Cancellation & Refund Policy

1. Scope of Application

This Policy applies to all contracts concluded between ELLYTIC and the User (as defined in the Terms of Service) for the provision of ELLYTIC Identity Products, Certified Translation Services, and any ancillary services offered through the platform.

ELLYTIC Identity Products comprise six (6) service packages: Identity Starter Bundle, Identity Full Service Bundle, Certified Translations, Banking Translations, Identity Life Events, and Identity Deregistration & Authorities Support.

2. Right of Cancellation by ELLYTIC (Document Eligibility)

ELLYTIC reserves the right to cancel an order in whole or in part, with a full refund of the purchase price, if the documents submitted by the User originate from a jurisdiction that is not party to the Hague Convention Abolishing the Requirement of Legalisation for Foreign Public Documents (Hague Apostille Convention) and the complexity of the resulting legalisation process exceeds the scope of the ordered service.

In such cases, ELLYTIC will notify the User within five (5) business days of receipt of the documents. The full purchase price will be refunded to the original payment method within fourteen (14) calendar days of the cancellation notice.

If only part of the submitted documents is affected, ELLYTIC may offer partial fulfilment at a proportionally adjusted price. The User may accept or decline this offer; in case of decline, a full refund shall be issued.

3. Delivery Timeframes and Refund Entitlements

The following delivery-time commitments apply to the ELLYTIC products listed below. Where ELLYTIC exceeds the stated timeframes for reasons attributable to ELLYTIC, the User receives the goodwill remedies set out below and, upon request, a partial refund as specified. Mandatory statutory consumer rights remain unaffected.

3.1 Certified Translations & Banking Translations

ELLYTIC aims to deliver Certified Translations and Banking Translations within one (1) business day from the date of order confirmation and receipt of all documents to be translated. Where delivery is delayed for reasons attributable to ELLYTIC, the following escalation applies, with business days calculated in accordance with Section 3.3:

(a) on the second (2nd) business day, ELLYTIC sends the User a status update and apology by email; (b) on the third (3rd) business day, ELLYTIC issues the User, at no cost and as a gesture of goodwill, a voucher of twenty euros (€20), valid for thirty (30) days, single-use, redeemable against a minimum order value of one hundred and fifty euros (€150); (c) on the fifth (5th) business day, ELLYTIC sends a further status update by email; (d) if delivery has not taken place by the end of the tenth (10th) business day, the User is entitled, upon request in accordance with Section 5, to a refund of fifty percent (50%) of the translation fee, less the value of any voucher already issued under (b).

The one-business-day target in this Section 3.1 applies to the core translation service only. Where the User has purchased additional services as part of the Banking Translations package — including, but not limited to, the E1 Tax Declaration, Tax Certificate, or Greek Mobile Number (eSIM) add-on — the processing time for such additional services depends on the User's timely completion of the customer-dependent steps described in Section 4.

3.2 Identity Starter Bundle, Identity Full Service Bundle, Identity Life Events & Identity Deregistration & Authorities Support

ELLYTIC aims to complete the Identity Starter Bundle, Identity Full Service Bundle, Identity Life Events, and Identity Deregistration & Authorities Support within three (3) business days from the date on which all prerequisites (see Section 4) have been fulfilled.

The processing time for these products is inherently dependent on the User's timely participation in customer-dependent steps, including execution of a Power of Attorney (PoA), attendance at the online appointment with the Greek tax authority (myAADE), and entry of the resulting AFM into the ELLYTIC system. The three-business-day commitment commences only after all such prerequisites have been completed by the User.

Where completion is delayed for reasons attributable to ELLYTIC, the following escalation applies, with business days calculated in accordance with Section 3.3 and counted only after all prerequisites have been fulfilled: (a) on the fourth (4th) business day, a status update and apology by email; (b) on the fifth (5th) business day, a goodwill voucher of twenty euros (€20), valid for thirty (30) days, single-use, redeemable against a minimum order value of one hundred and fifty euros (€150); (c) on the seventh (7th) business day, a further status update by email; (d) if completion has not taken place by the end of the twelfth (12th) business day, the User is entitled, upon request in accordance with Section 5, to a refund of fifty percent (50%) of the purchase price for the affected service, less the value of any voucher already issued under (b).

