1. Services Provided
The Provider performs agreed multidisciplinary studies combining several fields of specialist knowledge, analyses objects and documents, and prepares opinions and reviews. The expert team, questions for each field, materials required and form of the joint result are determined by an individual Invoice-Order.
The scope of a particular service, the object, questions, list of materials, result format, price, timeframe and special terms are determined by an individual Order Invoice.
2. How to Place an Order
- The Customer sends a description of the task, available documents and other relevant materials through a channel offered on the website or another agreed communication channel. The materials required depend on the selected service.
- The Service Provider assesses the task and prepares an Order Invoice with a link to the current version of the Public Offer.
- The Client checks the subject matter, questions, price, timeframes and payment procedure.
- The contract is concluded upon receipt of full payment or the partial payment provided for in the Order Invoice, which constitutes acceptance of the Offer.
3. Payment Methods
- by bank card through a secure payment page of a bank or payment operator;
- by bank transfer against an issued invoice or using bank details;
- by another method expressly specified in the Order Invoice and permitted by the legislation of the Russian Federation.
Payment is made in Russian rubles. The payment method, amount and deadline are determined in the Order Invoice. A fiscal receipt or other payment document is sent to the Client in the cases and manner provided for by the legislation of the Russian Federation.
4. Bank Card Payment Procedure
- After the assignment is agreed, the Service Provider sends the Client an Order Invoice and an individual link to a secure payment page.
- Before paying, the Client checks the service name, Order Invoice number, payment amount and payment purpose.
- On the secure payment page, the Client enters their bank card details in the designated fields. Card details should not be sent to the Service Provider by email, in messaging apps or through the contact form.
- If necessary, the card-issuing bank requests additional confirmation of the transaction, including by a one-time code or another method provided for by the bank.
- After the transaction is processed, the payment page reports whether payment was successful or declined. The Client is advised to save the electronic confirmation until a fiscal receipt or other payment document is received.
- The contract is deemed concluded after the payment constituting acceptance of the Offer reaches the Service Provider's account, or after the payment operator confirms such payment, in accordance with the Order Invoice and the Public Offer.
Do not close the payment page until the transaction result appears, and do not use the browser's refresh button while confirming payment.
5. What to Do if There Is a Payment Problem
Payment declined. Check that the entered details are correct, the card is valid, the available balance is sufficient, and the bank's limits and permission for online payments allow the transaction. The card-issuing bank determines the reason for a decline; contact that bank if the payment is declined again.
No money has been debited and no confirmation has been received. The payment is not considered complete. You may try paying again after checking the details or request a new payment link from the Service Provider.
Money has been debited, but no successful payment message or order confirmation has been received. Do not make another payment until the first transaction has been checked. Inform the Service Provider of the Order Invoice number, the date, time and amount of payment, and the last four digits of the card. Do not disclose the full card number, its expiry date, security code or one-time confirmation codes.
Payment made twice. Send an inquiry to zapros@complex.spb.ru with the Order Invoice number and details of the two transactions. After verification, the excess amount received will be refunded in the established manner. The time until the refund is actually credited depends on the card-issuing bank.
The payment page does not open or a technical error has occurred. Check your internet connection, try opening the individual link in an up-to-date browser, or request a new link. For payment matters, call +79657512580 or email zapros@complex.spb.ru.
6. Security of Bank Card Transactions
- Bank card details are entered directly on the secure payment page of the bank or payment operator, rather than on the Service Provider's website.
- The Service Provider does not receive or store the full card number, expiry date, CVC/CVV codes, one-time passwords or other data enabling it to carry out a card transaction independently.
- The card-issuing bank may apply additional cardholder verification, including 3-D Secure technology or another confirmation method.
- The Service Provider may receive only the information necessary to identify and account for a payment: the transaction status, amount, payment identifier and masked payment instrument details.
- Do not disclose your card security code, passwords or one-time codes to anyone. Before entering details, make sure the payment page is open over a secure connection and that there are no browser warnings in the address bar.
- Do not save card details on a public device or pay over untrusted networks. After completing the transaction, close the payment page if other people use the device.
Personal data provided on the website when submitting a request and fulfilling an order is processed in accordance with the Personal Data Processing Policy. The procedure for processing card details on the payment page is determined by the bank or payment operator to which the Client provides that information.
7. Full and Partial Payment
The default is 100 percent advance payment. The Order Invoice may provide for a payment constituting acceptance followed by payment of the remaining price.
A partial payment is credited toward the total price of the service and is not a separate commission, penalty or fee for concluding the contract.
If the balance is payable after notification that the work is ready, the agreed service deliverable is provided after full payment, unless the Invoice-Order specifies otherwise.
8. Fiscal Receipts for Advance Payments
Upon receipt of full or partial advance payment, the Service Provider issues a fiscal receipt in the cases provided for by the legislation of the Russian Federation.
If the Client makes several payments before the services are completed, a fiscal receipt is issued for each payment in the cases provided for by law.
After the services have been completed and the agreed deliverable has been provided to the Customer, the Provider issues a final fiscal receipt crediting the advance payment already made. The final receipt may be issued without any further debit if the services were previously paid for in full.
Fiscal receipts are sent to the email address or subscriber telephone number provided by the Client, or delivered by another method provided for by law.
Where the legislation of the Russian Federation permits cash register equipment not to be used, no fiscal receipt is issued. The Client is provided with an invoice, a certificate of services rendered and other payment documents required by law and the contract.
9. When the Timeframe Begins
The timeframe begins on the next business day after the last of the necessary events has occurred: receipt of the required payment, the object, the complete set of materials, access to the object, and mandatory approvals.
The timeframe may be suspended while awaiting additional materials, access, consent to methods that alter the object, agreed expenses, or removal of other obstacles.
10. Delivery of the Result
The agreed service deliverable is provided electronically and/or on paper in accordance with the Invoice-Order. An electronic copy may be sent by email, through electronic document exchange, secure storage or another agreed channel.
A paper copy of the deliverable and any original documents, media and objects supplied for the order are handed over in person or sent by courier or post as agreed by the Parties. The party responsible for delivery costs is specified in the Invoice-Order.
11. Payment Contacts
Questions about invoices and payment: zapros@complex.spb.ru. General inquiries: zapros@complex.spb.ru. Telephone: +79657512580.
Full Text of the Public Offer · Cancellation and Refund Procedure