Refund and Cancellation Policy

This Refund and Cancellation Policy complements the Profitroomshop Terms and Conditions. In case of contradiction, the Terms prevail, except where this policy grants more favourable rights to the Customer.

1. General framework

Profitroomshop Modules are supplied on a monthly subscription basis (except for the Profitroom Import Extension, which is invoiced as a one-off licence at €199). The Customer may cancel a subscription at any time, without reason and without notice, from the Client Area. This policy sets out the conditions under which a partial or full refund may be granted, both under the statutory right of withdrawal applicable to consumers and under Profitroomshop's voluntary commercial policy, available to all Customers, including professional Customers.

2. Statutory right of withdrawal (consumer Customers)

In accordance with the Montenegrin Consumer Protection Act (Zakon o zaštiti potrošača) and European Directive 2011/83/EU, Customers acting as consumers, to the exclusion of professionals, have a fourteen (14) calendar-day cooling-off period from the conclusion of the contract to exercise their right of withdrawal, without stating any reason and without paying any penalty. The full refund is issued within a maximum of fourteen calendar days from the date the withdrawal request is received, using the same payment method as the initial Order, unless the Customer expressly agrees otherwise.

By exception, in accordance with Article 16(m) of Directive 2011/83/EU, the right of withdrawal does not apply to Modules whose performance has begun with the Customer's prior express consent and for which the Customer has expressly waived that right. Consequently, if the Customer activates a Module by entering Profitroom API credentials within the fourteen-day window, that activation constitutes express waiver of the right of withdrawal for the Module concerned. The Customer nevertheless remains eligible for the commercial warranties described in paragraph 3 below.

3. Voluntary 30-day satisfaction guarantee (all Customers)

Profitroomshop offers all its Customers, both professional and consumer, a voluntary satisfaction guarantee applicable to the first month of any new Module subscribed to on a monthly basis. This guarantee may be exercised within thirty (30) calendar days from the date of effective activation of the Module on the Customer's Profitroom account. After that period, only the ordinary cancellation terms apply.

To benefit from this guarantee, the Customer must send a reasoned request in writing to billing@profitroomshop.org, indicating the order reference and the Module(s) concerned. The refund of the first month is issued within a maximum of ten business days from validation of the request, to the payment method used for the Order. The Modules concerned are deactivated immediately.

4. Special case: Profitroom Import Extension (one-off licence)

The Profitroom Import Extension, invoiced as a one-off licence at €199, is subject to specific treatment. Given the nature of the service (one-off migration into a pre-production environment followed by validation in production), a full refund is granted if the request is made before the Customer's written approval for the migration to production. After that approval, the service is deemed performed and no refund is possible. The Customer nevertheless retains the twelve-month technical warranty: in the event of a mapping or data-integrity issue evidenced in writing, Profitroomshop undertakes to correct the issue or to perform a rollback at D+7 within the scope of the initial fee.

5. Ordinary cancellation of a monthly subscription

The Customer may cancel a subscription at any time from the Client Area, in the "My modules" section. Cancellation takes effect at the end of the current billing month. No pro-rata refund is issued for the unused portion of the month, unless expressly agreed by Profitroomshop. The Customer retains access to the Module until the end of the current billing month; after that date, the Module is automatically deactivated on the Profitroom account, without any manual step required.

The Customer may also, by written request to billing@profitroomshop.org, obtain immediate cancellation of a subscription, taking effect on the date of the request. In that case, no pro-rata refund is issued, but billing ceases immediately for the following months.

6. Cancellation for material breach by Profitroomshop

The Customer may request immediate cancellation and a full pro-rata refund of any started month in the event of a material breach attributable to Profitroomshop, in particular: (i) service unavailability exceeding 96 consecutive hours where such unavailability is not attributable to an external cause (third-party operator failure, force majeure, unavailability of the Profitroom API); (ii) permanent loss of data entrusted to Profitroomshop without any possibility of restoration; (iii) serious and uncorrected breach of the Terms or the Privacy Policy. The request must be made in writing with proof of the alleged breach and shall be examined in an adversarial manner within a period of ten business days.

