This policy explains how Digital License OÜ, trading as IT Solution Plus, handles cancellations, refund requests, service concerns and payment disputes for custom projects, standard service packages and digital content.

1. Our project refund rule

“Work starts” when we begin performing the agreed service after the order or quotation is accepted and any required authorization to begin has been given. Administrative review of an enquiry before contract formation does not count as project work.

Because our custom services are priced by project rather than by the hour, the completed and undelivered portions are assessed using the agreed deliverables, milestones, dependencies, work product and reasonable value allocation in the quotation or package—not simply time spent.

2. Standard service packages

The same rule applies to a package bought through the store: a full refund before work begins, and after work begins a refund of the undelivered portion. If a package has been fully and properly delivered, there is no contractual change-of-mind refund beyond any applicable statutory right.

If an order cannot be accepted or delivered by us, we will offer an appropriate alternative or refund the affected undelivered amount.

3. Consumer right of withdrawal

A consumer who concludes a service contract online or by another distance method normally has 14 days from conclusion of the contract to withdraw without giving a reason. A clear withdrawal statement must be sent before the deadline to info@itsolutionplus.net.

If a consumer expressly requests that a service begin during the withdrawal period and then withdraws before completion, we may deduct a proportionate amount for the service supplied up to withdrawal where permitted by law. The right may be lost once the service is fully performed if the legally required prior express consent and acknowledgment were obtained.

Refunds due following a valid statutory withdrawal will be made without undue delay and no later than the applicable legal deadline, normally 14 days after we receive the withdrawal notice for a service contract.

4. Digital content

Where digital content is supplied immediately and is not provided on a tangible medium, the consumer’s 14-day withdrawal right is lost when performance begins only if the consumer first expressly consents to immediate performance and acknowledges the resulting loss of the right.

This exception does not remove remedies where digital content is not supplied, is faulty, is materially misdescribed or otherwise fails to conform to the contract.

5. Service problems and non-conformity

If you believe a service or deliverable does not match the agreed scope, contact us promptly with the order or invoice number, a description of the issue and supporting information. We will investigate and, depending on the facts and applicable law, may:

• correct the issue or repeat the affected performance;
• provide the missing agreed deliverable;
• agree a reasonable price reduction;
• refund the affected portion; or
• terminate and refund where the law or seriousness of the issue requires it.

Nothing here shortens any mandatory consumer claim period.

6. Duplicate, incorrect or unauthorized charges

Contact us promptly if you see a duplicate or incorrect charge. Once verified, we will refund the incorrect amount in full. If you believe a payment was unauthorized, notify your bank or payment provider immediately as well as contacting us; those providers may have separate security procedures and deadlines.

7. How to request a cancellation or refund

Email info@itsolutionplus.net with:

• your full name and contact email;
• the order, quotation or invoice reference;
• the service or package concerned;
• whether you are requesting withdrawal, cancellation or a remedy for a service issue; and
• a concise description and the resolution requested.

Do not include passwords, private keys or full payment-card details. We normally acknowledge a request within two business days. We respond to a formal consumer complaint within 15 days.

8. Refund method and timing

Approved refunds are issued to the original payment method unless another method is legally required or expressly agreed. We aim to issue an approved refund within 5–10 business days and always within any shorter or otherwise applicable statutory deadline. A bank or payment provider may need additional time to display the credit.

We refund the amount actually due under the contract. Differences caused solely by currency conversion or independent bank fees are controlled by the relevant financial provider unless applicable law requires otherwise.

9. Payment disputes and chargebacks

Please contact us first where practical; this often allows an order or billing issue to be resolved faster. This request does not restrict any right to contact your bank, card issuer, payment provider, consumer authority or court. We may provide the payment provider with relevant order, authorization, communication and delivery records when responding to a dispute.

10. Escalating a consumer complaint

If we cannot resolve a complaint directly, an Estonia-resident consumer may apply to the Consumer Disputes Committee at the Estonian Consumer Protection and Technical Regulatory Authority, subject to its rules. Consumers elsewhere in the EU/EEA may contact their local European Consumer Centre for cross-border guidance. Court remedies remain available.

11. Contact

Digital License OÜ, Kotkapoja tn 2a-10, 10615 Tallinn, Estonia
Email: info@itsolutionplus.net
Telephone: +372 5551 1792

See also: Terms and Conditions · Service Delivery Policy · Cancellation and Rescheduling Policy