Refund and cancellation policy

This policy explains when IE Vasyl Sirenko (Individual Entrepreneur) (Tax ID 322960649, Georgia) refunds payments or handles cancellation of web development and IT services ordered through Sirenko studio.

Services are provided under a written Order (proposal, invoice) and the Public Offer (https://sirenko.studio/en/documents/public-offer/). Early termination is also covered in Offer Section 18; this page is a practical guide for Clients.

1. General principles

1.1. Whether a refund applies depends on the project stage when you cancel and whether paid work has already been delivered and accepted.

1.2. We do not sell “off-the-shelf goods” — these are custom services. After delivery and acceptance of a stage, payment for that stage is generally non-refundable (Sections 2–3).

1.3. For clients in the EU, mandatory consumer protection rules apply where they cannot be limited by contract.

2. Payment by stages

2.1. Payment is by stage: stage completed → invoice → payment → next stage. There is no mandatory upfront payment unless agreed in the Order (Offer, Section 6).

2.2. If the Client cancels a paid stage before work on that stage starts — full refund of the amount for that stage.

2.3. If work on the stage has already started — partial refund proportional to the unfinished part; the Contractor determines the amount in good faith with a brief explanation.

2.4. If the stage is completed and delivered (or deemed accepted under the Offer, Section 9.3) — payment for that stage is not refunded.

2.5. Stages not yet started: if funds were already received — refund within 14 business days after written cancellation (Offer, Sections 18.3–18.4).

3. Final stage

3.1. The final stage is paid on the same basis as other stages — after delivery or on the schedule agreed in the Order.

3.2. After acceptance of the final stage (explicitly or by silence — if there are no reasoned objections within 5 business days, Offer Section 9.3), payment for that stage is non-refundable.

3.3. If payment for the final stage was received but delivery is not yet accepted — disputes are handled under Section 8 below and the Offer (Section 9).

4. Warranty period

4.1. 30 days after acceptance of delivery — warranty to fix defects within the agreed scope (Offer, Section 13).

4.2. Warranty work means fixing errors at no extra charge, not a cash refund, where the Contractor caused the defect within the Order.

4.3. Design changes, new features, or content tweaks after delivery — scope change (Offer Section 5, Terms Section 5), not warranty.

5. Non-refundable costs

The following are not refunded (regardless of cancellation timing):

— domains, hosting, stock photos, premium plugins, SaaS subscriptions and other third-party services paid on the Client’s request;

— stages already delivered and accepted;

— paid upfront consultations and discovery, if they were a separate line in the Order;

— rush fees if agreed in writing.

6. How to request a refund

Send an email:

— to [email protected]

— subject: “Refund request — [your name] — [project name]”

— include: reason for cancellation, invoice number, amount paid, and payment date.

We reply with an assessment and refund amount (if applicable) within 3 business days.

7. Processing refunds

7.1. Approved refunds — within 14 business days from the date the amount is agreed.

7.2. Refund via the same channel as payment (bank transfer or Wise) where technically possible.

7.3. Bank fees and currency conversion on refund — borne by the Client unless agreed otherwise in writing.

8. Dispute resolution

8.1. If the result does not match the agreed Order — contact [email protected] with a description and reference to the proposal/invoice.

8.2. Review within 5 business days. If the claim is within scope — correction under warranty (Section 4), not an automatic refund.

8.3. Negotiation — up to 30 calendar days. If no agreement — courts of Tbilisi, Georgia, subject to mandatory rules for EU consumers (Offer, Section 19).

8.4. Payment details — https://sirenko.studio/en/documents/payment/

9. Contact

IE Vasyl Sirenko · Tax ID 322960649 · Georgia

Refunds and billing: [email protected] General enquiries: [email protected]