Refund and Cancellation Policy

Effective date: 2026-05-15Version: 2.0

1.Overview and legal basis

This Refund Policy sets out the rules for refunds of fees paid for the Civora SaaS service. It is integral to the Terms of Service (ToS) and is to be read together with them.

1.2. Merchant of Record (MoR). Civora subscription fees are collected from the Customer by Dodo Payments Inc. (USA), acting as the legal seller of record (MoR). Refunds — where applicable under this Policy — are likewise processed by Dodo, returned to the same payment method used in the original transaction. Civora initiates the refund at Dodo, and the refunded amount is netted against the next Dodo payout to Civora.

1.3. The mandatory provisions of the following statutes always prevail over this Policy (this Policy can never limit a Customer's statutory rights):

Government Decree 45/2014. (II. 26.) Korm. rendelet on detailed rules of consumer-business contracts — in particular § 20 (14-day withdrawal) and § 29 (exceptions);
Civil Code (Act V of 2013 — Ptk.) Chapter XXIV on defective performance, in particular §§ 6:157–6:159 on warranty rights;
§ 17/A of Act CLV of 1997 on Consumer Protection (Fogyv. tv.) on written complaint logging and the 30-day substantive response deadline;
Hungarian provisions transposing Directive (EU) 2019/771 (digital service warranty).

2.Cancellation — how to avoid the next charge

2.1. Cancellation channel. The subscription may be cancelled at any time (a) via the Civora Dashboard (Dashboard → Billing → Manage subscription), or (b) directly via the Dodo Payments Customer Portal, accessible through the Dashboard or via the email link Dodo sends to the Customer. Cancellation takes effect at the end of the then-current billing period; the Service remains active until the end of the paid period, and no further charge occurs.

2.2. Auto-renewal. Auto-renewal can be disabled at any time via the same channels. After cancellation, the Service remains usable until the end of the current period, and then drops back to the Free tier.

2.3. Plan change. When switching between tiers (Pro ↔ Business) or cycles (monthly ↔ annual), Dodo Payments applies prorated billing: the remaining proportional value of the current plan is credited against the first charge of the new plan. Initiated via the Dodo Customer Portal.

3.Mandatory statutory refund rights — Consumer Customers only

This Policy does not exclude or limit statutory refund rights provided by mandatory Hungarian consumer-protection and contract law. In the following cases, the Customer may be entitled to a refund.

3.1. Consumer right of withdrawal — Government Decree 45/2014. (II. 26.) § 20

A Customer qualifying as a Consumer under Ptk. § 8:1(1)(3) — a natural person acting outside their trade, business, craft or profession — has a 14-day, no-reason right of withdrawal under § 20 of Government Decree 45/2014.

Counting the 14 days: the period starts on the day the contract is concluded — i.e., the day the Consumer expressly accepts the Terms during registration. The day of conclusion is not counted; on the last day the withdrawal notice may validly be sent up to 23:59:59 CET.

3.2. Loss of the right — Decree 45/2014. § 29(1)(m)

Under § 29(1)(m) of Decree 45/2014, the right of withdrawal does not apply to digital content not supplied on a tangible medium (and to services under § 29(1)(a)) where the business has begun performance with the consumer's express prior consent, and where the consumer simultaneously acknowledged that they would lose their right of withdrawal upon start of performance.

3.3. Defective performance — Ptk. §§ 6:157, 6:159

Where the Service fails substantially to deliver the contracted functionality due to a serious and persistent failure to meet the qualitative requirements set out in the contract or by law (Ptk. § 6:157(1)), and the Service Provider — despite a reasonable demand within an appropriate cure period — is unable to remedy the defect:

the Consumer Customer may, under Ptk. § 6:159(2)(a), primarily request repair or proper restoration of the Service;
where repair is impossible or the Service Provider does not perform within an appropriate period, the Consumer may, under Ptk. § 6:159(2)(b), request a proportionate price reduction (proportionate refund) or — limited by Ptk. § 6:159(2a) for digital services — withdraw from the contract;
No right of withdrawal for an insignificant defect (Ptk. § 6:159(3)).

3.4. Other mandatory refund cases. Refund also applies: (a) where Civora unilaterally terminates the Service through material breach (except termination for cause under ToS § 11); (b) demonstrable double billing of the same transaction (see § 5); (c) any case where mandatory EU or Hungarian law requires a refund.

4.B2B (Business) Customers

A Customer qualifying as a Business under Ptk. § 8:1(1)(4) — using the Service in their trade, business, craft or profession — is not entitled to the 14-day withdrawal right under Decree 45/2014, and has no automatic refund right under the general Civil Code.