3.3 Calculation of Business Days

Business days are Monday through Friday, excluding public holidays in the Free and Hanseatic City of Hamburg, Germany. Orders placed on non-business days are deemed received on the next business day.

4. Customer-Dependent Steps (Tolling of Processing Time)

Certain services require active participation by the User before ELLYTIC can commence or continue processing. These customer-dependent steps include, but are not limited to:

• Execution and submission of a Power of Attorney (PoA) as required by the service;
• Attendance at and completion of the online appointment with the Greek tax authority (myAADE) for the issuance of a Greek Tax Identification Number (AFM);
• Activation of a Greek mobile phone number (delivered as an eSIM — a digital SIM profile, not a physical SIM card) where required for authentication purposes; the eSIM details are made available in the User's customer dashboard immediately upon provisioning by ELLYTIC;
• Entry of the AFM and any other required personal data into the ELLYTIC system.

The processing time stated in Section 3 shall be tolled (suspended) for the entire duration during which ELLYTIC is waiting for the User to complete any customer-dependent step. The processing time shall resume on the business day following the date on which the User has completed all outstanding prerequisites and the required data is available in the ELLYTIC system.

ELLYTIC shall make commercially reasonable efforts to notify the User of pending customer-dependent steps via email and/or the platform dashboard. Non-receipt of such notification does not relieve the User of the obligation to complete the required steps in a timely manner.

If the User fails to complete the required customer-dependent steps within sixty (60) calendar days of the order date, ELLYTIC reserves the right to close the case. In such event, no refund shall be owed, as the delay is not attributable to ELLYTIC.

5. Refund Procedure

Refund requests must be submitted in writing via email to support@ellytic.com or through the platform's support function. Each request must include the order number, a description of the issue, and, where applicable, evidence of the delay.

ELLYTIC will review refund requests within five (5) business days of receipt and notify the User of its decision. Approved refunds will be processed to the original payment method within fourteen (14) calendar days of approval.

Refunds are issued in the currency of the original transaction. Any currency conversion differences or third-party payment processing fees are borne by the respective payment provider and are outside ELLYTIC's control.

6. Exclusions from Refund Entitlements

No refund shall be owed in the following circumstances:

• The service has been fully completed and delivered as agreed;
• The delay is attributable to the User's failure to complete customer-dependent steps (Section 4);
• The delay is caused by third parties outside ELLYTIC's control, including but not limited to government authorities, postal services, or banks;
• The User provided incorrect, incomplete, or fraudulent information or documents;
• The User has initiated a chargeback or payment dispute with their payment provider for the same transaction.

7. Statutory Right of Withdrawal (EU Consumers)

Consumers within the European Union have a statutory right of withdrawal within fourteen (14) calendar days of contract conclusion, without giving any reason, in accordance with Article 9 of Directive 2011/83/EU and §§ 355 ff. BGB.

However, in accordance with Article 16(a) of Directive 2011/83/EU and § 356 Abs. 4 BGB, the right of withdrawal expires prematurely if ELLYTIC has fully performed the service and the User expressly consented to the commencement of performance before the withdrawal period expired, and acknowledged that the right of withdrawal would be lost upon full performance.

During the checkout process, the User is informed of and consents to this early commencement of service performance.

8. Force Majeure

ELLYTIC shall not be liable for delays or non-performance caused by events of force majeure, including but not limited to natural disasters, pandemics, government actions, war, terrorism, cyberattacks, or disruption of essential infrastructure. In such cases, processing deadlines are extended by the duration of the impediment.

9. Amendments

ELLYTIC reserves the right to amend this Policy at any time. Amendments will be published on the platform and, where material, communicated to existing Users by email. The version in effect at the time of order placement shall apply to that order.

10. Governing Law and Jurisdiction

This Policy is governed by the laws of the Federal Republic of Germany, without regard to conflict-of-laws principles. For consumers, mandatory consumer protection provisions of their country of habitual residence shall apply where they provide a higher level of protection.

The exclusive place of jurisdiction for disputes with entrepreneurs is Hamburg, Germany. For consumers, jurisdiction is determined in accordance with applicable statutory provisions.

11. Contact

For questions regarding this Policy or to submit a refund request: