Refund Policy

Last updated: March 20, 2026 MoleHole

This Refund Policy governs the conditions under which refunds are granted for the MoleHole service. MoleHole operates as a Software-as-a-Service (SaaS) under applicable tax regulations.

Important Notice: The service is provided immediately upon payment receipt. By paying for and using the service, you acknowledge that you waive your 14-day right of withdrawal as the service is fully rendered upon provision.

1. Service Description

1.1. Nature of Service

MoleHole is a developed software solution consisting of:

  • Web interface as user interface
  • Server infrastructure for technical implementation
  • Automatically generated security configurations

1.2. Immediate Service Provision

The service is provided in full immediately upon payment receipt. This includes:

  • Immediate activation of access to server infrastructure
  • Instant generation and provision of configuration file or QR code
  • Prompt ability to establish secure connection

Due to the immediate and complete provision of the service, withdrawal after commencement of use is excluded.

2. Exclusion of Withdrawal Right and Refund

2.1. General Principle

The right of withdrawal expires once the service has been fully rendered and MoleHole has commenced execution of the service after the user:

  1. has expressly consented to the execution of the service before the expiry of the withdrawal period of 14 days, and
  2. has confirmed that they are aware that they lose their right of withdrawal upon complete rendering of the service.

2.2. No Refund When

A refund will not be granted if any of the following circumstances apply:

  • Substantial Data Usage: More than 100 MB of data has been processed through the connection
  • AUP Violation: The user has violated the Acceptable Use Policy (AUP), including but not limited to:
    • Use of P2P protocols (BitTorrent, etc.)
    • Spam sending, DDoS attacks, port scanning
    • Distribution of malware or illegal content
    • Crypto mining without prior consent
  • Chargeback: A chargeback procedure has been initiated
  • Account Suspension: The account has been suspended due to terms of service violations

2.3. Goodwill Policy

Notwithstanding the foregoing, MoleHole reserves the right to grant refunds on a case-by-case basis for goodwill reasons, particularly if:

  • The service did not work as expected and a solution could not be provided
  • The user accidentally activated the service and did not use it (data usage under 10 MB)

2.4. Experimental Features

Changes or discontinuation of experimental features do not entitle the user to a refund. Core functionality (secure connection) remains guaranteed.

3. Refund Process

3.1. Submitting a Request

Refund requests must be submitted by email to [email protected].

3.2. Processing Time

Processing of a request typically takes up to 10 (ten) business days.

3.3. Discretion

MoleHole reserves the right to grant or deny refunds on a case-by-case basis at its sole discretion. MoleHole's decision is final.

3.4. Non-Refundable Fees

The following fees are not refundable:

  • Transaction fees from payment providers
  • Bank fees for wire transfers
  • Currency conversion fees

4. Payment Methods and Fees

4.1. Payment Provider Fees

For payments via third-party providers, transaction fees apply (typically 1.4% to 4.5% per transaction plus fixed fees). These fees are non-refundable.

4.2. Bank Transfer

For payments by bank transfer, bank fees apply and are non-refundable.

5. Applicable Law

5.1. Right of Withdrawal for Digital Services (§ 356 Abs. 5 BGB)

Distance contracts for digital services are generally subject to a 14-day right of withdrawal. This right expires according to § 356 Abs. 5 BGB when the service has been fully rendered and the provider has commenced execution after the consumer:

  1. has expressly consented to the execution of the service before the expiry of the withdrawal period, and
  2. has confirmed that they are aware that they lose their right of withdrawal upon complete rendering of the service.

By paying for and using the MoleHole service, you expressly provide this consent and confirmation.

5.2. Statutory Warranty Rights

Notwithstanding the above expiration of the right of withdrawal, your statutory warranty rights remain unaffected in the event that the service is defective.

5.3. Governing Law and Jurisdiction

This Refund Policy is governed by German law (BGB). In disputes arising from or in connection with this Refund Policy, the place of jurisdiction is at the registered office of MoleHole (Hamburg, Germany), unless mandatory legal provisions provide otherwise.

6. Contact for Questions

For questions about the refund policy, please contact:

Email: [email protected]

7. Final Provisions

7.1. Duration

This Refund Policy applies from March 20, 2026. MoleHole reserves the right to change this policy at any time with effect for the future. The updated version will be published on the website.

7.2. Relationship to Other Agreements

Should individual provisions of this Refund Policy conflict with the Terms of Service or the Public Offer Contract, the respectively more specific provision shall prevail. In case of doubt, the Terms of Service take precedence.

7.3. Severability Clause

Should any provision of this Refund Policy be or become invalid, the validity of the remaining provisions shall remain unaffected. In place of the invalid provision, the valid provision which comes closest to the economic purpose of the invalid provision shall be deemed agreed.

Last updated: March 20, 2026