Refund policy

1. General rule

This Refund policy sets out the refund terms for services ordered through the Platform (website development, hosting, subscriptions and other digital services).

2. Unpaid orders

While an order is in the "Awaiting payment" status — that is, before payment has been made — the user can cancel it at any time. No refund is needed in this case, as nothing has been charged.

3. Paid orders

Once an order has been paid and work on it has started (in the "awaiting confirmation", "in progress", "active" or "completed" statuses), the amount paid is, as a rule, not refunded, because resources have already been spent on providing the service at that stage.

However, if the Company is unable to provide the service, cancels the order itself, or in other justified cases, the Company may at its discretion make a full or partial refund. In such cases:

• only the amount paid from the main balance (with real funds) is refunded;
• any amount paid from the bonus balance is not refunded, as it is an incentive rather than money (see Bonus terms).

4. Requesting a refund

Refund requests must be sent through the support (ticket) section of the client portal, stating the order number. The Company reviews the request and decides taking into account the order status, the amount of work done and third-party costs (for example, a domain or hosting already purchased).

5. Refund timing

An approved refund is added immediately to the user's main balance on the Platform; a refund directly to the original payment method is usually made within 3–14 business days, depending on the payment provider's technical capabilities.

6. Exceptions

Amounts paid for already-activated services from third-party providers (domain registration, SSL certificates, licences and so on) are subject to those providers' own rules, so they may be deducted from the refund or only partially refunded.

Last updated: 10.09.2026