TARA Systems GmbH Embedded Wizard Refund Policy (EWRP) Effective Date: 2025-11-18 This Embedded Wizard Refund Policy ("Refund Policy" or "EWRP") forms part of the contractual framework between TARA Systems GmbH, Gmunder Str. 53, 81379 Munich, Germany ("TARA") and the business customer identified in the applicable Order Form or license certificate ("Customer") that has purchased Software Subscriptions, Perpetual Licenses, Platform Packages and/or Support Subscriptions under the Embedded Wizard Terms and Conditions (EWTC). By (i) entering into an Order Form that references the EWTC, (ii) purchasing, activating or renewing a Software Subscription or Support Subscription, or (iii) using Embedded Wizard products under the EWTC, the Customer acknowledges and agrees that refunds, credits and related adjustments are governed by Section 10 (Refund Policy) of the EWTC and this Refund Policy (EWRP), in each case in the version referenced in the applicable Order Form, unless mandatory statutory law provides otherwise. This Refund Policy is intended exclusively for entrepreneurs (business customers) within the meaning of Section 14 of the German Civil Code (BGB), including public sector entities acting in a business capacity. It is not available to consumers within the meaning of Section 13 BGB, and consumer use is not contemplated by this Refund Policy. Capitalized terms not defined in this Refund Policy have the meaning given to them in the EWTC and, where applicable, in the Embedded Wizard License Agreement (EWLA). 1. Scope of Application and Relationship to EWTC 1.1 Scope of Application This Refund Policy governs the handling of refunds, credits and payment-related adjustments (collectively "Refunds") in connection with Embedded Wizard products and services purchased or used under the Embedded Wizard Terms and Conditions (EWTC). It specifies when and how Refunds may be granted for charges under the EWTC and how corresponding refund requests are processed. 1.2 Priority of EWTC and EWSA The EWTC remains the primary contractual framework for all commercial terms, including prices, Billing Intervals and the circumstances in which refunds may or may not be granted. In case of any conflict between this Refund Policy and the EWTC, the EWTC prevails. For Support Subscriptions, the Embedded Wizard Support Agreement (EWSA) applies to the scope and quality of support services; this Refund Policy only governs the handling of related payments and Refunds. 1.3 Product Types This Refund Policy applies in particular to seat-based Software Subscriptions and Support Subscriptions purchased under the EWTC. For Perpetual Licenses and Platform Packages, this Refund Policy applies only to the extent it is expressly referenced in the EWTC or in the applicable Order Form; in all other respects, refunds are governed exclusively by the EWTC and mandatory statutory provisions. 2. Principles 2.1 Unless mandatory statutory provisions or the EWTC expressly provide otherwise, the customer has no general right to a refund. Refunds are granted only in the cases expressly described in this Refund Policy, in Section 10 EWTC, or where required by mandatory law. 2.2 The customer’s statutory defect rights and the liability regime set out in the EWTC remain unaffected. As a matter of principle, TARA will first attempt subsequent performance (for example, by providing an Update, Hotfix, Upgrade or reasonable workaround) where and to the extent this is reasonable for the customer. 2.3 If the customer validly exercises a special termination right under the EWTC (in particular under Sections 3.3, 3.4 and 7.4 EWTC), any fees paid in advance will be refunded for periods after the effective date of termination in accordance with Section 10.3 EWTC. In all other respects, Section 7 of this Refund Policy applies. 3. Refund-Eligible Situations 3.1 Duplicate or erroneous charges; multiple orders A refund may be granted if (a) a duplicate or erroneous charge has demonstrably occurred (for example, a duplicate debit of the same invoice amount) or (b) the same service (for example, the same Software Subscription with the same scope) has been inadvertently ordered multiple times for the same period. 3.2 Objective technical non-usability of the Software Subscription A refund may be granted where: (a) the Software provided under a Software Subscription is objectively not usable for the contractually intended purpose; and (b) the customer has reasonably cooperated (including providing documentation and logs, making systems accessible and following Support instructions); and (c) the case has been duly processed by TARA’ support team in accordance with the applicable support terms (EWSA and EWTC); and (d) neither successful subsequent performance nor a workaround that is reasonable for the customer could be achieved. Whether such conditions are met is assessed on a case-by-case basis, taking into account the technical circumstances and the scope of the defect. For the purposes of this Section 3.2, non-usability does not include impairments caused by deviations from the documented system requirements or by changes in the customer’s environment within the meaning of Section 4.4. 3.3 Mandatory statutory refund cases Refunds remain unaffected in cases where mandatory statutory provisions require a refund, in particular after subsequent performance has definitively failed within the meaning of applicable statutory defect law. In such cases, the EWTC (in particular Sections 12 and 14 EWTC) and mandatory statutory provisions apply. 