Refunds, Cancellations & Payments Policy

1. Scope of This Policy

This policy applies, as relevant, to payments and cancellations involving:

• Website design and development.
• Website redesign and bespoke development.
• WooCommerce and approved website functionality.
• Content preparation and related project work.
• Managed VPS hosting and domain services.
• Website maintenance and technical support.
• Approved third-party licences and integrations.
• Managed Business AI services.

Not every service is subject to identical billing, cancellation or refund arrangements.

The applicable quotation or agreement identifies the commercial arrangements for the services purchased.

2. Quotations and Agreed Prices

KCO provides quotations or estimates according to the information available about the requested services.

A quotation may identify the agreed scope, included work, exclusions, third-party costs, payment requirements and any applicable validity period.

Preliminary estimates may rely on stated assumptions and do not automatically constitute binding fixed-price commitments.

When project requirements change materially, KCO may prepare a revised quotation.

Separately chargeable work should be identified and approved before it is undertaken.

Unless otherwise stated, no website description or general price illustration automatically includes services outside the specified package or accepted scope.

3. Invoices and Payment Methods

Invoices are issued according to the accepted quotation, agreement or recurring service arrangement.

Each invoice should identify the relevant services, charges, applicable taxes where required, payment instructions and payment due date.

Clients are responsible for ensuring that payments are made using the instructions provided through authorised KCO communication channels.

Available payment methods may depend on the service, client location and agreed commercial arrangements.

Clients should verify any unexpected change to payment details through an established contact channel before transferring funds.

KCO does not request payment-card security codes or banking passwords through ordinary AI chat messages.

4. Deposits and Project Commencement

Website development and other commissioned work may require an agreed deposit or initial payment before work begins.

The deposit amount, payment deadline and conditions are established in the accepted quotation or agreement.

A deposit is not automatically non-refundable merely because it is described as a deposit.

Any entitlement to retain or refund an advance payment depends on the agreed terms, work performed, costs properly incurred and applicable legal rights.

KCO may defer commencement until the agreed initial payment and other project commencement requirements have been satisfied.

5. Project Payment Milestones

Some projects may be billed in stages according to the accepted agreement.

Payment milestones may correspond to commencement, development progress, client approval, delivery or other agreed events.

The specific amount and timing of each instalment must be established in the relevant quotation or agreement.

Completion or approval of an agreed milestone may trigger the associated payment obligation.

Clients should raise genuine disputes concerning an invoice or deliverable promptly so that the matter can be reviewed.

Milestone arrangements do not remove applicable contractual or statutory remedies.

6. Additional Work and Scope Changes

Work outside the accepted project scope may require an additional quotation or agreed charge.

Examples include:

• Additional website pages or content sections.
• Major design revisions.
• New functionality or third-party integrations.
• Additional written content or imagery.
• Expanded e-commerce requirements.
• Specialist technical troubleshooting.
• Additional business AI capabilities.

KCO will seek appropriate authorisation before carrying out separately chargeable work.

Changes to scope may also affect the delivery schedule and applicable recurring costs.

7. Cancellation Before Development Begins

A client may request cancellation of a commissioned project before development begins.

The consequences of cancellation depend on the accepted agreement, any preparatory work already undertaken, committed third-party expenses and applicable legal rights.

Where an advance payment exceeds amounts properly payable under the agreement and law, the appropriate balance will be refunded.

KCO will not treat an entire deposit as automatically forfeited solely because the project has been cancelled.

Consumer cancellation and withdrawal rights, where applicable, take precedence over inconsistent contractual provisions.

8. Cancellation During Development

A client may request cancellation after project work has commenced.

Any payment or refund assessment will take account of the applicable agreement, work performed, authorised commitments, amounts already paid and relevant legal requirements.

Depending on the circumstances, the assessment may involve:

• Completed development work.
• Approved project milestones.
• Commissioned content or design work.
• Non-recoverable third-party expenses lawfully chargeable to the client.
• Outstanding contractual obligations.
• Mandatory consumer protections or other legal remedies.

KCO may provide a reasonable breakdown of relevant charges when assessing a cancellation request.

Any refund will be calculated according to the applicable contractual and statutory entitlements rather than an automatic fixed percentage.

9. Cancellation After Project Completion

Once commissioned work has been delivered, the client’s payment and cancellation rights depend on the accepted agreement, the nature of the service and applicable law.

Completion does not automatically remove remedies for defective performance, non-conformity or other enforceable contractual breaches.

