Refund Policy

Cancellation, withdrawal and payment corrections. Version 1.4 · Unpublished draft · No effective date has been set.

NOT READY FOR PUBLICATION. Complete every field marked ACTION REQUIRED and obtain Dutch/EU consumer and payment counsel review before release. Version 1.2 has not been changed or replaced.

1. Scope

This policy explains cancellation of Premium; the statutory withdrawal right; refunds for subscription errors or non-conforming service; Success Fee disputes and corrections; reversals of a recovery; SEPA refunds and chargebacks; and how to ask Pennny to investigate a payment.

Mandatory consumer rights always take priority over this policy.

2. Subscription prices

Current Premium prices are stated in the Terms of Service and on the set-up page, which shows the total amount including VAT and the renewal frequency before you purchase. This policy intentionally does not repeat the subscription amounts, so that a price change does not create conflicting legal documents.

3. Cancelling Premium

You can cancel (opzeggen) Premium at any time in your account settings.

Cancelling:

• stops the next renewal;
• leaves your access available until the end of the period you have paid for;
• does not automatically refund a completed billing period;
• does not itself exercise the statutory withdrawal right (section 4); and
• does not remove a valid Success Fee for a claim Pennny already sent, subject to the limits in the Terms.

4. Withdrawing from the contract (14 days)

When you sign up online as a consumer, you have 14 days to withdraw from the contract without giving a reason, subject to statutory exceptions.

To withdraw, go to Settings → Membership → "Withdraw from contract". The function is separate from cancelling and includes a confirmation step. You get an immediate confirmation on screen and by email, and withdrawing stops all future subscription payments at once.

You may also send an unambiguous withdrawal statement to [ACTION REQUIRED: withdrawal mailbox].

The refund. Any amount you have already paid is refunded within 14 days of your withdrawal. The refund is pro rata for the days after the free week when you asked the service to start immediately; Pennny explains the calculation to you when it contacts you about the refund. Verify in counsel review.

What withdrawal does not do. Withdrawal does not cancel the Success Fee on claims Pennny already sent for you. Verify in counsel review.

5. Starting the service during the withdrawal period

When you start your free week you ask Pennny to start the service immediately, and you acknowledge that you lose your right of withdrawal once the service has been fully performed. The request and the acknowledgement are recorded at the payment set-up step.

6. Subscription refunds

Pennny will refund or correct a subscription charge where required by law, including where:

• the charge was duplicated;
• the wrong amount was charged;
• a cancellation was processed late because of Pennny's error;
• a valid withdrawal requires repayment;
• the service materially failed to conform to the contract and the legal conditions for a remedy are met; or
• Pennny agrees after investigating an exceptional billing issue.

A change of mind after the withdrawal period does not automatically create a refund right, but statutory remedies for a non-conforming digital service remain available.

7. Success Fee rules

The Success Fee is 30% of what the company pays you, plus 21% VAT (36.3% in total), calculated on the amount you actually receive. It is owed on claims sent during your free week too. If nothing comes back, you pay nothing.

The fee is due only when value has actually been recovered or a charge you already paid has been reversed, and the payout is established by a matching bank credit or a company email within the 12-month period that starts when the claim was sent.

Cancellations carry no fee. Where Pennny cancels a subscription or contract so that you will not be charged in future, that is included in Premium. A Success Fee arises only where Pennny successfully returns identifiable value to you — money paid to you, a charge you already paid being reversed, or a voucher or credit the company confirms.

8. The 12-month period after cancellation

A Success Fee on a claim Pennny sent remains owed if the payout is established within the 12-month period that starts on the day the claim was sent, even if Premium is later cancelled. A payout established later carries no fee.

On request, Pennny will provide the sending date, the claim reference, the fee disclosure and the evidence used for the fee.

9. Reversed, reduced or failed outcomes

If a recovery is reversed, a refund is clawed back or a reversed charge is reinstated, Pennny will recalculate the Success Fee on the final value you retain. If the original fee was collected, Pennny will refund or credit the overpayment through an appropriate payment route (a credit note, never an edit of the original invoice).

You must notify Pennny promptly and provide reasonable evidence of the reversal. Pennny may wait for the outcome to become sufficiently clear before issuing a correction.

10. How Pennny collects the Success Fee

10.1 The company pays you. The company pays you directly and no recovery money passes through Pennny. Once the payout is established, Pennny sends you an invoice and, at least 2 days before the debit, a notice stating the amount, the date, the Creditor Identifier and the mandate reference. The notice has a "This is wrong" button that pauses the debit. Pennny then collects the fee by SEPA direct debit from your IBAN.

10.2 No double collection. Pennny never collects the same fee twice. If this happens in error, Pennny refunds the duplicate amount without undue delay after verification.

10.3 If a payment fails. If a fee debit fails, Pennny sends a notice and a card payment link and tries once more after 7 days by SEPA with a fresh 2-day notice. If the invoice is still unpaid 14 days after the due date, Pennny sends a 14-day letter; statutory collection costs are charged only after that letter. If it is still unpaid 30 days after the due date, starting new claims and Ask are locked; your existing claims, documents and account data remain accessible and claims already under way continue. Membership payments are retried on days 3, 7 and 14 after the first failure, with a 3-day grace period before starting new claims and Ask are locked; the subscription is cancelled after the failed payment on day 14. A dispute or chargeback pauses these steps.

11. Disputing a charge

Press "This is wrong" in the notice, or reply to it. You can also write to [ACTION REQUIRED: billing mailbox] and include your account email, the payment or mandate reference, the claim reference if relevant, the disputed amount, why you believe it is incorrect, and supporting evidence.

For a Success Fee, Pennny will pause the planned collection while it investigates a timely, good-faith dispute, unless law or fraud prevention requires otherwise. Pennny aims to acknowledge a dispute promptly and provide a substantive response within 30 days.

12. SEPA direct debit refund rights

Under the SEPA Core scheme, you can ask your own bank to refund an authorised direct debit within 8 weeks of the debit date without giving a reason. An unauthorised debit may generally be challenged for up to 13 months, subject to the applicable scheme and banking rules.

Exercising a SEPA refund right does not by itself decide whether the underlying invoice was contractually due. If the underlying amount remains valid, Pennny may seek payment through a lawful method after reviewing the case. Pennny will not obstruct or misrepresent statutory or scheme refund rights.

13. Refund timing

Approved refunds are initiated without undue delay using the original payment method where reasonably possible. Bank and payment-provider processing times may affect when the amount appears. Pennny provides a confirmation or credit record.

14. Contact

Pennny B.V. Billing and refunds: [ACTION REQUIRED: billing mailbox] Withdrawal: [ACTION REQUIRED: withdrawal mailbox] Postal address: Sydneystraat 6, 1175 RN Lijnden, the Netherlands