Cancellation and Refund Policy

Last Updated: March 25, 2026

Note: This is an English translation provided for convenience only. In case of any conflict or discrepancy between this English version and the Hebrew version, the Hebrew version shall prevail and be the binding legal document.

Table of Contents

1. Introduction
2. Definitions
3. Business Owner Information
4. Purchase Types and Cancellation Terms
5. Right of Cancellation (14 Days)
6. Protected Populations (4 Months)
7. Exceptions to Cancellation Rights
8. How to Cancel a Transaction
9. Refund Process
10. Subscriptions — Recurring Subscription Cancellation
11. Annual Billing Policy
12. Plan Switching Policy
13. Technical Issues and Support
14. Defective Products or Unsatisfactory Service
15. Contact Information
16. Legal Basis

1. Introduction

Shay Asoulin, Sole Proprietorship License No. 307874974 (hereinafter: "We", "the Company", "BizPlanner") operates the website biz-planner.com and mobile applications (collectively: "the Platform"), which provide cloud-based business planning services with an interactive financial simulator and artificial intelligence-powered business assistant.

This document explains your rights to cancel transactions and receive refunds in accordance with the Israeli Consumer Protection Law, 1981, Consumer Protection Regulations (Cancellation of Transaction), 2010, and other relevant legal provisions.

Important Information:

• You have 14 calendar days to cancel a distance purchase — only if you did not consume any digital content (AI messages, data export, report downloads). If you consumed any digital content, a refund is not possible. There are no partial refunds.
• Protected populations (seniors 65+, new immigrants, recently discharged soldiers, persons with disabilities) are entitled to 4 months for cancellation — including cases where digital content was consumed
• AI Chat Bundles, Bank Reports, and Investor Reports are non-refundable digital content delivered immediately upon purchase
• Recurring subscriptions (Plus, Consultant) can be canceled at any time; the next charge will not occur
• Annual subscriptions (Plus Yearly, Consultant Yearly) are non-refundable once the annual billing period has begun; access continues until the end of the paid year

If you are unsatisfied with the service or encountered a technical issue, please contact us before canceling the transaction — we will do our best to resolve the issue.

2. Definitions

• Distance Transaction: Purchase of a service via the internet (website or app) without physical meeting with the provider.
• Consumer: An individual purchasing a service for personal or small business use (not a large organization).
• Protected Population: Seniors (65+), new immigrants (first 5 years), recently discharged soldiers (24 months), and others as defined by law.
• Digital Content: Documents, files, or services delivered electronically (e.g., PDF reports, data exports, AI access).
• Monthly Subscription: Automatic monthly payment for the Plus or Consultant plans.
• Annual Subscription: Annual payment (billed once per year) for the Plus Yearly or Consultant Yearly plans.
• One-Time Purchase: Single payment for upgrading a project to Pro ($24.99), an AI Chat Bundle ($12.99), a Bank Report ($9.99), or an Investor Report ($9.99).

3. Business Owner Information

Business Name: Shay Asoulin Business Type: Sole Proprietorship License Number: 307874974 Address: Kaf Tet BeNovember 8, Ashkelon, Israel Phone: 050-990-6988 Email: support@biz-planner.com Website: https://biz-planner.com

Business Hours: Sunday–Thursday, 9:00 AM–5:00 PM (Israel Time)

Payment Processor: Licensed Israeli payment processor. For payment processor contact details, see Section 15.4 or contact support@biz-planner.com.

4. Purchase Types and Cancellation Terms

BizPlanner offers the following products with different cancellation terms:

Currency: Prices on the English version of the Site are displayed in US Dollars (USD). Prices on the Hebrew version of the Site are displayed in Israeli New Shekels (ILS). All prices include Israeli VAT as required by law. The actual charge will be processed in the currency displayed on the payment page.

* Special Condition: If you did not use any digital content (AI messages, data export, report downloads) during the 14-day period — full refund. If you used any digital content — refund is not possible (see Section 7). There are no partial refunds.