7. Exclusions from refund

No refund shall be granted in the following cases: (i) fraudulent or unlawful use of the Module; (ii) breach by the Customer of the Terms or the Privacy Policy; (iii) suspension of access for non-payment or attempted payment circumvention; (iv) unilateral modification by the Customer of the Profitroom account rendering the Module incompatible, where such incompatibility is not attributable to Profitroomshop; (v) ordinary cancellation after the 30-day satisfaction guarantee has expired, absent any demonstrated breach by Profitroomshop.

8. Practical refund procedures

Refunds are issued exclusively through the same payment method as the initial Order, unless the Customer expressly agrees otherwise. They are processed within a maximum of ten business days from validation of the request, at no additional cost to the Customer. A compliant electronic credit note (credit invoice with the appropriate VAT mention) is sent by email to the Customer at the time of the refund, as accounting evidence. In the event of cancellation of the payment card or closure of the original SEPA account, the Customer is invited to provide an alternative payment method; the refund is then issued by bank transfer to the account provided.

8-bis. Currency, VAT and cross-border considerations

All refunds are issued in the currency of the original Order (euros). Where the initial Order was paid by a card denominated in another currency, the refund is issued in euros for the exact amount initially charged, and the FX rate applied on the return leg is determined solely by the Customer's card issuer or bank. Profitroomshop does not add any FX margin, conversion fee or handling charge to a refund. When VAT was collected on the Order, the credit note reverses the exact VAT amount originally charged, so that the Customer's monthly VAT return remains balanced. Cross-border corporate Customers under the EU reverse-charge mechanism receive a credit note referencing the original VAT-exempt invoice.

8-ter. Timeline recap

• Cooling-off window for consumer Customers: 14 calendar days from contract conclusion (unless waived by activating the Module).
• Voluntary satisfaction guarantee: 30 calendar days from effective Module activation.
• Written response to a refund request: within 5 business days of receipt.
• Bank processing of the approved refund: within 10 business days of validation.
• Total maximum time between request and value date on the Customer's account: 15 business days.

8-quater. Practical examples

Example A — consumer, non-activated Module. A Customer subscribes on Day 1 and, on Day 6, decides not to use the Module without ever entering their Profitroom API key. On written request, Profitroomshop issues a full refund within 14 days: the right of withdrawal is fully exercisable because the Module was never activated.

Example B — professional, dissatisfied after 20 days of use. A hotel group subscribes to the Cardless Check-in Extension, activates it and uses it for 20 days. The team is not satisfied and requests cancellation on Day 22. Because the request falls within the 30-day voluntary satisfaction guarantee, Profitroomshop refunds the first month in full and immediately deactivates the Module.

Example C — professional, cancellation after 4 months. A hotel cancels the extension on Day 120 through the Client Area. No refund is due for the past four months. Billing stops at the end of the current billing month, and the Module is deactivated at that date without any manual step required.

Example D — Profitroomshop service outage. An extension is unavailable for 5 consecutive days without external cause and the Customer submits a documented complaint. Profitroomshop investigates within 10 business days and, if the outage is confirmed, issues a pro-rata refund of the current month, applies a service-credit for the following month, and provides an internal RCA report on request.

9. Disputes and mediation

In the event of a dispute relating to the application or interpretation of this policy, the parties agree to first seek an amicable solution. Failing agreement, a consumer Customer may refer the dispute free of charge to the competent consumer mediator or to the European online dispute resolution platform accessible at ec.europa.eu/consumers/odr. Professional Customers may refer the matter directly to the competent court in accordance with the Terms.

10. Changes to this policy

This policy may be modified at any time. Modifications apply to Orders placed on or after publication on profitroomshop.org. Ongoing Orders remain governed by the version in force on the day they were validated. In the event of a substantial change, the Customer is notified by email thirty days before the modifications take effect.

11. Contact details

Profitroomshop d.o.o.
ul. Vasa Raičkovića 66, 81000 Podgorica, Crna Gora
PIB: 04567892 — CRPS: 4-0074615/3
Director: Nikola Popović
Billing: billing@profitroomshop.org
Support: support@profitroomshop.org
Phone: +382 20 852 964
IBAN: ME25 505 0000 0145 6789 01
Supervisory authority: Agencija za zaštitu ličnih podataka (AZLP), Reg-No. 05-030/26-2148.

Version 1.0 — published 3 August 2026. Next scheduled review: 3 February 2027. Jurisdiction for disputes: Osnovni sud u Podgorici (Montenegro).