1. Scope
This policy applies to all services offered by KernByte Solutions SIA, including fixed-price packages (Basic Website, Business Website, Corporate Custom) and custom engagements defined through a statement of work (SOW).
2. Nature of Our Services
Because our services are highly customized and require meaningful allocation of engineering time from the moment work begins, refund eligibility depends on the stage of the project.
3. Deposit & Cancellation Before Work Starts
- If you cancel in writing within 48 hours of paying the initial deposit and before any work has begun, you are entitled to a full refund of the deposit.
- After 48 hours but before kickoff, deposits are refundable minus a 10% administrative fee.
4. Cancellation After Work Has Started
- Once work has started, deposits are non-refundable for the portion of work already completed.
- The Client pays for all completed milestones up to the cancellation date; the remaining balance is not charged.
- Delivered assets for paid milestones remain owned by the Client.
5. Delivery Acceptance
- Each deliverable is subject to a review period of 7 calendar days.
- If the Client does not raise written objections within 7 days, the deliverable is considered accepted.
- Reasonable revisions within the original scope are included at no additional cost.
- Work outside the original scope is handled through a change request.
6. Refund Eligibility
Refunds may be considered in the following cases:
- The Company fails to deliver services as defined in the SOW within 30 days of the agreed deadline and the failure is not caused by the Client.
- A fundamental defect in the deliverable cannot be resolved within a reasonable time.
- Both parties mutually agree in writing to terminate the engagement.
7. Non-Refundable Situations
- Change of mind after work has begun.
- Delays caused by the Client (late feedback, missing assets, unapproved scope).
- Third-party service costs already incurred (hosting, domains, licenses).
- Completed and accepted milestones.
8. How to Request a Refund
To request a refund, send a written email to Office@kernbytesolutions.com including the project name, invoice number, payment date and reason for the request. We will respond with a decision within 10 business days.
9. Refund Processing
Approved refunds are issued via SEPA bank transfer to the original payment source within 14 business days of approval. The Client is responsible for providing valid bank details.
10. Dispute Resolution
We prefer to resolve disputes amicably. If you are dissatisfied with a refund decision, you may escalate the matter in writing to our director, Vladislavs Jermakovics. As an EU consumer, you also have access to the online dispute resolution platform at ec.europa.eu/consumers/odr.