** Monthly Subscription Cancellation: Can be canceled anytime via account settings. The next charge will not occur. Access to subscription features continues until the end of the current billing period. For Consultant plans: Pro projects created during the subscription retain Pro permanently.

5. Right of Cancellation (14 Days)

In accordance with the Israeli Consumer Protection Law and Cancellation of Transaction Regulations, you have the right to cancel a distance purchase within 14 calendar days of the purchase date — provided you did not consume any digital content.

5.1 Cancellation Conditions

• Cancellation period: 14 calendar days from the date of the credit card charge
• Condition: You did not consume any digital content (AI messages, data export, report downloads) — see full list in Section 7
• If you consumed any digital content: Refund is not possible, regardless of the cancellation period. There are no partial refunds — any single consumption action (one AI message, one export, one report download) cancels the right to a refund entirely
• Full refund: Only if zero digital content was consumed within the cancellation period

5.2 Calculation Example

Scenario 1:

• Purchase date: March 1, 2026 (Sunday)
• Last day to cancel: March 15, 2026 (14 calendar days)
• Required action: Send cancellation email by 11:59 PM on March 15

Scenario 2:

• Purchase date: April 10, 2026
• Last day to cancel: April 24, 2026 (14 calendar days)

5.3 How to Exercise Your Right of Cancellation

Method 1: Via Website/App (Recommended)

1. Log in to your account → click your profile icon → Account
2. Go to the Support tab
3. Under "Request a Refund", select the purchase you wish to cancel
4. Click "Check Eligibility" — the system will automatically check if digital content was consumed
5. If eligible, click "Submit Refund Request" and receive confirmation email

Method 2: By Email Send an email to: support@biz-planner.com Subject: Cancellation Request Required Details:

• Full name (as appears in account)
• Registered email address
• Purchase date
• Product type (Pro Project / AI Chat Bundle / Bank Report / Investor Report / Plus / Consultant)
• Last 4 digits of credit card (for verification)

Method 3: By Phone (Available in the future) Currently there is no phone support line — use email or website interface.

5.4 Confirmation of Cancellation Request

• A confirmation email will be sent within 24 hours (business days) confirming receipt of your cancellation request
• If you did not receive confirmation within 48 hours — check spam folder or contact us again

6. Protected Populations (4 Months)

In accordance with Consumer Protection Regulations (Cancellation of Transaction), 2010, members of protected populations are entitled to cancel transactions up to 4 months (instead of 14 days).

6.1 Who Is Included in Protected Populations?

• Seniors: Age 65 and over (on the purchase date)
• New Immigrants: Up to 5 years from receipt of immigration certificate
• Recently Discharged Soldiers: Up to 24 months from discharge (regular service only, not reserves)
• Persons with Disabilities: Holders of a disability certificate from the National Insurance Institute

6.2 How to Exercise Extended Right

To exercise the extended cancellation right, send a cancellation request by email to support@biz-planner.com with:

• A copy of the document proving membership in a protected population (immigration certificate / discharge confirmation / disability certificate / ID showing age 65+)
• Your full name and registered email address
• Purchase details (date, product type)

We will review the proof and approve the refund within 7 business days.

6.3 Calculation Example (Protected Population)

• Purchase date: January 1, 2026
• Protected population (senior, age 67): Entitled to cancel until April 30, 2026 (4 months)
• Even if digital content was consumed — still entitled to full refund within 4 months (digital content exception in Section 7 does not apply to protected populations)

7. Exceptions to Cancellation Rights

The Consumer Protection Law stipulates exceptions where cancellation or refunds are not possible:

7.1 Digital Content Delivered with Consumer's Consent

If you purchased Pro Project and consumed any digital content, cancellation is not possible. This applies when all of the following conditions are met:

1. You were informed at the time of purchase that using digital content cancels the right of cancellation (the purchase confirmation includes this notice with a link to full cancellation terms)
2. You consumed digital content as defined below

AI Chat Bundle, Bank Report, and Investor Report purchases are not refundable — these are digital content delivered immediately upon purchase.

What Constitutes "Consuming Digital Content"?

