1. Introduction
- 1.1This Refund Policy governs refunds, statutory withdrawal rights, treatment of one-time video-analysis packs, included AI explanation request limits, technical remedies, and payment disputes relating to digital services provided through the FencingMonitor Service.
- 1.2The Services are provided by M2M TECHNOLOGY EQUIPMENT SRL. VAT ID: RO21565822. Registration No.: J2017005293238. Registered address: No. 16 Teiului Street, First Floor, Room 1, Domnești, Ilfov County, Romania.
- 1.3Contact: office@fencingmonitor.com. Support: office@fencingmonitor.eu.
2. Merchant of Record
- 2.1Payments for the Services are processed by Paddle.com Market Ltd, acting as Merchant of Record.
- 2.2Within the scope of its role, Paddle is generally responsible for billing, payment processing, tax calculation, tax collection, invoicing, and payment-routing infrastructure.
- 2.3Where a refund is approved, it is generally issued through Paddle’s payment infrastructure or another mechanism used by the Merchant of Record.
- 2.4The Provider remains responsible for the Service itself, including service design, technical execution logic, Video Analysis consumption logic, AI explanation request counting logic, technical refusal logic, and Provider-side review of whether the Service was executed or materially failed.
- 2.5This Policy keeps payment handling by the Merchant of Record separate from Provider-side assessment of service execution. For transactions processed by Paddle, the applicable Paddle Buyer Terms and Paddle Refund Policy also govern transaction-level refund and withdrawal rights.
3. Digital Nature of the Services
- 3.1The Service provides digital outputs generated through automated computational systems and artificial intelligence models.
- 3.2The Services may include AI-assisted video analysis, biomechanical modeling, motion and fencing-action detection, measurement and reporting of metric states, analytical reports and metrics, and AI-generated explanations linked to FencingMonitor reports and video-based analytical outputs. Metric states describe measured or interpreted movement features, not person-level categories.
- 3.3FencingMonitor does not sell unlimited conversational AI access. AI explanation requests are limited digital-service interactions tied to the purchased package and the FencingMonitor analysis context.
- 3.4Many features generate user-specific digital outputs because results are produced from uploaded content, the selected analysis context, or direct user interaction with the software.
- 3.5Because the Service is digital and generates user-specific outputs, Provider-side refund assessment depends on whether execution has begun, whether valid output has been delivered, whether a technical failure is attributable to the Provider, and whether the applicable Paddle terms or mandatory consumer law require a different result.
4. One-Time Video-Analysis Packs and AI Request Limits
- 4.1Access to certain functionality requires the purchase of one-time video-analysis packs or other expressly described one-off digital-service access. Included AI explanation requests form part of the selected FencingMonitor product and are not sold separately.
- 4.2Unless a different allowance is expressly stated in the selected product pack, each purchased video includes up to 60 AI explanation requests.
- 4.3AI explanation requests may include report explanations, follow-up answers, progress-related views, versus or comparative views, alternative explanations, and regenerated AI interpretations.
- 4.4AI explanation requests form part of the digital service associated with the purchased product and have no independent monetary value.
- 4.5Included Video Analyses and AI explanation request limits are service entitlements attached to the selected product and have no independent monetary value.
- 4.6Users may purchase one-time video-analysis packs or other one-off packages, depending on the active product configuration. An included Video Analysis or AI explanation request is consumed only when the applicable qualifying processing event is completed in accordance with the Service Scope and Limitations and the service workflow in effect.
- 4.7Unused Video Analyses included in a purchased pack do not expire and remain available until used, unless the associated transaction is refunded or reversed, the corresponding product entitlement is withdrawn, or applicable law or Paddle’s transaction-level rules require another result. AI explanation request limits remain governed by the purchased product configuration.
- 4.8Unused Video Analyses or unused AI explanation requests are not separately redeemable for cash or refundable on a pro-rata unit basis, subject to the applicable Paddle Buyer Terms, Paddle Refund Policy, mandatory law, and any express exception in this Policy.
5. Start of Service Execution
- 5.1Service execution begins when the User initiates a paid, pack-related, or AI-related action and computational processing actually begins for the requested operation.
- 5.2Depending on the workflow in effect, this may occur when or after the User uploads video content, initiates analysis, requests a report explanation, asks a follow-up question, requests a progress view, requests a versus or comparative view, triggers a regenerated explanation, submits prompts or commands, or performs another clearly identified execution-triggering action in the product flow.
- 5.3Processing logs, execution timestamps, account records, technical system records, Video Analysis consumption records, AI generation logs, package allowance records, and AI explanation request counters may be generated automatically by the Service.
- 5.4A Video Analysis is completed and consumed only when processing has finished and a valid analytical report has been generated or made available. An AI explanation request is completed and consumed when a valid AI-generated explanation or other applicable explanatory response has been generated or made available. A counter entry alone does not establish valid completion.
6. Withdrawal and Consumer-Law Interface
- 6.1Where applicable law grants Consumers a right of withdrawal for online purchases, that right is subject to the rules governing digital content, digital services, and performance that begins before the end of the withdrawal period.
