Refund and Dispute Policy

Effective Date: April 30, 2025

Last Updated: April 30, 2025

1. Overview

This Refund and Dispute Policy outlines the procedures and guidelines for requesting refunds and filing disputes for all products and services offered by Kaizenic ("we," "us," or "our"), in accordance with Dutch law, including the Dutch Civil Code (Burgerlijk Wetboek) and the EU Consumer Rights Directive as implemented in the Netherlands. This policy applies to all our applications and services.

2. Right of Withdrawal (Herroepingsrecht)

2.1 Statutory Right of Withdrawal

In accordance with Dutch law, consumers (natural persons not acting in the course of their business or profession) have a statutory right of withdrawal (herroepingsrecht) for:

During this period, you may withdraw from the agreement without giving any reason.

2.2 Exercising Your Right of Withdrawal

To exercise your right of withdrawal:

1. Notify us of your decision to withdraw from the agreement by sending an unambiguous statement (e.g., a letter, email, or through our contact form) before the withdrawal period expires
2. You may use the model withdrawal form available at kaizenic.nl/withdrawal-form, but this is not obligatory
3. It is sufficient to send your withdrawal notification before the 14-day period has expired

2.3 Effects of Withdrawal

If you withdraw from the agreement:

1. We will reimburse all payments received from you without undue delay and no later than 14 days from the day we are informed of your decision to withdraw
2. Reimbursement will be made using the same payment method you used for the initial transaction unless you expressly agree otherwise
3. You will not incur any fees as a result of the reimbursement

2.4 Payment for Services Used During Withdrawal Period

If you withdraw from your subscription within the 14-day withdrawal period but have already used our services:

1. You will be charged only for the proportional use of the service up to the date of withdrawal notification
2. The amount will be calculated on a daily basis (daily rate = monthly subscription fee ÷ 30)
3. This proportional payment only applies if:
   • You explicitly requested that we begin providing the service during the withdrawal period
   • You acknowledged that partial payment would be required for usage during the withdrawal period

For example, if you subscribe to our medicAI app for €99/month and withdraw after 7 days of use, you would be charged approximately €23.10 for the used portion of the service.

3. Refund Policy Beyond Statutory Rights

3.1 Eligibility for Refunds After Withdrawal Period

After the statutory withdrawal period has expired:

3.2 Non-Refundable Items

The following are generally not eligible for refunds after the statutory withdrawal period:

• Digital content where you have explicitly waived your right of withdrawal and the content has been delivered
• Services that have been fully delivered with your prior express consent
• Custom development work that has been completed according to specifications

3.3 Refund Process

To request a refund:

1. Submit a refund request through our customer support portal at support.kaizenic.nl
2. Include your order number, email address, and reason for the refund
3. Our support team will review your request within 2 business days
4. If approved, refunds will be processed to the original payment method within 14 days

4. Conformity and Defects (Non-conformiteit)

4.1 Legal Guarantee

In accordance with Dutch law, our products and services must comply with the agreement (conformity). If our products or services do not conform to what was agreed upon at the time of purchase, you have the following rights:

1. Repair or replacement of the product/service
2. Price reduction
3. Termination of the agreement and refund

4.2 Notification of Non-conformity

If you believe our product or service does not conform to the agreement:

1. Notify us within 2 months of discovering the defect
2. Provide a clear description of the defect or non-conformity
3. We will respond within 14 days with a proposed solution

5. Dispute Resolution

5.1 Initial Steps

If you are dissatisfied with our products or services:

1. Contact our customer support team at support@kaizenic.nl to resolve the issue directly
2. Provide detailed information about your concern
3. We aim to resolve all complaints within 14 days

5.2 Dutch Mediation and Arbitration

If we cannot resolve your issue through our customer support:

1. Geschillencommissie: You may file a complaint with the relevant Dutch dispute committee (if we are affiliated with one)
2. Legal Proceedings: Disputes may be brought before the competent Dutch court in the district where you reside or where our company is established

5.3 Online Dispute Resolution (ODR)

As per EU Regulation, you can also use the Online Dispute Resolution platform provided by the European Commission for resolving disputes: https://ec.europa.eu/consumers/odr/

6. Special Circumstances

6.1 Service Outages

In the event of significant service outages:

• For outages exceeding 24 consecutive hours, we will offer prorated credit or extended service
• Credits will be automatically applied to affected accounts

6.2 Account Termination

If we terminate your account for violation of our Terms of Service:

• Your statutory rights remain unaffected
• Any pending disputes will be reviewed in accordance with Dutch law

6.3 Subscription-Specific Policies

medicAI Application

For our medicAI application (€99/month subscription):

1. The 14-day statutory withdrawal right applies from the subscription start date
2. If you cancel within this period after using the service:
   • You will be charged only for the days you actually used the service
   • We calculate this as €99 ÷ 30 = €3.30 per day
   • Example: 7 days of usage would result in a charge of €23.10, with the remaining €75.90 refunded
3. This proportional payment structure is presented during the signup process and requires your explicit acknowledgment

7. Contact Information

For questions about this policy or to submit a refund request:

• Email: support@kaizenic.nl
• Phone: +31 (0) 40 841 8200
• Mailing Address: Valkenierslaan 356, 4834 CP, Breda, The Netherlands
• Chamber of Commerce (KVK) Number: 95725695
• VAT Number: NL004056193B92

8. Policy Updates

We reserve the right to update this policy. Material changes will be communicated via email and/or notices on our website. Your statutory rights will not be affected by any changes to this policy.

9. Model Withdrawal Form

You may use the following form to withdraw from the agreement:

This model withdrawal form is provided in accordance with Dutch law. You are not required to use this specific form to exercise your right of withdrawal.