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 (Consumers)

If you are a consumer resident in the European Union, you have the right to withdraw from the contract within 14 days of its conclusion without giving any reason, under Directive 2011/83/EU and Slovak Act No. 102/2014 Coll.

• If work has not started, you receive a full refund.
• If, at checkout, you expressly requested that performance begin before the end of the 14-day period and acknowledged that you lose the right of withdrawal once the service is fully performed, that right ceases upon full performance. This confirmation is recorded with your order, together with its date.
• If you withdraw while the work is still in progress, you owe an amount proportionate to the work performed up to the moment you informed us, and the remainder is refunded.

To withdraw, send an unequivocal statement with your name and order number to [email protected]. Refunds are made to the original payment method without undue delay and no later than 14 days after we are informed.

2.3 Deliverables Already Performed

Once a service has been fully performed and the deliverables handed over, the price of the performed work is not refundable, subject to section 2.1 above and to your statutory rights where the service does not conform to what was agreed. This concerns in particular:

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

2.4 Payment Disputes and Chargebacks

If you believe a charge is incorrect or the service was not delivered as agreed, we ask you to contact us first at [email protected] so that we can resolve the matter directly — in most cases this is the fastest route.

This is a request and not a condition of purchase. You retain in full your right to contact your bank or card issuer and to use the dispute and chargeback procedures available to you under the card scheme rules and applicable law. We do not require, and never ask for, any waiver of that right. We cooperate with issuers and acquirers in such procedures and provide the order, correspondence and delivery records on request.

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