceptions):

• 30-day advance notice via email to active customers and banner on the site
• Existing purchases remain under the policy valid at time of purchase

Minor changes (typos, clarifications):

• No notice
• "Last updated" date is updated

9 Specific Notes by Payment Processor

9.1 Kartično plaćanje preko banke (UniCredit Banka)

• Refund appears on card within 5-10 business days
• Original charge may appear and refund separately (the bank doesn't always "reverse" the charge)
• For purchase in foreign currency: bank currency conversion in both directions may result in 1-3% loss — this is NOT refundable

9.2 Bankovni transfer (proforma faktura)

• Refund initiated immediately, transfer 3-7 business days
• Specific to Balkan region — fees are minimal

9.3 International Bank Transfer (Manual)

• Slowest refund method — used only exceptionally
• We require IBAN + SWIFT via secure channel (not plain email — through portal or encrypted channel)
• Bank fees for international transfers borne by customer
• Time: 7-14 business days for EU, up to 20 days for non-EU

9.4 Notes on VAT and SEF e-Invoices

• Electronic Invoicing System (SEF): We are a registered SEF user. For legal entities subject to e-invoicing, refunds are recorded through SEF as a credit note (reversing invoice).
• Individuals from Serbia: refunds are processed without additional invoice documentation — an email request and our written refund confirmation are sufficient.
• International customers: refunds are tracked through Planeta's accounting records in compliance with the Serbian Accounting Act.

10 Contact

For all questions, refund requests, or appeals:

Planeta računari (Aleksander Krsmanović)

• Email: office@planeta-racunari.rs
• Phone: +381 60 722 31 00
• Address: Milice Pavlović 32/3/12, 32000 Čačak, Serbia
• Website: https://planeta-racunari.rs

Business hours for refund requests: Monday — Friday, 9am-5pm CET (Email can be sent at any time; response arrives on business days)