This document is provided in German and English. The German version is authoritative; the English version is a translation and applies to all other languages.

Refund Policy for FokusFamilie

for organisation licences and the Professional subscription in the desktop applications

Last updated: 22 October 2026

1. Who issues refunds

Organisation licences and the Professional subscription in the desktop applications ("Desktop Subscription") are sold through our online reseller Paddle.com, which is the Merchant of Record for all orders. Paddle handles refunds and pays them back to the original payment method. Statutory rights remain unaffected in all cases.

2. Organisation licences

2.1 14-day money-back guarantee: Within 14 days of the first payment of a subscription, we refund the full amount without giving reasons. The same applies within 14 days of each annual renewal.

2.2 After the 14 days, billing periods that have already started are not refunded pro rata. Cancellations and reductions take effect at the end of the paid period; the seats remain usable until then.

2.3 If a defect in the software cannot be remedied within a reasonable period, we refund the amount for the affected period pro rata.

2.4 A refund ends the subscription and the refunded seats are withdrawn. All data already recorded remains available and exportable.

3. Professional in the desktop applications

3.1 Consumers' right of withdrawal: Consumers can withdraw from the purchase within 14 days in accordance with the statutory provisions. The easiest way is the withdrawal function "Withdraw from contract here" on this website (also linked in the footer of every page): enter your name, a detail identifying the contract and the email address for the confirmation of receipt and click "Confirm withdrawal"; the confirmation of receipt with the content and the date and time of receipt follows immediately on the page and by email. Alternatively, the withdrawal can be declared to Paddle as the seller, via the link in Paddle's purchase confirmation or at paddle.net, or by email to us. Details are set out in Paddle's withdrawal information and buyer terms (paddle.com/legal/checkout-buyer-terms). We honour a withdrawal that reaches us and carry it out through Paddle; Paddle refunds the payment as the seller. Whether the right of withdrawal expires early is governed by law and by the declarations made in Paddle's checkout.

3.2 Cancellation: The Desktop Subscription can be cancelled via the cancellation page "Cancel contracts here", in the desktop application under "Manage subscription", via the links in Paddle's emails or by email; the Professional edition remains usable until the cancellation takes effect. The initial contract term corresponds to the first billing period (one month or one year); a cancellation during this time takes effect at its end. After that, for consumers the subscription continues for an indefinite period, with a monthly as well as a yearly payment rhythm, and can be cancelled at any time with at most one month's notice: with a monthly payment rhythm at the end of the current billing month, with a yearly payment rhythm one month after the cancellation is received or at the earlier end of the current billing period. For businesses, it renews by the billing period each time and can be cancelled with effect from the end of that period. Billing periods that have already started are not refunded pro rata, with the following exceptions: (a) if a consumer with a yearly payment rhythm cancels with one month's notice after the first year, we refund fees already paid for the time after the cancellation takes effect pro rata. (b) If a defect in the software cannot be remedied within a reasonable period, we refund the amount for the affected period pro rata.

3.3 Effect on the licence: A full refund of the latest payment and a reversal of the payment (chargeback) end the Professional edition for the Focus Family ID immediately. Pro rata refunds keep the subscription in place until the termination date. All data already recorded remains available and exportable.

3.4 Deleting the Focus Family ID: The Focus Family ID can be deleted in the app at any time after an explicit confirmation, including while a Desktop Subscription is running or a payment process is open. Deleting it cancels the subscription immediately and aborts any open payment process. We automatically refund a payment that is only completed after the deletion request. Otherwise, the part of the billing period that has already been paid for but has not yet expired lapses, and to that extent no refund is made automatically. Statutory rights, in particular the right of withdrawal, rights in respect of defects and the pro rata refund under clause 3.2 (a), remain unaffected and can be asserted as described in clause 3.1 and section 4. The deletion is normally carried out immediately and, if the payment service is unreachable, usually within 24 hours. If the automatic cancellation does not succeed within 14 days, we carry it out manually and complete the deletion afterwards; until then, the Focus Family ID remains blocked and only the data needed for the cancellation is kept. The app shows the processing status via a reference that is valid only for this deletion request, without an email address being needed, and confirms when the deletion is complete. The refund of a payment completed after the deletion request is completed independently, even if the deletion has already been completed.

4. Requesting a refund

Refunds can be requested via the link in Paddle's payment confirmation, at paddle.net or by email to focusfamily@software-notion.de. Please include the Paddle order number. We usually process requests within five business days.

5. Purchases in the App Store and on Google Play

Professional subscriptions taken out in the Apple App Store or on Google Play are not billed through Paddle. Refunds for them are governed by Apple's or Google's rules; please contact the respective store.