1. General Procedure
Payments on the website are for services rather than goods. The Client may withdraw from performance of the contract before the services are fully provided by sending notice to the Service Provider.
No penalty or separate cancellation fee is charged. The calculation takes account only of documented expenses actually incurred in connection with the specific order before receipt of the cancellation notice.
2. How to Send a Cancellation Notice or Refund Application
A cancellation notice should be sent to zapros@complex.spb.ru. A refund application should be sent to zapros@complex.spb.ru or to the Service Provider's postal address.
In your inquiry, specify:
- the Client's full name or company name;
- the number and date of the Order Invoice;
- the payment date and amount;
- the reason for the inquiry;
- contact details;
- refund details, if they need to be provided.
3. Calculation of the Amount
The calculation takes account only of documented expenses directly related to the specific order and the nature of the agreed service. Depending on the assignment, these may include expenses for travel and delivery of materials, services of engaged specialists, necessary examinations and tests, rental of the equipment used and consumables. Such costs are taken into account only if they were actually incurred in fulfilling this order; the listing of possible expenses does not mean they necessarily arise for every service.
The unused portion of the payment is refunded to the Client. If documented expenses exceed the amount paid, the Service Provider sends a calculation and supporting documents.
4. Refund Method and Timeframe
Refunds are made by the same method used for payment, unless another permitted method is agreed by the Parties or required by the rules of the bank or payment system.
The refund timeframe is determined by applicable legislation, the payment method and the transaction processing times of the bank or payment system. The Service Provider informs the Client of the decision made and, in the event of a refund, of the transfer of funds.
5. If the Service Has Already Been Provided
After the service has been fully provided, the full price is not refunded solely because of disagreement with the findings of the Report. If specific deficiencies exist, the Client may send a reasoned complaint to zapros@complex.spb.ru.
Typographical, arithmetic and other obvious technical errors made by the Service Provider are corrected at no additional charge.