Refund Policy
This Refund Policy explains how refunds, cancellations, and related requests are handled for purchases of Relyx products and services.
Relyx is operated by Augugliaro Studio Works, a sole proprietorship based in Zurich, Switzerland.
1. Scope and relationship to the Terms
This Refund Policy forms part of the Relyx Terms and Conditions.
If there is a conflict between this Refund Policy and the Terms and Conditions, this Refund Policy controls for refund-related matters only.
Nothing in this Refund Policy limits any non-waivable rights you may have under applicable law.
2. Payments are processed by Paddle
Payments for Relyx are processed by Paddle, which acts as merchant of record / authorized reseller for checkout transactions.
As a result:
- Paddle handles the payment transaction;
- approved refunds are generally processed through Paddle;
- Paddle may apply its own buyer-facing terms, refund rules, fraud checks, and transaction-handling requirements in addition to this Refund Policy.
If there is any conflict between this Refund Policy and mandatory law or Paddle’s role as merchant of record in the transaction flow, the applicable law and Paddle’s transaction-handling requirements will control to the extent necessary.
3. Right of withdrawal for EU, EEA, and UK consumers
If you are a consumer habitually resident in the European Union, European Economic Area, or United Kingdom, you have a statutory right of withdrawal of 14 calendar days from the conclusion of the contract, without giving any reason, under Directive 2011/83/EU on consumer rights (as implemented in your country) and, where applicable, the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Loss of the right of withdrawal for immediately-delivered digital content and services. The right of withdrawal is lost where, at checkout:
- you expressly consent to immediate performance of the contract (including immediate access to the Service or immediate delivery of digital content) before the end of the 14-day period; and
- you acknowledge that by giving this consent you lose your right of withdrawal.
Paddle, as merchant of record, presents this consent and acknowledgment at checkout where applicable. If you give this consent and acknowledgment, no statutory withdrawal right will apply to that purchase.
How to exercise the right of withdrawal (where it still applies). To exercise the right of withdrawal before it is lost, you must notify us of your decision to withdraw by an unambiguous statement before the 14-day period expires. You may:
- email support@relyx.app with your name, order reference, and a clear statement that you wish to withdraw from the contract;
- contact Paddle through the buyer support flow linked in your receipt; or
- use the model withdrawal form set out in Annex I(B) of Directive 2011/83/EU, which is available on request.
If you validly exercise the right of withdrawal, we will refund the amount paid, via Paddle, using the same payment method used for the original purchase, without undue delay and in any event within 14 days of receiving your withdrawal notice.
Outside the EU, EEA, and UK, we do not offer a separate commercial money-back guarantee. Refunds outside these jurisdictions are governed by the rest of this Refund Policy and applicable law.
4. How to request a refund
If you want to request a refund, cancellation, or billing review, you should first contact:
- Relyx support: support@relyx.app
- Paddle buyer support: through the buyer support flow linked in your receipt or order confirmation
Because Paddle is the merchant of record, approved refunds are generally processed through Paddle rather than directly by Relyx.
5. Subscriptions
A. Cancellation
You may cancel your subscription at any time before the next renewal date.
Unless stated otherwise at checkout:
- cancellation stops future renewals;
- cancellation does not automatically create a refund for the current billing period;
- you will generally retain access until the end of the paid billing period, unless the plan or checkout terms state otherwise.
B. Subscription refunds after the initial purchase
Subscription charges are generally non-refundable once a billing period has started, except:
- where a refund is required by applicable law;
- where a consumer validly exercises the EU / EEA / UK statutory right of withdrawal under Section 3 and has not lost that right;
- where a refund is expressly promised at checkout or in a promotional offer;
- where Paddle approves a refund under its applicable buyer terms or refund handling process;
- where we determine, in our discretion, that a refund is appropriate due to duplicate billing, technical failure, or a clear billing error.
If a subscription renewed by mistake and you contact us promptly, we will review the case in good faith.
6. One-off digital products, content packs, and practice packs
Unless required by applicable law or expressly stated otherwise at checkout:
- one-off digital purchases, including drill packs, practice packs, or similar digital content, are final and non-refundable once access has been granted, the content has been delivered, or use has begun;
- partial use, download, access, or consumption of digital content may make a refund unavailable.
We may still choose to issue a refund, in full or in part, where there has been:
- duplicate purchase;
- technical delivery failure;
- incorrect charge;
- fraud-related remediation;
- another exceptional circumstance where a refund is appropriate.
7. Trial offers and promotional pricing
If we offer a free trial, discounted trial, launch promotion, or introductory price, the specific refund and cancellation terms shown with that offer will apply in addition to this policy.
It is your responsibility to cancel before the end of the trial or promotional period if you do not want to continue on a paid plan.
8. Billing mistakes and duplicate charges
If you believe you were charged incorrectly, charged twice, or charged after a valid cancellation, contact us promptly at support@relyx.app or use Paddle’s buyer support flow.
If the issue is confirmed, we will work with Paddle to correct it, which may include a full or partial refund where appropriate.
9. Cases where refunds may be refused
A refund request may be refused where permitted by law, including where there is evidence of:
- fraud;
- refund abuse;
- repeated or manipulative refund requests;
- significant use or consumption of the purchased digital product or service after access was granted;
- a request that falls outside the applicable legal, promotional, or checkout-based refund entitlement.
10. Chargebacks
Before starting a chargeback with your bank or card provider, please contact us or Paddle first so we can try to resolve the issue.
Unjustified or abusive chargebacks may lead to account restrictions, cancellation of access, or additional review of future purchases, to the extent permitted by law.
11. Timing of refunds
If a refund is approved, it is generally processed through Paddle using the original payment method where possible.
Actual timing depends on the payment method, bank, card network, and Paddle’s processing systems.
12. Consumer rights and mandatory law
Nothing in this Refund Policy limits any non-waivable rights you may have under applicable consumer law.
Where mandatory law gives you a right to cancel, withdraw, or obtain a refund, that law will apply.
13. Changes to this Refund Policy
We may update this Refund Policy from time to time.
If we make material changes, we may provide notice by updating the date above, posting a notice on the website or in the app, or using other reasonable means.
14. Contact
For refund and billing questions:
Augugliaro Studio Works Zurich, Switzerland Address: Hinterbergstrasse 108, 8044 Zurich Legal: legal@relyx.app Privacy: privacy@relyx.app