Refund Policy — SULLA (sulla.work)
Effective date: 25 August 2026
1. Statutory right of withdrawal (EU/Czech consumers)
This section applies if you are a consumer — a natural person buying outside your trade, business, or profession — and is required by law (Czech Civil Code, § 1829 et seq.; Directive 2011/83/EU). It cannot be waived and takes precedence over section 2.
1.1. You may withdraw from a credit top-up contract concluded at a distance within 14 days of the day the contract was concluded (the day of your top-up order), without giving a reason.
1.2. Using credits within the 14-day period. By topping up and starting to use the Service before the period expires, you expressly request that we start providing the Service immediately. If you then withdraw within the period, you pay a proportional part of the price: the credits already spent are deducted, and we refund the remainder (Czech Civil Code, § 1834).
1.3. If your credits are fully spent within the withdrawal period — the Service has been provided in full with your prior express consent — the right of withdrawal is extinguished (Czech Civil Code, § 1837(a)). We inform you of this before purchase, here.
1.4. To withdraw, send an unambiguous statement to support@sulla.work before the period expires. You may use this model form (not obligatory):
I hereby withdraw from the contract for the top-up of credits made on [date], account email [email]. Refund to [account / same account the payment came from]. Date, name.
1.5. We refund without undue delay, at the latest within 14 days of the withdrawal, using the same means of payment you used, unless you agree otherwise; you bear no fee for the refund itself.
2. Refunds beyond the statutory right
2.1. Beyond the statutory right in section 1, we refund unused credits at any time on request, whether you are a consumer or a business.
2.2. The refund equals the unused credit balance of the top-up(s) concerned, less third-party payment costs we demonstrably incur in returning the money (bank transfer fees; card refund fees once card payments are available). No deduction is made where section 1 applies.
2.3. Credits that have expired under the 12-month validity rule (Terms, 5.3) are not refundable, except where section 1 or mandatory law provides otherwise.
2.4. To request a refund, write to support@sulla.work from your account email, stating the top-up to refund. We process refunds within 14 days, to the account the payment came from.
2.5. Independently of this section, the Terms provide a refund of unused credits where we end or change the relationship: termination by us without cause, termination after a sub-processor objection, extended unavailability, or termination over a change of Terms (Terms, 7.4, 9, 10.3, 12).
3. Cancellation
You may stop using the Service and close your account at any time (Terms, 10.2). There is no subscription and nothing further to cancel; closing the account does not by itself create a refund right beyond sections 1 and 2.
4. Complaints
If you believe a metered charge or a refund was handled incorrectly, write to support@sulla.work; we will review the metering records for the replies concerned with you. Consumers may also use the out-of-court dispute resolution described in the Terms, section 13.2 (Czech Trade Inspection Authority, adr.coi.cz).
This document was prepared as a good-faith disclosure based on a documented checklist. It is a working document of the site operator, not legal advice, and does not replace review by a qualified lawyer in your jurisdiction.