Refund Policy

Welcome to Chickitik's Refund Policy!

At ITcoti Oy, we are committed to ensuring customer satisfaction and provide a fair and transparent refund policy.

What this document covers:

This Refund Policy explains:

• When and how you can receive a refund for your subscription

• Refund conditions and timeframes

• The refund request process

• Your rights as a consumer

Our commitments:

We commit to:

• Comply with EU consumer protection legislation

• Process all refund requests fairly and quickly

• Provide clear information about our refund terms

• Respect your refund rights

Important to know:

• This policy applies to all paid Chickitik subscriptions

• We comply with EU consumer rights laws, including the 14-day refund period

• Special rules apply to digital content

Effective date:

This Refund Policy is effective from October 31, 2025.

Chickitik offers various subscription options to access our children's book library.

Planned Subscription Types:

1. Monthly Subscription

• Automatic renewal every month

• Can be cancelled at any time

• Billed monthly

2. Annual Subscription

• One-time payment for 12 months

• Savings compared to monthly subscription

• Automatic renewal after one year

3. Family Subscription

• Access for multiple child profiles

• Ability to create profiles for each child

• Individual settings for each profile

Free Trial Period:

A free trial period may be available for new users (details will be provided during subscription).

What's Included:

• Full access to children's book library

• Audio and text versions of books

• Bookmark and favorites features

• Reading progress tracking

• Age-appropriate recommendations

Important:

• All prices and terms will be displayed before subscription

• Refund policy applies to all subscription types

• Details of current subscription plans are available on our website

14-Day Refund Period (EU Right of Withdrawal):

In accordance with EU consumer protection legislation, you have the right to withdraw from your subscription and receive a full refund within 14 days of purchase.

When the period starts:

• From the moment of payment confirmation

• 14 calendar days (not business days)

• Includes the day of purchase

Specifics for Digital Content:

For digital content (such as Chickitik), the right of withdrawal may be lost if:

• You have started using the service

• You have given explicit consent to start providing the service

• You have confirmed that you understand the loss of the right of withdrawal

Our Approach:

We strive to be fair:

• If you haven't used the service — full refund

• If you used the service minimally (e.g., opened 1-2 books) — we will consider the request individually

• If you actively used the service — refund may be partial or declined

Free Trial Period:

If a free trial period is available:

• You can cancel at any time before the trial period ends

• No charges are made

• The 14-day refund period starts after the trial period ends

How to Exercise Right of Withdrawal:

Email info@itcoti.fi with subject "Withdrawal Request" within 14 days of purchase.

To receive a refund, the following conditions must be met:

Basic Requirements:

✅ Request submitted within 14 days of purchase

✅ Your account is active and not blocked

✅ No violations of our Terms of Use

✅ Payment was successfully processed and confirmed

Usage Levels and Refunds:

Full Refund (100%):

• Service not used or used minimally

• Less than 3 books opened

• Total usage time less than 30 minutes

Partial Refund (50-75%):

• Moderate use of service

• 3-10 books opened

• Total usage time 30 minutes - 2 hours

No Refund:

• Active use of service

• More than 10 books opened

• Total usage time more than 2 hours

• More than 50% of available content viewed

Additional Conditions:

• Refund provided to original payment method

• One refund per user within 12 months

• Technical issues considered individually

Refunds are not provided in the following cases:

Excessive Use:

❌ More than 10 books opened

❌ More than 50% of library viewed

❌ More than 2 hours of active use

❌ Multiple children profiles created with active use

Rule Violations:

❌ Violation of Terms of Use

❌ Violation of Community Guidelines

❌ Fraud or abuse attempts

❌ Posting inappropriate content in reviews

Expired Timeframes:

❌ More than 14 days since purchase

❌ Auto-renewed subscription (refund only for current period)

❌ Trial period ended more than 14 days ago

Repeat Requests:

❌ Already refunded within last 12 months

❌ Third and subsequent subscriptions (abuse protection)

❌ Suspected systematic abuse

Special Offers:

❌ Subscriptions purchased with discount over 50%

❌ Promo offers marked "non-refundable"

❌ Gift subscriptions (may be returned by gifter)

Technical Reasons:

❌ Payment failed or cancelled by bank

❌ Use of stolen payment information

❌ Chargeback already initiated

Important to Know:

Even if your case falls under exceptions, we may consider it individually if there are mitigating circumstances (technical issues, errors on our part).

⚠️ Important for iOS users:

If you subscribed through the iOS app (Apple In-App Purchases), refunds are handled exclusively by Apple. Visit https://reportaproblem.apple.com — we cannot process such refunds directly.

Step-by-Step Instructions (for subscriptions made on the website):

Step 1: Prepare Information

Gather the following data:

• Order ID from confirmation email

• Email used for purchase

• Purchase date

• Reason for refund request

• Problem description (if applicable)

Step 2: Send Request

Send email to info@itcoti.fi with subject "Refund Request"

Step 3: Provide Details

In the email, be sure to include:

• Your Order ID

• Account email

• Purchase date

• Reason for refund (detailed)

• Service usage level (if you remember)

• Any technical issues (if any)

Step 4: Await Response

• We will respond within 2-3 business days

• May request additional information

• Decision will be made within 5 business days

Step 5: Receive Refund

• After approval, refund will go to original payment method

• Processing time: 7-14 business days (depends on bank)

• You will receive email confirmation

Alternative Method (for urgent cases):

If you have technical issues or urgent question, put "URGENT" in email subject.

