Refund Policy

Last updated: July 2026.

GermanyFlow is an independent private service. We're not a government office, a public authority, or a law firm. This page explains when you can get your money back for our two services: PDF document preparation, and Termin appointment monitoring.

This policy never takes away rights you have under German or EU consumer law. If anything here conflicts with those laws, the law wins.

1. Your right to cancel within 14 days

By EU law, you can normally cancel any online purchase within 14 days, no reason needed (this comes from German and EU consumer law, § 356 BGB). There are two situations where that changes for our services:

• PDF documents. Before you pay, we ask you to confirm you want your document made right away, before the 14-day window ends. If you confirm that, your 14-day right ends as soon as the document is ready — because at that point, the service is already done.
• Termin monitoring. Same idea: you confirm you want monitoring to start immediately. If you later cancel while monitoring is still running, you may need to pay for the days you've already used, but you keep the right to cancel the rest.

If you never saw or confirmed this at checkout, your full 14-day right still applies — just contact us and we'll refund you.

2. PDF documents

• Once your PDF is generated and ready to download (and you confirmed the above), we consider the job done, and we won't refund just because you changed your mind.
• If something went wrong on our end — the PDF wasn't delivered, it's broken, missing pages, or doesn't match what you actually typed — we'll fix it or refund you. This right is separate from the 14-day rule above and never expires just because you confirmed immediate delivery.
• If the PDF is correct but the information you entered was wrong, that's not our mistake — please double-check the free preview before paying.
• Anything else — email us and we'll take a look.

3. Termin monitoring

Termin monitoring watches official booking pages and emails you when a slot opens. We don't book the appointment for you, and we can't promise a slot will appear.

• Once monitoring is running (and you confirmed the above), refunds for the time already used are limited to the cases below.
• If it never started because of a bug on our end, we'll fix it or refund you.
• If our system had a real outage during a meaningful part of your paid period, contact us — we'll review it and may refund or extend your monitoring.
• No slots appearing isn't, by itself, our fault or a refund reason — availability is entirely up to government booking systems, which we don't control.

4. How to ask for a refund

Email us at support@termin-assist.de with the following information:

• The email address you used to order.
• Your Paddle order reference, or the receipt email sent to you by Paddle. Please note that on your bank or card statement the charge appears as PADDLE.NET* followed by a short descriptor — not as "GermanyFlow".
• What went wrong, in a sentence or two.

We reply within 3 business days. Approved refunds are issued by Paddle to your original payment method. Card refunds typically appear within 3–5 working days; PayPal refunds usually within 48 hours. Your bank may require additional time to post the credit. Refunds are processed by Paddle as Merchant of Record under the Paddle Refund Policy.

5. Chargebacks

Something wrong with your order? Talk to us first — it's usually faster than a bank dispute. You can also contact Paddle's buyer support directly at paddle.net, which handles all order and billing enquiries as Merchant of Record.

6. Changes to this policy

We may update this page from time to time. The version live when you paid is the one that applies to your order.