Any single action from this list cancels the right to a refund entirely. There are no partial refunds.

If you did NOT consume digital content: If you purchased Pro but did not send AI messages, export data, or download reports during the 14-day period — you are entitled to a full refund.

7.2 Special Documents (Bank/Investor Reports)

Purchase of a Bank Report ($9.99) or Investor Report ($9.99) is not refundable from the moment the document is downloaded or viewed on the Platform.

Reason: Digital content delivered in full (PDF file generated by AI based on your project data).

Exception:

• If the document was not downloaded or viewed within 14 days — cancellation is possible
• If the document is technically defective (won't open, missing pages, data error) — see Section 14 (compensation for defective product)

7.3 Informed Consent at Time of Purchase

The purchase confirmation screen includes a clear notice that:

• Using digital content (AI messages, data export, report downloads) cancels the right to a refund
• A link to the full cancellation policy is provided

By completing the purchase, you acknowledge this notice. This does not waive your cancellation rights — it informs you of the conditions under which the right may be lost (consumption of digital content).

7.4 Monthly Subscriptions — No Exception

There is no exception to cancellation rights for recurring monthly subscriptions — you can always cancel (see Section 10).

7.5 Annual Subscriptions — No Refund After Billing

Annual subscriptions (Plus Yearly, Consultant Yearly) are billed as a single annual payment. Once the annual billing period has begun, no refund is available — access continues until the end of the paid year (see Section 11).

8. How to Cancel a Transaction

8.1 Complete Cancellation Steps (Via Website)

1. Log in to your account at https://biz-planner.com
2. Click on your profile icon (top right corner) → Account
3. Go to the Support tab
4. Under "Request a Refund", select the Pro purchase you wish to cancel
5. Click "Check Eligibility" — the system automatically verifies if digital content was consumed
6. If eligible:
   • Optionally provide a reason for cancellation
   • Click "Submit Refund Request"
7. Email Receipt: You will receive confirmation within minutes (if not received — check spam)
8. Note: AI Chat Bundles, Bank Reports, and Investor Reports appear as non-refundable and cannot be selected for refund

8.2 Cancellation Steps by Email

Email Template for Cancellation:

To: support@biz-planner.com
Subject: Cancellation Request

Hello,

I am requesting to cancel the following transaction:

- Full Name: [Your First and Last Name]
- Registered Email: [The email you registered with]
- Purchase Date: [DD/MM/YYYY]
- Product Type: [Pro Project / AI Chat Bundle / Bank Report / Investor Report / Plus / Consultant]
- Last 4 Digits of Credit Card: [XXXX]

[Optional: Reason for cancellation]

Thank you,
[Your Name]

Response Time: Within 24 hours (business days) you will receive confirmation of receipt and estimated refund date.

8.3 What Happens After Submitting a Cancellation Request?

1. Eligibility Check (up to 3 business days):

   • Is the purchase within 14 days (or 4 months for protected populations)?
   • Was digital content consumed (AI messages, data export, report downloads)?
   • Verification of transaction details against payment processor records

2. Decision and Update (within 7 business days):

   • Approved: "Your cancellation request has been approved. Refund will be processed within 14 days"
   • Denied: "Your cancellation request has been denied for the following reason: [...]. You have the right to appeal"

3. Refund (within 14 days of approval) — see Section 9

8.4 What to Do If Request Is Denied?

If your cancellation request was denied and you disagree:

1. Contact us for clarification: support@biz-planner.com with detailed explanation
2. Request evidence: Usage log, express consent, cancellation date
3. Appeal: Send formal appeal to support@biz-planner.com with subject "Appeal of Cancellation Denial"
4. Contact Consumer Protection Authority: If unresolved — contact Consumer Protection Division at the Ministry of Economy (see Section 16)

9. Refund Process

9.1 Refund Timing

According to Consumer Protection Law:

• 14 business days from the date of cancellation approval (not from request date)
• Refund will be made to the original payment method (the credit card used for purchase)

9.2 Refund Amount

9.3 Refund Method

Israeli Credit Cards:

• Credit to the same credit card used for purchase
• Will appear in bank statement within 3-7 business days (depends on credit card company)

International Credit Cards (Visa/Mastercard):

• Credit via payment processor to original card
• Processing time: 5-14 business days (depends on issuing bank)

If Credit Card Was Canceled/Expired:

• Contact support@biz-planner.com
• We will process refund via alternative method (bank transfer, PayPal)
• Processing time: Up to 30 days (due to additional verifications)

9.4 Cancellation Fees

We do not charge a cancellation fee. If your refund is approved, you receive a full refund of the amount charged.

