Refund Policy

Refund Policy for personal.dokomat.com

Last Updated: February 4, 2026

This Refund Policy explains the terms under which refunds may be issued for our TRC Cancellation Letter Generator service.

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## 1. Service Provider

**Soft Affairs Spółka z ograniczoną odpowiedzialnością**
Pl. Wolności 6/108, 60-324 Poznań, Poland

- KRS (National Court Register): 0000999132
- NIP (Tax ID): 7792546094
- REGON: 523483002
- Email: info@personal.dokomat.com

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## 2. Service and Pricing

Our TRC Cancellation Letter Generator service costs **49.99 PLN** per letter (including VAT). Payment is processed securely through Stripe.

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## 3. Consumer Right of Withdrawal (Polish Law)

### 3.1 General Right
Under the Polish Consumer Rights Act (Ustawa z dnia 30 maja 2014 r. o prawach konsumenta), consumers have 14 days to withdraw from a distance contract without giving any reason.

### 3.2 Digital Content Exception
**IMPORTANT:** Our Service provides digital content (generated PDF letter). By clicking "Pay and Generate Letter" and proceeding with the purchase, you:

1. Expressly consent to immediate performance of the service
2. Acknowledge that the digital content will be delivered immediately
3. Understand that you **lose your right of withdrawal** once the letter is generated and made available for download

This is in accordance with Article 38 point 13 of the Polish Consumer Rights Act.

### 3.3 Before Generation
If you have paid but NOT yet generated/downloaded your letter, you may request a full refund within 14 days.

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## 4. Refund Eligibility

Refunds **WILL** be issued in the following cases:

### 4.1 Technical Failures
- Our system fails to generate your letter due to technical errors
- You cannot download your letter due to platform issues
- The generated PDF is corrupted or unreadable

### 4.2 Payment Errors
- You were charged multiple times for the same letter
- You were charged an incorrect amount
- Unauthorized transaction (subject to verification)

### 4.3 Service Not Delivered
- Payment was successful but no letter was generated
- Download link does not work after multiple attempts

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## 5. Non-Refundable Cases

Refunds will **NOT** be issued in the following cases:

### 5.1 After Successful Download
Once you have successfully downloaded your letter, no refund is available as the digital content has been delivered.

### 5.2 User Errors
- Incorrect information provided by you
- Typos or mistakes in your submitted data
- You changed your mind after generation

### 5.3 Third-Party Actions
- Immigration authorities reject or do not accept your letter
- Delays by immigration authorities
- Any decisions made by government agencies

### 5.4 Misunderstanding of Service
- Expecting legal advice (we only generate letters)
- Expecting guaranteed acceptance by authorities
- Not reading the Terms and Conditions

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## 6. Refund Process

### 6.1 How to Request
To request a refund, email us at **info@personal.dokomat.com** with:
- Your full name
- Email address used for purchase
- Date of purchase
- Order/transaction reference (if available)
- Reason for refund request
- Any relevant screenshots

### 6.2 Processing Time
- We will review your request within **5 business days**
- You will receive an email with our decision
- Approved refunds are processed within **10 business days**

### 6.3 Refund Method
- Refunds are issued to the original payment method (via Stripe)
- Bank processing may take additional 5-10 business days
- Stripe processing fees (if any) may be non-refundable

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## 7. Quality Guarantee

We guarantee that:
- Letters are grammatically correct in Polish
- Letters follow proper formal letter format
- All information you provide is accurately included
- PDF files are properly formatted and downloadable

We do **NOT** guarantee:
- Acceptance by immigration authorities
- Any specific legal outcomes
- Processing times by government authorities
- Legal advice or representation

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## 8. Dispute Resolution

### 8.1 Contact Us First
If you have any issues, please contact us first at info@personal.dokomat.com. We aim to resolve all disputes amicably.

### 8.2 Consumer Disputes
If you are a consumer and we cannot resolve your complaint, you may use:
- **EU Online Dispute Resolution:** https://ec.europa.eu/consumers/odr
- **Polish Consumer Ombudsman** (Rzecznik Konsumentow) in your area

### 8.3 Supervisory Authority
For data protection related complaints:
**UODO (Urzad Ochrony Danych Osobowych)**
ul. Stawki 2, 00-193 Warsaw, Poland
https://uodo.gov.pl

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## 9. Chargebacks

If you initiate a chargeback through your bank without first contacting us:
- We will provide evidence of service delivery to your bank
- This may result in the chargeback being denied
- Please contact us first to resolve any issues

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## 10. Changes to This Policy

We may update this Refund Policy periodically. Changes will be posted on this page with an updated date. The policy in effect at the time of your purchase applies to that transaction.

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## 11. Contact Us

For refund requests or questions:

**Email:** info@personal.dokomat.com

**Address:**
Soft Affairs Sp. z o.o.
Pl. Wolnosci 6/108
60-324 Poznan, Poland

**Response Time:** We aim to respond within 2 business days.

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## 12. Legal Reference

This Refund Policy complies with:
- Polish Consumer Rights Act (Ustawa o prawach konsumenta)
- EU Consumer Rights Directive (2011/83/EU)
- Polish Civil Code (Kodeks cywilny)

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© 2026 Soft Affairs Sp. z o.o. All rights reserved.