Refund policy

Return and Refund Policy

Last updated: June 5th 2025

1. Overview

TweakingGuy provides digital PC optimization services delivered remotely. Due to the nature of our services, this Return and Refund Policy outlines the limited circumstances under which refunds may be available.

IMPORTANT: Our services are primarily NON-REFUNDABLE once delivered, as they constitute digital services that are fully performed with your express consent.

2. Service-Based Business Nature

2.1 Digital Service Delivery

  • Our PC optimization is a digital service performed remotely
  • The service is delivered instantly during your scheduled session
  • Once optimizations are applied to your system, the service is considered fully delivered
  • You cannot "return" optimizations as they become part of your system configuration

2.2 Express Consent Requirement

By booking our service, you explicitly agree that:

  • We will begin service delivery before the standard 14-day withdrawal period expires
  • The service will be fully performed during your session
  • You understand this may forfeit your right to withdraw from the contract

3. No Refund Policy - After Service Completion

3.1 Non-Refundable Circumstances

NO REFUNDS will be provided for:

✗ Completed optimization sessions - Once your PC has been optimized, the service is fully delivered
✗ Performance dissatisfaction - Results may vary based on hardware and system configuration
✗ Change of mind - After service completion
✗ Hardware limitations - If your hardware limits achievable improvements
✗ Software conflicts - Discovered after optimization is complete
✗ User error - Modifications made by customer after our service
✗ Missed appointments - Due to customer absence or late arrival
✗ Technical issues on customer side - Internet problems, access issues, etc.

3.2 Legal Basis

This policy complies with:

  • EU Consumer Rights Directive Article 16(m) - Exclusion for digital services fully performed with consumer consent
  • German Civil Code (BGB) - Service contracts for completed digital services
  • German Distance Selling Laws - Express consent for immediate service delivery

4. Limited Refund Circumstances - Pre-Service Only

4.1 Eligible Refund Scenarios (Before Service Delivery)

✓ Service not yet delivered - Full refund if we haven't started your optimization
✓ Our technical inability - If we cannot perform the service due to our limitations
✓ Fraud or payment error - Duplicate charges or unauthorized transactions
✓ Service cancellation by us - If we must cancel due to circumstances on our end

4.2 Cancellation Refunds

Refunds for cancellations are subject to our cancellation fee structure:

  • More than 48 hours before session: Full refund available
  • 24-48 hours before session: Refund minus €30 cancellation fee
  • Less than 24 hours before session: Refund of only 10% (90% cancellation fee)
  • Within 12 hours of session: No refund available

5. Refund Process

5.1 How to Request a Refund

If you believe you qualify for a refund under the limited circumstances above:

  1. Contact us immediately at thetweakingguy1@gmail.com
  2. Include your order number and booking details
  3. Explain the specific reason for your refund request
  4. Provide supporting documentation if applicable
  5. Submit within 48 hours of the qualifying event

5.2 Refund Review Process

  • We will review your request within 2-3 business days
  • You will receive written confirmation of our decision
  • If approved, refunds will be processed to your original payment method
  • Refund processing may take 5-10 business days depending on your payment provider

5.3 Partial Refunds

In exceptional circumstances, we may offer partial refunds for:

  • Sessions interrupted due to our technical issues
  • Service delivery that was significantly incomplete due to our fault
  • Approved emergency cancellations (at our discretion)

6. Warranty vs. Refund

6.1 14-Day Warranty Coverage

Instead of refunds, we provide a 14-day warranty for:

  • System crashes caused by our optimizations
  • Technical support for optimization-related issues
  • Troubleshooting and problem resolution

Important: Warranty provides service support, not monetary refunds.

6.2 Warranty Conditions

  • System must remain unchanged since optimization
  • Issues must be directly related to our modifications
  • Customer must allow remote access for diagnosis
  • Warranty covers our time and expertise, not hardware replacement

7. Consumer Rights Information

7.1 EU Consumer Rights

Under EU law, you have the right to:

  • 14-day withdrawal period - However, this is waived when you agree to immediate service delivery
  • Clear information - About the nature of our digital services
  • Fair contract terms - All terms are clearly explained before purchase

7.2 Dispute Resolution

If you believe your consumer rights have been violated:

  1. Contact us first to resolve the issue
  2. Contact German consumer protection authorities if needed
  3. Use EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/
  4. Seek legal advice for complex disputes

8. Payment Disputes

8.1 Chargeback Protection

  • Unjustified chargebacks may result in service suspension
  • We will provide evidence of service delivery to payment processors
  • Customers may be liable for chargeback fees if disputes are unfounded

8.2 Payment Processor Policies

  • PayPal, Stripe, and other processors have their own dispute resolution processes
  • These may override our policy in certain circumstances
  • We will cooperate with legitimate payment disputes

9. Exceptions and Special Circumstances

9.1 Technical Impossibility

If we determine your system cannot be optimized due to:

  • Incompatible hardware or software
  • Severe malware infections requiring cleaning first
  • System instability preventing safe optimization

Result: Full refund or rescheduling after issues are resolved

9.2 Emergency Exceptions

In cases of genuine emergencies (medical, family, etc.):

  • We may waive cancellation fees at our discretion
  • Documentation may be required
  • Decisions are made case-by-case
  • No guarantee of refund approval

10. Refund Policy Updates

10.1 Policy Changes

  • We may update this policy to comply with changing laws
  • Material changes will be communicated via email
  • Continued use of services constitutes acceptance of updates
  • Changes typically take effect 30 days after notification

10.2 Grandfathering

  • Existing bookings are governed by the policy in effect at time of purchase
  • New bookings are subject to the current policy version

11. Contact Information

For refund requests or questions about this policy:

Email: thetweakingguy1@gmail.com
Phone: +4917664194159
Address: Münchener Str. 70, 85737 Ismaning, Germany

Response Time: We aim to respond to refund requests within 48 hours during business days.

12. Final Notes

12.1 Service Value

Remember that our optimization service:

  • Costs only 21% of equivalent hardware upgrades
  • Provides lasting performance improvements
  • Includes 14-day warranty support
  • Offers exceptional value for competitive gamers

12.2 Customer Satisfaction

While refunds are limited, we are committed to:

  • Delivering high-quality optimization services
  • Providing comprehensive warranty support
  • Resolving issues whenever possible
  • Maintaining transparent communication

By purchasing our services, you acknowledge that you have read and understood this Return and Refund Policy and agree to its terms.