Effective Date: 1 July 2026

Issued by: Ermitage®, Registered Trademark No. 85543, Republic of Cyprus

Limassol, Cyprus

legal@ermitage.pro

ermitageproaccess.taplink.ws

⚠  This document constitutes a legally binding agreement. Please read carefully.

Overview

This Refund & Cancellation Policy is issued by the owner and operator of the Ermitage® brand (Registered Trademark No. 85543, Republic of Cyprus), trading as Ermitage Pro Access, Limassol, Cyprus (“Provider”). It governs rights and procedures applicable to the termination of an Ermitage Pro Access subscription and any associated refund claims.

As the Service is designed exclusively for B2B use by professionals, the broad consumer cancellation rights under EU Directive 2011/83/EU on Consumer Rights do not apply in full. However, the Provider voluntarily provides a structured cancellation and refund framework as set out below, which in several respects exceeds statutory B2B minimums.

Applicable Legal Framework

◆ EU Directive 2011/83/EU on Consumer Rights — Arts. 9–16 (noted for reference; B2B service)

◆ Cyprus Consumer Protection Law, L.133(I)/2021 — implementing Directive 2011/83/EU

◆ Cyprus Contract Law, Cap. 149 — provisions on frustration, misrepresentation, and remedies

◆ EU Directive 2015/2366 (PSD2) — payment service rights and chargeback framework

◆ EU Unfair Contract Terms Directive 93/13/EEC — fairness standards applied by analogy

◆ Cyprus Sale of Goods Law, Cap. 267 — implied terms of satisfactory quality

Article 1. Nature of the Service — Digital Access

1.1  The Pro Access membership is a digital service granting immediate access to professional pricing, account features, and member-only content upon Activation.

1.2  Pursuant to Article 16(m) of EU Directive 2011/83/EU, the right of withdrawal does not apply to digital services where performance has begun with the Subscriber’s explicit consent and acknowledgement that the right of withdrawal is lost.

1.3  Where the Subscriber activates the Service and accesses Professional Pricing, account features, or uses the Product Credit, the subscription is deemed delivered and a refund is not generally available under standard terms.

Article 2. 14-Day Voluntary Refund — Goodwill Period

2.1  As a goodwill gesture exceeding statutory B2B obligations, the Provider offers a fourteen (14) calendar day refund period from the date of initial Activation, subject to the conditions below.

2.2  A full refund of €288 will be issued if: (a) the refund request is submitted within fourteen (14) days of Activation; AND (b) the Subscriber has placed fewer than two (2) product orders using Professional Pricing; AND (c) the Subscriber has not redeemed or utilised the Founders Program Product Credit (€100).

2.3  If any Product Credit has been redeemed, the refund will be reduced by the value of credit used. If two or more orders have been placed, no refund is available under this clause.

2.4  Refund requests must be submitted in writing to legal@ermitage.pro with subject line “Refund Request — [Account Email]”. Eligible refunds are processed within ten (10) business days.

2.5  This goodwill period applies to initial activation only, not to subscription renewals.

Article 3. Circumstances Entitling Subscriber to a Full Refund

Regardless of the goodwill period, the Subscriber is entitled to a full refund in the following circumstances:

3.1  Material Failure of Service: where the Provider fails to activate the account within the guaranteed timeframe (24 hours standard; 1 hour Founders Priority) and does not remedy the failure within a further 24 hours after written notification.

3.2  Extended Service Unavailability: where the Service is unavailable for a continuous period exceeding seventy-two (72) hours due to causes within the Provider’s control, and no appropriate service credit is offered.

3.3  Fundamental Misrepresentation: where the Service materially differs from its described features and the Provider cannot remedy the deficiency within fourteen (14) days of written notice, per Cyprus Contract Law, Cap. 149, Section 19.

3.4  Duplicate Charge: where the Subscriber is charged more than once for the same subscription period due to technical error. The duplicate charge will be refunded within five (5) business days.

Article 4. No-Refund Circumstances

No refund shall be issued in the following circumstances:

4.1  The subscription has been active for more than fourteen (14) calendar days and none of the conditions in Article 3 apply.

4.2  The Subscriber has actively used the Service beyond the goodwill threshold in Article 2.2.

4.3  The subscription is cancelled after the goodwill period. Service access remains until end of the paid term.

4.4  The account was terminated due to breach of the B2B Subscription Agreement.

4.5  The Subscriber changes their mind about membership value absent any Service deficiency.

4.6  Founders Program Product Credit (€100) is non-refundable in all circumstances once applied.

Article 5. Cancellation Procedure

5.1  The Subscriber may cancel at any time by written request to legal@ermitage.pro with subject line “Cancellation Request — [Account Email]”.

5.2  Cancellation takes effect at the end of the current subscription period. Full Service access is maintained through the paid term.

5.3  Cancellation does not entitle the Subscriber to a pro-rata refund unless conditions in Article 3 are met.

5.4  Upon cancellation: (a) Professional Pricing access suspends at term end; (b) unused Product Credit is forfeited; (c) Founders price-lock ceases upon re-subscription.

5.5  The Provider will send written cancellation confirmation within three (3) business days.

Article 6. Refund Processing and Timelines

6.1  All approved refunds are processed to the original payment method.

6.2  Timelines: (a) eligibility confirmed upon review; (b) refund initiated within five (5) business days of approval; (c) funds credited within five (5) to ten (10) business days depending on the payment method.

6.3  Bank transfer fees or currency conversion costs are outside the Provider’s control.

6.4  Where a chargeback is initiated without first contacting the Provider, the Provider reserves the right to: (a) suspend or terminate the subscription; (b) contest the chargeback; (c) pursue recovery of chargeback dispute costs. This is consistent with EU Directive 2015/2366 (PSD2).

Article 7. Dispute Resolution

7.1  Refund disputes must first be directed to legal@ermitage.pro with fifteen (15) business days allowed for resolution.

7.2  Unresolved disputes are subject to the governing law provisions of the B2B Subscription Agreement (Limassol, Cyprus courts).

7.3  Sole traders and micro-enterprises may refer disputes to the Cyprus Consumers’ Ombudsman or EU ODR platform (ec.europa.eu/consumers/odr).

Article 8. Policy Updates

8.1  Material changes will be communicated by email at least thirty (30) days before taking effect.

8.2  The Policy applicable at the time of purchase governs rights for that subscription period, unless changes are required by law.

Summary Table — Quick Reference

Within 14 days, no orders, no credit used: Full refund €288 — eligible.

Within 14 days, ≥2 orders or credit used: No refund or reduced refund.

After 14 days, standard cancellation: No refund. Service access until period end.

Service activation failure: Full refund — eligible.

Extended outage >72h: Full refund or service credit — eligible.

Duplicate charge: Full refund — eligible.

Account terminated for breach: No refund.

Product Credit €100: Non-refundable in all cases.