Reservation Terms and Return/Refund Policy

Welcome to Flappie Technologies AG! Your satisfaction matters to us, and we strive to ensure that you are happy with your purchase. Please read our Reservation, Return and Refund Policy carefully to understand your rights and obligations. This policy is a customer-friendly summary of the relevant provisions of our full Terms and Conditions; in the event of any conflict, the Terms and Conditions prevail.

1. Cancellation of Reservations (before dispatch)

Reservation options

As part of our reservation programme (Flappie Founders Program), we offer two options:

• Option A – Queue reservation: You place a reservation deposit to secure a preferential discount. At launch, you will receive a discount code to purchase at the reduced price, or you can have your deposit refunded in full.
• Option B – Full reservation: You place the current reservation price as a deposit. On delivery, the deposit is converted into the purchase price, provided you accept the product. In the event of significant price deviations (> 20%), you have the right to withdraw before acceptance.

Cancellation of reservations

You can cancel your reservation at any time before the product is dispatched. In this case, we will refund the fully paid reservation deposit within 14 days to the original payment method.

To cancel a reservation, please contact our customer service at info@flappie.ch with your order details.

If you cancel of your own accord, we reserve the right to retain any payment processing fees already incurred (credit card/PayPal fees, typically 2–4%).

Legal nature of the reservation

Placing a reservation deposit does NOT constitute a purchase contract and does not establish any binding obligation to deliver on the part of Flappie Technologies AG. It is an expression of interest with financial securing of the queue position.

The reservation deposit is:

• Fully and unconditionally refundable until actual delivery
• Non-interest-bearing
• Used to finance product development, tooling procurement and production ramp-up
• Not a down payment in the tax-law sense, but a security (deposit)

The final purchase contract is only concluded upon delivery and acceptance of the product by the customer.

Cancellations after dispatch

Once the product has been dispatched, cancellation under the reservation is no longer possible. The regular return and withdrawal provisions below (Sections 3 to 5) apply instead.

2. Special Notes for EU Customers (Germany, Austria)

Tax classification of the reservation deposit

From the perspective of Flappie Technologies AG, the amounts placed as part of the reservation programme constitute securities (deposits) and not down payments in the VAT sense, because:

• The deposits are fully and unconditionally refundable until delivery
• Refunds are processed daily at the customer's request
• At the time of the deposit, neither the product nor the price is final
• No binding obligation to deliver is established
• The funds serve product development, not merely inventory holding
• The final purchase contract is only concluded upon delivery

Should the competent tax authorities reach a differing tax assessment, we undertake to:

• Inform you without delay
• Give you the choice between (a) conversion into a VAT-liable down payment or (b) a full refund
• Not pass on to you any tax liabilities subsequently assessed

VAT treatment upon delivery

The reservation deposit is collected WITHOUT VAT. On delivery, you will receive an invoice showing VAT (CH: 8.1%, DE: 19%, AT: 20%). The deposit is credited in full, so that no additional amount becomes due.

3. Right of Withdrawal (Consumers in the EEA and the United Kingdom)

If you are a consumer resident in the European Economic Area (EEA, including Germany, Austria, Liechtenstein and other EEA states) or in the United Kingdom, you have the right to withdraw from the purchase contract within 14 days without giving any reason.

Withdrawal period

The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, took possession of the goods.

How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of a clear statement (e.g. a letter sent by post or email). Please send your withdrawal declaration to:

Email: info@flappie.ch
Address: Flappie Technologies AG, Leutschenstrasse 43, 8807 Freienbach, Switzerland

To meet the deadline, it is sufficient that you send the notification before the withdrawal period expires.

Consequences of withdrawal

If you withdraw from this contract, we will refund all payments we have received from you, including the delivery costs (with the exception of additional costs arising from your choosing a type of delivery other than the standard delivery offered by us), without undue delay and no later than 14 days from the day on which we received your withdrawal declaration.

For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise; in no case will you be charged any fees as a result of this refund.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.

Return of the goods

You must return or hand over the goods to us without undue delay and in any case no later than 14 days from the day on which you notify us of the withdrawal. The deadline is met if you send the goods before the 14-day period expires. You bear the direct costs of returning the goods.

Condition of the goods and diminished value

You are liable for any diminished value of the goods resulting from handling them in a way that goes beyond what is necessary to establish their nature, characteristics and functioning (Art. 14(2) of the EU Consumer Rights Directive, § 357a of the German Civil Code (BGB), Art. 40f of the Swiss Code of Obligations (OR)). A mere visual inspection, connecting to the app and a brief functional trial – as would be possible in a shop – are permitted and do not result in any diminished value. Any handling beyond this, in particular installation, mounting, attachment to a door or wall, drilling, gluing or permanent commissioning, results in a diminished value that we will deduct from the refund amount.

For clarity for both sides, we use the following diminished-value matrix as a guide. The specific deduction is determined on a case-by-case basis after physical inspection of the device and communicated to you before the refund is processed:

Condition on return	Diminished value (deduction)
Original packaging sealed and unopened	0%
Opened, visual inspection, app connection tested; no signs of use; complete accessories and documentation	0%
Minor packaging damage or missing documentation without signs of use on the device	up to 15%
Test-fitting or test-holding without permanent attachment; no drill holes, screw marks or adhesive residue; no scratches	15–30%
Visible signs of installation: drill holes, screw marks, adhesive residue on the device, frame or mounting material	50–80%
Scratches on the camera lens, damage to the housing, sensor or other functional components	70–100%
Missing components (e.g. power supply, mounting material, camera module); device clearly used; or damage that makes resale impossible	up to 100%

In extreme cases – for example, if the returned device is irreparably damaged or non-functional – the diminished value may correspond to the full purchase price, so that no refund is made. Your right of withdrawal remains unaffected by this; only the refund amount is reduced, not the right of withdrawal itself.

