This policy explains how a customer may cancel a project or reschedule an agreed call, consultation or service appointment with Digital License OÜ, trading as IT Solution Plus.

1. How to send a request

Email info@itsolutionplus.net with your name, order or invoice reference, the affected project or appointment, and whether you want to cancel or reschedule. A request takes effect when we receive a clear notice. Please do not send passwords or payment-card details.

2. Cancelling a project or service

“Work starts” when we begin performing the accepted package or project after any required authorization to begin has been provided. For project-priced work, the delivered and undelivered portions are assessed using scope, milestones, outputs, dependencies and reasonable value allocation—not simply hours.

Already purchased third-party items or other non-cancellable commitments are chargeable only where they were part of the agreed scope and their treatment is lawful. Mandatory consumer rights take priority.

3. Rescheduling an appointment

A customer may reschedule one agreed call, consultation or scheduled service appointment without a rescheduling charge by giving at least 24 hours’ notice before its scheduled start.

• The new time is subject to mutual availability.
• A request received with less than 24 hours’ notice, a missed appointment, or a second rescheduling request will be reviewed reasonably in light of work already completed, reserved resources and the project terms.
• We will not automatically treat the whole project price as forfeited solely because an appointment is missed. Any amount retained must relate to delivered work, an agreed reservation term or a loss lawfully recoverable in the circumstances.

4. Consumer withdrawal from a distance contract

A consumer who enters a service contract online or by another distance method normally has 14 days from contract conclusion to withdraw without giving a reason. The notice must be sent before the period expires.

If the consumer expressly requests an early start and withdraws after performance begins but before it is complete, a proportionate amount may be payable for what was supplied up to withdrawal. The right may be lost after full performance only where the legally required prior express consent and acknowledgment were given.

For digital content supplied immediately without a tangible medium, the withdrawal right is lost when performance begins only after the legally required express consent and acknowledgment. Statutory remedies for non-delivery or non-conformity remain available.

5. Cancellation or rescheduling by us

If we need to reschedule an appointment, we will offer a reasonable alternative. If no reasonable alternative can be agreed, the customer may cancel the affected undelivered service for a refund.

We may cancel or pause work if the service would be unlawful or unsafe, authorization is missing, required information or payment is not provided, the request falls materially outside the agreed scope, or events outside our reasonable control prevent delivery. We will explain the practical effect and refund any amount due for the undelivered portion.

6. Scope changes are not automatically cancellations

If a customer changes the required outcome, platform, technical assumptions or deliverables, we will assess whether the existing project can be changed. Any effect on price or timing must be accepted in writing before additional chargeable work begins. If no change is agreed, either party may use the cancellation rules above.

7. Refund processing

Approved refunds are returned to the original payment method unless otherwise required or agreed. We aim to issue an approved refund within 5–10 business days and always within any applicable statutory deadline. See the Refund and Dispute Policy for further details.

8. Contact

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

Business days are Monday to Friday, excluding Estonian public holidays.