Clowhi
Legal
Refund & Withdrawal Policy
Clowhi for Mac is a digital download priced at €49 (VAT included). This page explains your EU right of withdrawal, when it ends, and how we handle refunds - including goodwill refunds beyond the legal minimum.
Consumers normally have 14 days to withdraw from an online purchase. If you expressly request immediate download and acknowledge that your withdrawal right ends when the download starts, you can no longer withdraw after that point. This never affects your rights if the download fails or the app is defective, and we may still grant a goodwill refund at our discretion. Contact support@guerillabuild.com.
1. The 14-day right of withdrawal
If you buy as a consumer at a distance in the EU, you generally have the right to withdraw from the purchase within 14 days, without giving a reason. For digital content that is delivered immediately, this right works differently, as explained next.
2. Immediate delivery and waiver of withdrawal
Clowhi is delivered as an immediate download. Under EU law, the right of withdrawal for digital content ends once delivery has begun, provided you have:
- given your express prior consent to the download starting immediately, and
- acknowledged that by doing so you lose your right of withdrawal.
Whether that consent is requested is shown during checkout. If checkout asks for your express consent, in words to the effect of: "I expressly consent to immediate access to the digital download and acknowledge that I lose my right of withdrawal once the download begins", and you give it, your right of withdrawal ends once the download begins. If checkout does not collect that express consent and acknowledgment, your standard 14-day right of withdrawal applies in full even though the download is delivered immediately.
3. If the download fails or the app is defective
Waiving the withdrawal right does not remove your mandatory statutory rights. If the download does not work, or the app is defective or materially not as described, you are entitled to a remedy under Belgian and EU consumer law - which can include a repair, replacement download, or a refund. Contact us and we will put it right.
4. Goodwill refunds (beyond the legal minimum)
Beyond your statutory rights, we want you to feel good about the purchase. We may grant a goodwill refund at our discretion even where we are not legally required to - for example if Clowhi genuinely is not a fit for you shortly after buying. Goodwill refunds are decided case by case and are not an automatic entitlement; your mandatory rights above always apply regardless.
5. Duplicate or mistaken payments and chargebacks
If you were charged twice, charged in error, or paid by mistake, contact us and we will refund the incorrect payment. If you do not recognise a charge, please reach out before opening a bank chargeback so we can resolve it faster.
6. Voluntary support contributions
Optional "support" contributions are voluntary payments to help fund Clowhi's maintenance and future work. They are not a purchase of the app and unlock no additional features. If a support contribution was made in error, contact us and we will look at it in good faith.
7. How to request a refund
Email support@guerillabuild.com and include:
- the email address you paid with;
- your Stripe receipt or payment reference;
- a short note on what happened (for example a failed download or a defect).
We aim to review requests promptly. Approved refunds are returned to your original payment method via Stripe; the time it takes to appear depends on your bank or card issuer.
8. Governing law
This policy is governed by Belgian law and does not deprive you of the mandatory consumer protections of the country where you live. See our Terms of Sale & Use for full details, and our Privacy Policy for how we handle your data. EU consumers can also use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr.