REFUND POLICY

Effective Date: January 12, 2026

This Refund Policy (hereinafter referred to as the "Policy") regulates the relationship between the Prooflooker Service (hereinafter referred to as the "Provider") and the user of the Prooflooker service (hereinafter referred to as the "User") regarding the reimbursement of paid funds.

We operate in compliance with the Law of Ukraine "On Protection of Consumer Rights" and international standards for the provision of digital services.

1. GENERAL REFUND CONDITIONS

1.1. The User has the right to request a full refund within 14 (fourteen) calendar days from the moment of purchasing a credit package (Tariff Pack).

1.2. A refund is granted exclusively on the condition that the service has not been used. In the context of the Prooflooker service, this means that not a single Credit has been used from the purchased package.

1.3. If the User has made a purchase but has not uploaded a resume and has not initiated any verification, they are entitled to a 100% reimbursement of the package cost.

2. PARTIAL USE AND REFUND DENIAL

2.1. Package Deal: Credits are sold in packages (Starter, Pro, Business Pack). A package is considered a single, indivisible product.

2.2. Package Usage: If the User has used at least 1 (one) Credit from the purchased package, the package is considered "used" ("unpacked"). In this case, no refund (full or partial) is granted.

2.3. The Provider does not refund funds in the following cases:

The User is dissatisfied with the verification result (e.g., the candidate's experience was not confirmed).

The Referee (candidate's contact person) did not respond to the request (the Service is considered rendered upon the successful dispatch of requests).

The User made a mistake when entering data (e.g., provided an incorrect email for the candidate).

The account was blocked for violating the Terms of Use (fraud, spam).

3. REFUNDS DUE TO TECHNICAL FAILURES

3.1. If a Credit was deducted but the service was not rendered due to a proven technical failure on the Provider's side (server error, API failure), we undertake to:

Primary Action: Restore the deducted Credit to the User's account balance free of charge.

Secondary Action: If restoring the service is impossible, refund the funds for the specific transaction.

4. REQUEST PROCEDURE (For Card Payments)

4.1. Send an email to [email protected] with the subject line: Refund Request / [Your Email].

4.2. Indicate the transaction date, amount, and receipt number (Monobank or payment gateway reference).

4.3. Review time: 48 hours. Crediting to the card: 3 to 14 banking days.

5. CURRENCY CONDITIONS

Since payments are processed in Ukrainian Hryvnia (UAH), the refund amount equals the deduction amount in UAH as recorded in the receipt. The Provider does not compensate for exchange rate differences if the currency exchange rate (e.g., USD/UAH) has changed between the purchase and the refund.

6. SPECIAL CONDITIONS FOR LEGAL ENTITIES (INVOICE PAYMENTS)

If the payment was made via bank transfer to the Provider's bank account (IBAN) based on an issued Invoice, the following additional rules apply:

6.1. Official Letter: Refunds are processed only based on an official letter from the payer company (signed by the director and stamped, if applicable), stating the reason for the refund and providing full bank details.

6.2. Bank Details: Refunds are possible exclusively to the same bank account (IBAN) from which the payment originated. Refunds to personal cards of employees or third-party accounts are prohibited.

6.3. Act of Services Rendered:

If the Parties have already signed the Act of Services Rendered (Acceptance Act) for the relevant period/package, the service is considered fully accepted, and a refund is impossible.

A refund request can only be satisfied before the signing of the Act and provided that Credits have not been used. 6.4. Documentation: In the event of a refund, the Parties undertake to sign a Reconciliation Act or a Letter regarding the return of erroneously transferred funds for correct tax accounting. 6.5. Bank Commissions: All bank commissions related to the transfer of funds (both during the initial payment and the refund) are borne by the User and are not reimbursed by the Provider.

7. ANTI-FRAUD & CHARGEBACKS

Initiating a chargeback procedure (bank dispute) without a prior request to our support team will result in the immediate and permanent blocking of the account and the addition of the User's data to the Service's blacklist.

Contact Information:

Email: [email protected]