SaM Digital Solutions GmbH
Status: [15 January 2026]
Return Policy
1. Scope of Application
This Return Policy governs the conditions for returns, refunds, and complaints related to products and services provided by SaM Digital Solutions GmbH (hereinafter “SaM”), offered via the website friendlyway.com or based on individual contractual agreements.
SaM provides its services exclusively to entrepreneurs within the meaning of Section 14 of the German Civil Code (BGB). Consumers within the meaning of Section 13 BGB are excluded from the online offerings. Therefore, there is no statutory right of withdrawal pursuant to Section 355 BGB.
2. Software, SaaS, and Digital Services
2.1 Standard Software and SaaS Solutions
For software products, cloud-based services, and SaaS solutions, the following applies:
- The service is deemed fulfilled upon provision, activation, or license enablement.
- Returns, termination with refund, or reimbursement of fees already paid are excluded.
- This applies in particular if the customer has expressly agreed to the immediate execution of the service.
Refunds are excluded in the case of:
- subscription periods that have already commenced or been used,
- activated trial, staging, or production environments,
- individually configured or customer-specific software functionalities.
2.2 Custom Development and Project Services
Individually developed software, customer-specific adaptations, integrations, consulting, implementation, or project services are excluded from return, as they are performed according to customer specifications.
3. Hardware Products (If Contractually Agreed)
If SaM supplies hardware products (e.g., kiosk systems, terminals, displays, or accessories), the following additional provisions apply:
- Returns are permitted only with prior written approval from SaM Digital Solutions GmbH.
- Hardware must be returned unused, undamaged, and in its original packaging.
- Custom-made items, project-specific configurations, and customer-specific hardware are excluded from return.
Unless expressly agreed otherwise, the customer shall bear all return shipping costs.
4. Defects, Warranty, and Complaints
Any defects must be reported in writing without undue delay after becoming known. Complaints should be addressed to:
Warranty and defect claims are governed exclusively by the respective individual contracts, service descriptions, or Service Level Agreements (SLAs).
Following review of the facts, SaM may, at its discretion:
- remedy the defect,
- provide a replacement, or
- perform another contractually owed service.
Any further claims are excluded to the extent permitted by law.
5. Final Provisions
This Return Policy supplements the General Terms and Conditions of SaM Digital Solutions GmbH. In the event of contradictions, individual contractual agreements shall take precedence.
6. Contact
SaM Digital Solutions GmbH
E-mail: [email protected]
Website: https://www.friendlyway.com