- 6.2Where the Service begins immediately after user initiation and the Consumer has expressly requested immediate performance and, where required, acknowledged the applicable consequence for withdrawal rights, the right of withdrawal may be lost or limited after the Consumer starts using or benefiting from the digital Service, to the extent permitted by applicable law and the applicable Paddle Buyer Terms.
- 6.3This rule is particularly relevant to user-specific digital services generated from uploaded content through AI processing, video analysis, AI explanation requests, or direct user interaction.
- 6.4The loss or limitation of withdrawal rights must correspond to an actual request for immediate performance and an actual execution commencement event in the service flow in effect. This Policy does not rely on vague blanket waiver wording.
- 6.5Nothing in this Refund Policy overrides non-waivable consumer rights that apply under mandatory law.
7. General Refund Rule
- 7.1Subject to the applicable Paddle Buyer Terms, Paddle Refund Policy, and mandatory law, a Video Analysis or AI explanation request is treated as consumed under the Provider’s service logic only after the applicable processing has completed and valid output has been generated or made available.
- 7.2Dissatisfaction with AI outputs, disagreement with analytical results, subjective disagreement with action detection, a different interpretation of biomechanical metrics, incorrect assumptions regarding the functionality of the Service, failure to achieve desired training outcomes, disagreement with AI-generated metric states or metric-level evaluations, or exhaustion of the included AI explanation request allowance do not by themselves establish a Provider-side service defect or a Provider-side basis to recommend a refund.
- 7.3Reaching, using, consuming, or exhausting the included AI explanation request allowance does not by itself establish Provider-side non-delivery, malfunction, or non-conformity; transaction-level refund and withdrawal rights remain subject to the applicable Paddle terms and mandatory law.
- 7.4AI outputs represent analytical interpretations generated by probabilistic computational models and are not guaranteed factual determinations.
- 7.5Disagreement with an output does not by itself establish a defect, non-delivery, or entitlement to a refund.
- 7.6If Paddle approves a full or partial refund, access to the corresponding product and any unused analyses or related service entitlements may cease or be adjusted to reflect the refunded transaction, without limiting any rights required by law.
- 7.7Nothing in the Provider-side rules in this Policy prevents Paddle from approving a statutory, full, partial, or discretionary refund in accordance with the Paddle Refund Policy and mandatory law.
8. Progress and Longitudinal Analysis Eligibility
- 8.1Progress or longitudinal analysis requires at least 5 eligible videos for the relevant athlete, context, or selection.
- 8.2If fewer than 5 eligible videos are available, progress or longitudinal analysis may be unavailable, restricted, or technically refused according to the product logic in effect.
- 8.3Lack of progress or longitudinal analysis for fewer than 5 eligible videos does not constitute non-delivery, malfunction, non-conformity, or grounds for refund where this limitation was disclosed in the product, Products & Pricing page, Service Scope and Limitations, Terms and Conditions, or related service documentation.
- 8.4Changing the selected video set, analysis context, comparison context, or report mode may create a new digital-service event and may consume AI explanation requests or other applicable allowances according to the product configuration in effect.
9. Video Quality and Technical Limitations
- 9.1The accuracy and reliability of analysis depend in part on the technical characteristics of the uploaded video.
- 9.2The Service may evaluate characteristics such as resolution, frame rate, camera positioning, lighting conditions, visibility, and pose-detection confidence.
- 9.3Users should follow the Video Recording Guide published on the Service website.
- 9.4The Video Recording Guide may distinguish between minimum recording conditions and recommended recording conditions.
- 9.5Failure to satisfy recommended conditions may result in reduced analysis quality, incomplete detection, uncertain results, or reduced interpretability.
- 9.6Failure to satisfy minimum conditions may result in justified technical refusal, inability to generate meaningful output, or another platform response defined by the service flow in effect.
- 9.7User-side input-quality failures do not by themselves constitute a defect in the Service and do not by themselves create entitlement to a refund.
- 9.8A justified technical refusal caused by unsuitable user-supplied input must be distinguished from a Provider-side technical malfunction.
- 9.9Where no valid analytical output is produced, the affected Video Analysis is not treated as consumed after verification. If it was deducted before the failure became apparent, the User may request technical review and restoration.
10. Unused Video Analyses and Unused AI Requests
- 10.1Unused Video Analyses included in a purchased pack do not expire and remain available until used, unless the associated transaction is refunded or reversed, the corresponding product entitlement is withdrawn, or applicable law or Paddle’s transaction-level rules require another result.
- 10.2Unused Video Analyses are not separately redeemable for cash or refundable on a pro-rata unit basis, subject to the applicable Paddle Buyer Terms, Paddle Refund Policy, mandatory law, and Provider-side review of any technical or billing error.
- 10.3Unused AI explanation requests included in a purchased pack are not separately refundable, exchangeable, transferable, resellable, or redeemable for cash, unless mandatory law requires otherwise.
- 10.4Where no valid analytical output or valid AI-generated response is produced, or where a technical malfunction causes duplicate or otherwise invalid consumption, the Provider may restore the affected Video Analysis or AI explanation request, reprocess the request, correct the counter, or support another appropriate remedy depending on the actual circumstances and product logic in effect.
