Refund Policy
Last updated: 13 July 2025
This Refund Policy applies to all services provided by Sericesto (“the Provider”), including but not limited to consultations, IT infrastructure changes projects, VPS hosting, virtualisation platforms operation and support, and administration services, unless a separate written agreement specifies otherwise.
1. General Principles
We aim to provide high-quality, transparent, and professional services.
Refunds are considered only where reasonable and in good faith, taking into account the nature of the service, work already performed, and any specific contractual terms.
2. Consultations and Advisory Sessions
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Fees for completed consultations (online or on-site) are non-refundable once the session has taken place.
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If a consultation is cancelled or rescheduled at least 24 hours in advance, no fee is charged.
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If the Provider cancels a confirmed session, the Client may choose between a full refund or rescheduling at no cost.
3. Project-Based Services (e.g., Migrations, Deployments)
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Project work is typically billed by milestones or time spent.
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Refunds are not available for completed work or delivered milestones.
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If the Client terminates a project before completion, only the unspent portion of prepaid fees may be refunded, after deducting:
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Work already performed,
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Reserved project time slots, and
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Any committed third-party costs.
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If a project cannot be completed due to the Provider’s fault, a partial refund may be issued for undelivered services.
4. VPS Hosting and Ongoing Operational Support
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Hosting, support, or admin services billed on a monthly or annual subscription basis are non-refundable once the service period has started.
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Prepaid periods are non-refundable if the Client cancels early, except where local consumer laws require otherwise.
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If service delivery is interrupted or unavailable for more than 48 consecutive hours due to the Provider’s fault, the Client may request a pro-rated credit or partial refund for the affected period.
5. Force Majeure and Technical Limitations
No refunds are provided for service disruptions caused by factors beyond the Provider’s control, such as datacenter failures, upstream provider issues, or force majeure events.
6. How to Request a Refund
All refund requests must be made in writing to support@sericesto.com within 14 calendar days from the incident or service termination.
The Provider will review each request individually and respond within 10 business days.
7. Exceptions
This policy does not apply if a separate contract, Service Level Agreement (SLA), or Master Service Agreement specifies other refund or credit conditions. In such cases, the contract terms prevail.
8. Contact
If you have questions about this policy, please contact:
📧 support@sericesto.com
📞 + 420 731 378 007