Refund Policy

This Refund Policy explains the conditions under which you can request a refund for paid digital reports purchased from Aksiro DOOEL Skopje, trading as Longrail Billiards ("we", "us", "our"). It forms part of our Terms & Conditions and should be read alongside them.

1.What this policy covers

This policy applies to the Long Rail Report — our single paid digital product, priced at USD 25 — purchased through our checkout. The free assessment and free teaser report involve no payment, so no refund applies to them.

The Long Rail Report is digital content in the meaning of EU Directive 2011/83/EU and equivalent UK and Macedonian consumer-protection law.

2.Statutory right of withdrawal (EU & UK consumers)

If you are a consumer resident in the European Economic Area or the United Kingdom, you generally have the right to withdraw from a distance contract for digital content within 14 calendar days from the date of purchase, without giving any reason.

Express consent & waiver of the withdrawal right

The law allows you to waive this 14-day right in exchange for receiving the digital content immediately. At our checkout, you will be asked to:

1. Tick a box confirming that you request immediate performance of the contract (i.e. you want your report to be generated and delivered as soon as possible); and
2. Tick a box acknowledging that you understand you lose your right of withdrawal once we begin delivering the digital content to you.

If you tick these boxes and we begin generating or delivering your report, the statutory 14-day withdrawal right no longer applies to that purchase.

If you do not tick these boxes, your purchase will be queued and not processed until you confirm. You retain the 14-day right, but your report will not be delivered during that period — meaning you will not have access to the product.

How to exercise the right of withdrawal (where it still applies)

To withdraw within the 14-day window (and before delivery has begun), email [email protected] with the subject line "Withdrawal" and include your name, the email used for the purchase, and your Paddle order/transaction reference. We will refund the full purchase price within 14 days of receiving your withdrawal notice, using the same payment method you used at checkout.

3.Discretionary refunds outside the withdrawal window

Even where the statutory withdrawal right does not apply (because you waived it for immediate delivery, or 14 days have passed), we will consider refund requests on a case-by-case basis. We will normally grant a full or partial refund where:

• You did not receive the report you paid for, due to a technical fault on our side, and we are unable to deliver it within a reasonable time after you raised the issue.
• The report you received is materially different from what was described on the Site.
• A technical fault caused you to be charged twice for the same purchase.
• Other exceptional circumstances that we, acting reasonably and in good faith, consider justify a refund.

We are unlikely to grant a refund where:

• The report has been delivered as described and you simply changed your mind, after waiving the withdrawal right at checkout.
• You disagree with the findings of the report — the report is a diagnostic based on the answers you provided and is not a guarantee of any specific outcome.
• You provided inaccurate or misleading information in the assessment, which produced a report you find unhelpful.

4.How to request a refund

You can request a refund in either of two ways:

1. Through Paddle directly — using the link in the receipt email Paddle sent you, or via paddle.net. Paddle, as merchant of record, processes the refund on our behalf.
2. By emailing us at [email protected]. Include your name, the email address used at checkout, your Paddle order/transaction reference, and a brief explanation of the issue. We aim to respond within 5 business days.

5.How refunds are issued

Approved refunds are returned to the original payment method used at checkout. We do not currently offer credits, vouchers, or substitution products in lieu of refunds. The time the refund takes to appear on your statement depends on your bank or card issuer — typically 3 to 10 business days, occasionally longer.

6.Chargebacks & disputes

If you have a concern about a charge, please contact us or Paddle first — most issues can be resolved quickly without a formal chargeback. Filing a chargeback or payment dispute without first attempting to resolve the matter with us may result in suspension of access to the Service. We reserve the right to provide Paddle and the relevant card network with the information necessary to defend any chargeback we believe to be unjustified.

7.Effect of a refund on access to the report

Where a refund is issued for the Long Rail Report, your licence to use that report (as set out in the Terms & Conditions) ends. You agree to delete any copies of the report in your possession.

8.This policy does not affect your statutory rights

Nothing in this Refund Policy excludes or limits your rights as a consumer under the laws applicable to you — including the right to a remedy where digital content is faulty, not as described, or not fit for purpose. Where any part of this policy conflicts with a mandatory consumer-protection right you have, that right prevails.

9.Changes to this policy

We may update this Refund Policy from time to time. The version in force at the time of your purchase governs that purchase. Material changes will be communicated to you by email where we have your contact details.

10.Contact

For refund questions or to exercise the rights described above, contact:

Aksiro DOOEL Skopje (trading as Longrail Billiards)
Chedomir Kantardziev 3, 1000 Skopje – Kisela Voda
Republic of North Macedonia
Email: [email protected]