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Refund & Dispute Policy

Effective Date: June, 21 – 2025.

This Refund & Dispute Policy outlines the terms and conditions under which Eleventh Gate (“we”, “us”, “our”), operated by SC FREE APPS MUNTENIA SRL, processes refund and dispute requests for digital products. By making a purchase associated with Eleventh Gate, you agree to the terms set out below.

1. Sales and Payments

  • All payments and transactions for digital products are processed through trusted third-party platforms (Merchant of Record “MOR” partners).
  • No purchases or financial transactions are conducted directly on eleventhgate.eu.
  • When you purchase a product, you are entering into a transaction with our MOR partner, who will process your payment and issue your digital license or product.

2. Refund Policy

A. Digital Product Nature

  • All products sold under the Eleventh Gate brand are digital goods (apps, licenses, downloads, media, etc.).
  • By their nature, digital goods are not returnable once accessed, downloaded, or used.

B. Refunds

  • All sales are considered final and non-refundable once the digital product or license has been delivered or accessed, except where required by applicable law (for example, mandatory consumer rights within the European Union).
  • If you believe you are legally entitled to a refund (e.g., you purchased by mistake and did not access/download the product), please contact our support team within 14 days of purchase, and we will review your request on a case-by-case basis.
  • To qualify for a refund, you must not have activated, downloaded, or used the digital product or license.
  • No refunds will be issued for any product that has been accessed, downloaded, activated, or used.
  • Refunds are not available for:
    • Change of mind after accessing/activating the product
    • Incompatibility with your device after accessing/activating the product (please review system requirements before purchase)
    • Lost or forgotten license codes (please keep them safe!)

C. How to Request a Refund

  • All refund requests must be made in writing by email to vali@eleventhgate.eu.
  • Please include your order details, proof of purchase, and a detailed explanation of your request.
  • Refunds, if approved, will be processed via the original payment method, through our MOR partner.

3. Dispute Resolution

A. Contact Us First

  • If you are dissatisfied with your purchase or experience any issues, please contact our Customer Service team first at vali@eleventhgate.eu – We will do our best to resolve your issue promptly and fairly.

B. Chargebacks

  • Initiating a chargeback or payment dispute without first contacting Eleventh Gate is strictly prohibited.
  • Fraudulent chargebacks (where the product was delivered and used) will result in the immediate suspension of your license and access to all digital products, and may be reported to the appropriate authorities.
  • We reserve the right to provide all transaction records and communication to payment processors or authorities in the event of a dispute.

C. Resolution Process

  • We will review each request individually. Our decision regarding refunds or disputes is final, unless otherwise required by law.
  • If your issue relates to a transaction processed by an MOR partner, you may also need to follow their dispute resolution process.

4. Consumer Rights

  • This policy is in addition to any mandatory consumer rights you may have under applicable law (for example, the EU Consumer Rights Directive).
  • If a product is proven to be defective and cannot be replaced or fixed, you may be entitled to a refund as required by law.

5. Limitation of Liability

  • Eleventh Gate is not responsible for any losses or damages arising from misuse of digital products, lost license codes, or failure to comply with our usage terms.
  • You are solely responsible for safeguarding your purchase and complying with all license and usage restrictions.

6. Policy Changes

  • We reserve the right to update or modify this Refund & Dispute Policy at any time, with or without notice.
  • The latest version will always be available on this page.

7. Contact

For any questions or refund/dispute requests, contact:
SC FREE APPS MUNTENIA SRL
Email: vali@eleventhgate.eu

By purchasing or using any product from Eleventh Gate, you acknowledge that you have read, understood, and agreed to this Refund & Dispute Policy.