Refund Policy

Effective Date: May 27, 2026 · Last Updated: May 27, 2026

This Refund Policy applies to all products and services purchased through raked.app, operated by ANKH OU("Company," "we," "us"). All payments are processed by Paddle.com Market Limited acting as our Merchant of Record. This policy complements our Terms of Service and is subject to applicable consumer protection law.

1. Subscription Products

1.1 Cooling-Off Period (EU/EEA Consumers)

If you are a consumer in the European Union or European Economic Area, you have the right to withdraw from your subscription within 14 days of purchase without giving any reason, in accordance with the Consumer Rights Directive (2011/83/EU). To exercise this right, contact us at rake@mechanist.ai with your order reference. Refunds under the cooling-off period are processed within 14 days of receiving your withdrawal notice.

If you have accessed, used, or downloaded any part of the Service during the cooling-off period and expressly consented to begin performance, you acknowledge that you may lose your right of withdrawal to the extent that the service has been performed. A pro-rata refund may be issued for the unused portion at our discretion.

1.2 Cancellation

You may cancel your subscription at any time through the Paddle customer portal or by contacting us. Cancellation takes effect at the end of the current billing period. You retain access to the Service until the end of the paid period. No refunds are issued for partial billing periods after the cooling-off period has elapsed, except as required by applicable law.

1.3 Annual Subscriptions

Annual subscriptions paid in advance are non-refundable after the 14-day cooling-off period (for EU/EEA consumers) or after 30 days (for all other jurisdictions), except where prohibited by law. Within the applicable refund window, a full refund will be issued upon request.

2. One-Time Purchases and Assessments

One-time purchases, including the complimentary Scanner assessment and any paid assessment services, are non-refundable once the deliverable has been provided. If a deliverable has not yet been initiated, a full refund will be issued upon request.

3. Contract Engineering and Consulting

Contract engineering engagements, consulting services, and custom work ("By Assessment," "By Evaluation") are governed by the specific terms of the engagement agreement. Unless otherwise stated in the agreement:

Pre-commencement: Full refund if work has not begun.
In progress: Refund for undelivered milestones only. Completed milestones and delivered work products are non-refundable.
Completed: No refund once the deliverable has been accepted or the acceptance period (5 business days from delivery) has elapsed without objection.

4. Proprietary Products (VN, Digital Identity, Payments Infrastructure)

Products designated as "Inquiry," "By Assessment," or otherwise requiring prior evaluation are subject to custom engagement terms agreed upon before commencement. Refund terms are specified in the engagement agreement. In the absence of specific terms, the Contract Engineering refund policy (Section 3) applies.

5. Service Defects and Downtime

If a Service is materially defective or experiences sustained downtime exceeding the SLA commitment (where applicable), you may be entitled to:

Service credit: Pro-rata credit applied to your next billing period.
Refund: If the defect is not remedied within 30 days of your written notice, you may request a pro-rata refund for the affected period.

Service credits and refunds under this section are limited to the fees paid for the affected period and do not extend to indirect losses, consequential damages, or third-party claims.

6. How to Request a Refund

To request a refund, contact us with:

Your name and email address associated with the purchase.
Order reference or transaction ID (from Paddle).
The product or service for which you are requesting a refund.
The reason for the refund request.

Send your request to rake@mechanist.ai with the subject line [REFUND] Your Name — Order Reference.

7. Processing Time

Acknowledgment: Within 2 business days of receipt.
Decision: Within 5 business days of acknowledgment.
Refund issuance: Within 14 days of approval, via the original payment method through Paddle.

8. Chargebacks

We encourage you to contact us before initiating a chargeback with your payment provider. Chargebacks incur processing fees that may be passed through to the customer if the chargeback is determined to be invalid. We reserve the right to suspend access to Services during chargeback proceedings.

9. Exceptions

Nothing in this Refund Policy limits or excludes your statutory rights under applicable consumer protection law, including but not limited to the EU Consumer Rights Directive, the UK Consumer Rights Act 2015, the Australian Consumer Law, or the California Consumer Legal Remedies Act. Where this policy conflicts with mandatory statutory rights, the statutory rights prevail.

10. Modifications

We may update this Refund Policy from time to time. Material changes will be communicated with at least 30 days' notice. The version in effect at the time of your purchase governs your refund rights for that transaction.

11. Contact

Entity: ANKH OU
Email: rake@mechanist.ai
Jurisdiction: Republic of Estonia, European Union