Return and
Refund Policy

For hardware, digital services and subscriptions

This Policy supplements the General Terms and Conditions and the separate Instructions on the Right of Withdrawal. Mandatory statutory consumer rights remain unaffected.

1. Scope

This return and refund policy applies to purchases of Ponora hardware, accessories, digital services and subscriptions, provided that Ponora International GmbH itself is a contractual partner.

For purchases or subscriptions through the Apple App Store or Google Play, the terms and refund procedures of the respective platform also apply. Insofar as the platform is a contractual partner or sole payment processor, refund and reversal requests must be submitted in accordance with the procedures provided for therein. Mandatory statutory rights remain unaffected.

2. Statutory right of withdrawal for consumers

Consumers are generally entitled to a statutory 14-day right of withdrawal for distance contracts. Withdrawal is exercised by an unequivocal statement to the relevant contracting party and does not require reasons.

For goods, the withdrawal period generally begins when the consumer, or a third party designated by the consumer who is not the carrier, receives the goods. For services, the period generally begins when the contract is concluded. Special statutory rules apply to digital content and digital services.

You may declare withdrawal from a contract with Ponora by email to support@ponora.ai or by post. Details of the beginning of the period, how to exercise the right, statutory exceptions and legal consequences can be found in the separate Instructions on the Right of Withdrawal and the statutory model withdrawal form.

3. Return of Hardware and Accessories Following Withdrawal

Following a valid withdrawal, goods must be returned or handed over to the return address specified by Ponora without undue delay and no later than 14 days after making the declaration of withdrawal.

The consumer bears the direct cost of returning the goods only if they were duly informed of this before the contract was concluded and Ponora does not expressly agree to bear the cost. For valid claims in respect of defects, the statutory rules on costs apply.

Ponora recommends a complete and transport-safe return including the existing accessories. The absence or opening of the original packaging does not affect the statutory right of withdrawal.

The consumer is liable for any diminished value only to the extent that it results from handling the goods beyond what was necessary to establish their nature, characteristics and functioning, and the statutory requirements for compensation for diminished value are met.

4. Refund Following Valid Withdrawal

Following a valid withdrawal, Ponora will reimburse the payments due under the statutory provisions without undue delay and, in any event, within the statutory period. For goods, this generally includes the cost of the least expensive standard delivery offered by Ponora.

Additional costs resulting from the consumer’s choice of a type of standard delivery other than the least expensive one offered do not have to be reimbursed.

For goods, Ponora may withhold reimbursement until the goods have been returned or the consumer supplies evidence that they have sent the goods back, whichever occurs first; statutory exceptions remain unaffected.

Ponora will generally use the same means of payment for the reimbursement as was used for the original transaction, unless expressly agreed otherwise and provided that the customer incurs no costs as a result.

5. Digital content and digital services

For digital content that is not provided on a physical data carrier, the statutory right of withdrawal may expire before the expiry of the 14-day period if all legal requirements for this are met, in particular the required express consent, the confirmation of knowledge of the loss of the right of withdrawal and the legally required contract confirmation.

For services, following withdrawal, the consumer may be required to pay compensation for the value of services properly performed up to that point if the consumer expressly requested that Ponora begin performance before the withdrawal period expired and the statutory information requirements were met. Any early expiry of the right of withdrawal is governed exclusively by the statutory requirements.

Irrespective of the right of withdrawal, the statutory rights relating to non-conforming digital products continue to apply, including rights to supplementary performance, price reduction, termination of the contract or reimbursement, where the respective statutory requirements are met.

6. Subscriptions, Automatic Renewal and Termination

Ponora offers monthly and annual subscriptions: the “Standard” (free), “Pro” and “Excellent” plans. If automatic renewal was agreed when the contract was concluded, the subscription renews in accordance with the terms shown at that time until it is validly terminated.

An ordinary termination ends paid access at the end of the billing period already paid for. Until then, the user may continue to use the paid functions. Ordinary termination does not, in itself, give rise to a right to a pro rata reimbursement of fees already paid, unless mandatory law or an expressly promised arrangement provides otherwise.

Subscriptions concluded through the Apple App Store or Google Play are managed and terminated through the relevant platform account. Refund requests for those purchases must be submitted directly to Apple or Google in accordance with the platform rules.

For subscriptions concluded directly through Ponora, the termination methods specified in the General Terms and Conditions and at the time the contract was concluded also apply. The subscription can be cancelled after logging into the user account via the “Manage subscription” section and takes effect at the end of the already paid billing period. Mandatory statutory rights remain unaffected.

7. Tariff change and unused quotas

An upgrade to a higher plan takes effect immediately; the pro-rata billing of the difference is handled by the payment service provider. A downgrade takes effect at the end of the current billing period; this also applies to switching from an annual to a monthly subscription within the same plan.

Unused minutes or other usage quotas will not be paid out or refunded in cash, unless this is expressly promised in the respective tariff or is required by law.

For the free plan there is no payment or refund entitlement for unused free quotas. The free quota is re-provisioned according to the cycle applicable to the account and is not transferred to the following period. The relevant reference date is the one recorded for the account; if no such reference date exists, in particular because the account has never had a subscription, the cycle corresponds to the calendar month and begins on the first day of the month. The minute quota is consumed by the duration of transcribed audio data; summaries do not consume additional minutes.

8. Defective, damaged or incorrectly delivered hardware

If the delivered hardware is defective, damaged or does not correspond to the order, the statutory warranty rights remain unrestricted.

The customer can contact support@ponora.ai with the order number and a description of the problem. Ponora may request reasonable information, photos, videos or a return to the extent necessary for verification and reasonable for the customer.

For valid claims in respect of defects, Ponora bears the costs of supplementary performance as required by statute. A refund or termination of the contract may be available, in particular, where the statutory requirements are met.

9. Faulty digital services and AI features

In the event of technical faults or non-conforming provision of digital services, the statutory rights relating to digital products apply. To the extent permitted by law and reasonable, Ponora must be given an opportunity to provide supplementary performance.

The mere fact that an automatically generated transcription, summary or other AI output does not correspond to the subjective expectations of the user does not give rise to a claim for reimbursement, provided that the contractually agreed function has been properly provided. Legal rights in the event of technical or contractual defects as well as expressly promised properties remain unaffected.

10. Voluntary returns and special offers

A voluntary return or refund guarantee extending beyond the statutory right of withdrawal exists only if Ponora expressly offers it for the product or offer concerned.

For voluntary promotions, only the terms published for the promotion concerned apply. Such voluntary arrangements do not limit the statutory right of withdrawal or statutory warranty rights.

11. Abuse, Multiple Refunds and Unauthorised Charges

Requests for reimbursement may be rejected if they are abusive, fraudulent or based on demonstrably inaccurate information. Legal rights remain unaffected.

If a payment was not authorised by the customer or was executed twice, the matter will be reviewed and corrected in accordance with the applicable statutory and payment-service rules.

12. Process of a return or refund request

Requests to Ponora may be sent to support@ponora.ai. To help identify the request, the customer should provide their name, order number, the product or subscription concerned, the purchase date and a brief description of the request.

Before returning goods, the customer should wait for the return instructions provided by Ponora. After receiving the request, Ponora will provide information on further processing, any required return, supplementary performance, replacement delivery or refund.

For purchases made through the Apple App Store or Google Play, processing through the relevant platform may be required.

13. Processing time and receipt of payment

Statutory repayment periods are decisive. After proper initiation of a refund, it may take additional processing time, depending on the payment service provider or credit institution, until the amount is visible in the customer's account.

Ponora has no direct influence on bank- or platform-related booking times, but supports customers in tracking a refund initiated by Ponora.

14. Corporate customers

Entrepreneurs are not entitled to the statutory consumer right of withdrawal. Returns or refunds outside statutory rights in respect of defects require an express agreement.

An entrepreneur’s warranty and refund claims are governed by the relevant contract, the applicable General Terms and Conditions and statutory law.

15. Relationship to other documents

This Policy supplements the General Terms and Conditions, the Instructions on the Right of Withdrawal, the product and plan information provided when the contract is concluded and, where applicable, platform-specific terms.

In the event of a conflict, mandatory statutory provisions and individually negotiated agreements prevail. This Policy does not restrict statutory consumer rights.

16. Amendments to this policy

Ponora may adjust this policy for future contracts, especially if products, distribution channels, payment processes, or legal requirements change.

For contracts already concluded, the version validly incorporated when the contract was concluded remains authoritative unless a subsequent amendment has been validly agreed or mandatory law provides otherwise.

17. Contact

Ponora International GmbH
Hammfelddamm 4 A
41460 Neuss
Germany
Email: support@ponora.ai
Website: https://ponora.ai