Refund and Complaint Policy

SGS HUB – https://sgshub.eu

Effective Date: January 28, 2026

Version: 2.0

1. GENERAL PROVISIONS

1.1. This Policy defines the rules for submitting complaints and processing refunds in the SGS HUB service (hereinafter: "Service").

1.2. The Policy applies to all Services provided by SGS HUB PROSTA SPÓŁKA AKCYJNA with its registered office in Kielce, ul. Karola Olszewskiego 6, 25-663 Kielce, KRS: 0001209428, NIP: 9592088699, REGON: 543423042 (hereinafter: "Service Provider"), including:

hosting services (Subscriptions),
Digital Goods (tokens, ranks, skins).

1.3. Refund and complaint rules differ depending on the User's location, in accordance with applicable laws.

1.4. Services are not offered to residents of the United Kingdom – this Policy does not apply to persons residing in the UK.

1.5. Contact regarding complaints and refunds:
E-mail: support@sgshub.eu
Subject: "COMPLAINT" or "REFUND"

2. RIGHT OF WITHDRAWAL – EU USERS

FOR CONSUMERS FROM THE EUROPEAN ECONOMIC AREA:

2.1. Right of Withdrawal

2.1.1. In accordance with Art. 27 of the Act of May 30, 2014 on Consumer Rights and Directive 2011/83/EU, the Consumer has the right to withdraw from a distance contract within 14 days without giving any reason.

2.1.2. The withdrawal period runs:

for service contracts – from the day of concluding the contract,
for contracts for the supply of digital content – from the day of concluding the contract.

2.2. Exercise of the Right of Withdrawal

2.2.1. To exercise the right of withdrawal, the Consumer must inform the Service Provider of their decision by an unequivocal statement sent to: support@sgshub.eu.

2.2.2. The Consumer may use the model withdrawal form (Annex No. 1), but it is not mandatory.

2.2.3. To meet the withdrawal deadline, it is sufficient to send the statement before its expiry.

2.3. Exceptions to the Right of Withdrawal

IMPORTANT: The right of withdrawal DOES NOT APPLY in the following cases:

a) Digital Content (Digital Goods) – Art. 38 point 13 of the Consumer Rights Act:

The right of withdrawal does not apply to contracts for the supply of digital content not supplied on a tangible medium if the performance has begun with the Consumer's express prior consent before the deadline to withdraw from the contract and after being informed by the trader about the loss of the right of withdrawal.

In practice: When purchasing Digital Goods (tokens, ranks, skins), the User prior to finalizing the transaction:

agrees to the immediate delivery of digital content,
confirms being informed about the loss of the right of withdrawal,
loses the right of withdrawal upon delivery of Digital Goods.

b) Fully Performed Services – Art. 38 point 1 of the Consumer Rights Act:

The right of withdrawal does not apply to service contracts if the trader has fully performed the service with the Consumer's express consent, and the Consumer was informed before the performance began that they would lose the right of withdrawal once the contract has been fully performed by the trader.

2.4. Effects of Withdrawal

2.4.1. In the event of effective withdrawal from the contract, the Service Provider reimburses all payments received within 14 days from the day on which the withdrawal notice is received.

2.4.2. Reimbursement is made using the same payment method used by the Consumer (Stripe), unless the Consumer has expressly agreed to a different reimbursement method.

2.4.3. In the case of withdrawal from a service contract (Subscription), if the Consumer requested the commencement of the service performance before the withdrawal period expired, they are obliged to pay an amount proportional to the scope of services performed until the moment of informing about withdrawal.

3. REFUND POLICY – USA USERS

FOR USERS IN THE UNITED STATES:

3.1. General Policy

3.1.1. ALL SALES ARE FINAL. Due to the nature of digital goods and services, all purchases made by users located in the United States are final and non-refundable, except as otherwise provided in this section.

3.1.2. By completing a purchase, you acknowledge and agree that:

Digital Goods are delivered immediately upon purchase,
You waive any right to cancel or receive a refund once delivery begins,
Subscription fees are non-refundable for any partial billing periods.

3.2. Exceptions

3.2.1. Refunds may be granted at SGS Hub's sole discretion in the following circumstances:

a) Technical Defects: If a purchased Digital Good or Service is technically defective and cannot be used as intended, and SGS Hub is unable to remedy the defect within a reasonable time.

b) Duplicate Charges: If you were charged multiple times for the same item due to a technical error.

c) Unauthorized Transactions: If a purchase was made without your authorization (subject to verification).

3.3. Refund Requests

3.3.1. To request a refund under the exceptions above, contact support@sgshub.eu with:

Your account information,
Order/transaction ID,
Detailed description of the issue,
Evidence supporting your claim (if applicable).

3.3.2. Refund requests will be evaluated within 10 business days.

3.3.3. Approved refunds will be processed within 14 days using the original payment method.

4. COMPLAINT PROCEDURE (ALL JURISDICTIONS)

4.1. Grounds for Complaint

4.1.1. The User may submit a complaint in the event of:

a) non-conformity of the Service with the contract (e.g., server parameters inconsistent with the Plan description),

b) technical errors preventing the use of Services,

c) payment or billing issues (e.g., incorrect charge),

d) non-delivery or defects of Digital Goods,

e) other violations of the Regulations by the Service Provider.

