Refund & Cancellation Policy
1. Who you are buying from
Tulimoa is operated by Tulimoa (Florian Baraz), Göttingen, Germany. When paid plans are active, your purchase is sold and processed by our Merchant of Record, Paddle(Paddle.com Market Limited, United Kingdom). Paddle is the seller of record for the transaction and handles the payment, the invoice, any applicable taxes, and refunds. Paddle's buyer terms apply to the purchase in addition to this policy.
2. During the beta everything is free
The Tulimoa directory is free. The MCP Gateway is currently free to use during the beta, including a monthly credit allowance. While the beta is free there is nothing to pay and therefore nothing to refund. This policy governs paid plans once they go live.
3. Subscriptions and cancellation
Paid Gateway plans are billed as a recurring subscription (for example monthly). You can cancel at any time from your billing settings or through your Paddle receipt. When you cancel, your plan stops renewing and stays active until the end of the period you have already paid for. We do not charge you again after a cancellation. Cancelling on its own does not refund the current period.
4. Credits are a digital service you use immediately
Gateway usage is measured in credits. Credits are a usage allowance for a digital service that you begin using as soon as your plan is active and your agents make calls. Credits are not money, have no cash value, and are not exchangeable or transferable. Credits that are unused at the end of a billing period expire and do not roll over, unless a plan explicitly states otherwise.
5. Right of withdrawal for consumers in the EU and EEA
If you are a consumer resident in the EU or the EEA, you normally have the right to withdraw from a distance contract within fourteen days without giving a reason.
Because the Gateway is a digital service that starts immediately, we ask at checkout for your express consent to begin providing it right away, and you acknowledge that you lose your right of withdrawal once we have begun. In concrete terms: as soon as your paid plan is activated and credits are made available for use, the fourteen day right of withdrawal no longer applies to that billing period. Until you give that consent, and while the service has not yet begun, your right of withdrawal remains.
To withdraw before the service has begun, a clear statement to hello@tulimoa.com or to Paddle is enough. You do not need a specific form.
6. Refunds we grant beyond that
Over and above your statutory rights, we and Paddle can issue a refund at our discretion, for example for a duplicate charge, a charge you did not authorise, or a technical fault on our side that stopped you from using a plan you paid for. Get in touch and we will look at it in good faith.
7. How to request a refund
Contact us at hello@tulimoa.com with the email address you used at checkout and your Paddle order or receipt number, or simply reply to the Paddle receipt email. Paddle refunds approved amounts to your original payment method. How long it takes to appear depends on your bank or card provider.
8. Chargebacks
If something looks wrong with a charge, please contact us first. A chargeback opened with your bank is slower for everyone and may suspend your account until it is resolved. We would much rather sort it out with you directly.
9. Your statutory rights
Nothing in this policy limits mandatory consumer rights you have under the law that applies to you, including any statutory right of withdrawal or warranty. Where this policy and a mandatory right conflict, the mandatory right prevails.
10. Contact
Tulimoa, Kreuzbergring 56c, 37075 Göttingen, Germany. Email hello@tulimoa.com. For questions about a payment, an invoice or a refund, you can also contact Paddle directly using the details on your receipt.