1. Purpose of this document
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.
2. How to report a problem
A complaint or support request may be sent to [email protected]. For faster handling, include:
- the email used for purchase;
- the Licence 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.
3. What is considered a defect of the Application
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 licence, 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.
4. Complaint handling procedure
- 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 Licence.
- 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.
5. Trial Period and refunds
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 licence, or unauthorized sharing of a key.
6. Subscriptions and cancellation of future renewal
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.
The Subscription and payments are managed by Paddle.com Market Limited as seller and Merchant of Record. Cancellation and refund requests may be submitted through the Paddle customer portal (linked in the order confirmation email) or under Paddle's Refund Policy. A technical defect of the Application may also be reported to the Provider at [email protected]; the Provider and Paddle may exchange the information necessary to resolve the request.
7. Consumer withdrawal from the contract
For distance contracts, a Consumer generally has the right to withdraw from the contract within 14 days. For digital content or a digital service, however, performance may begin before the expiry of this period only with the Consumer's express consent. If the Consumer also acknowledges that by doing so they lose the right of withdrawal under Section 1837 of the Czech Civil Code, this right expires to the extent permitted by law.
The free 14-day Trial Period without a payment card is not a paid order. When purchasing a paid Licence, a Consumer expressly requests during checkout that the Licence be made available immediately after payment and acknowledges that the withdrawal right expires once the Licence is made available. This consent is recorded with the order.
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 Licence and prevent further use of the Application.
8. Business Customers
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, and the relevant provisions of the Czech Civil Code.
9. Exclusions and abuse
The Provider may refuse a refund or complaint if there is reasonable suspicion of abuse, fraud, chargeback abuse, unauthorized sharing of the Licence, interference with the Application, breach of the Licence Terms, or use in an unsupported environment.
10. Sample notice of withdrawal
For convenience, the following template may be used:
Addressee: MDDr. Michal Hasala, Kpt. Jaroše 619/25, 767 01 Kroměříž, Czech Republic, email: [email protected]
I hereby give notice that I withdraw from the contract for the purchase of a SmileCrop application licence.
Order date: [FILL IN]
Email used for the order: [FILL IN]
Name and surname: [FILL IN]
Date: [FILL IN]
Signature (if this form is sent in paper form): [FILL IN]