Refund Policy

1. Who this policy applies to

This Refund Policy is issued by Ares Online S.R.L., a limited liability company trading as Shadow Pages(“Shadow Pages,” “we,” “our”). It applies to every paid order placed with us through go.shadowpages.ai and forms part of, and is incorporated by reference into, our Terms of Service. If anything in this Policy conflicts with the Terms of Service, the Terms of Service prevail.

2. 14-day cooling-off right (EU consumers)

If you purchase as a consumer from within the European Union, you have the right to withdraw from your contract with us within 14 calendar days of the date the contract is concluded, without giving any reason and without penalty. This right is granted under Article 9 of EU Directive 2011/83/EU on consumer rights and Government Ordinance no. 34/2014.

The cooling-off period starts on the day the contract is concluded (typically the day your payment is captured). To meet the deadline, it is sufficient to send your withdrawal notice before the 14-day period has expired.

Business buyers (B2B). The 14-day cooling-off right is a consumer-protection right under EU law. It does not apply to purchases made in the context of a trade, business, craft, or profession. We may, at our discretion, offer an equivalent good-faith refund to business buyers, but we are not obliged to.

3. Article 16(m) digital-content waiver

Shadow Pages provides digital content and digital services (software access, AI-generated content, account setup and configuration). Under Article 16(m) of Directive 2011/83/EU, the cooling-off right does not apply to the supply of digital content if performance has begun with your prior express consent and your acknowledgment that you thereby lose the right of withdrawal.

Before we grant immediate access, kick off your account setup, or begin AI generation during the cooling-off period, we will ask you to give that prior express consent and to acknowledge the waiver of withdrawal. Typically this is captured at checkout via a tick-box stating, in substance:

• you ask Shadow Pages to start performance of the digital service before the 14-day cooling-off period expires; and
• you acknowledge that you will lose your right of withdrawal once performance has begun in full.

If you do not give that consent, we will not start performance until the cooling-off period has expired, and your full right of withdrawal under Section 2 remains intact during that window.

Partial performance. Where you gave the waiver and performance has begun but is not yet complete, EU law entitles us to charge for the value of the digital service actually supplied up to the date you communicate withdrawal, proportionate to the total contract price.

4. How to request a refund

To exercise your right of withdrawal or to request a refund, send us a clear statement of your decision by any of the following methods:

• Email: legal@shadowpages.ai with the subject line “Refund request”.
• Reply to any payment confirmation, contract, or onboarding email we sent you, stating your wish to withdraw.

Include, where possible: your full name, the email address used at purchase, the date of purchase, and the order or invoice reference. You may use the model withdrawal form set out in Annex I(B) of Directive 2011/83/EU, but you are not obliged to.

5. Refund processing time

Where you are entitled to a refund, we will refund all payments received from you for the cancelled portion of the contract, using the same payment method you used for the original transaction, without undue delay and in any event within 14 days of the day on which we are informed of your decision to withdraw.

We may withhold the refund until we have confirmed the entitlement (for example, that you withdrew within the cooling-off window and did not waive it under Section 3), whichever is the earlier.

Bank or card-network processing times are outside our control. The refund will appear on your statement within the timeframe set by your card issuer once we have initiated it.

6. Non-refundable items

The following are not refundable:

• Digital content and digital services performed in full during the cooling-off period after you gave a valid Article 16(m) waiver under Section 3.
• Subscription periods (monthly, quarterly, annual) that have already started after the cooling-off period has expired. Cancelling a subscription stops future renewals but does not refund the current period unless required by mandatory consumer law.
• Account setup, configuration assistance, and onboarding sessions already delivered, in part or in full, after the cooling-off period or after a valid waiver.
• Purchases made by business buyers (B2B), except where we choose, in our discretion, to grant a good-faith refund.
• Where you have breached the Acceptable Use Policy or the Terms of Service and your account has been suspended or terminated as a result.

7. Disputes & chargebacks

Before initiating a payment dispute or chargeback with your card issuer, please contact us first at legal@shadowpages.ai. We will work to resolve the issue directly and in good faith within a reasonable time.

Where a chargeback is initiated without prior contact and we can demonstrate that the service was delivered in accordance with the contract (including a valid Article 16(m) waiver where applicable), we will defend the dispute with the card network and provide documentary evidence.

8. Out-of-court dispute resolution (ODR & ADR)

EU consumers can refer disputes to the European Commission’s Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr, in line with Regulation (EU) 524/2013.

EU consumers can also submit complaints to the Autoritatea Națională pentru Protecția Consumatorilor (the competent national consumer-protection authority) () and use the alternative dispute resolution (SAL) mechanism established by Law no. 38/2015 implementing Directive 2013/11/EU.

Nothing in this Policy affects your statutory consumer rights under EU or law.

9. Contact

Ares Online S.R.L., trading as Shadow Pages — legal@shadowpages.ai.