Cancellation & Refund Policy

01

Business and consumer engagements

Raketa Labs serves businesses and individual clients. The statutory consumer provisions below apply when you contract for purposes outside your trade, business, craft, or profession. Business cancellations follow the project agreement and applicable law.

This policy concerns Raketa Labs project services. MeetBridge and UserTourly subscriptions have separate product terms. Sending an inquiry through this website does not itself place an order.

02

Your consumer withdrawal period

For a consumer service contract concluded at a distance or away from business premises, you normally have 14 days after the contract is concluded to withdraw without giving a reason, subject to statutory exceptions. Any longer period required by applicable law takes priority.

If the required withdrawal information is not supplied, the period is extended as provided by law. Withdrawal is distinct from your remedies if the service is defective or does not conform to the contract.

03

How to exercise withdrawal

Send a clear statement of your decision to withdraw to tech@raketalabs.com, or to the postal address specified in your contract once our registered address is confirmed. Identify yourself and the relevant service or contract. You do not have to give a reason or use the model form.

Sending the statement before the applicable deadline is sufficient. Keep evidence of sending it. Opening an email draft does not send a withdrawal notification.

04

If you ask us to start early

Starting a paid service during the withdrawal period requires your express request. If you later withdraw while work is incomplete, you may owe only a lawful amount proportionate to the service provided until notification, based on the agreed total price, or its market value if that price is excessive.

You do not bear that service cost where the required withdrawal and cost information was not provided or you did not expressly request early performance. Loss of the withdrawal right after full performance requires your prior express consent and acknowledgment that full performance ends the right.

For paid digital content supplied without a physical medium, loss of the right when supply starts requires the separate statutory conditions: prior express consent, acknowledgment of the loss, and the required contract confirmation. These exceptions do not automatically apply to every software or design project.

05

Refunds following valid withdrawal

Following valid statutory withdrawal, we reimburse payments without undue delay and within 14 days after being informed, subject only to lawful amounts for a service you expressly requested during the withdrawal period.

We use the original payment method unless you expressly agree otherwise. The reimbursement carries no refund fee. An advance payment is not automatically non-refundable.

06

Other cancellations and remedies

Outside a statutory withdrawal right, cancellation, termination, completed work, and unused advance payments are handled under the agreed project terms and applicable law. Business cancellation terms do not displace mandatory consumer protections.

Nothing here restricts a remedy for breach of contract or non-conforming services or digital content. Contact us to describe the problem and the relevant engagement.

07

Model withdrawal form

You may copy and complete this model, or send any other clear withdrawal statement. The registered trader name and geographic address must be inserted in the contract-specific form before a consumer agreement is concluded. Those company details are currently awaiting confirmation.

To: Raketa Labs — registered legal name awaiting confirmation
Geographic address: To be completed before contracting
Email: tech@raketalabs.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service:
[Service description]
Ordered on / contract concluded on: [Date]
Name of consumer(s): [Name]
Address of consumer(s): [Address]
Signature of consumer(s): [Only if this form is notified on paper]
Date: [Date]

(*) Delete as appropriate.

08

Complaints and dispute resolution

Send a complaint about a Raketa Labs engagement to tech@raketalabs.com. This does not restrict your right to contact a competent consumer authority or court.

The Bulgarian Commission for Consumer Protection (KZP) publishes complaint and conciliation procedures. Eligibility and the relevant procedure depend on the dispute. Information about a competent alternative dispute-resolution body and participation is provided where required by law.