Cancellation and Refund Policy

Last Updated: October 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 (an assistant message, a data export, a report generated or downloaded, AI insights generated — Section 7.1). If you consumed any digital content, a refund is not possible. There are no partial refunds under this right (annual subscriptions: see below).
• Protected populations (people aged 65 and over, new immigrants, people with disabilities, recently discharged soldiers) are entitled to 4 months for cancellation and a full refund — including cases where digital content was consumed, and for annual subscriptions too (see Section 6)
• A Bank Report or Investor Report bought separately: a full refund within 14 days if the report was not generated. AI Chat Bundle: a full refund within 14 days if no message was sent to the assistant since the purchase. The refund removes the right to the report / the bundle's messages from the project (Section 7.2)
• Recurring subscriptions (Plus, Consultant) can be canceled at any time; the next charge will not occur
• Annual subscriptions (Plus Yearly, Consultant Yearly): on cancelling, what you paid for the subscription year is refunded, less the monthly price for every calendar month from the start of the subscription year to the month in which you cancel (both included). Access continues until the end of the month in which you cancel (see Section 11)

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: People aged 65 and over, new immigrants (up to 5 years from receipt of the immigrant certificate), people with disabilities, and recently discharged soldiers (up to 24 months from discharge). Details in Section 6.1.
• 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 (an assistant message, a data export, a report generated or downloaded, AI insights generated — Section 7.1) 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.

*** A single report and a chat bundle: a full refund, by the button on the site, within 14 calendar days — a report: as long as it was not generated; a bundle: as long as no message was sent to the assistant since the purchase. The refund removes the right to the report or the bundle's messages from the project. After a generation or a message — no refund under the 14-day right (protected populations: Section 6). Details in Section 7.2.

** 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 (an assistant message, a data export, a report generated or downloaded, AI insights generated) — see full list in Section 7; a single report and a chat bundle — Section 7.2
• 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 assistant message, one export, one report generated or downloaded, one insights generation) cancels the right to a refund entirely (annual subscriptions: Section 11.3)
• 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 Billing tab (or directly from the profile menu: My Billing)
3. Under "Purchase History", click the purchase you wish to cancel
4. The "Purchase Details" window shows whether the purchase is eligible for a refund — the system automatically checks if digital content was consumed
5. If it shows "Eligible for refund", click "Request Refund" 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 — 050-990-6988 You can also cancel by phone, during business hours (see Section 3); a confirmation of the cancellation will be sent by email.

5.4 Confirmation of Cancellation Request

• We will confirm receipt promptly, by email
• If you did not receive a confirmation — check your 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?

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

Recently discharged soldiers are included in our list in any case, whether or not the law requires it.

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 update you by email; the refund is made at once, and at the latest within 14 days of receiving the request.

6.3 Calculation Example (Protected Population)

• Purchase date: January 1, 2026
• Protected population (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)
• The same rule applies to annual subscriptions: cancelling within 4 months of purchase entitles you to a full refund of the annual payment (see Section 11.3)

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 consent checkbox before the payment says so, with a link to this policy; the screen after the payment repeats the list)
2. You consumed digital content as defined below

A Bank Report, an Investor Report or an AI Chat Bundle bought separately: their rule is in Section 7.2 — a full refund as long as the report was not generated / no message was sent.

What Constitutes "Consuming Digital Content"?

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

Purchases made before October 25, 2026 are judged by the list shown at the time of purchase: an AI message, a data export and a report download only (generating a report or insights was not counted for them).

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

7.2 A Single Report and an AI Chat Bundle (Bought Separately)

Purchase of a Bank Report ($9.99) or Investor Report ($9.99) is not refundable from the moment the report is generated — written by AI from your project data — even if it was never downloaded.

Refund: If the report was not generated within 14 days of the purchase — a full refund, by the button on the site (Section 5.3). The refund removes the right to generate the report from the project.

Purchase of an AI Chat Bundle ($12.99) is not refundable from the moment an assistant message is sent on the project after the purchase.

Refund: If no message was sent to the assistant since the purchase, within 14 days — a full refund, by the button on the site. The refund removes the bundle's messages from the project; what the project had before the purchase stays.

Reason: Digital content generated for you by AI. Before the generation or the message nothing was delivered — so it is refunded.

Exception:

• If the report 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 (an assistant message, a data export, a report generated or downloaded, AI insights generated) 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 — Refund of the Unused Months

Annual subscriptions (Plus Yearly, Consultant Yearly) are billed as a single annual payment. On cancelling, what you paid is refunded, less the monthly price of the months counted, calculated as in Section 11.3.

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 Billing tab (or directly from the profile menu: My Billing)
4. Under "Purchase History", click the Pro purchase you wish to cancel
5. The "Purchase Details" window shows whether the purchase is eligible for a refund — the system automatically verifies if digital content was consumed
6. If it shows "Eligible for refund", click "Request Refund"
7. Email Receipt: You will receive confirmation within minutes (if not received — check spam)
8. Note: A single report that was already generated and a chat bundle with a message sent show "You are not eligible for a refund" with the reason; legacy purchases of the old "AI Bundle" and "Document" kinds (before March 2026) show "Non-refundable" and have no button

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: We will confirm receipt promptly, with an estimated refund date.

8.3 What Happens After Submitting a Cancellation Request?

With the "Request Refund" button (a Pro project, a single report or a chat bundle): the site checks at once whether the purchase is within 14 days and whether what was bought was used — for Pro: digital content (an assistant message, a data export, a report generated or downloaded, AI insights generated); for a single report: whether the report was generated; for a chat bundle: whether an assistant message was sent since the purchase. Before the refund, a confirmation window is shown — "The money will be refunded now, and Pro will be removed from the project" / "…and the right to generate the report will be removed from the project" / "…and the bundle's messages will be taken off the project" — with a way to change your mind. After you confirm, the screen says what actually happened:

• The money has been refunded — the refund was made with the payment provider, what was bought was removed from the project (Pro, the right to the report or the bundle's messages), and a confirmation was sent by email.
• In handling — the payment provider did not give a clear answer; we are checking and will update you by email.
• Request received — the refund was not made automatically (for example, digital content was consumed within 4 months, a report was generated or a message sent right as the request was made, or the payment provider refused); the request goes to our review, and we will tell you by email whether it was approved or denied, and why.

By email or by phone: we will confirm receipt promptly, check eligibility (the purchase date, digital content consumption, the transaction details against the payment processor's records) and tell you by email whether the request was approved or denied, and why. A denial can be appealed (Section 8.4).

The deadline, in every case: the refund is made at once, and at the latest within 14 days of receiving the request (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

• The refund is made at once, and at the latest within 14 days of receiving the request
• 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
• Once the refund is made, the credit usually shows on your bank statement within 3-7 business days (depends on the credit card company) — the card company's display time, not the refund deadline

International Credit Cards (Visa/Mastercard):

• Credit via payment processor to original card
• Once the refund is made, the credit usually shows on the card within 5-14 business days (depends on the issuing bank) — the bank's display time, not the refund deadline

If Credit Card Was Canceled/Expired:

• Contact support@biz-planner.com
• We will refund you in a way agreed with you

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 (annual subscription: the balance under Section 11.3).

9.5 Tracking Refund Status

• In website account: Account → Billing tab → "Refund Pending" (the request is being checked or handled) or "Refunded" appears next to the purchase
• By email: Automatic update when:
  • Request received (promptly)
  • Request approved or denied
  • Refund processed — the refund is made at once, and at the latest within 14 days of receiving the request

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:

• If a refund was approved (no message sent since the purchase) — the bundle's messages are removed from the project; what the project had before the purchase stays

Bank Report / Investor Report:

• If a refund was approved (the report was not generated) — the right to generate the report is removed from the project
• If the report was generated — the refund is denied under the 14-day right (the report was already written for you)

Plus / Consultant Subscription (Cancellation):

• Monthly: subscription features remain active until the end of the current billing period. Annual: until the end of the month in which you cancel (Section 11.3)
• 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: We will confirm receipt promptly

10.4 What If I Want to Rejoin?

You can re-subscribe once access from your previous subscription has ended:

• 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

Cancelling an annual subscription refunds what you paid, less the monthly price of the months counted. It is calculated as follows:

• Every calendar month is counted, from the month in which the subscription year began to the month in which you cancel, both included. Each counts as a full month, at the plan's monthly price (Plus: $5.99, Consultant: $39.99).
• The balance is refunded to the card you paid with. A balance under $5 is not refunded. If the months counted come to what you paid or more, nothing is refunded.
• If the refund does not go through at the payment processor, we refund it by hand and update you by email.
• The exact amount and the date your access ends are shown in the cancel window before you confirm.

Example: your subscription year began on 20 August, you paid $57.50 for Plus Yearly and cancel in October. August, September and October are counted: three months × $5.99 = $17.97, so $39.53 is refunded.

This is how a cancellation with the "Cancel Subscription" button is calculated, at any time. Within 14 days of purchase, if no digital content was consumed, you may instead cancel under Section 5, by email.

Upon cancellation:

• Access to subscription features continues until the end of the month in which you cancel
• No further charges will be made
• For Consultant: Pro projects created during the subscription retain Pro permanently
• A new subscription can be purchased once access has ended

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 full refund of the annual payment, even if the service was used, subject to applicable law (as in Sections 6.3 and 9.2). The request is sent by email, with proof of status, as in Section 6.2.

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 cancellation is calculated as in Section 11.3 (refund of the unused months)

12. Plan Switching Policy

This is how switching plans works on the Site's pricing page. The amount to pay is always shown before you confirm.

12.1 Upgrading (Plus to Consultant)

• When: A Plus monthly subscriber may upgrade to Consultant, monthly or yearly, at any time from the pricing page, as long as the subscription has not been cancelled (after a cancellation: Section 10.4). Plus Yearly subscribers: see Section 12.3
• Billing: The upgrade is charged immediately, as a new subscription. The first payment is the price of the chosen Consultant plan less the price of one month of Plus (for example, for Consultant monthly: $39.99 − $5.99 = $34.00). From then on the charge is the full price of the Consultant plan, in a new billing cycle that starts on the day of the upgrade
• The previous subscription: The Plus subscription is cancelled when the payment is confirmed, and is not charged again
• Feature activation: Consultant features (client management, templates, branding, 30% Pro discount) open immediately after the payment is confirmed

12.2 Downgrading (Consultant to Plus)

• When: A Consultant monthly subscriber may switch to Plus monthly at any time from the pricing page, as long as the subscription has not been cancelled (after a cancellation: Section 10.4). Consultant Yearly subscribers: see Section 12.3
• Billing: The change takes effect on your next billing cycle; until then the charge and the features remain Consultant's
• During current period: You retain full Consultant features until the end of the paid period, including the 30% Pro discount. After the change takes effect, new Pro purchases will be at the standard $24.99 price
• Consultant monthly to Plus Yearly: There is no direct switch. You may switch to Plus monthly, or cancel the subscription and purchase Plus Yearly once access has ended (Section 10.4)
• Pro projects: Pro projects created during your Consultant subscription retain Pro status permanently, regardless of the downgrade

12.3 Annual Subscriptions, and Switching Between Monthly and Yearly Billing of the Same Plan

• From an annual subscription (Plus Yearly or Consultant Yearly) there is no direct switch to another plan, and within the same plan there is no direct switch between monthly and yearly billing (for example from Plus monthly to Plus Yearly). An upgrade from Plus monthly to Consultant Yearly is possible directly (Section 12.1); a downgrade from Consultant monthly to Plus Yearly is not (Section 12.2)
• The way: cancel the existing subscription on the Account page (annual: refund under Section 11.3; monthly: the next charge will not occur), and once access from it has ended — annual: at the end of the month in which you cancelled; monthly: at the end of the paid period — purchase the new plan from the pricing page (Section 10.4)

12.4 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: prompt receipt confirmation; the refund is made at once, and at the latest within 14 days of receiving the request

13.3 Service Unavailability

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

• Subscriptions (Plus / Consultant, monthly or yearly): You may contact us and we will consider extending the subscription
• Pro Project: A one-time purchase; cancellation is possible if the 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

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 Phone: 050-990-6988 (during business hours) Response Time: We will confirm receipt promptly 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: מדיניות ביטול עסקה והחזר כספי