Refund and Cancellation Policy

1.Scope

This policy describes how DANIEL DIOS handles refunds for services ordered against an individual brief: websites, web applications, Telegram bots, AI bots, knowledge bases, advertising, shooting and retainers.

This policy forms part of the Terms of Service. If a specific Quote differs, the Quote applies, but only where it is more favourable to the Client.

2.Three refund regimes and how yours is determined

The rules depend on who is ordering and what is delivered. The Client confirms their regime before payment: the Studio asks directly whether the order is placed as a business or as an individual for personal use. Businesses are asked for a registration or VAT number.

• Regime A, a business order: company, sole proprietor, self-employed person or freelancer. The statutory right of withdrawal does not apply; sections 3–5 of this policy govern.
• Regime B, an order by an individual for personal use, Client based in the EU, EEA, the UK or Switzerland. Sections 6–8 additionally apply.
• Regime C, an order by an individual for personal use, Client based in Georgia. Section 9 additionally applies.

The vast majority of the Studio’s orders are websites and bots for businesses, that is Regime A. If you are ordering as an individual for personal use, say so before payment: it affects your rights.

3.Cancellation before work starts: all regimes

If the Client cancels before work has actually started, the deposit is refunded in full.

Work is deemed to have started at the Studio’s first action on the project after the Quote was confirmed: starting development or design, buying materials and licences, booking a shooting date, launching an ad campaign.

4.Cancellation after work starts: Regime A (business)

• 4.1The unearned part of the deposit is refunded: the deposit minus the value of the work actually performed.
• 4.2Work actually performed is measured by accepted milestones, delivered materials and drafts, and for advertising by days worked and budget spent.
• 4.3The Studio sends the calculation in writing, listing what was done and the amount to be refunded.
• 4.4After the work has been accepted and handed over, no refund is made.
• 4.5The refund is paid within a reasonable time, normally up to 14 calendar days from the date the amount is agreed, using the same method as the original payment.

5.What is not refundable

• Milestones accepted by the Client and results already handed over.
• Costs already paid to third parties: domains, hosting, licences, fonts, stock assets, paid services.
• Ad budget already spent and ad platform fees.
• An on-location shoot once it has taken place, and cancellation of a shoot less than 24 hours before the agreed time.
• Work performed at the Client’s explicit written request beyond the Quote.
• Bank and payment system fees for the transfer and its reversal.

The following are not grounds for a refund: the Client changing plans, changes to the product or market, fewer leads or sales than expected, subjective taste differences where the work matches the Brief, and delays caused by the Client.

6.EU, EEA, UK: right of withdrawal for services

• 6.1A consumer Client may withdraw from the contract within 14 calendar days of its conclusion without giving reasons.
• 6.2If the Client expressly requested that performance begin before those 14 days expire, the right of withdrawal ends once the service has been fully performed.
• 6.3If the Client withdraws before the service is fully performed, they pay a proportionate amount for what has been provided, calculated against the total contract price.
• 6.4To make this work, before starting the Studio obtains two confirmations from a consumer Client: an express request to begin early, and an acknowledgement that the right of withdrawal is lost once the service is fully performed.
• 6.5The confirmations are recorded in an email from [email protected] and kept by the Studio.
• 6.6If the Studio failed to inform the Client about the right of withdrawal or did not obtain that request, the Client bears no cost for the service already provided.

7.EU, EEA, UK: digital content

For digital content not supplied on a tangible medium, templates, ready-made files, a knowledge base, a source archive, the right of withdrawal ends as soon as supply begins, provided three conditions are met at once.

• 7.1The Client gave prior express consent to supply beginning immediately.
• 7.2The Client acknowledged that they thereby lose the right of withdrawal.
• 7.3The Studio confirmed this to the Client on a durable medium, an email from [email protected].

The difference from services matters: for services the right ends after full performance, for digital content it ends as soon as supply starts.

