Refund & Cancellation Policy

Last updated: 17 September 2026

Refund and Cancellation Policy

This policy summarises in plain language when you get money back and how you end your subscription. It supplements our Terms & Conditions and the withdrawal instructions and does not limit your statutory rights. In the event of any discrepancy, the statutory rules and the withdrawal instructions prevail.

1. The essentials

• Withdrawal: within 14 days of concluding the contract you can withdraw without giving any reason. You get your payments back, less a proportionate amount for services you have already received at your request (section 2).
• Cancellation: at any time, without reason and without fee, effective at the end of the trial or of the current 28-day billing period. Nothing is charged after that (section 3).
• After a renewal: generally no pro-rata refund, but a goodwill rule if you overlooked the renewal and did not use the member area (section 4).
• Incorrect or duplicate charges are always refunded in full (section 5).

2. Withdrawal within 14 days

As a consumer you can withdraw from the contract within 14 days of its conclusion. An email to help@iqhippo.com is sufficient; you can also use the model withdrawal form from the withdrawal instructions.

We refund all payments received from you no later than 14 days after receiving your withdrawal, to the same means of payment you used. There may be two deductions if, during checkout, you expressly requested that we start performance immediately:

• The trial price of €1.00 is not refunded if your evaluation, report and certificate have already been made available. Your right of withdrawal in respect of this digital content expired when it was provided.
• For access to the member area you pay a proportionate amount for the days of the current billing period up to receipt of your withdrawal.

Example: you conclude the contract on 1 March, the trial ends on 8 March, and on 8 March €29.99 is charged. You withdraw on 11 March. We retain €1.00 for the trial and €3.21 for 3 of the 28 days of the current billing period, and refund €26.78 to you.

If you withdraw while still in the trial, the regular price of €29.99 is not charged at all.

3. Cancellation

3.1 You can cancel the subscription at any time without giving reasons. The cancellation takes effect at the end of the trial or of the current billing period. Until then you keep full access; after that no further charges are made. There are no cancellation fees.

3.2 You can cancel in three ways:

• via the button "Cancel contracts here" on our website, without logging in;
• in your user account under "Subscription";
• by email to help@iqhippo.com (please state the email address of your account).

We confirm your cancellation immediately by email, stating the date and time of receipt and the day on which the subscription ends.

3.3 There is no pro-rata refund for the remaining days of a billing period that has already been paid, because you keep access until the end of that period. Whether or not you use the access during that time makes no difference.

3.4 If you only wanted your test result: simply cancel during the trial. You keep your result, your report and your certificate until the end of the 7 days, and the regular price is not charged. We remind you by email at least three days before the trial ends.

3.5 Please cancel with us, not only with your bank. A blocked card or a chargeback does not end the contract. Cancelling via our website takes less than a minute. If you delete your user account, the subscription likewise ends at the end of the current billing period and nothing further is charged.

4. Refunds after an automatic renewal

4.1 Automatic renewal is part of the contract. We pointed this out before you started the test, on the order page, in the order confirmation and in the reminder email before the first regular charge. We therefore generally do not refund amounts for a billing period that has already begun on a pro-rata basis.

4.2 Goodwill rule: we know that a renewal can be overlooked. We therefore refund the charge for a billing period in full on request if

• you contact us within 14 days of the charge,
• you have not logged in to the member area or used any content during that billing period, and
• you cancel the subscription at the same time; it then ends immediately.

We grant this goodwill refund once per customer. It is a voluntary benefit that supplements your statutory rights.

5. Incorrect charges and technical problems

Duplicate charges, charges made after an effective cancellation or withdrawal, and amounts that differ from the agreed prices are always refunded in full and without delay. If our service is unusable for an extended period, you have the statutory rights in the event of defects, in particular price reduction or termination of the contract. Please contact us in these cases.

6. Chargebacks via your bank

If a charge is unclear, please contact us first. We usually reply within two working days and refund justified amounts directly. A chargeback via your bank or card issuer usually takes longer and does not end the contract. Cancelling with us is therefore necessary in any case.

7. How to request a refund

1. Send an email to help@iqhippo.com, preferably from the email address of your account, stating the date and amount of the charge and your request (withdrawal, goodwill refund or incorrect charge).
2. We review your request and usually reply within two working days.
3. Refunds are made exclusively to the means of payment originally used, via our payment service provider Stripe. In the case of withdrawal we refund no later than 14 days after receiving your withdrawal; in all other cases within five working days of our confirmation. Depending on your bank, it may take a further five to ten working days for the credit to appear on your account.

8. Contact

[Firmenname GmbH]
[Straße Hausnummer]
[PLZ Ort]
Germany
Email: help@iqhippo.com
Phone: [+49 000 0000000]

Last updated: 17 September 2026