Refund Policy

1.1

This Refund Policy (hereinafter — the "Policy") sets out the procedure, grounds and conditions for refunding amounts paid for IT services of Individual Entrepreneur Dmytrenko Sofiia Dmytrivna (Taxpayer ID: 3770706565), hereinafter — the "Contractor".

1.2

This Policy is an integral part of the Public Agreement (Offer) for the provision of services published on prometeylabs.com. By paying for the services (including via deferred payment or instalments through the payment partners Comgate, GoPay or Twisto), the Client unconditionally agrees to the terms of this Policy.

2.1

Since the Contractor provides individual development services for an intellectual product (websites, applications, etc.), all advance payments made are final.

2.2

A refund is possible only in cases of a material breach of obligations by the Contractor, namely:

• a complete absence of any results of the work through the Contractor's fault within the established timeframe;
• the results of the work fundamentally do not correspond to the approved Technical Specification, and the Contractor refuses to remedy these deficiencies within the agreed revision rounds.

2.3

This Policy does not apply to cases of non-performance or delay in services due to force majeure circumstances, as defined in Section 9 of the Offer. In such a case, the timeframe for the performance of work is extended for the duration of the force majeure and does not serve as grounds for either blaming the Contractor or withholding the Client's funds.

A refund will not be issued under any circumstances if:

3.1

The work has been performed in a technically sound manner and complies with the approved Technical Specification, but the Client is dissatisfied with the result for subjective reasons (e.g.: "I don't like the design", "I changed my mind", "the business concept has changed").

3.2

The timeframe for the provision of services was breached due to the actions or inaction of the Client itself (delay of more than 14 calendar days in providing the necessary text/graphic information, access, or feedback). In such a case, the advance payment is retained as compensation for the time and downtime incurred.

3.3

The Client violated the ethics of business communication, which led to the Contractor unilaterally terminating the Agreement (use of profanity, threats, unfounded blackmail through refund demands).

3.4

The Client requests a partial refund (partial refunds are not provided for).

4.1

A refund request must be submitted no later than 14 calendar days from the date the reasonable grounds specified in clause 2.2 of this Policy arose.

4.2

To initiate a refund, the Client must send an official letter to the email address info@prometeylabs.com, which must specify:

• the full name of the Client and contact details;
• invoice/agreement details or the order number;
• a clear, reasoned explanation of the reason for the request, referencing the points of the Technical Specification that were not fulfilled;
• evidence of improper performance of the work (screenshots, technical reports).

5.1

The Contractor reviews a submitted request within 10 (ten) business days from the date it is received. If necessary, the Contractor has the right to request additional clarifying information.

5.2

The Client is notified of the outcome of the review by email.

5.3

If the request is granted, the refund is made using the same method and to the same details from which the payment was made, within 14 (fourteen) business days from the date the positive decision is made.

5.4

Please note: The refund amount may be reduced by the amount of fees charged by payment systems, payment service providers (Comgate, GoPay, Twisto) or banking institutions (including fees for deferred payment or instalment services) that were withheld when the payment was credited or refunded.

6.1

If the Client is a consumer, this Policy does not affect their rights under Act No. 89/2012 Coll., the Civil Code of the Czech Republic, Act No. 634/1992 Coll., on Consumer Protection, and Directive 2011/83/EU, in particular the right to withdraw from a distance contract within 14 days under Section 1829 of the Civil Code and the rights arising from defective performance.

6.2

The right of withdrawal ceases in the cases set out in Section 1837(a) and (d) of the Civil Code, i.e. where the Contractor has begun performance with the consumer's prior express consent before the expiry of the withdrawal period and the consumer has been informed of the loss of this right, or where the performance is made to the consumer's specifications or clearly personalised. Details are set out in Section 11 of the Offer.

6.3

This Policy is governed by the law of the Czech Republic. A consumer is entitled to out-of-court dispute resolution through the Czech Trade Inspection Authority (www.coi.cz, adr.coi.cz) or the European Commission Online Dispute Resolution platform (ec.europa.eu/consumers/odr). If no agreement is reached, the courts of the Czech Republic have jurisdiction.

7.1

The Contractor reserves the right to unilaterally amend this Policy. The new version takes effect from the moment it is published on the website.

7.2

Continued use of the services after changes have been made confirms the Client's agreement with the updated terms.