Refund Policy

1. General Principle

CockpitShop d.o.o. offers software-as-a-service (SaaS) module subscriptions billed on a monthly basis. As a general rule, subscription fees are non-refundable once a billing period has begun. This policy is based on the principle that digital SaaS products are consumed continuously throughout the billing period, and the cost of providing infrastructure, API connectivity, maintenance and support accrues from the first day of activation.

This policy does not affect any statutory rights you may have under the laws of your country of residence, particularly consumer protection rights applicable in EU member states. If mandatory consumer protection law in your jurisdiction grants you additional refund rights, those rights are not excluded by this policy.

2. Situations Where Refunds Are Not Available

Refunds are not provided in the following circumstances:

• You changed your mind about a module after activation and no longer wish to use it
• You cancelled your Dirs21 subscription, making it impossible to use CockpitShop modules (you should cancel CockpitShop modules before cancelling Dirs21)
• You did not use the module during the billing period
• You provided an incorrect Dirs21 API key and the module could not connect, but the issue was not reported to support within the billing period
• You cancelled a module subscription mid-billing period and wish a pro-rata refund for unused days (we do not provide pro-rata refunds on voluntary cancellations)
• Your Dirs21 account tier does not include API access and you were unable to connect the module (it is your responsibility to verify API access before purchase)

3. Situations Where Refunds Are Available

CockpitShop will issue a full or pro-rata refund in the following circumstances:

3.1 Module Failure Due to Our Error

If a module fails to function due to a confirmed technical error on CockpitShop's side, and the error cannot be resolved within 7 business days of a support ticket being opened, you are entitled to a pro-rata refund calculated from the date the error was first reported. To qualify, you must report the issue promptly — within the billing period in which the failure occurred — and provide sufficient information for our team to diagnose the problem.

3.2 Duplicate Billing

If you are charged more than once for the same module in the same billing period, the duplicate charge will be refunded in full within 5 business days of confirmation.

3.3 14-Day Cooling-Off Period (EU Consumers Only)

If you are an individual consumer (not acting in a business capacity) resident in a European Union member state, you have the right to withdraw from a distance contract within 14 days of purchase without giving any reason, subject to the exception below. However, by accepting these Terms and proceeding with module activation, you expressly consent to the immediate commencement of service provision and acknowledge that your right of withdrawal is extinguished upon activation of the module, in accordance with Article 16(a) of EU Directive 2011/83/EU on consumer rights.

If you have not yet activated the module (i.e., you have not connected it to a Dirs21 API key), you may exercise the 14-day cooling-off right by emailing support@cockpitshop.org within 14 days of purchase. Refunds in this case are processed within 14 days to the original payment method where possible.

3.4 Billing Error Due to Technical Fault

If you are charged after a cancellation that was properly submitted and confirmed by CockpitShop, the erroneously charged amount will be refunded in full within 5 business days.

4. Refund Request Process

To request a refund, email support@cockpitshop.org from your registered account email address. Your refund request must include:

• Your full name and registered email address
• The CockpitShop order or invoice number
• The module name and the billing date in question
• A clear description of the reason for the refund request
• Supporting documentation where applicable (e.g. error screenshots, support ticket reference)

We will acknowledge your refund request within 2 business days and provide a decision within 10 business days. If your request is approved, the refund will be processed within 14 days of approval.

5. Refund Method

Approved refunds are processed via SEPA bank transfer to the same account from which the original payment was made. You must provide your IBAN for the refund transfer. CockpitShop does not charge any fee for processing refunds. Note that your bank may take 3–5 business days to credit the refund to your account after we have initiated the transfer.

6. Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute with your bank before contacting CockpitShop support, we reserve the right to immediately suspend your account and all active module subscriptions pending resolution of the dispute. We encourage you to contact us directly first — most billing issues can be resolved quickly and without the delays associated with bank disputes.

7. Changes to This Policy

This Refund Policy may be updated from time to time. The most current version is always available at cockpitshop.org/refund. Changes to this policy do not affect purchases made before the change date.

8. Contact

For refund enquiries: CockpitShop d.o.o., ul. Bulevar Sv. Petra Cetinjskog 22, 81000 Podgorica, Crna Gora. Email: support@cockpitshop.org. Phone: +382 20 245 110.