11. Provider-Side Technical Remedies and Refund Review
- 11.1Provider-side review may support a technical remedy or a refund recommendation to Paddle where the Service cannot produce valid output, where a demonstrable technical malfunction attributable to the Provider prevents execution, causes invalid duplicate charging or consumption, or materially fails before valid output delivery. This Provider-side review does not limit any refund or withdrawal right available under the applicable Paddle Buyer Terms, Paddle Refund Policy, or mandatory law.
- 11.2Examples may include platform outage preventing processing, system failure during analysis, processing-pipeline errors preventing output generation, a duplicate charge with no valid service allocation, duplicate Video Analysis consumption for the same qualifying execution event, duplicate AI request counting caused by Provider-side technical malfunction, or another objectively provable failure attributable to the Provider and supported by the service records.
- 11.3Depending on the circumstances, the appropriate Provider-side remedy may be restoration of a Video Analysis or AI explanation request, replacement access, reprocessing, correction, or a refund processed through Paddle where applicable.
- 11.4Eligibility for an exceptional refund or other remedy will be evaluated on the basis of platform execution logs, AI processing records, AI generation logs, request counters, package allowance records, transaction records, account records, and technical system logs.
- 11.5User dissatisfaction, disagreement with interpretation, poor user-supplied video quality, exhaustion of AI explanation requests, abusive use, or attempted bypass of usage limits do not by themselves qualify as exceptional grounds for a refund.
12. Payment Disputes and Chargebacks
- 12.1A chargeback occurs when a User disputes a payment through a bank, card issuer, or another payment intermediary.
- 12.2Before initiating a payment dispute, Users should first contact the Provider and, where appropriate, Paddle, in an attempt to resolve the matter.
- 12.3If a chargeback or payment reversal is initiated, access to the relevant product may be temporarily suspended while the matter is reviewed. Evidence of fraud, refund abuse, or manipulative conduct may lead to further restrictions under the applicable Paddle terms, FencingMonitor Terms and Conditions, and Acceptable Use Policy.
- 12.4In the event of a payment dispute, the Provider may submit evidence including service execution logs, AI processing timestamps, AI generation records, request counters, package allowance records, account access records, transaction records, and technical system logs to show whether valid output was generated or made available in accordance with the service flow in effect.
13. Refund Request Procedure
- 13.1For transactions processed by Paddle, refund or withdrawal requests may be submitted directly to Paddle using the routes available in the transaction receipt, Paddle Buyer portal, or Paddle Buyer Support at paddle.net.
- 13.2Users may also contact FencingMonitor at office@fencingmonitor.com or office@fencingmonitor.eu for Provider-side technical review or assistance concerning service execution, including the account email, transaction reference, and a reasonably clear description of the issue.
- 13.3Paddle handles transaction-level refund processing for Paddle-processed transactions, while FencingMonitor may provide service-execution information or recommend an appropriate Provider-side remedy.
- 13.4Submission of a request to either party does not by itself determine eligibility; the applicable Paddle terms, mandatory law, and the facts of the transaction govern.
14. Mandatory Consumer Rights
- 14.1Nothing in this Refund Policy limits or excludes rights that cannot be waived under applicable consumer protection law or mandatory rules governing digital content and digital services.
- 14.2Where mandatory legal provisions require refunds, price reduction, repair-equivalent remedies, re-supply, conformity remedies, or other non-waivable protections, those provisions prevail.
15. Relationship to Other Documents
- 15.1This Refund Policy should be read together with the Terms and Conditions, Service Scope and Limitations, AI Disclaimer, Acceptable Use Policy, Cookie Policy, Privacy Policy, Video Recording Guide, and, for Paddle-processed transactions, the applicable Paddle Buyer Terms and Paddle Refund Policy.
- 15.2These documents collectively describe the nature of the Service, its technical boundaries, service-execution logic, AI-output boundaries, AI explanation request limits, acceptable-use rules, and the conditions under which refunds or other remedies may or may not apply.
- 15.3Within its subject-matter domain, this Refund Policy describes Provider-side service-remedy assessment and treatment of unused service entitlements. For Paddle-processed transactions, transaction-level refund and withdrawal rights remain governed by the applicable Paddle Buyer Terms, Paddle Refund Policy, and mandatory law; where there is an inconsistency, those applicable higher-order rights and terms prevail.
16. Policy Updates
- 16.1This Refund Policy may be updated periodically to reflect legal, operational, technical, payment-stack, product, AI-request-accounting, or vendor-related changes.
- 16.2Users will be informed of material updates where required by law.
- 16.3Continued use of the Service after updates take effect may constitute acceptance of the revised policy to the extent permitted by applicable law, but does not override any non-waivable consumer rights.
17. Contact
- 17.1M2M TECHNOLOGY EQUIPMENT SRL.
- 17.2Contact: office@fencingmonitor.com.
- 17.3Support: office@fencingmonitor.eu.
- 17.4Address: No. 16 Teiului Street, First Floor, Room 1, Domnești, Ilfov County, Romania.
- 17.5Product: FencingMonitor.