Refund policy

Refund, Withdrawal, and Complaints Policy

Effective date: 14 July 2026.

Consumer withdrawal

If you are an EU consumer, you generally have 14 days to withdraw from an online contract without giving a reason. For services, the period normally begins when the contract is concluded. For goods, it normally begins when you receive the goods. Send an unambiguous withdrawal notice to firemni@gmail.com stating your name, order number, the item or service, and that you are withdrawing.

You may use this model wording: “I hereby withdraw from contract/order [order number] for [item/service], ordered on [date]. Name: [name]. Address: [address]. Date: [date].” A specific form is not required if your statement is clear.

Services started during the withdrawal period

We begin performance during the withdrawal period only where agreed. If you expressly requested early performance and later withdraw, you may be required to pay a proportionate amount for work supplied before withdrawal. The withdrawal right is lost for a fully performed service only where applicable law allows it and after prior express consent and acknowledgement.

Digital content and protected access

For digital content not supplied on a tangible medium, the withdrawal right is lost only if supply has begun after your prior express consent and acknowledgement that the right will be lost. Payment by itself is not that consent. Protected software or workspace access is provisioned separately through Sphere and may remain review-gated.

Refund timing and method

When a withdrawal or refund is valid, we will refund the amount due without undue delay and no later than the period required by applicable law, normally within 14 days after receiving the withdrawal notice. We ordinarily use the same payment method used for the original transaction unless otherwise agreed. For physical goods, if later offered, we may withhold reimbursement until the goods are returned or you provide evidence of return, as permitted by law.

Defects and non-conformity

Your mandatory rights for defective or non-conforming goods, digital content, digital services, and services are separate from the withdrawal right and are not limited by this policy. Contact us promptly with the order reference and details. Depending on the circumstances and applicable law, remedies may include correction, replacement, repeat performance, price reduction, termination, or refund.

Business customers and discretionary cancellations

For customers purchasing wholly in the course of business, statutory consumer withdrawal rights do not apply. Any cancellation or refund rights instead follow the product page, proposal, statement of work, subscription policy, and mandatory law. This does not affect rights for defects or any refund we expressly agree.

Contact

Ocelot Development s.r.o., Roháčova 145/14, Žižkov, 130 00 Praha 3, Czech Republic; firemni@gmail.com; +420 733 154 483.