Refund Policy
1. General Provisions
1.1. This Refund Policy governs the procedure for order cancellation, refusal of services, refund of funds, and settlement of disputes related to services provided through the website https://tilda.16-web.com/.
1.2. By placing an order on the website or agreeing to the provision of services through correspondence, the Client confirms that they have read, understood, and agreed to this Refund Policy.
1.3. The Contractor provides services in the field of web development, design, website improvement, and website support in accordance with the scope of work agreed upon by the parties.

2. General Refund Terms
2.1. Since website creation, design, development, programming, setup, and improvement services are individual in nature and performed according to the Client’s specific request, refunds are made taking into account the actual scope of work performed.
2.2. Funds paid for services already provided, completed stages of work, approved layouts, developed design, software code, settings, consultations, and other actually performed actions are non-refundable.
2.3. If, at the time of the Client’s request, part of the work has not yet been completed, the possibility of a refund shall be considered individually, minus the cost of the work actually performed and the expenses incurred by the Contractor.
2.4. If the Contractor has not yet started performing the order and the Client requests cancellation, a refund may be made minus payment system fees, bank fees, and other actual expenses, if any.

3. Order Cancellation
3.1. The Client has the right to request cancellation of the order before the work begins or at any stage of its performance.
3.2. In case of cancellation after the provision of services has started, the Contractor has the right to retain an amount proportional to the actual scope of work performed.
3.3. In the case of stage-by-stage performance, each stage agreed upon and/or delivered to the Client shall be considered a separately provided part of the services and shall be payable.
3.4. If the Client refuses to continue the work after the project has started, the Contractor is not obliged to refund payment for already completed stages, even if the project as a whole has not been completed.

4. Cases Where Refunds Are Not Issued
4.1. Refunds shall not be issued in the following cases:

• the services or part of them have already been actually provided;
• the Client has been provided with the result of the work, an intermediate stage, a layout, design, code, structure, technical solution, or access to the result;
• the work has been performed in accordance with the agreed technical specification or other agreed scope of work;
• delay, suspension, or inability to complete the project has arisen due to the Client’s fault, including failure to provide materials, access credentials, approvals, or feedback;
• the Client refused the project for reasons not related to the Contractor’s breach of obligations;
• the Client changed the initial requirements, concept, structure, functionality, or scope of work after the start of order performance.

5. Cases Where Refunds May Be Issued
5.1. A refund may be issued if:

• the Contractor has not started performing the work;
• the Contractor has not provided any result of the work within the agreed period without valid reasons;
• the parties have agreed in writing on a partial or full refund.

5.2. If a refund decision is made, the refund amount shall be determined by the Contractor taking into account:

• the actual scope of work performed;
• consultations already provided;
• working time spent;
• materials created;
• technical settings made;
• bank fees, payment system fees, and other actual expenses.

6. Procedure for Submitting a Refund Request
6.1. To request a refund, the Client must send a request to the Contractor’s email address: mari7em@gmail.com.
6.2. The request must include:

• the surname, first name, or company name of the Client;
• the order number, contract number, or other identifying details;
• the date of payment;
• the payment amount;
• the reason for the request;
• contact details for feedback;
• if necessary, documents or materials confirming the circumstances of the request.

6.3. The request shall be reviewed by the Contractor within a reasonable time, but generally no later than 15 (fifteen) business days from the date of receipt of all necessary information.

7. Refund Procedure
7.1. If a refund is approved, it shall be made using the same payment method by which the payment was made, unless otherwise agreed separately by the parties or required by the rules of the payment system or the bank.
7.2. The actual time for crediting the funds depends on the bank, the payment system, and the internal procedures of financial institutions.
7.3. The Contractor shall not be liable for the time required for the funds to be credited if the delay depends on the bank, WayForPay, or other financial intermediaries after the refund has been initiated.

8. Dispute Resolution
8.1. All disputes related to refunds shall be resolved by the parties through negotiations and exchange of written explanations whenever possible.
8.2. If no agreement is reached, the dispute shall be resolved in accordance with the applicable laws of Ukraine.

9. Contact Details
Name: FOP Patrusheva Mariia Serhiivna
EDRPOU / Tax ID: 3181809740
Registered Address / Actual Address: Ukraine, 65110, Odesa Region, Ovidiopol District, Avanhard, Torhova Street, Building 1, Apartment 10
Phone: +38 (095) 386-67-76
E-mail: mari7em@gmail.com