Refund Policy

1.1

This Refund Policy (hereinafter the "Policy") sets out the procedure, grounds and conditions for refunding money paid for IT services of individual entrepreneur Dmytrenko Sofiia Dmytrivna (taxpayer ID / RNOKPP: 3770706565), hereinafter the "Contractor".

1.2

This Policy is an integral part of the Public Contract (Offer) for the Provision of Services published on prometeylabs.com. By paying for the services (including by arranging an instalment plan through a bank), the Client unconditionally agrees to the terms of this Policy.

2.1

Since the Contractor provides services for the custom development of 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 work results through the Contractor's fault within the agreed timeframe;
• the work result fundamentally fails to match the approved Technical Specification, and the Contractor refuses to remedy these defects within the agreed Revision rounds.

2.3

This Policy does not apply to cases where services are not provided or are delayed due to force majeure circumstances as defined in section 9 of the Offer. In that case the work deadlines are extended for the duration of the force majeure, which is grounds neither for blaming the Contractor nor for withholding the Client's funds.

No refund is made under any circumstances if:

3.1

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

3.2

The service deadlines were missed due to the actions or inaction of the Client (a delay of more than 14 calendar days in providing the necessary text/graphic information, access or feedback). In this case the advance payment is retained as compensation for time spent and downtime.

3.3

The Client breached business communication ethics, which led to the Contractor unilaterally terminating the Contract (use of obscene language, threats, unfounded blackmail with refund demands).

3.4

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

4.1

A refund request must be submitted no later than 14 calendar days after the justified grounds defined in clause 2.2 of this Policy arise.

4.2

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

• the Client's full name / company name and contact details;
• the invoice/contract details or the order number;
• a clear, justified explanation of the reason for the request, referring to the items of the Technical Specification that were not fulfilled;
• evidence of improper performance of the work (screenshots, technical reports).

5.1

The Contractor reviews the submitted request within 10 (ten) business days of receiving it. If necessary, the Contractor may 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 by the same method and to the same details from which payment was made, within 14 (fourteen) business days from the date of the positive decision.

5.4

Please note: The refund amount may be reduced by the fees of payment systems, acquiring services or banks (including fees for servicing the "Pay in Parts" service) that were withheld when the funds were credited or refunded.

6.1

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

6.2

Continuing to use the services after changes are made confirms the Client's agreement with the updated terms.