1. Scope
This Policy applies to paid professional services, digital materials, and educational services supplied by MKODE SOLUTION S.R.L. through a contract, proposal, invoice, order form, or payment link.
It should be read together with our Terms & Conditions and any customer-specific agreement. Mandatory consumer rights always prevail over conflicting provisions.
2. Business customers
Purchases made for a trade, business, or professional purpose do not benefit from the statutory consumer withdrawal right. Cancellation, rescheduling, acceptance, and refund terms for business customers are those stated in the applicable proposal or contract.
If no specific term is agreed, fees for work already performed and non-recoverable costs remain payable. Any additional refund is considered reasonably and in good faith based on the circumstances.
3. Consumer right of withdrawal
If you purchase as a consumer at a distance, you generally have 14 days from conclusion of the service contract to withdraw without giving a reason, unless a lawful exception applies.
To exercise this right, send an unambiguous withdrawal request to contact@mkodesolution.com before the 14-day period expires. You may use the request details listed below, but no special form is required.
4. Services started during the withdrawal period
If you expressly ask us to begin a service during the 14-day withdrawal period and later withdraw before completion, you must pay an amount proportionate to the service supplied up to the time of withdrawal.
Where a service has been fully performed during that period, the withdrawal right may be lost only if performance began with your prior express consent and your acknowledgement that the right would be lost once the service was fully performed.
5. Digital content
For digital content not supplied on a tangible medium, the withdrawal right may be lost once access, download, or other performance begins, but only where you gave prior express consent to immediate performance, acknowledged the loss of the withdrawal right, and received the legally required confirmation.
If these conditions are not met, your mandatory consumer rights remain unaffected.
6. Cancellations outside the statutory right
After an applicable withdrawal period has ended, properly supplied services or accessible digital content are not refundable merely because you changed your mind. We may still agree to a cancellation, credit, rescheduling, or partial refund in writing, taking into account work completed, reserved time, access already provided, and non-recoverable costs.
7. Non-conforming or unavailable supply
If a paid service or digital item is not supplied as agreed, is materially non-conforming, or cannot be provided, contact us promptly. We will investigate and, as appropriate, correct the issue, re-perform the service, provide access, reduce the price, or issue a partial or full refund in accordance with the agreement and applicable law.
If we cancel before performance for reasons not caused by you, amounts paid for the cancelled part will be refunded.
8. How to request cancellation or a refund
Email contact@mkodesolution.com and include enough information to identify the purchase. Do not send full card details or card security codes.
- Your full name and the email address used for the purchase.
- Company name, if relevant.
- Date, amount, currency, and payment or invoice reference.
- The service or digital content concerned.
- A clear statement that you wish to withdraw, cancel, or request a refund, with a short explanation where relevant.
9. Refund method and timing
Where a valid statutory withdrawal applies, we will make the required reimbursement without undue delay and no later than 14 days after being informed of the withdrawal. Refunds are normally sent to the original payment method unless another method is expressly agreed.
Once we initiate a refund, your bank or payment provider may need additional processing time before the amount appears. We will confirm the outcome or request any information reasonably needed to assess the request.
10. Rescheduling and missed sessions
Rules for scheduled consulting, training, workshops, or other live sessions are stated in the relevant offer. Please request a change as early as possible. A missed session or late cancellation may be treated as delivered where this was clearly agreed in advance, subject to mandatory consumer law.
11. Payment disputes
Please contact us before opening a payment dispute so that we can investigate the transaction and try to resolve the issue quickly. This request does not limit your legal rights or your right to contact your card issuer.