Refund and Withdrawal Policy
When you get your money back, and how the digital-content rule works.
How delivery works
We start processing after we have confirmed your order by email. Once the report is built, a private link goes to the address you gave us, and the report stays available for 90 days. Because it is digital content prepared for one named plot, delivery is effectively immediate once processing finishes.
Right of withdrawal
As a consumer you may withdraw from the contract within 14 days of the day it was concluded, without giving a reason. An email to support@kandyb-studio.eu is enough. The right of withdrawal ends once the report has been produced, provided you expressly asked us to start before the withdrawal period expired and acknowledged that you lose the right at that point. We obtain both statements in the order confirmation. The legal basis is Article 16(m) of Directive 2011/83/EU, and section 356(5) BGB for buyers in Germany.
When we refund in full
- You withdraw before the report has been produced.
- You were billed but no report was produced at all.
- The public sources fail far enough that no usable report can be produced.
You do not have to chase us in the third case: when a report cannot be delivered, the payment is flagged for a refund on our side. Refunds go back through the same payment method, unless we agree otherwise, and we charge nothing for making them.
When we do not refund
After a report has been delivered we do not refund it, for the reason set out above. A report that correctly reports the available data, including the gaps in that data, is a delivered report: an empty field in a public register is a finding, not a defect in our processing. This does not affect your statutory rights where the service was faulty.
How to ask
Email support@kandyb-studio.eu with your report number and a short description. We answer billing questions within a few working days. Complaints that we cannot settle can be taken to the European Consumer Centre in your country; the provider's home authority is Poland's Office of Competition and Consumer Protection (UOKiK).