Return and Refund Policy

Last Updated: January 1, 2026

This Return and Refund Policy outlines the conditions under which you may request a refund for services purchased through the Bike Registry platform.

Overview

Bike Registry is a digital service platform providing bicycle registration, ownership verification, and theft prevention services. This policy applies to:

• Digital services: Premium subscriptions, feature upgrades, and registration services
• Physical products: QR code identification stickers and related bicycle identification materials shipped by mail

Both digital services and physical products are subject to this return and refund policy, with specific conditions outlined below for each category.

Right of Withdrawal (EU Consumer Rights)

In accordance with EU Consumer Rights Directive 2011/83/EU, consumers have the right to withdraw from a distance contract within 14 days without giving any reason.

14-Day Cooling-Off Period

For Digital Services:

• You have 14 calendar days from the date of purchase to cancel your subscription or service
• The cancellation period expires 14 days after the date of purchase

For Physical Products (Stickers):

• You have 14 calendar days from the date of delivery to return physical goods
• The cancellation period expires 14 days after you or a third party (other than the carrier) takes physical possession of the goods
• For multiple items delivered separately, the period begins when you receive the last item

How to Exercise Your Right:

• To exercise your right of withdrawal, you must inform us of your decision by a clear statement
• You may use our contact form, email (support@bikeregistry.com), or written notice to exercise this right
• For physical products, you must return the goods to us without undue delay and in any event no later than 14 days from the day you communicated your withdrawal

When the Right of Withdrawal Does Not Apply

For Digital Services: The right of withdrawal does not apply if:

• You expressly requested that service delivery begin immediately within the 14-day period
• The service has been fully performed with your prior express consent
• You registered a bicycle and the registration has been published to our public database (as this constitutes performance of the service)

For Physical Products: The right of withdrawal does not apply if:

• The goods have been unsealed, used, or damaged after delivery
• The stickers have been applied to a bicycle
• The goods are customized or personalized for you (e.g., stickers with specific bike serial numbers already printed)
• The sealed packaging has been opened and the stickers cannot be returned for hygiene or product integrity reasons

Refund Eligibility

Eligible for Full Refund

You may be eligible for a full refund in the following cases:

1. Service Not Provided: If we fail to deliver the promised service within the specified timeframe
2. Technical Issues: If critical technical issues prevent you from using the service, and we cannot resolve them within a reasonable period (typically 30 days)
3. Unauthorized Charges: If you were charged without authorization
4. Duplicate Charges: If you were accidentally charged multiple times for the same service
5. Service Cancellation: If you cancel within the 14-day cooling-off period before service activation

Eligible for Partial Refund

Partial refunds may be provided in the following circumstances:

1. Early Subscription Cancellation: For annual subscriptions canceled after 30 days but before the renewal date, we offer prorated refunds for unused full months remaining
2. Service Downgrade: When downgrading from a premium to basic plan, you may receive credit for the remaining subscription period
3. Exceptional Circumstances: At our discretion, we may offer partial refunds for documented exceptional circumstances

Not Eligible for Refund

Refunds are not provided in the following cases:

1. After Service Activation: Once you have actively used the service (e.g., registered a bike, initiated an ownership transfer)
2. Voluntary Service Termination: After the 14-day period, if you simply change your mind or no longer need the service
3. Violation of Terms: If your account was suspended or terminated due to violation of our Terms of Service
4. Free Services: Free tiers, trials, or promotional offers do not qualify for refunds
5. Third-Party Services: Services provided by third parties (e.g., payment processing fees)

Physical Products (QR Stickers) - Returns and Refunds

This section specifically addresses the return and refund policy for physical QR code identification stickers and related bicycle identification materials that are shipped by mail.

Return Conditions for Physical Products

Eligible for Full Refund:

1. Defective or Damaged Goods: If stickers arrive damaged, defective, or not as described
2. Wrong Items Delivered: If you receive incorrect items or quantities
3. Non-Delivery: If your order does not arrive within 30 days of the estimated delivery date
4. Withdrawal Within 14 Days: If you return unused, unopened stickers within 14 days of delivery
5. Manufacturing Defects: If stickers have printing errors, incorrect QR codes, or quality issues

Product Condition Requirements:

To be eligible for a refund, physical products must:

• Be in their original, unopened packaging
• Include all original materials and documentation
• Not be applied, used, or damaged
• Not be customized/personalized items (unless defective)
• Be returned within 14 days of notifying us of your withdrawal

Return Shipping for Physical Products

Who Pays for Return Shipping:

• Your Responsibility: If you exercise your right of withdrawal (change of mind), you bear the direct cost of returning the goods
• Our Responsibility: If the goods are defective, damaged, incorrect, or not as described, we will cover return shipping costs

Return Address: To return physical products, please contact support@bikeregistry.com for return authorization and shipping instructions. Do not return items without prior authorization.

