At PGM.STUDIO you get money back in two cases: under the money-back guarantee for your first purchase, and after a withdrawal as a consumer. You can trigger both yourself, without giving reasons.
This article summarizes the rules. Only the text of our terms and conditions is binding, sections 7 to 9 there, and of those the German version. The version that stood there at the time of your purchase applies.
The two cases at a glance
| Guarantee for the first purchase | Withdrawal | |
|---|---|---|
| For whom | consumers and businesses | consumers only |
| For which purchase | the first only, once per customer | every purchase |
| Period | 30 days from the purchase | 14 days from the day the contract was concluded |
| Further condition | fewer than three days used | none |
| What you get back | the full purchase price | the purchase price minus the days used |
The money-back guarantee for the first purchase
The guarantee is voluntary and applies in addition to your statutory rights. If you are not satisfied, we refund the full purchase price at your request if
- you tell us so within 30 days from the purchase, and
- you have used fewer than three days by then.
For the days you have used by then we charge nothing. The guarantee applies once per customer and only to the first purchase.
Withdrawal for consumers
If you buy as a consumer, you have a statutory right of withdrawal on every purchase. The period is fourteen days from the day the contract was concluded. It is enough that you send the withdrawal before the period ends. Businesses have no right of withdrawal; for them only the guarantee applies.
When you buy, you request with a checkbox that we begin with the service before the withdrawal period ends, as soon as you open your studio. If you withdraw after that, we keep, for every day of this purchase that was already used, the share of the purchase price that falls on one day: the purchase price divided by the number of days bought. The rest we pay back to you. The amount kept is rounded down to the cent.
An example: with the package of 30 days, one thirtieth of the purchase price falls on each day. If you have used four days and withdraw, we keep four thirtieths and pay the rest back to you.
Two special cases:
- If you have used all days of the purchase, there is nothing to pay back.
- If the purchase also meets the conditions of the guarantee, we keep nothing.
How to ask for the refund
There are three ways:
- Signed in, in your account under “Erstattung” (refund). There you see your purchases, and the repayment is initiated at once. This is the fastest way and works for the guarantee as well as for the withdrawal.
- Without signing in, through the form Withdraw from contract. You give your name, the purchase you are withdrawing from, and an e-mail address. We confirm receipt to you by e-mail without delay.
- With a message to info@pingup.de. Say which purchase it is about, for example with the date of purchase and the package.
For the withdrawal any unambiguous statement is enough, a letter too. The model withdrawal form and our postal address are in the terms and conditions.
How fast the money arrives
We pay refunds without delay, within fourteen days at the latest. The money goes back the way you paid. You are charged no fees for the repayment after a withdrawal.
What happens to the days
A purchase is always reversed as a whole. We do not take back single days of a package, and there are no partial refunds. So if you bought the package of 30 days, you cannot return ten of them.
With the refund, the days of this purchase that were not yet used are taken off your balance. Days from other purchases are not affected.
What is no case for a refund
Beyond the two cases we do not refund the price of days bought, unless the law makes it mandatory. That is rarely a disadvantage, because days you bought do not expire: what you do not need now, you use later.
An outage of the studio is a case of its own. If your studio fails on a paid day for reasons we are responsible for, we credit the day back to you. More on that in Studio outage: when you get the day back.