How to manage or cancel your subscription
English convenience translation. The Czech version (https://smilecrop.app/refunds?setlang=cs) remains the legally binding original and is governed by Czech law. This translation is provided for review and convenience.
Provider: MDDr. Michal Hasala, Czech Business ID: 23471026
Registered address: Palackého 492/62, 769 01 Holešov, Czech Republic
Contact for complaints: [email protected] (mailto:[email protected]) · +420 605 209 683 (tel:+420605209683)
Effective from: 21 July 2026 · Version: 1.1
This document governs the procedure for exercising rights arising from defective performance, refund requests, subscription cancellation, and withdrawal from the contract in connection with the SmileCrop application.
A complaint or support request may be sent to [email protected] (mailto:[email protected]). For faster handling, include:
the email used for purchase;
the License Key or the last characters of the key;
the application version and operating system;
a brief description of the problem;
where appropriate, a screenshot of the error message.
Do not send real patient photographs unless necessary and agreed in advance. Use anonymized or sample data for testing.
A defect may include, in particular, a situation where the Application materially fails to function according to the description on the website or the agreed properties, cannot be activated despite a valid license, repeatedly fails during normal use, or does not allow the Customer to use the main declared function.
A defect will usually not include dissatisfaction with a result caused by an unsuitable input photograph, non-standard workflow, unsupported operating system, lack of backup, incorrect settings, or use of the Application contrary to documentation.
The Provider will confirm receipt of the complaint in text form without undue delay. The confirmation will state the date, substance of the complaint, requested remedy, and the Customer's contact details.
The Provider may request additional technical information needed to assess the problem.
If the complaint is justified, a Consumer may require the defect to be remedied unless that is impossible or disproportionately costly. The defect will be remedied free of charge, within a reasonable time, and without significant inconvenience, for example by a fix, update, workaround, or restoration of a working License.
A Consumer may require a proportionate price reduction or terminate the contract, in particular where the defect has not been remedied, remediation was refused, the defect recurs, or the defect is serious enough to justify an immediate reduction or termination. Other mandatory rights remain unaffected.
A complaint concerning digital content or a digital service will be handled within a reasonable time in view of the nature and purpose of the Application. On completion, the Provider will issue confirmation of the date and manner of resolution or a written reason for rejection.
The Application is provided with a 14-day Trial Period without the need to enter a payment card. This Trial Period allows the Customer to fully verify the functionality of the Application before purchase.
Using or not using the Trial Period does not limit a Consumer's mandatory rights relating to defective performance. Beyond those rights, the Provider or Paddle may grant a refund individually, especially if the Application objectively does not work and the problem cannot be remedied within a reasonable time. A voluntary refund beyond mandatory law is not automatic and may be refused in cases of misuse, breach of license, or unauthorized sharing of a key.
Cancellation of a Subscription means cancellation of future automatic renewal. The already paid period generally remains active until the end of that period, and the amount paid for it is not refunded unless the law or the Provider's individual decision provides otherwise.
Subscriptions and payments are managed by Paddle as seller and Merchant of Record.
Manage or cancel subscription (https://customer-portal.paddle.com/cpl_01kqj2n23tj9td4e5bza9cs23m)
Open the Paddle customer portal using the button above.
Enter the email address you used for your purchase.
Open the verification email from Paddle and follow its sign-in link. Check your spam folder if you cannot find it.
Select your SmileCrop subscription, choose cancellation and complete the confirmation in the portal.
Check the end date. Access remains active until the end of the paid period; no further automatic payment will be taken.
A refund is a separate request. Cancelling a subscription does not itself refund a payment. For eligible EU purchases, a withdrawal option appears in the portal during the 14-day withdrawal period. If you do not see it, you can request a refund at paddle.net (https://paddle.net) by choosing “Request refund”, or through the support link on your receipt. The absence of a button does not itself determine your statutory rights. See Paddle's Refund Policy (https://www.paddle.com/legal/refund-policy) for details.
For technical issues or trouble accessing the portal, contact us at [email protected] (mailto:[email protected]).
A Consumer generally has a 14-day right to withdraw from a distance contract. For digital content not supplied on a tangible medium, this right may end when supply begins only if the legally required prior express consent, acknowledgment of loss of the right and contract confirmation have been provided. For services, beginning performance alone does not end the right; the applicable exception generally requires full performance and the required consent and acknowledgment. Mandatory rights remain unaffected.
The free 14-day trial without a payment card is separate from a paid purchase. Any consent given during checkout has only the effects permitted by applicable law; making a licence available does not by itself establish that the withdrawal right has ended.
If the Consumer has the right of withdrawal and exercises it in time, the payment will be refunded in the manner required by legal regulations and the payment provider. After withdrawal, the Provider may deactivate the License and prevent further use of the Application.
For Customers acting as Business Customers, consumer rights intended for consumers do not apply to the relevant extent. A Business Customer's rights arising from defective performance are governed by the contract, the Terms of Service (https://smilecrop.app/en/terms), and the relevant provisions of the Czech Civil Code.
No general voluntary 14-day money-back guarantee is granted to business customers by these rules. Requests beyond statutory or expressly agreed rights are assessed individually under the applicable agreement and Paddle’s refund policy (https://www.paddle.com/legal/refund-policy). This does not limit rights arising from defects or other mandatory rights.
For purchases from Paddle, refunds are processed through Paddle, normally to the original payment method. A request may require review or approval; submitting a request does not itself establish entitlement. Statutory refund deadlines remain unaffected. Chargebacks are disputes raised with a payment provider and are distinct from ordinary refund requests.
Voluntary refunds beyond statutory rights may be refused where justified, for example in cases of proven abuse or fraud. Mere suspicion or use in an unsupported environment does not itself remove statutory withdrawal or defect rights. Each statutory claim is assessed under applicable law.
Opening the portal does not itself submit a withdrawal. Select the relevant purchase and complete the withdrawal confirmation. If you have already submitted your withdrawal and received confirmation, do not send this template again. Using the template is optional; any unambiguous withdrawal statement may be used.
Show the withdrawal template for email or post
Addressee: Paddle.com Market Limited, 30 Old Bailey, London, EC4M 7AU, United Kingdom; Paddle payment support (https://paddle.net)
I hereby give notice that I withdraw from the contract for the purchase of a SmileCrop application license.
Order date: [FILL IN]
Email used for the order: [FILL IN]
Name and surname: [FILL IN]
Customer address: [FILL IN]
Date: [FILL IN]
Signature (if this form is sent in paper form): [FILL IN]