4.2. Formal Requirements for Complaints

4.2.1. A complaint should contain:

a) User identification data (Account name, email address),

b) order or transaction number (if applicable),

c) detailed description of the problem or non-conformity,

d) date of occurrence of the problem,

e) expected resolution (e.g., repair, replacement, refund),

f) evidence (e.g., screenshots, logs).

4.2.2. Complaints should be submitted to:

E-mail: support@sgshub.eu
Subject: "COMPLAINT – [short description of problem]"

4.3. Complaint Processing Deadlines

| Stage | Deadline | | --------------------------------------- | ------------------------------------------- | | Confirmation of receipt | 2 business days | | Consideration of complaint | 14 calendar days | | If information needs to be supplemented | Deadline runs from receipt of complete data | | Response to complaint | E-mail to User's address |

4.3.1. In particularly complex cases, the deadline may be extended to 30 days, of which the User will be informed along with the reason.

4.4. Resolution of Complaint

4.4.1. If the complaint is accepted, the Service Provider may:

a) repair the defect or remove the non-conformity,

b) replace the defective product with one free from defects (e.g., re-deliver Digital Goods),

c) reduce the price proportionally to the identified non-conformity,

d) make a full refund,

e) grant compensation in the form of Service credit or additional Digital Goods.

4.4.2. The choice of the method of resolving the complaint belongs to the Service Provider, taking into account the User's request and legal regulations.

5. COMPLAINTS REGARDING DIGITAL GOODS

5.1. Scope

5.1.1. Complaints regarding Digital Goods (tokens, ranks, skins) are processed based on the rules specified in section 4, taking into account the specificity of digital content.

5.2. Cases of Acceptance

5.2.1. A complaint regarding Digital Goods will be accepted in the event of:

a) Technical error on the Service Provider's side – e.g., purchased tokens were not added to the Account despite payment confirmation.

b) Defective Digital Goods – e.g., rank does not work as described, skin not displaying correctly.

c) Discrepancy with description – e.g., functionality of Digital Goods significantly deviates from the description in the Service.

5.3. Cases of Rejection

5.3.1. A complaint regarding Digital Goods WILL NOT BE ACCEPTED in the event of:

a) Change of mind – User simply no longer wants the purchased Digital Goods.

b) User's fault – loss of Digital Goods resulting from violation of Regulations, sharing login data, or Account deletion.

c) Subjective expectations – Digital Goods work as described but do not meet the User's subjective expectations.

d) Changes in Service – modification or removal of Digital Goods functionality resulting from Service development (subject to rules specified in Digital Goods Terms and Conditions).

5.4. Realization of Accepted Complaint

5.4.1. In case of accepting a refund for Digital Goods, the Service Provider will:

a) firstly – fix the error and restore access to Digital Goods, or

b) offer equivalent compensation (e.g., additional tokens), or

c) make a refund (if repair is not possible and User does not accept compensation).

6. REFUNDS – TECHNICAL RULES

6.1. Refund Method

6.1.1. Refunds are processed via the payment operator Stripe using the same payment method used by the User for the purchase.

6.1.2. Refund processing time:

Processing by SGS Hub: up to 14 days from refund decision,
Credit to User's account: depends on bank/card issuer (usually 3-10 business days).

6.2. Refund Amount

6.2.1. In case of a full refund – the full transaction amount is returned.

6.2.2. In case of a partial refund (e.g., proportional price reduction) – the amount corresponding to the non-conformity is returned.

6.2.3. Transaction costs (Stripe fees) are not refunded to the User unless the refund results from the Service Provider's error.

7. OUT-OF-COURT DISPUTE RESOLUTION

7.1. For EU Users

7.1.1. An EU Consumer has the option to use out-of-court dispute resolution methods, including:

a) Mediation conducted by Provincial Inspectorates of Trade Inspection,

b) ODR Platform (Online Dispute Resolution) of the European Commission: https://ec.europa.eu/consumers/odr,

c) Permanent Consumer Arbitration Courts operating at Provincial Inspectorates of Trade Inspection.

7.1.2. The use of out-of-court dispute resolution methods is voluntary and requires the consent of both parties.

7.2. For USA Users

7.2.1. Disputes with USA users are subject to the arbitration procedure specified in the Terms of Service (Section 11).

8. FINAL PROVISIONS

8.1. This Policy constitutes an integral part of the SGS HUB Terms of Service.

8.2. In matters not covered by this Policy, the following apply:

Polish law (Consumer Rights Act, Civil Code),
for USA users: applicable state laws.

8.3. The Service Provider reserves the right to change this Policy. Users will be informed about changes 14 days in advance.

ANNEX NO. 1: MODEL WITHDRAWAL FORM

(Complete and return this form only if you wish to withdraw from the contract – applies only to EEA Consumers)

To: SGS HUB PROSTA SPÓŁKA AKCYJNA ul. Karola Olszewskiego 6 25-663 Kielce E-mail: support@sgshub.eu

I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods / for the provision of the following service / for the supply of the following digital content(*):

.......................................................................................................................................................

Ordered on(*) / received on(*):

.......................................................................................................................................................

Name of consumer(s):

.......................................................................................................................................................

Address of consumer(s):

.......................................................................................................................................................

Email address associated with Account:

.......................................................................................................................................................

Signature of consumer(s) (only if this form is notified on paper):

.......................................................................................................................................................

Date:

.......................................................................................................................................................

(*) Delete as appropriate.

SGS HUB PROSTA SPÓŁKA AKCYJNA Kielce, January 28, 2026