8.EU, EEA, UK: deadlines and form of withdrawal

• 8.1A withdrawal notice is sent to [email protected] in free form or using the model form in section 14. Any unambiguous statement is sufficient.
• 8.2The refund is made within 14 calendar days of receiving the notice, using the same payment method and without any additional charge by the Studio.
• 8.3A proportionate amount for the service already provided is deducted if the Client requested an early start.

9.Georgia: consumer rights

For individual Clients ordering for personal use in Georgia, consumer protection law provides a right to withdraw from a distance contract within 14 calendar days and a refund within 14 calendar days, subject to exceptions, including services fully performed with the consumer’s consent.

The confirmation mechanism is the same as in section 6: an express request to start early and an acknowledgement of the consequences, both recorded by email.

10.If the work does not match the brief

• 10.1The Client sends a list of discrepancies referencing the points of the Brief.
• 10.2The Studio reviews them and, where a discrepancy is confirmed, fixes it free of charge within an agreed period.
• 10.3If a discrepancy cannot be fixed, the parties agree a proportionate price reduction or a refund for the non-conforming part of the work.
• 10.4A subjective taste judgement where the work matches the Brief is not a discrepancy. Those cases are covered by the included revision round and by paid additional rounds.

11.Cancelling retainers and recurring payments

• 11.1Retainers and ad management are paid in advance for a calendar month.
• 11.2You may cancel at any time, by email to [email protected] or by a Telegram message. Cancellation takes effect at the end of the paid month.
• 11.3A month that has been paid for and started is not refunded. Unused hours do not roll over to the next month unless the Quote says otherwise.
• 11.4If the Studio failed to provide the service in a paid month through its own fault, that period is refunded or carried over, at the Client’s choice.
• 11.5There are no silent auto-renewals: an invoice for the next period is issued separately and the Client decides whether to pay it.

12.How to request a refund

Send your request to [email protected] with the subject line “Refund request”. Please include:

• The name and contact details used for the order.
• The payment date, amount and payment method.
• The invoice number or a link to the conversation confirming the Quote.
• The reason for the request and, if it concerns a discrepancy, references to the relevant points of the Brief.
• Refund details, if they differ from the original payment details.

13.Response time and review process

• 13.1The Studio responds to a request within 3 (three) business days of receiving it.
• 13.2The response contains one of three things: confirmation of the refund with amount and timing, a reasoned refusal citing sections of this policy, or a request for missing information.
• 13.3Where a calculation of work performed is needed, it is sent with the response or within 5 business days after it.
• 13.4Requests via Telegram are accepted, but the Studio may ask for them to be duplicated by email for formal handling.

14.Model withdrawal form for consumers

Complete and return this form only if you wish to withdraw from the contract. Using it is optional: any unambiguous statement sent to [email protected] is enough.

To: Danila Manko, Sakartvelo, Akhaltsikhe district, Abi, [email protected] I hereby give notice that I withdraw from the contract for the supply of the following services: ____________________________________________ Ordered on: ____________________ Name of consumer: ____________________ Address of consumer: ____________________ Signature (only if this form is notified on paper): ____________________ Date: ____________________

15.Chargebacks and disputes with the payment platform

• 15.1If you believe a refund was wrongly denied, contact us directly at [email protected] first: it is faster than a bank dispute and is almost always resolved in correspondence.
• 15.2If payment went through an intermediary acting as merchant of record, that provider’s rules additionally apply and, in a dispute, the decision may rest with the provider.
• 15.3If a chargeback is initiated, the Studio provides the bank or platform with the correspondence, the Brief, the Quote and evidence of the work performed.
• 15.4This policy does not limit any rights granted to a consumer by the mandatory law of their country.

16.Changes to this policy and contacts

The current version is always published on this page with an effective date and a last-updated date. A Quote already confirmed is governed by the version in force on the date of confirmation.

Refund questions: [email protected], phone +995 995 508 588, Telegram @golden_dios.