Inspection procedure

Upon receipt of the returned goods, we document the condition photographically (packaging, device, accessories, visible damage). You will receive a summary of the inspection with any diminished value determined, before we process the refund. Refunds are made within 14 days of the device inspection to the original payment method. Should you disagree with the diminished value, please contact us at info@flappie.ch; your statutory rights remain unaffected.

4. Standard Return Policy (all other customers)

For customers outside the EEA and the United Kingdom, the following return policy applies:

Return period

You can return any product within 14 days of receipt if it is defective or if you are not satisfied with your purchase.

How to return an item

• Open a ticket at https://flappiedoors.com/pages/returns and provide your order number, a description of the defect and supporting media.
• Wait for return authorisation: we will issue you an RMA number (Return Merchandise Authorization).
• A prepaid return label is not provided. Ship the goods insured and securely packaged; the customer bears the shipping costs.
• For legitimate defect returns, we will refund documented shipping costs.
• For returns due to a change of mind, shipping and any customs costs remain with the customer.

Returns without a prior RMA number or parcels sent unpaid will be returned at the sender's expense.

Condition of returned items

The product must be returned in its original condition, including all original packaging and accessories. Products returned in a damaged condition or with missing parts may not qualify for a full refund.

Refund processing

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and the amount automatically refunded to your original payment method within 14 days of the device inspection.

5. 30-Day Satisfaction Guarantee ("Happiness Guarantee")

In addition to your statutory rights, you can return your Flappie within 30 calendar days of delivery as follows:

Reason for return	Requirements	Note
A) Change of mind	Original packaging unopened, or opened but not installed, mounted or attached to a surface; no drill holes, screw marks, adhesive residue or scratches on the device, frame or camera lens; all accessories and complete documentation undamaged.	Devices showing signs of installation or use beyond a brief visual inspection will be rejected. In the case of minor packaging damage or missing documentation that does not indicate installation or use, a restocking fee of up to 15% of the purchase price applies.
B) Manufacturing/assembly defect	Proof of defect required (photos/videos); report within 30 days.	The packaging may be opened.

Process: Open a ticket at https://flappiedoors.com/pages/returns and upload your order number, a description of the defect, supporting media and proof of purchase. We will issue you an RMA number before dispatch; parcels sent without authorisation will be returned at the sender's expense.

6. Non-returnable Items

Certain items cannot be returned, including:

• Products that have been modified, customised or used in a manner other than as stated in the product description.
• Items that are not in their original condition, are damaged or are missing parts for reasons not attributable to our fault.

7. Warranty and Defects

Warranty period

Our products have a warranty of 2 years (24 months) from the date of delivery. The warranty covers material, manufacturing or assembly defects under normal use.

What is covered

• Material, manufacturing or assembly defects in the hardware that impair its function (e.g. sensor or connectivity failures, housing breakage).

What is NOT covered

• Normal wear and tear, scratches, cosmetic damage.
• Damage caused by improper installation, incorrect power supply or extreme environmental conditions.
• All AI and software functions are provided "as is" without any performance guarantee – including, but not limited to, accuracy of prey detection, cat identification, distinction between registered pets and stray cats, false admissions, false rejections, notification latency and video quality in low light.
• Software performance fluctuations of any kind.

Complaints relating to AI performance do not constitute a warranty claim and do not give rise to any claim for a refund, repair or replacement. Anyone not satisfied with the AI performance may instead make use of the 30-day satisfaction guarantee (Section 5).

Software updates

Flappie undertakes to provide security and feature updates for the connected Flappie device for at least five (5) years from the date of the last sale of the respective device model, where technically feasible. Software functions such as Cat ID fall under this update commitment and are therefore secured for longer than the two-year hardware warranty. Updates are provided automatically over-the-air. After this minimum period, updates may be discontinued at Flappie's discretion; any such discontinuation will be communicated at least six (6) months in advance.

How to make a warranty claim

If your product is defective or malfunctions, contact us with your order information and a description of the problem at info@flappie.ch or via https://flappiedoors.com/pages/returns.

Warranty handling

• Open a ticket at https://flappiedoors.com/pages/returns.
• Wait for return authorisation: Flappie will issue an RMA number.
• Send the shipment insured and packaged securely for transport.
• Inspection by Flappie.
• Outcome at Flappie's choice:
  • Repair (on-site or in the workshop)
  • Replacement device (factory return)
  • Refund of the purchase price, if neither repair nor replacement is possible

For legitimate defect returns, we will refund the documented shipping costs. Refunds are processed, where applicable, within 14 days of the device inspection.

Exclusions

The warranty does not cover damage caused by improper use, unauthorised modifications or the use of parts not supplied or recommended by Flappie Technologies AG. Mandatory, non-waivable consumer rights remain unaffected.

8. Model Withdrawal Form

(If you wish to withdraw from the contract, please complete this form and return it.)

9. Contact

If you have any questions about our Reservation, Return and Refund Policy, please contact us at:

• Email: info@flappie.ch
• Address: Flappie Technologies AG, Leutschenstrasse 43, 8807 Freienbach, Switzerland
• Returns portal: https://flappiedoors.com/pages/returns
• Full Terms and Conditions: https://flappiedoors.com/policies/terms-of-service

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Flappie Technologies AG – As of: 28 June 2026