Effective Date: January 1, 2024
Last Updated: March 1, 2025
Company: Marpeta s.r.o., IČO: 11879246
1. Overview
At Marpeta, we are committed to delivering high-quality consulting and digital services. We understand that circumstances can change, and we have established a fair refund and cancellation policy to protect both our clients and our business.
2. Consultation Sessions
2.1 Cancellation by Client
- More than 48 hours before the session: Full refund or free rescheduling.
- 24–48 hours before the session: 50% refund or free rescheduling to another date within 30 days.
- Less than 24 hours before the session: No refund. Rescheduling may be offered at our discretion.
- No-show: No refund.
2.2 Cancellation by Marpeta
If we need to cancel a session for any reason, you will receive a full refund or the option to reschedule at a time convenient for you.
3. Strategy Packages
3.1 Before Work Begins
If you request cancellation before any work has commenced:
- Full refund, processed within 10 business days.
3.2 After Work Has Begun
If work has already commenced:
- A partial refund may be issued based on the proportion of work not yet completed.
- You will receive all deliverables completed up to the point of cancellation.
- The refund amount will be calculated based on the hours worked and the agreed hourly rate.
4. Implementation Projects
4.1 Milestone-Based Payments
For projects with milestone-based payment structures:
- Payments for completed milestones are non-refundable — you retain all deliverables from those milestones.
- Payments for unstarted milestones will be refunded in full.
- Payments for in-progress milestones will be partially refunded based on the percentage of work completed.
4.2 Early Termination
Either party may terminate a project with 14 days written notice. Upon termination:
- Client receives all work completed to date.
- Payment is adjusted to reflect work completed.
- Any overpayment is refunded within 14 business days.
5. Dissatisfaction
If you are not satisfied with our services:
- Please contact us within 7 days of service delivery at hello@marpeta.eu.
- We will review your concerns and work to resolve them, which may include additional revisions at no extra cost.
- If we cannot resolve the issue to your satisfaction, we will assess a partial or full refund on a case-by-case basis.
6. How to Request a Refund
To request a refund or cancellation, please contact us via:
Please include:
- Your full name and company name
- The service or project reference
- The reason for your refund request
- Your preferred resolution (refund or rescheduling)
7. Refund Processing
- Approved refunds are processed within 10 business days of approval.
- Refunds are issued to the original payment method used (card refund or bank transfer).
- Bank processing times may add 3–5 additional business days.
- You will receive email confirmation when the refund is processed.
8. Non-Refundable Items
The following are generally non-refundable:
- Services that have been fully delivered and accepted
- No-show appointments
- Third-party costs incurred on your behalf (e.g., software licenses, paid tools)
9. Consumer Rights
This policy does not affect your statutory rights as a consumer under Czech law or EU consumer protection regulations. If you are a consumer within the EU, you may have additional rights, including the right to withdraw from a distance contract within 14 days under Directive 2011/83/EU, unless the service has been fully performed with your prior consent.
10. Disputes
If you are unsatisfied with the resolution of your refund request, you may contact:
11. Contact
For refund inquiries:
