Cancellation and Return Policy

1. Cancellation Policy

1.1 Service Cancellations

Clients may request cancellation of services including IT development, integration, design, digital marketing, consulting, and testing.

• Cancellation must be submitted minimum 5 business days prior to the agreed start date.
• If service delivery has commenced, a prorated refund will be calculated for the unrendered portion.
• Once a custom deliverable is fully produced and accepted, cancellation rights expire.
• All services are one-time engagements.
• No subscriptions or automatic renewals apply.

2. Return and Refund Policy

KAPO GROUP s.r.o. complies with EU Directive 2011/83/EU and Slovak law on digital service provision.

2.1 Refund Eligibility

Refunds may be issued under the following conditions:

• If the customer disputes service quality, a review and correction phase will be initiated.
• If no resolution is reached, a partial refund may be issued for the unperformed part.
• No refunds apply to fully completed and accepted deliverables.

2.2 14-Day Right of Withdrawal

Clients may request a full refund within 14 days of payment only if:

• service delivery has not yet started, and
• no custom or preparatory work has been executed.

2.3 Non-Refundable Deliverables

The following are non-refundable after delivery:

• bespoke software development
• API / systems integrations
• UX/UI design packages
• digital strategies, documents, analytics
• code repositories and technical builds

2.4 Chargeback Prohibition

By submitting payment, the client confirms:

• understanding of the scope of work
• agreement not to initiate chargebacks upon acceptance of deliverables

3. Process for Cancellation or Refund Requests

• Submit request via email: [email protected]
• Include:
  • invoice number
  • project name
  • date of payment
• Compliance review period: up to 5 business days
• Approved refunds issued within 7–10 business days, depending on banking channels.

4. Exceptions & Force Majeure

In rare circumstances beyond operational control (network disruptions, third-party platform failure, regulatory events), KAPO GROUP s.r.o. may offer:

• rescheduling of service
• replacement service credit
• partial refund aligned with EU fairness doctrine (principle of proportionality)

5. Governing Law and Dispute Resolution

5.1 Applicable Law

This Policy and all contractual engagements are governed exclusively by the laws of the Slovak Republic, alongside directly applicable EU legislation.

5.2 Pre-Litigation Resolution

Before filing any legal claim, parties agree to:

• submit formal written notice to: [email protected]
• allow 14 calendar days for internal review and negotiation

5.3 Mediation / ADR (EU-Compliant)

If resolution is not reached through negotiation, both parties agree to pursue ADR:

• pursuant to EU Directive 2013/11/EU
• via recognized mediation providers in Slovakia
• EU ODR platform: https://ec.europa.eu/consumers/odr

5.4 Exclusive Jurisdiction

If ADR does not resolve the dispute, exclusive jurisdiction applies to:

Courts of the Slovak Republic, Bratislava Region

5.5 Language of Proceedings

Proceedings may be conducted in:

• Slovak
• English

Translation fees, if necessary, are borne by the initiating party.

6. Contact Information