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Delivery, cancellation, and refund policy
Our services are digital and tailored to each client, so here is exactly how delivery, the 14-day withdrawal right, cancellations, and refunds work.
1. How delivery works
After your order is confirmed (and the setup fee paid, if you chose online payment), we start implementation: we collect your content and access, configure and tune the agent, then put it live on the agreed channel. The delivery timelines listed per plan run from the moment we have everything needed to start. We keep you updated by email throughout.
2. The 14-day withdrawal right
As a consumer you normally have 14 days to withdraw from a distance contract (OUG 34/2014). Because implementation is custom work that begins right after ordering, at checkout you expressly agree that we start work immediately and that, once the service has been fully delivered (the agent is live), the withdrawal right is lost. If you withdraw before the agent goes live, you owe only the value of the work performed up to that point — the rest of the setup fee is refunded.
3. Cancelling the subscription
The monthly subscription can be cancelled anytime, by email, effective at the end of the current billing month. No cancellation fees, no questions asked. After cancellation the agent is deactivated and, on request, we hand over your data (knowledge base content, conversation exports) within 30 days.
4. Refunds
If a payment was made for an order we decline, the refund is full and automatic. If implementation fails for reasons attributable to us and we cannot fix it within a reasonable agreed period, the setup fee is refunded in full. Refunds go back to the card used for payment, through NETOPIA Payments, typically within 5–10 business days of approval.
5. How to ask for a cancellation or refund
Email us with the order reference (you receive it at checkout and in the confirmation email). We reply within one business day. If you believe we got something wrong, you can also use the ANPC SAL or EU SOL dispute mechanisms linked in the footer.