Return Process:

1. Contact support@bikeregistry.com within 14 days of receiving your order
2. Provide your order number, reason for return, and photos if applicable (for damaged/defective items)
3. Wait for return authorization and instructions
4. Ship items back using a trackable shipping method
5. Refund will be processed within 14 days of receiving returned goods

Shipping Costs and Refunds

• Original Shipping Costs: If you return goods under the right of withdrawal (not defective), we will refund the standard shipping costs you paid. We are not obligated to refund expedited or premium shipping upgrades.
• Return Shipping Costs: For returns due to change of mind, you are responsible for return shipping costs
• Defective/Incorrect Items: For defective or incorrect items, we refund both original and return shipping costs

Non-Returnable Physical Products

The following physical products cannot be returned:

1. Applied Stickers: Stickers that have been applied to a bicycle or any surface
2. Opened Packages: Stickers removed from sealed packaging (for hygiene and product integrity)
3. Customized Items: Stickers specifically customized or pre-printed with your bike's serial number (unless defective)
4. Used or Damaged: Products that show signs of use, damage, or are not in resalable condition

Refund Timeline for Physical Products

• Inspection Period: Upon receiving returned goods, we have up to 5 business days to inspect them
• Refund Processing: Refunds are processed within 14 days of receiving and inspecting returned goods
• Refund Method: Refunds are issued to the original payment method
• Partial Refunds: May be issued for items returned in non-original condition or missing packaging

Damaged or Defective Items

If you receive damaged or defective physical products:

1. Document the Issue: Take clear photos of the damage or defect
2. Contact Us Immediately: Email support@bikeregistry.com within 7 days of delivery
3. Do Not Return Yet: Wait for instructions before shipping items back
4. Replacement Options: We may offer replacement items, partial refund, or full refund depending on the situation

We may ask you to return defective items for quality control purposes, in which case we will provide a prepaid return label.

Subscription and Recurring Payments

Premium Subscriptions

• Premium subscriptions are billed monthly or annually depending on your selection
• You may cancel your subscription at any time through your account settings
• Cancellation takes effect at the end of the current billing period
• No refunds are provided for partial months unless within the 14-day cooling-off period
• Auto-renewal can be disabled to prevent future charges

Feature Upgrades

• One-time feature purchases (e.g., additional storage, verification badges) are generally non-refundable after activation
• Contact support within 14 days if you experience issues with a feature upgrade

How to Request a Refund

To request a refund, please follow these steps:

1. Contact Support: Email us at support@bikeregistry.com or use the contact form on our website
2. Provide Information: Include your account email, order/transaction ID, purchase date, and reason for the refund request
3. Review Process: Our support team will review your request within 3-5 business days
4. Decision Notification: You will receive an email with our decision and next steps
5. Processing Time: Approved refunds are processed within 7-10 business days

Required Information

When requesting a refund, please provide:

• Full name and email address associated with your account
• Transaction ID or order number
• Date of purchase
• Detailed explanation of the reason for your refund request
• Any supporting documentation (screenshots, error messages, etc.)

Refund Processing

Payment Method

• Refunds are processed to the original payment method used for the purchase
• If the original payment method is no longer available, we will work with you to find an alternative solution

Processing Timeline

• Credit/Debit Cards: 5-10 business days after approval
• PayPal: 3-5 business days after approval
• Bank Transfer: 7-14 business days after approval
• Apple Pay/Google Pay: 5-7 business days after approval

Note: Processing times may vary depending on your financial institution.

Currency and Fees

• Refunds are issued in the original currency of purchase
• Payment processing fees (typically 2-3%) charged by third-party payment providers are non-refundable
• International transaction fees imposed by your bank are not refundable
• Refund amounts may be subject to currency conversion rates at the time of refund

Chargebacks and Disputes

Before initiating a chargeback with your bank or credit card company, please contact our support team. Chargebacks can negatively impact your account and may result in:

• Suspension of services
• Account termination
• Inability to use our platform in the future
• Loss of data and registered bicycles

We are committed to resolving disputes fairly and quickly. Most issues can be resolved through direct communication.

Account Credits

In some cases, instead of a monetary refund, we may offer:

• Account Credit: Credit applied to your account for future purchases or subscription periods
• Service Extension: Extended access to premium features
• Feature Upgrade: Complimentary upgrade to additional features

You may request a monetary refund instead of credit if preferred, subject to the terms of this policy.

Special Circumstances

Service Discontinuation

If Bike Registry discontinues a paid service or feature:

• Active subscribers will receive at least 60 days advance notice
• Prorated refunds will be offered for any unused subscription time
• Alternative service options will be provided when available

Data Loss or Service Outage

In the event of significant data loss or extended service outages:

• We will extend your subscription period to compensate for downtime
• Refunds may be offered for prolonged outages exceeding 72 consecutive hours
• Data recovery assistance will be provided at no charge

Force Majeure

Refunds may not be available for service interruptions caused by events beyond our reasonable control, including:

• Natural disasters
• Government actions or regulations
• Internet service provider failures
• Cyberattacks or security breaches

Amendments to This Policy

We reserve the right to modify this Return and Refund Policy at any time. Changes will be:

• Posted on this page with an updated "Last Updated" date
• Sent to registered users via email notification
• Effective 30 days after posting unless otherwise stated

Continued use of our services after changes constitutes acceptance of the updated policy.

Contact Us

If you have questions about this Return and Refund Policy or wish to request a refund, please contact us:

• Company: Bike Registry Oy
• Business ID: 3594642-9
• Email: support@bikeregistry.com
• Contact Form: Available on our website
• Response Time: We aim to respond to all inquiries within 2-3 business days