1. Scope
This policy applies to all purchases you make through lsqapps.com and related installations, including:
- Monthly, quarterly and yearly subscriptions to applications.
- Purchases of credits (prepaid balance).
- Purchases of vouchers (access credit for specific applications or services).
- Purchases of bundles (combination offers).
- Usage-based consumption that is settled against purchased credits.
For customers outside the European Union, the purchase runs through our payment partner Paddle.com Market Limited ("Paddle"), which acts as merchant of record. For refunds on purchases made through Paddle, this policy applies in combination with Paddle’s own refund terms, available at paddle.com.
2. Subscriptions
2.1 Cancellation by you
You can cancel a subscription at any time through your customer portal or by contacting us.
- Period paid in advance: you keep access until the end of the current period you have already paid for (month, quarter or year). There is no pro-rata refund for the unused part of the current period.
- No automatic renewal after cancellation: after the end of the current period, no new periods are charged.
- Data export for 30 days: after your subscription ends, you keep read access for 30 days in order to export your data. After that, access ends completely.
2.2 Termination by us (for non-payment)
If an invoice remains unpaid after repeated reminders, your subscription may be suspended and ultimately terminated. The reminder procedure is documented in our terms and conditions. Such a termination gives no right to a refund of periods paid earlier; those had, after all, already been delivered.
2.3 Change of plan (upgrade/downgrade)
- Upgrade during a current period: you pay a pro-rata contribution for the difference until the end of the current period. The amount of the old plan for the unused days is automatically settled into your balance.
- Downgrade during a current period: the new, lower plan takes effect at the next invoicing moment. No refund of the difference over the current period.
2.4 Price changes
A price change to your subscription is announced at least 60 days in advance for monthly subscriptions. During that period you can cancel free of charge before the new price takes effect. For yearly subscriptions, the new price applies only at the next renewal.
3. Credits (prepaid balance)
3.1 Unused balance
Credits you have purchased are not refunded automatically if you do not use them. Credits have a validity period (24 months from purchase by default, unless stated otherwise at the time of purchase). Expired credits are not reimbursed.
3.2 Refund within 14 days of purchase
You can have a credit purchase refunded in full within 14 days of the purchase, provided you have not yet used the credits (in part). Where they have been used in part, only the unused part can be returned, at our reasonable discretion.
A refund goes back to your original payment method or, at our choice, is added as balance to your account. After 14 days, credit purchases can no longer be refunded.
3.3 Exchange rate for purchases in other currencies
For credit purchases in a currency other than the euro, our payment provider applies the exchange rate in force at that moment. Any rate differences between purchase and refund are for your account; a refund is made in euros or in the original currency, at the equivalent calculated by the provider at that moment.
4. Vouchers
Vouchers (for example "1 month of access to CRM Pro") are not refundable in money and not transferable between accounts. A voucher covers a specific period of access, regardless of later price changes to the underlying service.
4.1 If we discontinue an application
If we withdraw an application from our range (sunset), vouchers intended specifically for that application are converted into monetary credits of equal value, keeping the original expiry date. Those converted credits remain subject to this policy.
4.2 Gift vouchers / promotional codes
Promotional vouchers and gift codes are never refundable in money.
5. Bundles
Bundles (combination offers across several applications) follow the same rules as regular subscriptions (section 2). If you cancel one application within a bundle, the bundle stays active on the remaining applications; the associated discounts continue to apply until the agreed end date.
Bundles paid for as a one-off are not refundable after the 14-day period (by analogy with credit purchases, section 3.2).
6. Failed payments, chargebacks and disputes
6.1 Failed SEPA direct debit
A failed direct debit leads to a reminder process, not to a refund. You can still pay the outstanding amount manually through the payment link stated on the invoice.
6.2 Chargebacks (payment reversals)
A chargeback (a request to reverse a payment through your bank) leads to immediate suspension of your subscriptions until the situation has been resolved. A chargeback is not a recognised form of refund request; we ask you to contact us first through the usual channels instead.
6.3 Unintended double payment
If a technical fault has caused you to pay twice, the amount paid in excess is returned to you without delay. Please report this as soon as possible through your customer portal.
7. Specific rights for consumers
7.1 Statutory right of withdrawal (section 6:230o of the Dutch Civil Code)
If you are a natural person who does not use the subscription for business purposes (a "consumer"), Dutch and EU law give you a statutory right of withdrawal of 14 days after the agreement is concluded, without having to give reasons.
7.2 Loss of the right of withdrawal for a digital service
For digital services (such as our applications), the right of withdrawal lapses as soon as the service has been delivered in full or the user has made use of it, provided that:
- you have expressly agreed to immediate delivery, and
- you have acknowledged that you lose your right of withdrawal by giving that agreement.
At activation we ask you to tick both confirmations actively. If you do not give these confirmations, the right of withdrawal continues to apply and the service is activated only once the 14-day period has passed (or earlier, if you agree after all).
7.3 Exercising the right of withdrawal
If you are still within the right of withdrawal and have not given the agreement described in 7.2, you can dissolve the agreement free of charge by informing us by e-mail or through your customer portal. Amounts already paid are refunded in full within 14 days of receipt of the withdrawal.
7.4 Does not apply to business customers
The rights above do not apply to business customers (B2B). For business customers, the other provisions of this policy and our terms and conditions are decisive.
8. Service interruptions and SLA
8.1 Planned interruptions
We schedule maintenance outside office hours as far as possible and announce it through platform signals and e-mail. Planned interruptions give no right to a refund.
8.2 Unexpected outages
In the event of prolonged unexpected outages (longer than the SLA limit defined in the terms and conditions) you can request a service credit. Service credits are granted as balance, not as a refund in money.
8.3 Discontinuation of an application (sunset)
If we discontinue an application (see section 4.1), we announce it at least 90 days in advance. Any remaining balance and converted voucher credits keep their validity period and can be used for other services.
9. Indirect purchases through umbrella organisations or sponsors
If your subscription is paid by a third party (a sponsor, an umbrella organisation, an employer), the arrangements between you and that third party apply. Refund requests for subscriptions paid by third parties run through that third party. We cannot grant you a refund directly on a payment we did not receive from you.
If a third party does not pay an invoice and we put your subscription in your own name ("sponsor-fail-cascade"), a new payment obligation arises for you; this is not a refund situation.
10. Contact and escalation
10.1 Requesting a refund
You can request refunds through:
- Your customer portal: the "Question about this invoice" button on every invoice.
- E-mail: info@lsqapps.com.
- Our automated billing assistant in your dashboard, which can help immediately within the limits set in this policy.
With every request, please state: the invoice number, the refund amount you want, and the reason.
10.2 Handling times
We aim for a first response within 5 working days and for final handling within 14 working days of receiving your request.
10.3 Complaints procedure
If you disagree with our decision on your refund request, you can submit a formal complaint to info@lsqapps.com with the subject "Refund complaint". Consumers can also turn to the Dutch disputes committee (geschillencommissie) and ultimately to the competent court — see section 13 of our terms and conditions.
11. Changes to this policy
We may change this policy in order to comply with changing legislation or business circumstances. Material changes are announced at least 30 days in advance through platform signals and e-mail. Requests submitted before a change remain subject to the old policy.