Refund & Cancellation Policy

1. Cancellation and statutory rights

Cancelling renewal, withdrawing from a new contract and requesting a remedy for a faulty service are different actions. This policy explains each. It does not remove mandatory consumer rights or rights under your accepted order.

2. Stopping a renewal

Use your account billing controls to cancel a recurring subscription. If you cannot access them, contact [email protected] with your account email and service reference. We will confirm the effective date. Unless you request otherwise and we agree, access continues until the end of the paid period and no further renewal is taken.

Cancellation does not normally refund an already used billing period merely because you no longer need the service. Statutory withdrawal, lack of conformity, duplicate payments and an agreed service remedy are exceptions. Export your data before service ends.

3. The consumer withdrawal period

If you are an EU consumer buying a service at a distance, you generally have 14 days from conclusion of the contract to withdraw without giving a reason. Tell us clearly before the period ends by emailing [email protected] or writing to the postal address above. Include your name, account email, service and order date. You do not have to use a particular form.

Starting a service does not, by itself, remove this right. If you expressly requested performance during the withdrawal period, a proportionate charge for service already supplied may apply where the legal requirements were met. Loss of the right for a fully performed service or for digital content requires the specific prior consent, acknowledgement and other conditions required by law. We do not treat account activation alone as that consent.

Model notice: “I hereby give notice that I withdraw from my contract for [service], ordered on [date]. Name: [name]. Address: [address]. Account/order reference: [reference]. Date: [date].” A signature is required only for a notice sent on paper.

4. Refunds and service problems

Tell us promptly about a duplicate charge, an undelivered order or a service that does not conform to the contract. We will investigate and provide the remedy required by law or the order. Depending on the circumstances, this may involve bringing the service into conformity, a price reduction, cancellation or refund.

For a valid statutory withdrawal, reimbursement is made without undue delay and within the legally required period, generally 14 days after we are informed, using the original payment method unless you expressly agree otherwise. We do not charge a reimbursement fee. Bank processing can take additional time.

5. Service credits and business orders

Covered paid subscriptions have the remedies described in the SLA. Service credits do not replace a refund or other remedy that mandatory law requires. For business orders, additional cancellation or refund arrangements must be stated in the accepted order; consumers retain their statutory protections.

6. Free applications and complaints

Aux Command and Aux Proton Drive Bridge are free open-source applications; there is no Auxillo purchase price to refund for those releases.

For an unresolved billing complaint, contact [email protected]. Information about recognised Portuguese consumer dispute bodies is available from Direção-Geral do Consumidor. The former EU ODR platform is closed.