Refunds Policy — Section 12.1

This section applies to one-time individual packages made available by MeritLense, including Basic, Essential, Advanced and Premium packages, where offered.

Subject always to the mandatory consumer rights described in Section 6 below, MeritLense’s commercial refund policy is as follows: if no candidate assessment has been started and no paid add-on or other purchased service has begun or been delivered, the customer may request a full refund of the unused package.

After an assessment, paid add-on or other purchased service has begun or been delivered, MeritLense does not provide a voluntary refund for the consumed portion merely because the customer later decides not to continue using the package. Any remaining rights to withdraw, obtain a proportionate reimbursement, terminate, obtain a price reduction, or receive another remedy under mandatory consumer law remain unaffected.

Unused Assessment Slots or Points do not by themselves create an entitlement to a partial refund, except where a refund or other remedy is required by mandatory law or expressly agreed by MeritLense in writing.

Where the customer qualifies as a consumer and the contract is concluded at a distance, the customer may have a statutory right to withdraw from the contract within 14 days, subject to the conditions, exceptions and consequences provided by applicable consumer law.

For a service contract, if the consumer expressly requests that performance begin during the withdrawal period, MeritLense may begin performance before that period expires. If the consumer validly withdraws after performance has begun, the consumer may be required to pay an amount proportionate to the services supplied up to the time of withdrawal, where permitted by applicable law.

Where a transaction constitutes digital content not supplied on a tangible medium, any loss of the statutory withdrawal right will apply only where the legal requirements are satisfied, including the consumer’s prior express consent to begin performance during the withdrawal period, the consumer’s acknowledgement of the resulting loss of the withdrawal right, and the required contract confirmation.

Acceptance of the general Terms of Use alone will not be treated as a substitute for any separate express consent or acknowledgement required by mandatory consumer law.

This section applies to recurring business subscription plans, including Growth and Business plans, where offered to business customers.

Unless the applicable B2B Services Agreement, order form or Pricing Addendum states otherwise, amounts already charged for a current billing period are non-refundable as a matter of MeritLense’s commercial policy. The customer may cancel future renewal in accordance with the applicable subscription terms and may continue using the paid allocation until the end of the current billing period.

This B2B section does not override any mandatory rights that may apply where a purchaser is legally treated as a consumer rather than a business customer.

Refund, cancellation, credit and reconciliation terms for Custom Enterprise arrangements are governed by the applicable B2B Services Agreement, order form and/or Pricing Addendum agreed between the customer and MeritLense. If those documents contain specific terms, those specific terms prevail over this general policy for that transaction.

If a customer believes that MeritLense charged an incorrect amount, processed a duplicate charge, or made another billing error, the matter will be handled as a billing correction rather than solely as a standard refund request. Consumption-based restrictions in this policy do not prevent correction of a verified billing error.

Customers should contact MeritLense promptly at info@meritlense.com and provide sufficient information to identify the transaction.

Nothing in this Refunds Policy excludes, restricts or waives any mandatory consumer right or remedy that cannot lawfully be excluded or limited. This includes, where applicable, statutory rights relating to withdrawal from distance contracts and remedies for digital content or digital services that do not conform to the contract.

If a mandatory rule conflicts with this Refunds Policy, the mandatory rule prevails to the extent of the conflict.

Requests may be sent to info@meritlense.com. Please include the account holder’s name, account email, transaction or invoice reference (if available), the package or service concerned, and the nature of the request.

A consumer does not need to use a specific form to exercise a statutory withdrawal right where applicable; a clear statement communicating the decision to withdraw is sufficient, subject to applicable law. MeritLense will process valid refunds and reimbursements within the period required by applicable law.

Approved refunds will normally be returned through the original payment method where reasonably possible. Processing time after MeritLense initiates the refund may depend on the payment provider or financial institution.

Account closure, deletion or inactivity does not create a refund entitlement by itself. The treatment of unused balances is governed by the applicable agreement and Terms of Use, subject always to mandatory law.

MeritLense OÜ Registry Code: 17607462 Registered Address: Ruunaoja tn 3, Lasnamäe linnaosa, Tallinn, Harju maakond, 11415, Estonia Email: info@meritlense.com

This English version is the controlling version of this Refunds Policy. Any Arabic version is provided for convenience. In the event of any inconsistency or difference in interpretation, the English version will prevail to the extent permitted by applicable law.

Effective date: 27 September 2026.

MeritLense may update this policy from time to time. Any update will apply prospectively unless applicable law requires otherwise.