This page summarises section 8 of the Public Offer. Mandatory rights under applicable law remain unaffected.
How to cancel or request a refund
Email [email protected] or contact support through your Account. Include the Order or Invoice number, what you wish to cancel, the circumstances and the refund amount, if known. Do not send card details or bank authorisation codes.
You may cancel the entire Order or a particular Stage. The Provider stops actions not yet started when it has received the request and can stop them, and reports the status of operations underway.
Refund amount
Only the price of agreed services actually supplied and necessary, documented, non-recoverable third-party expenses directly related to the Order may be deducted, within the law. The Provider supplies the calculation and evidence. Foregone profit and a flat cancellation penalty are not deducted; expenses caused by the Provider’s breach are not passed on to the User.
If performance becomes impossible for reasons for which the User is not responsible, payment for the unprovided part is refunded. A dispute over part of the amount does not delay refund of the undisputed part.
Refund timing and method
The Provider reviews the request and initiates the refund no later than 10 business days after receiving the request and necessary information, unless the law requires a shorter period. Missing information is requested without undue delay; information already held is not requested again. The period does not restart at the Provider’s discretion.
Refunds are made to the original payment method and in the original payment currency. Where technically or legally impossible, the parties agree another lawful method. The Provider communicates the amount, initiation date and available refund identifier.
The bank may take additional time to credit funds; the Provider assists in tracing a delayed refund. This does not extend any mandatory statutory refund deadline. Closing an Account does not remove the right to a refund.
Returning goods to a store
Returning goods to a third-party seller is agreed separately, taking account of the law, the store’s rules and the practical possibility of return. A store’s refusal does not remove the Provider’s obligation to return unused funds for its own services.
For the claims procedure and required information, see Contacts and claims.