Your rights as a consumer
A plain-language summary of what EU and Portuguese law gives you when you subscribe to a digital service like this one — and exactly how to use those rights with us.
1. The 14-day right of withdrawal
When you buy online, EU and Portuguese law give you, as a rule, 14 days to withdraw from the contract — no reason required, no penalty.
There is an exception for digital content and services supplied immediately. The right is lost where all of the following are true: you gave prior express consent for the service to start during the 14 days, you acknowledged that you would lose the right of withdrawal by doing so, and you received confirmation of that agreement on a durable medium.
That is exactly what the three separate checkboxes at our checkout are for. They are not pre-ticked and they are not bundled together, because the law requires each acknowledgement to be given actively and separately. If you prefer to keep the full 14-day right, do not tick them — access then begins after the withdrawal period.
The Essential plan costs nothing and requires no card. Withdrawal rights are about paid contracts — with a free plan there is nothing to withdraw from, and you can close the account whenever you like.
2. How to exercise the right of withdrawal
If you are within the withdrawal period and have not waived the right, send us an unambiguous statement that you are withdrawing:
- By email to norwicfinance@gmail.com — the fastest route, and we confirm receipt.
Any clear wording works; you may use the model form below but you are not required to. Sending the statement before the 14 days expire is enough — it does not matter when it reaches us.
We reimburse all payments received within 14 days of being informed, using the same payment method you used, at no cost to you.
3. Model withdrawal form
You may copy, complete and return this form only if you wish to withdraw from the contract:
To: Norwic Finance — norwicfinance@gmail.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of the following service:
Ordered on (*)/received on (*): ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature of consumer(s) (only if this form is notified on paper): ____________
Date: ____________
(*) Delete as appropriate.
4. Conformity of digital content and services
Separately from withdrawal, you have the right to receive digital content and services that conform to the contract — that they work as described, are fit for their normal purpose, and are supplied with the updates agreed.
If the service does not conform, you may require it to be brought into conformity within a reasonable time and without significant inconvenience. Where that is impossible, disproportionate, not done in reasonable time, or where the lack of conformity is serious, you may request a proportionate price reduction or terminate the contract with a refund of the amounts corresponding to the period affected.
For content supplied continuously over the subscription period, this right applies throughout that period. To use it, describe the problem to us at norwicfinance@gmail.com.
5. Cancelling renewals
You can cancel future renewals of a subscription at any time, without giving a reason and without penalty, effective at the end of the period already paid. Cancellation is available in your account area, and we will also do it for you if you write to us.
We do not require a phone call, a retention interview or a notice period to cancel.
6. Price transparency
Prices are displayed before purchase, including VAT where applicable, together with the billing frequency and what happens at renewal. There are no hidden costs, no activation fees and no charges that appear only after purchase. If a price changes, it applies from the following billing period and never retroactively.
7. Refunds
Refunds are governed by the Refund Policy. Statutory rights always apply in cases of non-supply of the service, duplicate payment, billing error, unauthorised charge or legally recognised lack of conformity — in those cases the refund is due regardless of anything in that policy, and is processed within the statutory period (as a rule, 14 days).
8. Complaining to us first
Write to norwicfinance@gmail.com with the subject “Complaint”. Tell us what happened, when, and what outcome you want. We aim to acknowledge within 2 business days and to give a substantive reply within 15 business days. Most disputes end here, and it is the quickest route for you.
9. Electronic complaints book (Livro de Reclamações Eletrónico)
Providers operating in Portugal must make the electronic complaints book available to consumers. You can submit a complaint directly, without going through us, at www.livroreclamacoes.pt.
Complaints filed there are routed to the competent supervisory authority, and we are required to respond within the legal deadline. Using it does not remove any other right, and it costs nothing.
10. Alternative dispute resolution (RAL)
If a dispute is not resolved directly, you may refer it to an alternative consumer dispute resolution entity — a faster and cheaper route than court. Entities available in Portugal include:
- CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, which covers disputes not assigned to a regional centre: www.cniacc.pt.
- Regional consumer arbitration centres, competent according to the consumer’s place of residence.
- Direção-Geral do Consumidor, which maintains the official list of authorised RAL entities: www.consumidor.gov.pt.
Norwic Finance is not currently bound, by adherence or by law, to a specific RAL entity. You may still bring a dispute to the competent entity above; where adherence is not mandatory, our participation in a particular procedure may depend on our acceptance. Your right to file a complaint, and your right to go to court, are unaffected either way.
11. Cross-border disputes and the ODR platform
If you live in another EU country, the European Consumer Centre network helps with cross-border disputes free of charge. In Portugal: www.cec.consumidor.pt.
The European Commission’s online dispute resolution (ODR) platform was discontinued in July 2025, and the obligation to link to it was repealed with it. This page therefore points to national RAL entities and the European Consumer Centre network instead. Confirm the current position at legal review, and reinstate an ODR reference only if a successor platform applies.
12. Courts
You always keep the right to bring the matter before the courts. As a consumer you may do so in the courts of the country where you are habitually resident, and you keep the protection of the mandatory rules of that country.
13. Mandatory rights prevail
Nothing in our Terms & Conditions or Refund Policy limits consumer rights that cannot be waived by contract. Where a clause conflicts with a mandatory rule, the rule prevails and the clause does not apply.
This page is a summary written for clarity, not a substitute for the legislation itself or for independent legal advice.
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