9.5 Tracking Refund Status

• In website account: Account → Support tab → your refund request status
• By email: Automatic update when:
  • Request received (within 24 hours)
  • Request approved/denied (within 7 days)
  • Refund processed (day of refund execution)

9.6 What Happens to Your Data After Refund?

Pro Project:

• Pro features will be disabled immediately upon refund approval
• Data is preserved (project returns to free status; What-If scenarios will disappear but basic data remains)
• You can upgrade to Pro again in the future

AI Chat Bundle:

• Not refundable (digital content delivered immediately)

Bank Report / Investor Report:

• If refund approved (case where you didn't download) — file will be removed from account
• If document was downloaded — refund denied (cannot "return" a PDF that was already viewed)

Plus / Consultant Subscription (Cancellation):

• Subscription features remain active until end of current billing period
• For Consultant: Pro projects created during subscription retain Pro permanently (no retroactive cancellation)
• You will not be able to use subscription-only features after the period ends

10. Subscriptions — Recurring Subscription Cancellation

10.1 Subscription Plans

BizPlanner offers two subscription plans:

Plus ($5.99/month or $57.50/year):

• Unlimited projects
• Project sharing
• 3 AI messages per project (same as free, but unlimited projects)
• Does not include Pro features per project (What-If, Insights, AI Chat 50 messages, reports)

Consultant ($39.99/month or $383.90/year):

• Unlimited projects with sharing, client management, templates, and branding
• 30% discount on Pro project upgrades ($17.49 per project instead of $24.99)
• Pro projects created during subscription retain Pro permanently after cancellation

10.2 Subscription Cancellation — No Reason Required

Can be canceled at any time — no minimum commitment period for monthly plans.

What happens when you cancel a monthly subscription?

1. Next charge is canceled (no additional payment will occur)
2. Subscription features remain active until the end of the current billing period
3. For Consultant: Pro projects created during subscription retain Pro permanently (even after cancellation)
4. No prorated refund: No refund is given for unused days in the current period

10.3 How to Cancel Subscription?

Via Website:

1. Account → Billing tab
2. Click "Cancel Subscription"
3. Confirm cancellation in the dialog
4. Email confirmation: Received within minutes

By Email: Send to support@biz-planner.com:

Subject: Cancel Subscription

Hello,
I am requesting to cancel my BizPlanner subscription (Plus / Consultant).

- Registered Email: [Your email]
- Plan: [Plus or Consultant]
- Billing period: [Monthly or Yearly]

Thank you,
[Your Name]

Processing Time: Within 24 hours (business days)

10.4 What If I Want to Rejoin?

You can re-subscribe at any time:

• Pro projects created during a previous Consultant subscription retain Pro (no need to pay again)
• Billing will resume from the new subscription date
• Consultant Pro discount applies to new Pro purchases from subscription date

11. Annual Billing Policy

11.1 How Annual Billing Works

Annual subscriptions (Plus Yearly at $57.50/year, Consultant Yearly at $383.90/year) are billed as a single payment once per year. Annual pricing provides a 20% discount compared to paying monthly.

11.2 Auto-Renewal Notice

In accordance with consumer protection best practices and Israeli Consumer Protection Law:

• We will send an email notification 30 days before your annual subscription renews, reminding you of the upcoming charge and the amount
• You may cancel before the renewal date to avoid the next annual charge
• If you do not cancel before the renewal date, the subscription will automatically renew for another year

11.3 Cancellation of Annual Subscription

Cancellation of an annual subscription does NOT entitle you to a refund of the annual payment already made. Upon cancellation:

• Access to subscription features continues until the end of the paid annual period
• No further charges will occur after the paid period ends
• For Consultant: Pro projects created during the subscription retain Pro permanently

No prorated refund: We do not refund the unused portion of an annual subscription period. By purchasing an annual plan, you commit to the full annual period in exchange for the discounted rate.