3.4 Seat increases and seat reductions (Software Subscriptions) For seat adjustments during an ongoing Billing Interval, the following applies, in alignment with Sections 7.7 and 10 EWTC: (a) Seat increases: Increases in the number of Seats are billed pro rata temporis for the remaining duration of the current Billing Interval as of activation in the Subscription Portal. No refund is granted in connection with such increases; instead, additional fees are charged as described in the EWTC. (b) Seat reductions: Reductions in the number of Seats become effective only at the end of the current Billing Interval, provided they are initiated in due time via the Subscription Portal in accordance with Section 7.7(b) EWTC. Billing periods already commenced are not refunded on a pro rata basis, unless mandatory statutory provisions or the EWTC expressly provide otherwise. 3.5 Usage-based remuneration (Royalty) Refunds for usage-based remuneration ("Royalty") under Royalty Licenses are governed by Section 10.5 EWTC. In particular, there is no entitlement to a refund for Royalty based on Units actually produced or other usage actually incurred, unless mandatory statutory claims of the customer (for example, in the event of proven miscalculation) provide otherwise or TARA expressly agrees to a credit in an individual case. 4. Non-Refundable Situations 4.1 Automatic renewals and commenced Billing Intervals In line with Section 10 EWTC, fees for Billing Intervals (monthly or annual) that have already commenced are generally not refundable, even if the customer terminates the service before the end of the current Billing Interval. This applies in particular where a Software Subscription or Support Subscription has been renewed in accordance with the EWTC because it was not terminated in due time via the Subscription Portal. Retroactive or pro rata refunds for periods already started are excluded, unless mandatory statutory law or the EWTC explicitly stipulate otherwise. 4.2 License blocking due to payment default or contractual violations No refund is granted where licenses or Subscriptions are lawfully blocked or restricted due to payment default, breach of contractual obligations or other reasons permitted under the EWTC (in particular Sections 8.3 and 8.4 EWTC). The mere blocking or restriction of the license does not in itself give rise to any refund claim; the obligation to pay the agreed fees for the current Billing Interval remains in force in accordance with the EWTC. 4.3 Support Subscription services Services under a Support Subscription (as governed by the Embedded Wizard Support Agreement ("EWSA") and the EWTC) that have already been provided or are made available to the customer for draw-down (for example, incident handling capacity, consulting efforts or other support contingents) are not refundable. 4.4 Customer-side environment and changes No refund is granted where the claimed impairment of the Software is attributable to deviations from the documented system requirements on the customer’s side or to unauthorized changes to the customer environment (for example, incompatible OS or toolchain updates, hardware changes, third-party software conflicts, security software or network restrictions), unless TARA is responsible for such circumstances. 4.5 Suspicion of abusive behavior A usage pattern may be considered suspicious if, in close temporal proximity to a refund request, unusually high usage or activity is detectable (for example, a significantly increased number of activations, builds or deployments in the last few days), while the Software is at the same time claimed to be non-usable. In such cases, TARA is entitled to further investigate the matter, request additional information and postpone a decision on the refund request until the investigation has been completed. 5. Procedure, Deadlines and Evidence 5.1 Submission of refund requests Refund requests must be submitted exclusively by email to contact@embedded-wizard.de. Each request must at least include: (a) the relevant order and/or invoice ID; (b) the affected Subscription ID(s); (c) the date of the transaction; (d) a sufficiently detailed description of the facts and issues (including error messages, impact and timing); (e) appropriate technical documentation and evidence (in particular log files, information on the system environment and reproducible steps); and (f) the name and contact details of a technically competent contact person on the customer’s side. 5.2 Deadlines for submitting refund requests Refund requests should generally be submitted as follows: (a) in cases of duplicate or erroneous charges or multiple orders: within three (3) calendar days of the invoice date; (b) in cases of alleged technical non-usability under Section 3.2: within seven (7) calendar days from initial activation or initial provisioning of the relevant Software Subscription. Requests submitted after these periods may be rejected as late at TARA’ reasonable discretion, unless mandatory statutory law provides otherwise. 5.3 Processing times and completeness Once all required information has been received, TARA will typically acknowledge receipt of the refund request within five (5) business days and will generally make a decision within fourteen (14) calendar days. TARA is entitled to defer its decision until missing information or documents have been provided. 5.4 Duty to cooperate The customer must cooperate to a reasonable extent in clarifying and resolving the issue, in particular by: (a) granting the necessary information and system access (for example, providing configuration details, logs, system snapshots); (b) performing tests and validation steps as requested by support; and (c) participating in remote sessions or similar measures where necessary and reasonable. If required cooperation is omitted or only incompletely provided and thus prevents or substantially hinders the evaluation, TARA may postpone or reject the refund request until adequate cooperation is provided. 