Important Tips:

• Be polite and detailed in description

• Attach screenshots of problems (if any)

• Provide accurate information

• Save all emails for reference

Total Refund Processing Time:

Stage 1: Request Review (2-3 business days)

• Receiving and verifying request

• Checking Order ID and account data

• Analyzing usage level

Stage 2: Decision Making (up to 5 business days)

• Assessing refund eligibility

• Checking account history

• Email notification of decision

Stage 3: Refund Processing (7-14 business days)

• Initiating refund through payment system

• Bank processing (depends on bank)

• Crediting to account

Total Time: 14-22 business days from request to funds received.

Factors Affecting Timeline:

• Your bank processing speed

• Payment method (card, PayPal, etc.)

• Need for additional verification

• Weekends and holidays

Expedited Processing:

In exceptional cases (technical errors on our part), we can expedite the process to 3-5 business days.

In some cases, we may provide a partial refund.

When Applied:

• Moderate service use (3-10 books opened)

• Usage time 30 minutes - 2 hours

• Request submitted within 7-14 days

• Minor technical issues

Partial Refund Amounts:

75% refund:

• Minimal use (3-5 books)

• Request in first week

50% refund:

• Moderate use (5-10 books)

• Request in 2nd week

25% refund:

• Significant use

• Special circumstances

Factors Affecting Decision:

• Number of books opened

• Total usage time

• Creating children profiles

• Presence of technical issues

• Account history

Important: Partial refund decisions are made individually by our support team.

Difference Between Cancellation and Refund:

Subscription Cancellation:

• Stops automatic renewal

• Access until end of paid period

• No refund provided

Refund:

• Money returned for current period

• Immediate loss of access

• Must meet refund conditions

How to Cancel Subscription:

📱 iOS app: Open Settings → [Your Name] → Subscriptions → Chickitik → Cancel Subscription

🌐 Website: Log into account → "Subscription" section → Click "Cancel Subscription"

After Cancellation:

• You keep access until end of current period

• No automatic renewal will occur

• You can resubscribe anytime

Important: Canceling subscription does not automatically provide refund. For refund, submit separate request.

If a free trial period is available, special rules apply.

Cancellation During Trial:

• Can cancel anytime

• No charges made

• Access until end of trial

• No automatic renewal

Refund After Trial:

• 14-day refund period starts after trial ends

• If trial is 7 days, you have 14 days after it for refund

• EU right of withdrawal applies after paid period starts

Automatic Renewal:

• At trial end, subscription auto-renews

• You will be notified 24 hours before charge

• Can cancel anytime before trial ends

Important: Using trial does not affect your right to refund within 14 days after paid subscription starts.

If you encounter technical issues, we strive to resolve them or provide refund.

Technical Issues Eligible for Refund:

• Unable to access service for more than 48 hours

• Critical audio playback errors

• Loss of reading progress due to errors

• Non-functioning core features

Our Approach:

1. Attempt to Resolve:

• Report issue to info@itcoti.fi

• Our team will try to resolve

• Usually resolved within 24-48 hours

2. Refund if Unresolved:

• If issue cannot be resolved — full refund

• Regardless of usage level

• Regardless of 14-day period

Important: For technical issues, contact us first for resolution attempt. We want you to be able to use the service.

If you disagree with a refund decision, there are several ways to resolve the situation.

Step 1: Contact Support:

• Email info@itcoti.fi with details

• Include your refund request number

• Explain reason for disagreement

• We will review within 5 business days

Step 2: Escalation:

• If initial contact doesn't resolve issue

• Request senior manager review

• Review takes 7-10 business days

Your Consumer Rights (EU):

• Right to complain to national consumer protection agencies

• Right to use EU online dispute resolution platforms

• Right to go to court

Contact: info@itcoti.fi

We reserve the right to change this Refund Policy at any time.

When We May Change Policy:

• When laws change

• When adding new subscription types

• When changing business processes

• To improve conditions for users

How We Notify of Changes:

Substantial Changes:

• Email notification to all active subscribers

• Website notification 30 days in advance

• Pop-up message in app

Minor Changes:

• Update on website

• Updated "Last Updated" date

Your Rights When Changes Occur:

• If you disagree — can cancel subscription before changes take effect

• Continued use = acceptance of changes

• Right to refund under old terms before changes take effect

Current Version: 1.0 | Effective Date: October 31, 2025

For refund and support inquiries, contact us:

Email: info@itcoti.fi

Email Subject for Refund: "Refund Request"

Response Time: 2-3 business days

Company:

• Name: ITcoti Oy

• Y-tunnus: 3489603-6

• Address: Neuvoksenkatu 24 A, 38700 Kankaanpää, Finland

• Phone: +358 40 258 2158

• Email: info@itcoti.fi

Support Hours:

• Monday - Friday: 9:00 AM - 5:00 PM (EET/EEST)

• Weekends and holidays: Email support

Important: Always include Order ID in your email for quick resolution.