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Refund and Cancellation Policy

Last updated 26 October 2026

You have a legal right to change your mind about most online purchases within 14 days. This page explains how that works here, where it stops applying, and how to ask for your money back.

We do not run subscriptions and nothing renews automatically. Every purchase is a one-off. You will never be charged again unless you deliberately buy something else.

Your 14-day right to cancel

You can cancel a purchase within 14 days of buying it and get a full refund — no reason needed. This right comes from the EU Consumer Rights Directive. We are a Hungarian company, so we apply it as Hungary has implemented it, in Government Decree 45/2014 (II. 26.), together with the consumer rules of the Hungarian Civil Code. We apply it the same way to everyone, wherever you live, and if the law of your own country gives you more, you get that too.

The one exception, and it is an important one: digital content delivered immediately. When you buy attempts and then use one to generate a report, you have received the digital content, and the law lets you give up your cancellation right in exchange for getting it straight away. You tick a box at checkout saying so, and the receipt we email you confirms it.

Cancelling online

The quickest way to cancel is the Withdraw from contract here link, at the bottom of every page and on your account page. Give your name and say which purchase, press Confirm withdrawal, and we email you a confirmation of what you sent and when, straight away. You do not have to be signed in, and you do not have to give a reason.

It is there for the 14 days after each purchase. A withdrawal sent before the end of the 14th day is on time, however long we then take to deal with it.

What that means in practice

  • Unused attempts: full refund, 14 days. If you have bought a plan or top-up and not generated a report with it, ask within 14 days and we will refund you in full.
  • Attempts you have used: no automatic right to a refund. Once a report has been generated for you, that part of the purchase has been delivered, and you agreed at checkout to receive it immediately.
  • Partly used purchases: we refund the part you have not used. Buy three attempts, use one, change your mind in the first 14 days — you get two thirds back.
  • The follow-up bundle counts as used once you have generated any follow-up roadmap with it.
  • Access through your university is free to you, so there is nothing to refund. What the university paid is between it and us. If a report you got that way fails or is faulty, tell us and we will regenerate it or restore the attempt.

Your separate rights if something is faulty

The 14-day right and your faulty-content rights are two different things. The 14 days are about changing your mind. The rights below are about something being wrong, and they are not limited to 14 days.

Digital content you buy must be as described, fit for its purpose, and of the quality you would normally expect. This comes from the EU Digital Content Directive — in Hungary, Government Decree 373/2021 and the consumer rules of the Civil Code, and elsewhere in the European Union, your own country’s rules implementing the same directive. If it is not as it should be, you are entitled to:

  • a repair or replacement — for us, regenerating the report or restoring the attempt — within a reasonable time and without significant inconvenience to you; and
  • a price reduction, or to end the contract and get your money back, if that does not work or is not possible.

If our digital content damages your device or other content, and it would not have done had we taken reasonable care, you are entitled to compensation.

Under Hungarian law this is the legal guarantee of conformity (kellékszavatosság). Tell us about a fault without delay — within two months of noticing it is always in time. You can rely on it for two years from when the content was supplied, and for the first year the fault is presumed to have been there from the start. You may not fix a fault yourself at our expense. The product warranty (termékszavatosság) covers only physical goods, and we do not offer a commercial guarantee (jótállás).

Outside the European Union, you keep whatever rights the consumer law of your own country gives you if something is faulty.

Nothing in this policy or in our terms takes those rights away, and we cannot ask you to give them up.

When we refund anyway

The above is the legal minimum. We would rather have a person who felt fairly treated than €3. We will refund you outside those rules if:

  • Something broke — your report failed to generate, came back empty, or an attempt was taken without you getting anything for it
  • You were charged twice for the same thing
  • The report you received is obviously not what was described on the page you bought from

If an attempt was consumed and no report reached you, tell us and we will restore the attempt or refund it. You should not have to argue for that.

How to ask

Within the 14 days, use the withdrawal form. Or, at any time, email support@adaqno.com from the address on your account and tell us what you bought and roughly when. You do not need a reference number or a reason.

We will reply within 3 working days. Approved refunds go back to the card you paid with, through Stripe, within 14 days — usually much sooner. Your bank may take a few days after that to show it.

After you cancel. Your answers and reports are personal data, and the Privacy Policy explains how we keep them. You can download them free of charge, in a common machine-readable format, from your account settings, before or after you cancel. Once we refund you, the refunded attempts are removed from your account.

Closing your account

You can delete your account at any time from your account settings. It takes one click and it is not hidden behind an email to us.

Deleting your account does not automatically refund unused attempts, so if you want your money back, ask us before you delete — afterwards we no longer hold the records that let us work out what you were owed.

If you are not happy with the outcome

Reply and say so, and a different person will look at it again. Most disagreements end here.

You can get free, independent advice anywhere in the European Union from the European Consumer Centre in your country, which helps for free with purchases from businesses abroad. Outside the European Union, your national consumer body can advise you.

Wherever you live, you can take the dispute to a Hungarian conciliation board (békéltető testület). It is free, it is quicker than court, and we will take part in the procedure. If you live in Hungary, the board for where you live deals with it; if you do not, the board for where our registered seat is. Either way, you can ask for a different board instead. You must first have tried to settle the dispute with us. Proceedings are in Hungarian, and hearings can be held online. The national portal, bekeltetes.hu, has a form to start a case online. We have not made a general declaration accepting the boards’ decisions in advance (általános alávetési nyilatkozat), and we have not joined any other dispute resolution scheme. The eight boards, the counties each one covers, and how to reach them (where no postal address is shown, write to the address given):

You can also ask your bank or card provider about a chargeback. We would much rather resolve it with you directly, and we will not close your account for raising one. Nothing here stops you going to court.

Model cancellation form

You do not have to use this. It is here because EU consumer law requires us to make it available (in Hungary, Annex 2 to Government Decree 45/2014) — a plain email saying you want to cancel works just as well, and is faster.

To: ADAQNO Kft.

Email: support@adaqno.com

I hereby give notice that I cancel my contract for the supply of the following service:

Ordered on / received on: ................................

Name of consumer: ........................................

Address of consumer: .....................................

Email address on the account: ............................

Signature (only if notifying on paper): ..................

Date: ....................................................

Complete and return this form only if you wish to withdraw from the contract.

This page is part of the agreement between you and ADAQNO. If anything here is unclear, ask us before you buy rather than after — we would rather explain it than argue about it later.