Cancellation and complaint instructions

Consumer cancellation

For a consumer distance-service contract, the statutory cancellation period is generally 14 days from conclusion of the contract. You can cancel by sending a clear message to [email protected] with your name, invoice number, service and a statement that you cancel the contract. Mandatory rules in the customer’s country may apply.

Starting earlier

Work normally starts after the cancellation period. If you want the service to start earlier, I request a separate explicit request on a durable medium, for example by email, before work begins. These website terms alone are not that request.

Refunds and complaints

If cancellation is valid before work starts, the refund is handled through the invoicing process. If early work began at your explicit request, mandatory rules on payment for the part performed may apply. For a complaint, send the invoice number, website address, expected result and observed issue. I will confirm receipt and assess whether the matter falls within the agreed scope.

Business customers

For a business-to-business service, the written scope, invoice and service terms apply. The statutory consumer cancellation right is intended for consumers and does not automatically apply to business customers.