Refund Policy

This Refund Policy applies to all purchases made on the SilkRoad platform. It forms part of our Terms and Conditions and should be read alongside our Cancellation Policy.

We aim to resolve all refund requests fairly and in accordance with applicable consumer protection law. Mandatory consumer rights are not excluded or limited by this policy.

Payments are processed by Mollie B.V. and/or Digistore24 GmbH. Refunds, where approved, are issued to the original payment method used at checkout. Processing times depend on the respective payment provider.

You may submit a refund request within 30 days from the date of purchase. Requests submitted after this period will not be eligible for a refund under this policy.

A refund may be issued only if all of the following conditions are met:

• The refund request is submitted within 30 days of the purchase date.
• The order has not been started.
• The order has not been processed.
• The order has not been delivered (fully or partially).
• The order has not been fulfilled in any way.

This includes partial delivery. If any portion of the ordered service has been delivered, the order is considered to have commenced and a refund is no longer available for that order under this policy.

• The order has not been started, processed, delivered, or fulfilled within 30 days of purchase, and a refund request is submitted within the applicable period.
• We cancel the order for reasons within our control before delivery commences.
• A duplicate charge or clear technical payment error has occurred.
• Mandatory consumer law requires a refund in circumstances not covered above.

• The order has been started, processed, delivered, or fulfilled.
• The refund request is submitted more than 30 days after purchase.
• The service was not delivered due to incorrect information provided by you (wrong username, private profile, deleted content).
• The customer changed their username, deleted the targeted content, or made their profile private during or after delivery.
• A third-party platform removed, restricted, or changed the content or account after delivery.
• The service guarantee period has expired without a valid refill request being submitted.
• The order was cancelled or restricted due to prohibited content or a violation of our Terms.
• Subscription periods already started where service delivery has commenced.

For digital services where you provided express consent at checkout to immediate performance, the statutory right of withdrawal expires once performance has started or the service is fully performed, in accordance with § 356(5) BGB and applicable EU consumer law.

If performance has not yet started and you are within the 14-day withdrawal period, you may exercise your statutory right of withdrawal as described in our Cancellation Policy.

Some services include a 30-day, 60-day, or 360-day service guarantee as stated on the product page. Within the applicable guarantee period, we offer refill, repair, replacement, repeat delivery, or support.

"Guarantee" means refill or service correction and does not mean an automatic money-back refund unless the product page explicitly states "money-back guarantee".

Cancellation of a subscription stops future billing but does not automatically entitle you to a refund for a billing period already started where service delivery has commenced. For subscription refund eligibility, the conditions in Section 4 apply.

If a billing period has been charged but service delivery has not yet started for that period and a refund request is submitted within 30 days, eligibility will be assessed on a case-by-case basis.

If you have been charged twice for the same order or experienced a clear technical payment error, please contact us immediately at support@engrace.de with your order reference and payment details. We will investigate and, where confirmed, refund the duplicate or erroneous charge promptly.

To submit a refund request, please:

• Send an email to support@engrace.de with the subject line "Refund Request".
• Include your order reference number, the date of purchase, and a brief description of the reason for your request.
• We will review your request and respond within 5 business days.
• If your request is approved, the refund will be processed to your original payment method.

Approved refunds are typically processed within 5–10 business days. The actual credit to your payment method may take additional time depending on your card issuer or bank. Refunds are issued to the original payment method used.

For all refund enquiries, please contact: