Conditions for refunds and cancellations at SailorDesk.
1.1. Standard right of withdrawal
Under §§ 312g, 355 BGB (transposing Directive 2011/83/EU on consumer rights into German law), you generally have the right to withdraw from a digital services contract within 14 days without giving a reason.
1.2. Loss of the withdrawal right (Art. 16(m) CRD / § 356 (5) BGB)
For digital services, the right of withdrawal expires when (a) you have given your express prior consent for performance to begin before the 14-day period has expired, and (b) you have acknowledged that you will lose your right of withdrawal once performance has begun.
On our payment page you must tick a mandatory checkbox confirming both (a) and (b) before checkout. Without that confirmation, payment is not accepted. Once you tick the checkbox and pay, performance starts immediately and the 14-day withdrawal right no longer applies.
1.3. Withdrawal form
You can use our standard EU withdrawal form at https://sailordesk.com/widerrufsformular (downloadable / printable). Alternatively, send an email to hello [at] sailordesk.com with the subject "Withdrawal — Order #{your order number}" containing your full name, order date and order number.
2.1. Basic and Standard packages (single mailing round)
Mailing not yet started (Round 1 not sent): 100% refund.
Mailing technically failed on our side to deliver to at least 50% of recipients (e.g., infrastructure outage): full refund.
Mailing successfully delivered to recipients: no refund.
2.2. Prime package (3 rounds over 21 days)
Round 1 not started: 100% refund.
Round 1 sent, Round 2 not yet started: 67% refund (two undelivered rounds out of three).
Round 1 and Round 2 sent, Round 3 not yet started: 33% refund (one undelivered round out of three).
All three rounds sent: no refund.
2.3. Force majeure
See section 4 below — full refund regardless of stage.
Send an email to hello [at] sailordesk.com with your order number and the reason for the request, or use the withdrawal form at https://sailordesk.com/widerrufsformular.
Refund requests are reviewed within 5 business days.
Approved refunds are returned to the original payment method via Stripe within 5–10 business days.
If the service cannot be delivered due to circumstances beyond our control (see Terms of Service §6), we will issue a full refund regardless of the stage reached.
SailorDesk · sailordesk.com · hello [at] sailordesk.com