REFUND POLICY

1. Applicability

This policy governs all purchases made directly from Osmoco SRL (“we/us/our”), whether by private consumers (“Consumers”) or by business clients (“Businesses”), for digital services (web development, AI workflows, automation, consulting, SaaS tools, custom packages).

Note:

• Consumers have mandatory EU statutory rights (14-day withdrawal).
• Businesses may only claim refunds as set out below; no statutory cooling-off applies.

2. Consumer (“B2C”) Refunds & Withdrawal Rights

2.1 Statutory 14-Day Withdrawal

Consumers may cancel any service contract within 14 days from the date of payment, without giving any reason, by sending a clear notice (e.g. email to info@osmoco.site).

2.2 Waiver of Withdrawal

If performance of digital services (e.g. access to SaaS, AI model training) begins within the 14-day period, Consumer must give express consent and acknowledge that they lose their right of withdrawal once access is granted. We will not refund services already performed.

2.3 Effect of Valid Withdrawal

We will refund all sums paid, including any standard delivery fees, within 14 days of receipt of the withdrawal notice, using the same payment method.

3. Business (“B2B”) Refunds

3.1 No Statutory Cooling-Off

Business clients acknowledge they are not Consumers under EU law; this policy (and any contract) solely governs refunds.

3.2 Eligible Refunds

• Pre-start Cancellation: Project has not commenced, and cancellation is requested within 48 hours of payment.
• Billing Error: A demonstrable technical or invoicing mistake by Osmoco SRL.
• Milestone Non-Delivery: A milestone deliverable is substantially delayed or undelivered beyond agreed timelines (unless an alternative schedule is agreed in writing).

3.3 Pro-Rata & Milestone Refunds

Any refund is limited to the pro-rata value of unperformed work or undelivered milestones. No refund is due for work already delivered or support already used.

4. How to Request a Refund

Submit your request to info@osmoco.site with:

• Full name (and company name, if B2B)
• Payment reference or invoice number
• Clear description of the reason for refund, referencing the relevant clause above

5. Processing & Timing

• We will acknowledge your request within 2 business days.
• Final review takes up to 10 business days from acknowledgment.
• Approved refunds are processed within 5 business days via the original payment method.
• Osmoco SRL reserves the right to deny requests that fail to meet the eligibility criteria.

6. VAT & Banking Compliance

• All refunds will include any Romanian VAT (19 %) originally charged, where applicable.
• For refunds exceeding €10 000, we may request updated business/client information to satisfy our EU AML obligations before releasing funds.

7. Contact & Disputes

If you have questions or believe a refund request was wrongly denied, please escalate to compliance@osmoco.site. For Consumers, unresolved disputes may be submitted to the EU Online Dispute Resolution platform or local consumer-protection authorities.

By engaging with our services, you acknowledge you have read, understood and agree to this Refund Policy as part of our Terms of Service.