PAYMENT, CANCELLATION & REFUND POLICY
Last updated: 23 December 2025
This Payment, Cancellation & Refund Policy (“Policy”) explains the rules applicable to payments, cancellations, and refunds for the Services operated by [Company Name], a company incorporated in the Republic of Estonia.
This Policy forms an integral part of the Terms of Service and is drafted in accordance with Directive 2011/83/EU and the Estonian Law of Obligations Act (Võlaõigusseadus).
1. Nature of the Services
1.1. The Company provides professionally executed digital marketing services, including content creation, strategy, and analytics, which are:
● Customized — tailored to the User’s specific brief and requirements;
● Expert-led — involving professional human judgment and manual execution;
● Non-prefabricated — created specifically for the User and not suitable for resale or reuse.
2. Payments and Order Confirmation
2.1. All prices are displayed in EUR prior to payment. Payments are processed via authorized Payment Service Providers (PSPs).
2.2. No Storage of Card Data. The Company does not store or process full payment card details.
2.3. By completing a payment, the User provides express consent for the Company to commence performance of the Service immediately.
3. Commencement of Services (“In Progress”)
3.1. An Order is deemed “In Progress” once the Company has allocated expert resources and has begun research, analysis, preparation, or content production.
3.2. Notification. The User is notified via the User Dashboard or by email when the Order status changes to “In Progress”.
3.3. The “In Progress” status constitutes both the technical and legal commencement of the Service.
4. Loss of Right of Withdrawal (EU Law)
4.1. General Rule. Under EU consumer law, consumers generally have a fourteen (14) day right of withdrawal.
4.2. Statutory Exclusion (§§ 47 and 53 of the Estonian Law of Obligations Act).
In accordance with Article 16(a) and Article 16(m) of Directive 2011/83/EU, the right of withdrawal does not apply to:
● services that have begun with the consumer’s express prior consent and acknowledgement that the right of withdrawal is lost upon commencement of performance;
● digital content or services that are customized or personalized to the consumer’s specifications.
4.3. Acknowledgment. By placing an Order, the User expressly acknowledges and agrees that the 14-day withdrawal right is waived once the Order status is marked as “In Progress.”
5. Cancellation & Refund Rules
5.1. Before Commencement. An Order may be cancelled with a full refund only if its status remains “Pending” and no work has commenced.
5.2. After Commencement. Once an Order is marked as “In Progress”, cancellations and refunds are not available due to the irreversible nature of expert manual work.
5.3. No Refunds for Subjective Reasons. Refunds are not granted based on:
● dissatisfaction with creative style, tone, or subjective preferences;
● changes in the User’s business objectives after work has commenced;
● expectations falling outside the scope of the Service description.
6. Chargebacks and Disputes
6.1. Initiating a chargeback without first contacting legal@yourdomain.com may be considered a breach of the Terms of Service.
6.2. The Company reserves the right to contest unjustified chargebacks and to provide documentary and technical evidence of Service execution, including timestamps, drafts, internal logs, and delivery records, to banks or payment providers.
7. Exceptional Circumstances
7.1. Refunds may be granted at the Company’s sole discretion only in objectively verifiable cases, including:
● material non-delivery of the agreed Deliverables;
● erroneous duplicate charges;
● a technical failure on the Company’s side that makes execution impossible.
8. Contact
For payment, cancellation, or refund inquiries, please contact:
legal@yourdomain.com