Exception — Protected Populations: Members of protected populations (see Section 6) who purchased an annual subscription may cancel within 4 months of purchase and receive a prorated refund even if the service was used, subject to applicable law.

11.4 Annual Subscription and Consumer Protection Law

Annual subscriptions are distance transactions subject to the Israeli Consumer Protection Law. In accordance with Regulation 3 of the Consumer Protection Regulations (Cancellation of Transaction), 2010:

• The 14-day cancellation right applies to annual subscriptions only if no digital content was consumed
• After the 14-day period, or after consuming digital content, the annual payment is non-refundable

12. Plan Switching Policy

12.1 Upgrading (Plus to Consultant)

• When: You may upgrade from Plus to Consultant at any time
• Billing: The price difference will be charged on your next billing cycle (not immediately). You continue paying the Plus price for the remainder of your current billing period
• Feature activation: Consultant features (client management, templates, branding, 30% Pro discount) activate only after the first successful Consultant charge
• Annual to Monthly or vice versa: Switching billing frequency takes effect at the next renewal

12.2 Downgrading (Consultant to Plus)

• When: You may downgrade from Consultant to Plus at any time
• Billing: The change takes effect on your next billing cycle
• During current period: You retain full Consultant features until the end of the current paid period
• Pro discount: The Consultant 30% Pro discount remains active until the end of the current Consultant billing period. After downgrade takes effect, new Pro purchases will be at the standard $24.99 price
• Pro projects: Pro projects created during your Consultant subscription retain Pro status permanently, regardless of downgrade

12.3 Cancellation After Switching

If you switch plans and then cancel:

• Your access and features follow the terms of the plan active at the time of cancellation
• All Pro project upgrades made during any Consultant period retain Pro permanently

13. Technical Issues and Support

If you encountered a technical issue before canceling the transaction — please contact us first. We prefer to solve problems rather than issue refunds.

13.1 Common Issues and Solutions

13.2 Response Times

• General questions: Within 24-48 hours (business days)
• Urgent technical issues (cannot log in, features not active after payment): Within 4 hours (during business hours)
• Cancellation request: Within 24 hours (receipt confirmation) + 7 days (decision)

13.3 Compensation for Service Unavailability

If the service is unavailable for an extended period (e.g., server outage 24+ hours):

• Monthly subscriptions (Plus / Consultant): Subscription extension (outage days will be added at end of period)
• Annual subscriptions: Extension added to end of annual period for verified outages exceeding 24 hours
• Pro Project: No compensation (one-time purchase), but cancellation is possible if outage was within 14 days and no digital content was consumed

14. Defective Products or Unsatisfactory Service

14.1 What Is a "Defective Product" in Digital Service?

• Pro features not working as intended (e.g., What-If not saving, sharing not sending email)
• Incorrect AI report (inaccurate data, missing pages, doesn't match project)
• Defective data export (empty CSV, invalid JSON, ZIP won't open)
• AI chat not responding or giving irrelevant answers (system bug, not user error)

14.2 Your Rights in Case of Defective Product

According to Consumer Protection Law, Sections 13-14 (warranty and conformity):

1. Repair of defect free of charge (first priority)

   • Example: We'll fix the bug, regenerate the report, resend sharing email

2. Replacement (if repair not possible)

   • Example: Defective document → we'll generate a new document at no charge

3. Price reduction (if defect is minor)

   • Example: AI report missing one page but other data is correct → 20% discount on next document

4. Cancellation and full refund (if defect is severe)

   • Example: Pro Project you purchased doesn't work at all after a week of repair attempts

