Refund Policy

1. General Principle

Because our services involve professional time and expertise that cannot be recovered once delivered, refunds are not automatically available once work has commenced. We encourage clients to raise concerns early so issues can be resolved before escalating to a refund request.

2. Eligibility for a Refund

A refund may be issued in the following circumstances:

• Service not started: Full refund of any payment made, minus applicable transaction fees.
• Partial delivery: If we are unable to deliver a material portion of agreed services due to reasons within our control, a proportional refund will be issued.
• Billing error: If you were charged incorrectly, we will correct the error and refund the overcharged amount in full.
• Cancellation by SOLVERS LTD: If we cancel the engagement without cause, any prepaid amounts for undelivered services will be refunded in full.

3. Non-Refundable Situations

Refunds will not be issued in the following cases:

• Services have been fully delivered as agreed
• The client provided incorrect or incomplete financial information affecting the outcome
• The client decided to discontinue after work has begun
• Delays caused by the client failing to provide required documents or access
• Monthly retainer fees covering periods during which services were available

4. How to Request a Refund

To submit a refund request, email us at anastasiia.chaban@yahoo.com with:

• Your full name and company name
• Invoice number or payment reference
• Date of payment
• Reason for the refund request

We will acknowledge within 3 business days and provide a decision within 10 business days.

5. Refund Processing

Approved refunds are returned to the original payment method. Processing times:

• Bank transfers: 3–7 business days
• Card payments via Stripe: 5–10 business days

We will confirm once the refund has been initiated on our end.

6. Disputes

If you disagree with our decision, you may appeal in writing to anastasiia.chaban@yahoo.com. Appeals are reviewed within 10 business days. Unresolved disputes are governed by Bulgarian law and subject to the courts of Sofia. For Stripe payments, you may also use Stripe's dispute resolution process.

7. Consumer Rights

If you are an EU consumer, you may have additional rights under Directive 2011/83/EU. Where the right of withdrawal applies, we will inform you at the time of engagement.