A change of mind after completion does not necessarily establish an entitlement to a refund where services were properly provided and no applicable withdrawal or other legal right requires one.

Requests concerning defects or incomplete agreed deliverables will be assessed separately from ordinary cancellation requests.

10. Client Delays and Project Inactivity

Projects may be delayed where essential content, information, decisions, access credentials or approvals are not provided within a reasonable period.

KCO may contact the client to request the outstanding items and discuss a revised schedule.

Extended inactivity may require the project to be rescheduled or its continued availability reviewed under the applicable agreement.

Any suspension, termination, additional charge or treatment of payments resulting from inactivity must have an appropriate contractual or legal basis.

Client inactivity does not automatically extinguish statutory rights or justify retention of amounts not lawfully payable.

11. Hosting and Recurring Service Payments

Managed hosting, ongoing care, software licences and Managed Business AI services may involve recurring charges.

The applicable agreement determines the billing period, included services, renewal arrangements, payment deadlines and termination conditions.

Recurring charges may cover infrastructure and service availability for the relevant contracted period.

Where services are billed in advance, the treatment of unused periods following cancellation depends on the agreement, the circumstances and applicable legal rights.

Refunds for unused periods are not automatically guaranteed or excluded by this policy.

For technical and operational conditions, please review our Hosting, Maintenance & Support Terms.

12. Domain Registration and Renewals

Domain registration and renewal services are subject to the relevant registrar and registry conditions.

Registration and renewal transactions may involve third-party charges that cannot be reversed after processing.

Any refund assessment will consider the specific transaction, provider terms, contractual arrangements and applicable law.

Domain availability and continued registration cannot be guaranteed where required fees have not been paid or mandatory registration requirements remain unfulfilled.

Clients should request cancellation or transfer arrangements sufficiently early to allow for applicable processing requirements.

Domain registrant rights and lawful transfer obligations remain subject to the relevant agreements and registry rules.

13. Third-Party Software and Licences

Website projects and ongoing services may include third-party software, paid plugins, themes, payment services or external subscriptions.

Such products may have independent purchase, renewal and refund conditions.

Where KCO purchases a third-party product for an approved client project, the treatment of its cost will depend on the accepted agreement, the provider’s conditions and applicable law.

KCO will not automatically promise refunds that an external provider does not make available, but provider restrictions do not override mandatory client rights against KCO.

Future renewal charges will be handled under the applicable service and payment arrangements.

14. Managed Business AI Subscriptions

Managed Business AI services are provided according to an approved service scope and commercial agreement.

Charges may reflect managed infrastructure, approved capabilities, operational support, technical maintenance, external model usage and other agreed services.

The client agreement determines any setup charges, recurring fees, usage allowances and additional charges.

Cancellation or suspension of an AI subscription may affect access to the associated assistant, integrations and managed infrastructure.

Data export, retention and deletion arrangements must follow the applicable agreement and data protection requirements.

For further information, review our AI Assistant Disclosure & Usage Policy.

15. Late and Unpaid Invoices

Clients are expected to pay invoices according to their agreed due dates.

Where an invoice remains unpaid, KCO may issue a reminder and seek clarification of any genuine payment dispute.

Continued non-payment may result in lawful recovery measures or suspension of applicable services where permitted by the relevant agreement and law.

Any interest, recovery charges or other consequences of late payment must have a valid contractual or statutory basis.

KCO will not impose arbitrary penalties or charges that have not been appropriately established.

Where reasonably practicable, clients will be informed of material consequences of continued non-payment.

16. Service Suspension and Restoration

Suspension of services may become necessary due to serious security concerns, unlawful activity, material contractual breaches, unpaid service charges or essential provider restrictions.

Any suspension will be assessed according to the circumstances, applicable agreement and law.

Where reasonably practicable, KCO will provide appropriate notice and information about available restoration steps.

Restoration may depend on resolution of the underlying issue and any properly agreed or legally recoverable charges.

Temporary suspension does not automatically terminate a contract or remove either party’s legal obligations.

17. Refund Requests and Review

Clients who believe they are entitled to a refund should contact KCO with sufficient information to identify the transaction and explain the request.

Relevant details may include:

• The client’s name or business name.
• Relevant invoice or project reference.
• The service or transaction concerned.
• The reason for requesting a refund.
• Relevant dates and supporting information.

KCO will review requests according to the applicable agreement, services provided, payment history, relevant circumstances and mandatory legal rights.

Additional information may be requested where reasonably necessary.

Where a refund is due, KCO will arrange payment within the period required by applicable law or the relevant agreement.

Statutory refund deadlines and repayment-method requirements take precedence where applicable.

18. Refund Payment Arrangements

Approved refunds will ordinarily be processed through a suitable payment method, taking account of the original transaction and applicable legal requirements.

KCO may need to verify payment details before processing a refund to reduce the risk of fraud or misdirected payments.

Banking and payment-provider processing times may vary.

KCO will not require disclosure of ordinary banking passwords, payment-card security codes or authentication credentials through AI chat.

Any refund deductions must have an appropriate contractual or legal basis.

19. Consumer Rights and Withdrawal

Some KCO clients may qualify as consumers under applicable Czech and European Union law. Others may contract with KCO for business purposes.

Different legal protections may apply depending on the client’s status, the service purchased and the circumstances in which the agreement was concluded.

For qualifying distance or off-premises consumer contracts, a statutory withdrawal period of 14 days will generally apply unless a lawful exception or different statutory rule applies.

Where a consumer expressly requests that services begin during the applicable withdrawal period, any payment due following a valid withdrawal will be determined according to the applicable legal requirements.

Where the law provides for the loss of a withdrawal right following full performance, the applicable conditions, including any required express request and acknowledgement, must be satisfied.

Different provisions may apply to digital content, digital services and other relevant contract types.

Consumers must receive any legally required pre-contract information and withdrawal instructions through the appropriate contracting process.

Nothing in this policy removes statutory withdrawal rights, remedies for defective services or other mandatory consumer protections.

20. Business-to-Business Agreements

Where the client contracts with KCO in the course of business, the parties’ accepted commercial agreement is particularly important in determining payment, cancellation and refund arrangements.

Business clients should review the applicable quotation and service conditions before acceptance.

The existence of a business relationship does not automatically exclude all statutory protections or contractual remedies.

Any proposed limitation, cancellation charge or financial obligation must remain consistent with applicable law.

21. Defective or Incomplete Services

Complaints about defective, incomplete or materially non-conforming services will be assessed according to the accepted agreement and applicable legal requirements.

Depending on the circumstances, an appropriate remedy may involve correction, completion, price adjustment, termination, refund or another legally available solution.

KCO may request reasonable information necessary to investigate a reported problem.

A complaint about defective performance will not automatically be treated as a discretionary change-of-mind cancellation.

Mandatory consumer and other statutory remedies remain unaffected.

22. Service Termination and Data Handover

Ending a hosting or managed service arrangement may require arrangements for website files, databases, domain control, account credentials and other relevant client materials.

Applicable export, migration and handover obligations are determined by the agreement and relevant law.

Additional technical migration work may be separately chargeable where properly agreed.

Data retention, deletion and access restrictions must comply with applicable data protection and contractual requirements.

Clients are encouraged to arrange migration or export before the relevant service is discontinued.

Termination does not automatically authorise the deletion or retention of client information contrary to applicable legal obligations.

23. Payment Disputes and Complaints

Clients should contact KCO promptly where they identify an incorrect invoice, unexpected charge, disputed payment or other financial concern.

KCO will review relevant records and seek a reasonable resolution consistent with the applicable agreement and law.

Yumi may assist with receiving and organising an enquiry, but consequential financial decisions requiring authorisation will be referred for appropriate review.

Consumers retain access to any applicable statutory complaint procedures and alternative dispute resolution mechanisms.

Nothing in this policy restricts access to competent authorities or courts where permitted by law.

24. Changes to This Policy

KCO may update this policy to reflect changes in business processes, service offerings, technology or applicable law.

The latest published version will display its revision date.

Updates apply prospectively, subject to applicable legal requirements.

Existing accepted agreements are not automatically amended merely because this public policy is revised.

Any contractual changes must follow the applicable agreement and law.

25. Applicable Law

This policy is intended to operate in accordance with applicable Czech law and relevant European Union requirements.

Mandatory consumer rights, withdrawal protections, remedies and rules governing contractual fairness continue to apply where relevant.

Any dispute will be subject to the applicable rules governing jurisdiction and legal proceedings.

Nothing in this policy excludes rights or responsibilities that cannot lawfully be excluded or restricted.

CONTACT KCO

Questions about a payment or cancellation?

Yumi is KCO’s first point of contact for invoice enquiries, payment questions, cancellations and refund requests.

Requests requiring financial authorisation, contractual interpretation or human judgement will be referred for appropriate review.

Email Yumi