14.3 Defect Handling Process

1. Immediate report: support@biz-planner.com with screenshots, problem description, reproduction steps
2. Investigation: We'll check within 48 hours if it's a real bug or user error
3. Repair: If it's a bug — we'll fix within 7 business days (simple bugs — within 24 hours)
4. Compensation:
   • Repair successful → no additional charge, case closed
   • Repair not possible → full refund + additional compensation (10% of purchase value as compensation for inconvenience)

14.4 Warranty Period

• Pro Project / AI Chat Bundle: 12 months from purchase date (warranty on feature functionality)
• Bank Report / Investor Report: 30 days from download date (warranty on data accuracy and file opening)
• Plus / Consultant Subscription: As long as subscription is active (continuous warranty)

After Warranty Period:

• Still possible to report bugs (we'll fix at no charge)
• But no financial compensation (unless required by law)

15. Contact Information

15.1 Cancellation and Refunds

Email: support@biz-planner.com Response Time: Within 24 hours (business days) Business Hours: Sun–Thu, 9:00 AM–5:00 PM (Israel Time)

15.2 Technical Support

Email: support@biz-planner.com Response Time:

• General questions: 24-48 hours
• Urgent issues (account locked, payment didn't process): 4 hours

15.3 General Inquiries

Website: https://biz-planner.com Mailing Address: BizPlanner, Shay Asoulin, Kaf Tet BeNovember 8, Ashkelon, Israel

15.4 Payment Processor

For payment processor contact details (billing disputes, duplicate charges, unauthorized charges), please contact us at support@biz-planner.com and we will provide the relevant information and assist with resolution.

16. Legal Basis

This policy is based on the following laws and regulations:

16.1 Israeli Laws

1. Consumer Protection Law, 1981

   • Sections 13-14: Warranty and conformity
   • Sections 14a-14d: Distance transaction cancellation
   • Section 31a: Prohibition of cancellation fee offset

2. Consumer Protection Regulations (Cancellation of Transaction), 2010

   • Regulation 3: 14-day cancellation period (calendar days)
   • Regulation 4: Protected populations (4 months)
   • Regulation 7: Exceptions (digital content delivered)

3. Consumer Protection Law (Distance Sale Transaction), 2005

   • Section 5: Obligation to provide full information before purchase
   • Section 6: Written transaction confirmation (email)

4. Contracts (Remedies for Breach of Contract) Law, 1970

   • Sections 9-11: Contract cancellation, payment refunds, compensation

5. Value Added Tax (VAT) Regulations

   • Obligation to refund tax in case of transaction cancellation (calculated automatically)

16.2 Consumer Protection Authority Guidelines

Consumer Protection Division — Ministry of Economy and Industry:

• Phone: *3626 (Consumer hotline)
• Website: https://www.gov.il/he/departments/consumer_protection
• Online forms: https://www.gov.il/he/service/consumers_complaint

Enforcement: Consumer Protection Authority may impose fines on businesses that violate cancellation rights:

• Administrative fine: Up to ₪50,000 (first offense)
• Increased fine: Up to ₪100,000 (repeat offense)

16.3 Right to Sue and Arbitration

• Small Claims: Up to ₪37,600 (2026) can be filed with Small Claims Court without a lawyer
• Arbitration: We do not require arbitration — you have the right to go to court
• Jurisdiction: Courts of Tel Aviv-Jaffa, Israel (exclusive jurisdiction for all users)

16.4 EU Regulations (GDPR, Consumer Rights Directive) — Not Applicable

BizPlanner is an Israeli business not located in the European Union. While we respect GDPR principles, Israeli law governs transaction cancellations.

European Users:

• Cancellation rights according to Israeli law (14 days for all consumers)
• If European law grants broader rights (e.g., Directive 2011/83/EU) — you may request them separately

Thank you for trusting BizPlanner. We are committed to providing fair, transparent service that respects your consumer rights.

This policy is effective from March 25, 2026 and applies to all purchases and subscriptions on the BizPlanner Platform.

For the Hebrew version of this policy (which takes precedence for Israeli users under Israeli law), see: docs/legal/cancellation-he.md