Last updated September 15, 2024

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REFUND POLICY

Last updated September 14, 2024

Our refund policy ensures fairness and transparency for all customers. This policy distinguishes between EU customers, who are entitled to specific rights under EU consumer protection laws, and non-EU customers, who follow different refund terms.

1. EU Customers: 14-Day Withdrawal Right

Under EU consumer protection laws, customers are entitled to a 14-day "cooling-off period" to withdraw from a distance contract. However, specific conditions apply:

1. Service Commencement During Cooling-Off Period: If an EU customer agrees to begin services during the 14-day period, they acknowledge that:
   • If they request a refund, a refund processing fee of at least 52 euros will be charged to cover the administrative work and handling costs involved, even if no services were used.
2. Partially Completed Services: If services are partially completed during the cooling-off period and then canceled, customers will be required to pay:
   • For the portion of the service already provided, in addition to a refund processing fee of at least 52 euros will be charged to cover the administrative work and handling costs involved.
3. Completed Services: No refunds will be provided if the service is fully completed during the cooling-off period, as the customer will have explicitly consented to the full completion of the service.

2. Refund Process for EU Customers

1. Customers should submit refund requests via email to [email protected], including the relevant invoice and service details.
2. Requests will be processed within 14 business days, and the decision will be communicated by email.
3. Approved refunds will be processed using the original payment method and issued within two months of approval.
4. A refund processing fee will apply to all approved refunds to cover administrative costs.

3. Non-EU Customers

For non-EU customers, refunds are not available once the service has started or the product has been dispatched or the payment is made. We ensure satisfaction and clarity before purchases or service initiation to minimize the need for refunds.

4. Specific Terms

1. Third-Party Payments: If the service includes payments to third parties (e.g., booking fees), these costs are outlined in the service agreement and are not refundable.