Refund Policy

Last updated: July 2026

1. How Credits Work

ScanTheGap uses a credit-based model. You buy a credit pack (for example, 5, 20 or 50 scans) as a one-time purchase through Stripe. There is no recurring billing.

• One credit is consumed when a scan starts — not when results are delivered, and not based on result quality.
• Credits do not expire while your account is active.
• Because scan results are AI-generated and informational, dissatisfaction with the content of a completed scan is not by itself grounds for a refund.

2. Automatic Credit Refunds

We refund the credit automatically in the following cases — you do not need to ask:

• Weak scan: if a completed scan returns fewer than three "Strong" or "Investigate" results, the credit for that scan is automatically returned to your balance.
• AI failure: if the AI analysis fails permanently and the scan cannot be completed, the credit is automatically returned to your balance.

Automatic refunds are returned as credits, not as a cash refund to your card, since no scan value was delivered.

3. When No Refund Applies

A credit is used and not refundable when:

• A scan completes successfully with three or more "Strong" or "Investigate" results
• You are dissatisfied with otherwise valid AI-generated results (they are informational only)
• You change your mind after a scan has started

4. EU Right of Withdrawal — 14-Day Cooling-Off Period

If you are a consumer in the European Union, you have the right to withdraw from your credit purchase within 14 days without giving any reason, under the EU Consumer Rights Directive (2011/83/EU), as transposed into German law in §§ 312g, 355 BGB.

When the right applies

• You have purchased a credit pack
• You have not yet used any of the credits — you have not started a scan
• It is within 14 days of your purchase

When the right lapses

Under § 356 Abs. 5 BGB (implementing Article 16(m) of the EU Consumer Rights Directive), the right of withdrawal for digital content lapses once performance has begun with your prior express consent and your acknowledgment that you thereby lose the right of withdrawal. Starting a scan is the beginning of performance.

The right of withdrawal for digital content not on a tangible medium lapses where performance has begun with the consumer's prior express consent and acknowledgment that the right of withdrawal is thereby lost. — § 356 Abs. 5 BGB / Art. 16(m) Directive 2011/83/EU (paraphrased)

In practical terms: if you have bought credits but not started any scan, you can withdraw within 14 days for a full refund. Once you start your first scan, the withdrawal right is lost for the credit(s) consumed; any remaining unused credits are unaffected.

How to exercise your right of withdrawal

5. Manual Refund Requests

Outside the automatic and withdrawal cases above, you can ask us to review a refund — for example if the service was unavailable for an extended period due to a fault on our end, or if you were charged in error. We review these case by case.

6. Unauthorised Charges

If you believe you have been charged without authorisation, contact us immediately at info@scanthegap.com. We will investigate and resolve the issue promptly, and unauthorised charges will be refunded in full. Before disputing a charge with your bank, please contact us first — we can usually resolve billing issues quickly and directly.

7. Refund Processing

• Automatic refunds for weak scans or AI failures are returned to your credit balance immediately
• Approved cash refunds are processed within 5–10 business days
• Cash refunds are issued to the original payment method via Stripe
• Your bank or card issuer may take an additional 5–10 days to show the refund

8. Governing Law

This Refund Policy is governed by the laws of Germany and EU consumer protection regulations. Mandatory consumer protection rules of your country of residence remain unaffected.

9. Contact for Refund Requests