Refund Policy

1. 14-day right of withdrawal (consumers)

If you are a consumer residing in the EU or UK, you have the right to withdraw from a contract concluded at distance with us within 14 days without giving any reason, as provided by Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013. The withdrawal period expires 14 days after the day the contract is concluded.

2. How to exercise your right of withdrawal

To exercise the right of withdrawal, send a clear statement of your decision to martac.ei@inbox.eu or by post to Bischoffring 8/2, 07627 Lohmar, Germany. You may use the model withdrawal form below; it is not mandatory.

Model withdrawal form — "I/We hereby give notice that I/we withdraw from my/our contract for the supply of the following service: [describe], ordered on [date], name of consumer, address of consumer, signature, date."

3. Effects of withdrawal

We will refund all payments received from you, without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw. We will use the same means of payment you used for the initial transaction, and you will not incur any fees as a result of the refund.

4. Services started during the withdrawal period

If you asked us to begin performing the service during the withdrawal period, you must pay an amount proportional to what has been provided up to the moment you communicated your withdrawal. You lose the right of withdrawal once the service has been fully performed, provided performance began with your express prior consent and your acknowledgement of losing this right.

5. Recurring plans (Maintenance & Security)

• You may cancel a monthly plan at any time, effective at the end of the current billing month.
• Already paid months are non-refundable, except where required by mandatory consumer law.
• If we materially fail to deliver the service, we will issue a pro-rata refund for the affected period.

6. Custom project work

For custom projects, refund rights apply as follows:

• Before kickoff: full refund of any deposit.
• During discovery / design: refund of any amount above work already performed (calculated at our standard rate).
• After delivery and acceptance: payments are non-refundable, except in case of proven defects we fail to remedy within a reasonable cure period.

7. Statutory rights

Nothing in this policy affects your statutory rights as a consumer under EU law or, where applicable, the UK Consumer Rights Act 2015 (services must be performed with reasonable care and skill, within a reasonable time, and as described).

8. Online dispute resolution

EU consumers can use the European Commission's ODR platform: ec.europa.eu/consumers/odr. We are not obliged and do not commit to participate in alternative dispute resolution before a consumer arbitration board.

9. Contact

Questions about refunds? Email martac.ei@inbox.eu or call +49 157 78485973.