Refund Policy

## 1. Scope

This Refund Policy explains when and how you may obtain a refund for purchases made on Daolate (the "Service"), operated by the Daolate Operator (the "Operator"). It covers all digital products sold on the Service:

- **Reading Credits ("RC")** — the internal currency used to unlock paid chapters and send gifts to authors.
- **Premium subscription** — monthly or yearly plan with extra features (offline reading, ad-free interface, universal chapter credits).
- **Universal chapter packs** and **per-book / per-chapter purchases**.
- **Author tips and gifts**.

All amounts shown on the Service are in the currency displayed at checkout. Applicable taxes are included where required by law.

## 2. Right of withdrawal (cooling-off period)

If you are a consumer resident in the European Union, European Economic Area or the United Kingdom, you generally have a 14-day right of withdrawal for digital content under Directive 2011/83/EU and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

**Important — loss of the right.** Under Article 16(m) of Directive 2011/83/EU and Regulation 37(1)(a) of the UK Regulations, the right of withdrawal **does not apply** to the supply of digital content not on a tangible medium once performance has begun with your **prior express consent** and your **acknowledgment** that you thereby **lose your right of withdrawal**.

By completing a purchase on Daolate you expressly request that the service starts immediately (RC credited to your wallet, Premium activated, chapter unlocked, gift sent) and you acknowledge that you lose the 14-day withdrawal right as soon as that delivery is completed.

For consumers outside the EU/EEA/UK, the same rule applies in most jurisdictions: digital content already delivered cannot be returned.

## 3. Premium subscription — cancellation

You can cancel your Premium subscription at any time in *Wallet → Premium → Cancel*. After cancellation:

- You keep all Premium features until the end of the period you have already paid for.
- No further automatic charges are taken from your payment method.
- We do **not** issue partial refunds for the unused part of the current period, except where mandatory consumer-protection law requires otherwise.
- Reading Credits already credited to your wallet stay there and remain spendable.

## 4. Refunds we always grant

Regardless of point 2 above, we will refund the disputed amount in full (or correct your wallet balance) in the following cases, after a short investigation:

- **Duplicate charge** for the same purchase.
- **Failed delivery** — the chapter, RC or Premium activation did not reach your account and we are unable to fix it within 7 days.
- **Unauthorised charge** — payment made without the cardholder's consent, confirmed by the issuing bank or our anti-fraud review.
- **Service unavailability** preventing you from using purchased Premium features for more than 24 consecutive hours due to a fault on our side.
- **Material defect** in purchased content (e.g. corrupted file, missing chapter you have paid for) that we cannot fix within 14 days.

We may, at our sole discretion, offer additional goodwill refunds in other situations.

## 5. Refunds we cannot grant

We are unable to issue a refund when:

- The digital content has been delivered (RC credited, chapter opened, Premium activated, gift sent) and the situation does not fall within section 4.
- The refund request is filed more than **180 days** after the original charge.
- The purchase was made with promotional RC, bonus credits or rewards that did not involve a real-money transaction.
- The account has been suspended or terminated for a serious breach of our Terms of Service (e.g. fraud, chargeback abuse, content infringement).

## 6. How to request a refund

Send an email to **refunds@daolate.com** (or **support@daolate.com**) with the following information:

1. The email address of your Daolate account.
2. The transaction identifier (visible in *Wallet → History* or in the receipt sent by the payment provider).
3. The date and amount of the disputed charge.
4. A short description of the reason.
5. Any supporting evidence (screenshots, bank statement, error message).

We acknowledge every request within **2 business days** and resolve it within **14 calendar days** (extendable to 30 in complex investigations). Approved refunds are returned to the original payment method; processing time depends on your bank or card network (typically 5–10 business days).

## 7. Payments and payment providers

Daolate uses third-party Payment Service Providers (PSPs) to process all real-money transactions (e.g. Paddle, Stripe-class providers, Plisio for crypto top-ups). We do not store full card numbers. The PSP appears on your bank statement as the merchant of record where it acts in that capacity; refund processing times depend on the PSP and on your bank.

## 8. Chargebacks

Please contact us **before** raising a chargeback with your bank — we resolve almost every legitimate dispute directly and faster than the chargeback procedure (which typically takes 45–120 days). Filing an abusive or fraudulent chargeback may lead to suspension of your account and recovery of the disputed amount through legal channels.

## 9. Dispute resolution

If we cannot resolve your refund request to your satisfaction, you may use the following options depending on your country of residence:

- **European Union consumers:** the online dispute-resolution (ODR) platform of the European Commission at https://ec.europa.eu/consumers/odr.
- **United Kingdom consumers:** the Citizens Advice consumer service (https://www.citizensadvice.org.uk).
- **United States consumers:** contact your State Attorney General or the FTC at https://reportfraud.ftc.gov.
- **All other jurisdictions:** the national consumer-protection authority of your country.

This policy does not affect any mandatory consumer-protection rights you may have under the law of your country of residence.

## 10. Changes

We may update this Refund Policy at any time. Material changes are announced on the site at least 14 days before they take effect. The version in force at the time of your purchase applies to that purchase.

## 11. Contact

- Refunds and billing: **refunds@daolate.com**
- General support: **support@daolate.com**
- Operator details: see [Terms of Service](/pages/terms).

_Last updated: 2026-05-25._