Rückerstattungsrichtlinie

Swiss Trust Layer AG is a software provider delivering digital products and services, including access to software applications, subscriptions, software licenses, and related support or professional services as offered at the time of purchase. This Refund Policy defines the rules governing payments, refunds, and credits for all purchases made from Swiss Trust Layer AG.

This policy is intended for customers, users, procurement teams, and internal personnel who administer billing or customer care. Where Swiss Trust Layer AG provides additional contractual documents (such as an order form, service schedule, or enterprise agreement), this policy applies unless explicitly superseded by written terms signed by Swiss Trust Layer AG.

This policy is issued under the authority of Swiss Trust Layer AG management. Any translation is provided for convenience only; the version designated by Swiss Trust Layer AG as controlling will prevail, subject to mandatory consumer protection rules that cannot be waived.

2.1 Global Applicability. This Refund Policy applies worldwide to all customers and payers purchasing, renewing, or upgrading any Swiss Trust Layer AG product or service, regardless of the customer's country of residence, the place of payment, or the location from which services are accessed.

Where local law provides mandatory rights that apply to a customer and cannot be contractually excluded, Swiss Trust Layer AG will comply with those mandatory requirements. In all other cases, the no-refund principle and 'all sales are final' rule apply in full.

2.2 Covered Transactions. This policy applies to all fees and charges, including subscription fees, license fees, usage-based charges, implementation fees, onboarding fees, support fees, training fees, professional services fees, and any other charges described in an invoice, order form, or commercial document.

Swiss Trust Layer AG provides digital services that may include immediate access to software platforms, cloud-based features, credentials, activation keys, API access, or account provisioning. Because these services may be delivered instantly or begin processing upon purchase, Swiss Trust Layer AG treats performance as commencing at or shortly after order confirmation.

Customers acknowledge that, once access is granted or provisioning begins, Swiss Trust Layer AG incurs operational costs and delivers value that cannot be returned in the same manner as physical goods. This supports the all-sales-final approach set forth in this Refund Policy. Services may be offered as subscriptions (monthly, annual, multi-year), term licenses, or usage-based arrangements. Unless otherwise stated, charges are billed in advance for the applicable billing cycle.

4.1 All Sales Are Final. All payments made to Swiss Trust Layer AG are final. Swiss Trust Layer AG does not provide refunds, returns, or credits for any services, including subscriptions, licenses, renewals, upgrades, usage charges, professional services, support, training, onboarding, or any other fees. This no-refund rule applies regardless of whether services are used, partially used, or unused.

Customers are responsible for reviewing product information, service scope, system requirements, and contractual terms before purchasing. By placing an order, the customer confirms that the purchase decision is informed and voluntary.

4.2 No Pro-Rata Refunds. Swiss Trust Layer AG does not offer pro-rata refunds for partial billing periods or unused time remaining in a subscription term. Cancellation (where permitted) stops future renewal billing but does not trigger any refund for the current or prior period. Swiss Trust Layer AG does not provide retroactive price adjustments, credits due to non-use, or refunds due to customer preference changes.

Swiss Trust Layer AG is organised and operated in Switzerland and structures its commercial relationships under Swiss law. This policy is intended to align with Swiss contract law concepts relevant to digital service delivery, agreed pricing, agreed performance, and the allocation of contractual risk.

Nothing in this policy is intended to exclude or limit mandatory rights that may apply under Swiss law in circumstances where such rights cannot be waived (for example, in cases of unlawful intent or gross negligence). Outside mandatory legal constraints, Swiss Trust Layer AG's policy position is that fees for digital services are non-refundable.

Some jurisdictions may impose mandatory consumer protections, statutory withdrawal rights, or non-waivable remedies. Where such mandatory rules apply and cannot be excluded, Swiss Trust Layer AG will comply with them to the minimum extent required by law.

Any exception to this Refund Policy, including any refund, partial refund, credit, ex gratia payment, or billing adjustment, may be granted only at the sole and exclusive discretion of Swiss Trust Layer AG. No employee, contractor, reseller, or agent is authorised to promise or imply a refund unless explicitly authorised in writing by Swiss Trust Layer AG management.

The existence of a prior exception does not create a precedent, obligation, or expectation of future exceptions. Swiss Trust Layer AG may deny any request for an exception without providing a reason, except where disclosure is required by applicable law.

Where Swiss Trust Layer AG elects to review a request, it may consider factors including service delivery status, evidence of material billing error, duplicated charges, fraud indicators, and whether access was provisioned and used.

If Swiss Trust Layer AG chooses to accept a request for review, the customer must submit a written request through the official support or billing channel. Requests must be submitted by an authorised representative of the customer who can verify account ownership and payment details. Submitting a request does not suspend payment obligations or create any right to a refund or credit.

The customer may be asked to provide transaction identifiers, invoice numbers, payment confirmations, the account email or tenant ID, and a concise explanation of the issue. If Swiss Trust Layer AG grants a discretionary refund, it will be processed to the original payment method where feasible. Processing times may vary by payment provider, and Swiss Trust Layer AG is not responsible for external processing delays.

Swiss Trust Layer AG's no-refund policy limits Swiss Trust Layer AG's financial exposure arising from the purchase and use of digital services. Customers agree that fees paid are non-refundable and that their primary remedy for service-related concerns is to seek support or troubleshooting. Swiss Trust Layer AG is not liable for indirect, incidental, special, consequential, or punitive damages arising out of purchase decisions, non-use, cancellation, or dissatisfaction with the services.

Customers should contact Swiss Trust Layer AG billing support before initiating a chargeback or payment dispute. Where a chargeback is initiated, Swiss Trust Layer AG may suspend access or terminate services until the dispute is resolved. To the extent permitted by law, Swiss Trust Layer AG may recover chargeback-related costs where the chargeback is determined to be improper.

To the maximum extent permitted by applicable law, this Refund Policy is governed by Swiss law, without regard to conflict-of-law principles. The competent courts at Swiss Trust Layer AG's registered office in Feusisberg, Switzerland shall have exclusive jurisdiction over disputes arising from or relating to this Refund Policy. Mandatory consumer jurisdiction rules (where applicable and non-waivable) remain unaffected.

Registered Office: Swiss Trust Layer AG, Dorfstrasse 2d, 8835 Feusisberg, Switzerland

Billing / Support Contact: billing@swisstrustlayer.com · support@swisstrustlayer.com

This policy is enforced by Swiss Trust Layer AG billing and customer operations teams and applies to all purchases unless a written, management-authorised exception states otherwise. Any waiver must be explicit, in writing, and formally approved by Swiss Trust Layer AG.

Approver: Swiss Trust Layer AG Management