Draft — have this reviewed by a lawyer before publishing. This policy explains what happens if you cancel a project or a monthly plan with Timis Digital d.o.o., and when a refund is due. It applies together with our Terms & Conditions.
1. Fixed-price projects
- Before work has started: cancel in writing within 7 days of paying the deposit and we refund the deposit in full, minus any third-party costs already incurred on your behalf (domains, licences, stock media).
- After work has started: you may cancel at any time in writing. You pay for the work completed up to the cancellation date, calculated pro rata against the project phases or at our hourly rate, whichever is lower. Any part of the deposit exceeding that amount is refunded within 14 days; any shortfall is invoiced.
- After a phase has been approved: approved phases (for example a signed-off design) are considered delivered and are not refundable.
- After launch: delivered and launched projects are not refundable. Defects in our work reported within 30 days of launch are fixed free of charge under our warranty.
2. If we cancel
If we have to cancel a project for reasons on our side, we refund all payments for work that has not been delivered, in full, within 14 days, and hand over all completed work you have paid for.
3. Monthly care plans and subscriptions
- Plans are billed monthly in advance and can be cancelled by either party with 30 days’ written notice (email to igor@timis.digital is sufficient). The plan ends at the end of the notice period; no refund is due for the current month.
- Plans with a minimum term (for example the static site subscription, minimum 12 months) can be cancelled with 30 days’ notice at the earliest to the end of the minimum term. Early termination requires payment of the remaining months.
- On cancellation of hosting, we provide a full export of your site and data within the notice period. After the plan ends we keep a backup for 30 days, then delete it.
- Unused monthly hours do not roll over and are not refunded.
4. Hourly work
Hourly work is invoiced for time actually spent and is not refundable once performed. You can stop hourly work at any time with written notice; only time spent up to that point is billed.
5. Third-party costs
Domains, hosting purchased on your behalf, software licences, app-store developer fees, stock media and similar costs are paid to third parties and are non-refundable.
6. Card payments and chargebacks
Refunds for payments made by card are returned to the same card, usually within 5–10 business days depending on your bank. If you have a problem with an invoice, please contact us first — we resolve almost everything within a few days and it avoids a chargeback process that is slower for both of us.
7. How to cancel or request a refund
Email igor@timis.digital from the address on your proposal, with the project or plan name. We confirm receipt within one business day and settle refunds within 14 days of confirming the amount.
8. Consumers
Our services are aimed at businesses. If you buy as a consumer within the EU, you have a 14-day right of withdrawal under Directive 2011/83/EU, unless you asked us to start the work within that period and acknowledged that you lose the right of withdrawal once the service is fully performed. Mandatory consumer rules of your country of residence are not affected by this policy.