Business Customers are entitled to a refund only in the following cases:

defective performance under § 3.3 (Ptk. §§ 6:157–6:159) — noting that Ptk. § 6:157(3) extends consumer-style warranty protections to micro, small, and medium-sized enterprises acting outside their professional capacity;
by separate written agreement between the parties;
where Civora unilaterally terminates the Service through material breach;
demonstrable double billing or other technical error (§ 5).

5.Double-billing, technical error

If, due to a technical error (e.g. duplicate Dodo Payments charge, faulty plan-change accounting, failed-yet-charged payment, banking reversal error), the Customer has been charged without legal basis, the Service Provider will, after identifying the error, initiate a refund of the erroneous amount within 8 business days through Dodo Payments. Dodo will return the refund to the same payment method used for the original transaction.

Please report such cases to hello@civora.hu, including the Dodo transaction ID or the Dodo invoice number. The Dodo transaction ID and invoice number can be found in the confirmation email Dodo sent and in the invoice history inside the Dodo Customer Portal.

6.Chargeback (card-issuer reversal)

A card chargeback does not substitute a refund request under this Policy. Before initiating a chargeback with your bank, please contact Civora customer support first at hello@civora.hu — most disputes can be resolved by direct communication within a few business days.

In case of an unjustified chargeback (i.e., a reversal that Civora and Dodo can substantiate with evidence), the Service Provider reserves the right to:

suspend the Customer's account with immediate effect (ToS § 11.1);
defend the disputed transaction with Dodo Payments using appropriate evidence — Dodo adjudicates within its own chargeback procedure;
where defence is unsuccessful, pass on to the Customer the chargeback fee incurred by Civora (including the fee charged by Dodo);
terminate the contract for cause in case of repeated or wilful chargeback abuse.

7.How to request a refund in the exception cases

Where any of the cases in §§ 3, 5 or 6 applies, please send an email containing the following:

Email: hello@civora.hu
Subject: "Refund request — [your account-registered email]"
Body: Dodo transaction ID or Dodo invoice number; reason (14-day withdrawal / defective performance / double-billing / other); supporting documents (e.g. screenshot of the error, original registration confirmation, Dodo-issued invoice).
Identity: Send the request from your registered email so we can quickly verify entitlement.

7.1. Processing timelines

Receipt acknowledgement: Civora acknowledges receipt electronically within 2 business days.
Substantive response: under § 17/A of the Fogyv. tv., we provide a substantive, reasoned response to a complaint within 30 days.
Refund initiation at Dodo: where the request is well-founded, Civora initiates the refund with Dodo Payments within 3 business days of concluding its review.
Refund arrival to the Customer: Dodo typically credits the Customer's payment method — depending on payment-provider processing times — within 5–10 business days for card payments, 2–5 business days for bank transfers.

7.2. Consequences of refusal + remedies

If Civora refuses the refund request, the substantive response under § 7.1 will inform the Consumer of the bodies they may turn to:

Conciliation board (Fogyv. tv. §§ 18–37/A): the Consumer may turn to the conciliation board alongside the chamber of commerce of their place of residence, or, in Budapest, the Budapest Conciliation Board (https://bekeltet.bkik.hu). Conciliation is free for the Consumer, and Civora has a statutory cooperation obligation under Fogyv. tv. § 29(11).
EU Online Dispute Resolution platform: for cross-border EU consumer disputes the European Commission ODR platform is available: https://ec.europa.eu/consumers/odr.
Court action: the Consumer may bring an action; the lawsuit may be initiated before the court of the Consumer's place of residence under the general civil procedure rules.
Consumer-protection authority: a complaint may also be filed with the territorially competent district office (járási hivatal) consumer protection department.

8.Partial and pro-rata refunds

8.1. Pro-rata refund for defective performance. The proportionate price reduction under § 3.3 (Ptk. § 6:159(2)(b)) is calculated based on the proportion of the affected period during which the Service was inoperable or substantially diminished in functionality, as a fraction of the monthly / annual fee.

8.2. Reversal of promotional discount. Where the refunded transaction included a promotional coupon discount, the refund applies to the actually paid (discount-reduced) amount; the coupon remains "redeemed" — unless the coupon is re-redeemable per the ToS or § 6.4 allows reactivation (B2B coupon reactivation).

8.3. Refund after partial use. If the Customer withdraws based on defective performance (§ 3.3) and has already used the Service before the defect emerged, the Service Provider may retain a proportionate fee for the already-used period and only refund the proportional fee for the remaining period — except where the defect was so serious and persistent that the Service provided no meaningful benefit to the Customer.

9.Effective date and changes

This Refund and Cancellation Policy v2.0 takes effect on 2026-05-15 and supersedes the previous v1.0. Amendments follow the procedure in ToS § 12.

This Policy cites the referenced Hungarian statutes in their state as of 27 March 2026 (Hungarian National Legislation Database — njt.hu).