Withdrawal, refunds and cancellation — Ugokami subscription

Version of [DATE]

Withdraw from the contract here ([URL_RETRACTATION])

The Ugokami subscription (exporting models from Ugokami Rig) is sold by Polar (Polar Software, Inc.), which sells it in its own name as reseller ("merchant of record"); the software and the licence are supplied by [NOM ET PRÉNOM] EI. Two plans: Monthly, with no minimum term and cancellable at any time, and the 12-month pass, paid once, with no automatic renewal. This page says how to withdraw, get a refund and stop the subscription.

1. The right of withdrawal

• As a consumer, you have 14 days after the purchase (the day the contract is concluded) to withdraw, without giving any reason.
• The subscription supplies you with digital content not on a physical medium: the licence that opens export in Ugokami Rig. The key alone gives access to nothing: the licence is supplied when you activate the key.
• Under article L221-28 13° of the French Consumer Code, the right of withdrawal can no longer be exercised for digital content whose performance has begun before the end of the withdrawal period, where you gave your prior express consent for performance to begin, acknowledged that you lose your right of withdrawal, and we supplied a confirmation of your consent on a durable medium.
• In practice: before you activate your key, Ugokami Rig asks you to tick a box by which you ask to export right away and acknowledge that you lose your right of withdrawal. When you click "Activate", it saves, and shows you, a dated text file that confirms your consent: Documents\Ugokami\Confirmation-activation-YYYY-MM-DD.txt ("-2" is added to the name for a second confirmation on the same day). This is the confirmation on a durable medium, keep it. From activation on, the right of withdrawal no longer applies.
• As long as the key has never been activated, you are refunded in full on request within 14 days of the purchase, with no reason needed.
• If you withdraw while the law still allows it after asking for immediate performance, you pay for the part of the subscription already supplied (article L221-25), except where the law provides that nothing is owed.
• Once the key is activated, the current period is not refunded, except in the cases of section 4 or where the law provides otherwise.
• How to withdraw. Before the period ends, send us an unambiguous statement: online, Withdraw from the contract here ([URL_RETRACTATION]); by e-mail to contact@ugokami.com; by post to [NOM ET PRÉNOM] EI, [ADRESSE] (phone: [TÉLÉPHONE]); or to Polar (support@polar.sh). You may use the form in section 5, but you do not have to. You can also exercise your right of withdrawal online at [URL_RETRACTATION]. If you use this online function, we will send you, without delay, an acknowledgement of receipt of the withdrawal on a durable medium (for example, by e-mail), including its content and the date and time it was submitted.
• Effects. If you withdraw, we refund all payments received from you without undue delay and in any event no later than 14 days from the day we are informed of your decision, using the same means of payment as for the purchase, at no cost to you.

2. Asking for a refund

• Write to contact@ugokami.com with the e-mail address used for the purchase and the order number (in Polar's e-mail). Never send us your full key: the order number is enough. For a withdrawal, you may also use Withdraw from the contract here ([URL_RETRACTATION]) or the form in section 5.
• We check that the key was never activated and issue the refund through Polar no later than 14 days after your request. The money goes back to the payment method used for the purchase.
• The refund ends the subscription and the key is deactivated.

3. Cancelling the subscription

• Monthly plan: at any time, in a few clicks, from your Polar customer area: Cancel your contract. You sign in with the e-mail address of the purchase, with no account to create. You may also write to us at contact@ugokami.com.
• Cancelling stops further payments: the subscription stays active, and export open, until the end of the month already paid for. No fee, no notice, and no pro-rata refund of the current month (except under section 4). Polar sends you a confirmation of the cancellation.
• 12-month pass: it does not renew, there is nothing to cancel. On its end date, export closes; to carry on, you buy a new pass, with a new key.
• After the subscription or the pass ends, models already exported keep opening in Ugokami Studio and Ugokami Rig stays free for rigging: only exporting new models closes.

4. When we always refund

• Double payment or billing error.
• A defect that prevents export and that we cannot fix within a reasonable time (legal guarantee of conformity).
• The software is discontinued, or an update removes or degrades a paid feature and you refuse it (section 9 of the licence agreement): the unused part of the current period is refunded.
• The key cannot be activated or checked, or export closes during a paid period, for a reason that does not lie with you (an outage, an error or a change of our payment and licensing provider, an outage of our licence server), and neither a free update nor a rescue code has reopened it within 30 days: the paid part of the period concerned is refunded.
• If Polar no longer allows refunds (for instance after the store has closed), we refund you ourselves, by bank transfer.

5. Withdrawal form

Fill in and send back this form only if you wish to withdraw from the contract, by e-mail to contact@ugokami.com or by post. You can also fill it in online: Withdraw from the contract here ([URL_RETRACTATION]). Any other clear statement, sent by e-mail, by post or to Polar, is valid too.

• To [NOM ET PRÉNOM] EI, [ADRESSE], [TÉLÉPHONE], contact@ugokami.com:
• I hereby give notice that I withdraw from my contract for the supply of the following digital content: Ugokami subscription (Monthly / 12-month pass)
• Ordered on:
• Order number:
• Name of consumer:
• Address of consumer:
• E-mail address used for the purchase:
• Signature (only if this form is sent on paper):
• Date:

6. Complaints and mediation

A complaint? Write to contact@ugokami.com. If your written complaint is not resolved, you may turn, free of charge, to the consumer mediator, within one year of that complaint: [MÉDIATEUR DE LA CONSOMMATION].