This policy explains when refunds are available for digital products, subscriptions and professional services bought from FunFex LTD ("FunFex", "we", "us", "our") through funfex.com, how to request a refund, and how your statutory rights under Bulgarian and European Union law apply.
This policy is governed by Bulgarian law and EU consumer protection rules, in particular Directive 2011/83/EU on consumer rights, Directive (EU) 2019/770 on digital content and digital services, Directive 93/13/EEC on unfair contract terms, and the Bulgarian Consumer Protection Act (Закон за защита на потребителите).
1. Who we are
Company name: FunFex LTD
Country of registration: Bulgaria
Registration number (UIC): [to be provided]
Contact email:
2. 14-day right of withdrawal (consumers in the EU/EEA)
If you are a consumer resident in the European Union or EEA, you have the right to withdraw from your purchase within 14 calendar days without giving any reason. For services, the period runs from the date the contract is concluded; for digital content, specific rules in section 3 apply.
To exercise this right, email
- the email address used at checkout;
- your order number, invoice number, or payment reference;
- the product, subscription, or service purchased;
- the purchase date.
You may use the model withdrawal form annexed to Directive 2011/83/EU, but it is not mandatory. Refunds are issued to your original payment method within 14 days of receipt of your withdrawal notice, using the same means of payment unless otherwise agreed.
3. Digital content and loss of the right of withdrawal
In accordance with Article 16(m) of Directive 2011/83/EU, where the contract concerns the supply of digital content not delivered on a tangible medium (such as plugin downloads, licence keys, source code, templates, activated Pro subscriptions, or access to a paid digital platform), the right of withdrawal is lost once performance has begun, provided that:
- you gave prior express consent to begin performance before the 14-day period expires, and
- you acknowledged that you will lose your right of withdrawal as a result.
You provide this consent and acknowledgement at checkout. If you did not give such consent, the 14-day right of withdrawal continues to apply in full. This does not limit your rights if the digital product is defective, not as described, or not supplied in conformity with applicable law (see section 8).
4. Voluntary 14-day money-back guarantee
In addition to your statutory rights, FunFex offers a voluntary 14-day money-back guarantee on Pro subscriptions and selected digital products. If you are not satisfied for any reason, contact us within 14 days of purchase at
Refunds under this guarantee are processed to your original payment method within 5 to 10 business days of approval.
5. After 14 days
After the 14-day period, refunds are considered on a case-by-case basis at our discretion, acting reasonably and in good faith, unless a refund is required by applicable law.
Circumstances we may consider include:
- a significant technical defect that prevents the product or service from functioning as described, and that we are unable to resolve within a reasonable time;
- a duplicate or accidental purchase;
- a billing or payment-processing error;
- an accidental renewal reported shortly after payment.
We normally do not refund:
- change of mind after the refund period has expired;
- failure to cancel a subscription before renewal, except where section 6 or applicable law provides otherwise;
- lack of use of a purchased product, subscription, or service;
- issues caused by third-party hosting, plugins, themes, extensions, or external services outside our control;
- custom work, consulting, development, audit, or implementation services already performed.
6. Subscriptions and renewals
Pro subscriptions renew automatically. You will receive a reminder email before each renewal. You may cancel at any time from your account page or by contacting
No partial or pro-rated refunds are issued for unused time in a billing period, unless you are within the 14-day guarantee window, the renewal grace period below, or another mandatory right applies.
If you did not intend to renew and you contact us within 7 days of the renewal charge, we will cancel the renewal and issue a full refund for that renewal, provided the renewed service has not been substantially used.
7. Professional services and custom work
For development, consulting, technical support, audits, integrations, maintenance, security testing, and custom software work, refund eligibility depends on the amount of work already performed:
- if you cancel before work has started, you may be eligible for a full or partial refund;
- if work has started, we may deduct a reasonable amount for time spent, third-party costs, administrative costs, and deliverables already provided;
- completed work, approved milestones, delivered reports, delivered code, configured systems, and completed consultations are generally non-refundable, unless required by applicable law or agreed otherwise in writing.
8. Defective or non-conforming digital products
If a digital product or service does not function as described, contact us with enough information to investigate. We may request:
- screenshots or screen recordings;
- error messages;
- environment details (browser, server, CMS, framework, plugin, hosting);
- steps to reproduce the issue.
Where appropriate, we may first attempt to repair, replace, or reconfigure. If a significant issue cannot be resolved within a reasonable time, you may be entitled to a refund, price reduction, or other remedy under Directive (EU) 2019/770 and the Bulgarian Consumer Protection Act.
9. Duplicate or accidental purchases
If you made a duplicate or accidental purchase, contact
10. How refunds are processed
Approved refunds are returned to the original payment method. Processing times depend on your bank, card issuer, or payment provider; we are not responsible for delays caused by third parties.
Where payment processor fees, currency conversion fees, banking fees, or chargeback fees are outside our control, the refunded amount may be affected, unless applicable law requires otherwise.
11. Chargebacks
Before opening a chargeback or payment dispute, please contact us at
12. Business customers
The statutory right of withdrawal under Directive 2011/83/EU applies only to consumers. If you purchase as a business, freelancer, agency, public authority, or other professional, the consumer-specific rights in sections 2, 3, and 5 do not apply. Refunds for business customers are governed by this policy, our Terms and Conditions, any applicable Licence policy, and any written agreement, quote, order form, or invoice between you and FunFex LTD. The voluntary 14-day money-back guarantee in section 4 still applies as a contractual benefit.
13. Your statutory rights
Nothing in this policy limits or excludes your statutory rights under EU law or the law of your country of residence. As a consumer you have rights under, among others:
- Directive 2011/83/EU on consumer rights;
- Directive (EU) 2019/770 on contracts for the supply of digital content and digital services, including remedies for lack of conformity (repair, replacement, price reduction, or termination with refund);
- Directive 93/13/EEC on unfair terms in consumer contracts;
- the Bulgarian Consumer Protection Act and the Bulgarian Obligations and Contracts Act.
Where any provision of this policy conflicts with a mandatory consumer right, that mandatory right prevails.
14. Out-of-court dispute resolution
If you are an EU consumer and we cannot resolve a dispute directly, you may submit the matter to the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. You may also contact the Bulgarian Commission for Consumer Protection (Комисия за защита на потребителите, kzp.bg).
We are not obliged to, and do not currently commit to, participate in alternative dispute resolution proceedings before a consumer arbitration board.
15. Contact
FunFex LTD
Country of registration: Bulgaria
Registration number (UIC): [to be provided]
Email:
Updated: 20 May 2026