5.5 Terminations and changes via Subscription Portal Termination, seat reductions and other contractual changes relating to Subscriptions must be initiated exclusively via the Subscription Portal, to the extent provided there, in accordance with Sections 7.3, 7.7 and 7.9 EWTC. The timestamp and electronic confirmation generated by the Subscription Portal are decisive for compliance with notice and termination periods. Deviating declarations by email or other channels do not replace the formal requirements and do not constitute timely termination or modification within the meaning of the EWTC. 6. Processing via Merchant of Record; Currency; Third-Party Fees 6.1 Refunds are processed exclusively via the Merchant of Record used for the original transaction (for example, FastSpring) and generally through the same payment method used for the original payment, unless the Merchant of Record’s processes require a different technically feasible method. 6.2 Any refund is made mirror-image to the original transaction in the original billing currency. Value-added tax (VAT) and similar indirect taxes are corrected in line with the original transaction, where required. 6.3 Currency conversion differences (for example, due to exchange rate fluctuations), bank charges, payment service provider fees and other third-party fees are not refundable. Any such amounts are borne by the customer, unless mandatory statutory provisions dictate otherwise. 7. Subscriptions, Billing Intervals and Pro Rata Rules 7.1 Commenced Billing Intervals Subject to Sections 10 and 3.3 EWTC and mandatory statutory provisions, Billing Intervals (monthly or annual) that have already commenced are not refunded on a pro rata basis. This applies in particular to early termination of a Software Subscription or Support Subscription during an ongoing Billing Interval. 7.2 Termination and automatic renewal Termination of Subscriptions, minimum notice periods and automatic renewals are governed by Section 7 EWTC. If the customer fails to terminate the Subscription in due time via the Subscription Portal, there is no claim to a refund for the subsequent renewal period, unless the customer exercises a valid special termination right under the EWTC (for example, in the event of price changes pursuant to Sections 3.3, 3.4 and 7.4 EWTC) and Section 10.3 EWTC applies. 7.3 Blocking during ongoing periods During lawful blocking of licenses or services by TARA in accordance with Section 8 EWTC (for example, due to payment default or serious contractual breaches), the obligation to pay the agreed fees for the current Billing Interval remains in force. The customer has no claim to pro rata refunds for the blocking period, unless mandatory statutory provisions explicitly require otherwise. 8. Payment Disputes and Chargebacks 8.1 Prior contact Before initiating any payment dispute or chargeback procedure with its bank, credit card provider, PayPal or other payment service provider, the customer must contact TARA’ support at contact@embedded-wizard.de and grant TARA a reasonable period to clarify and, where appropriate, resolve the matter out of court. 8.2 Unjustified chargebacks If a chargeback or comparable payment dispute proves to be unjustified, TARA may: (a) temporarily block the affected licenses or Subscriptions; (b) suspend processing of the underlying case until the matter has been clarified; and (c) recharge to the customer any third-party costs incurred by TARA as a result of the dispute (in particular dispute and chargeback fees of the Merchant of Record or payment service provider), to the extent reasonable. Any temporary block on licenses ends no later than twenty-four (24) hours after all outstanding amounts (including any dispute fees) have been fully settled. 9. Fraud Prevention; Audit and Withholding Rights in Refund Cases 9.1 Additional evidence and data evaluation To protect against abusive refund requests, TARA is entitled to request further information and evidence from the customer, and to evaluate usage and activation data to the extent necessary to review the refund request. Such evaluation is carried out in accordance with the EWTC and the applicable data protection notices. 9.2 Postponement and rejection of refund requests In justified cases of suspicion, TARA may postpone the decision on a refund request until completion of the review. Where the customer provides incorrect or incomplete information in a material way or intentionally conceals relevant facts, TARA is entitled to reject the refund request. 10. Order of Precedence; Amendments; Final Provisions 10.1 Relationship to EWTC and other documents This Refund Policy supplements the EWTC. In the event of any conflict or inconsistency between this Refund Policy and the EWTC, the EWTC prevail. In all other respects, the definitions, liability provisions, export and sanctions compliance provisions and data protection provisions of the EWTC apply accordingly. Section 19.2 EWTC governs the order of precedence between the EWTC, the EWSA and this Refund Policy. In particular, with respect to the relationship between these documents, the following order of precedence applies: (a) EWTC; (b) EWSA, with respect to the scope of support services; (c) this Refund Policy, with respect to refund procedures. 10.2 Amendments and special termination rights TARA may amend this Refund Policy with effect for the future in accordance with the change mechanism set out in the EWTC. The version of this Refund Policy published at the time the refund request is submitted applies to the processing of that request, provided that material changes to the detriment of the customer are only applied in accordance with Section 19.2 EWTC and not retroactively to refund situations that have already been finally decided. 10.3 Governing law and jurisdiction The governing law and jurisdiction rules in the EWTC (in particular Sections 19.1 EWTC and any related provisions) apply to this Refund Policy accordingly. Contact Email: contact@embedded-wizard.de END OF POLICY