Refund Policy – Custom Development & Marketing Services

1. Scope

This Refund Policy applies to custom and professional services provided by TIRO-ALP Advertising SRL, including but not limited to:

• Custom software development
• AI application development and automation
• Website creation and development
• Digital marketing services
• Consulting and strategic services
• Technical audits and implementation work
• Custom integrations, configurations and technical support

These services may be individually scoped, configured or performed according to the requirements agreed with each client.

2. Business Clients and Consumers

This policy applies to both business clients (B2B) and consumers (B2C). Different statutory rights may apply depending on the client's legal status and the nature of the service.

Nothing in this Refund Policy limits or excludes any mandatory consumer rights provided by applicable Romanian or European Union law.

3. Start of Work

Work may begin after the conditions agreed for the relevant project have been satisfied, which may include payment or advance payment, approval of a written offer or Project Brief, and provision of the information or access required from the client.

Custom work may involve project planning, research, consultation, design, technical architecture, configuration, development, implementation, testing or other professional activities.

4. Deposits and Advance Payments

Where a deposit or advance payment is required, it may be used to reserve project capacity and cover work performed during the initial stages of the project.

• Before work begins, a cancellation and refund request will be assessed according to the applicable agreement and any mandatory legal rights.
• Once work has begun, amounts corresponding to work already performed, project resources already committed and non-recoverable third-party costs may be non-refundable to the extent permitted by applicable law.
• Any remaining amount not attributable to work already performed or costs already incurred will be assessed according to the applicable contract, written offer and applicable law.

5. Cancellation by the Client

A client who wishes to cancel a project should notify TIRO-ALP Advertising SRL in writing as soon as possible.

Where cancellation is permitted, TIRO-ALP may determine the value of work already performed up to the effective date of cancellation, including completed project stages and documented third-party costs incurred specifically for the project.

Subject to applicable law and the relevant agreement, work already performed is generally not refundable solely because the client decides not to continue with the project.

6. Milestone-Based Projects

Where a project is divided into milestones or project phases:

• payments may correspond to specific completed or scheduled project phases;
• completed and accepted milestones are generally non-refundable, subject to applicable law;
• work already performed within a partially completed milestone may be taken into account if the project is cancelled;
• future work that has not begun may be cancelled where permitted by the applicable agreement; and
• non-recoverable third-party costs already incurred for the project may remain payable or non-refundable where permitted by applicable law.

7. Consumer Right of Withdrawal

Consumers may have a statutory right of withdrawal under applicable Romanian and European Union consumer law.

Where a consumer expressly requests that performance of a service begins before the end of the applicable withdrawal period, TIRO-ALP may begin providing the service before that period expires.

If a consumer validly exercises a statutory right of withdrawal after requesting that performance begin during the withdrawal period, the consumer may be required to pay an amount proportionate to the services already provided, where permitted by applicable law.

Where a service has been fully performed and the legal conditions for loss of the statutory withdrawal right have been satisfied, the consumer may no longer have a right of withdrawal in relation to that fully performed service.

Nothing in this section affects mandatory rights that cannot legally be waived or excluded.

8. Delivery, Revisions and Service Issues

If a client believes that a service or Deliverable does not correspond to the agreed scope, the client should notify TIRO-ALP Advertising SRL promptly and provide sufficient information to allow the issue to be reviewed.

Depending on the circumstances and the applicable agreement, TIRO-ALP may provide a correction, revision, technical clarification, replacement of an affected Deliverable, or another appropriate remedy.

Refunds are not automatically due solely because of a change in preference, business strategy or subjective dissatisfaction where the agreed service has been properly performed. This does not limit any mandatory legal rights or remedies.

9. Third-Party Costs

Projects may involve third-party expenses such as software licences, API usage, hosting, advertising spend, purchased assets, external services or other costs.

Where such costs have already been incurred specifically for the client and cannot reasonably be recovered by TIRO-ALP, they may be excluded from any refund to the extent permitted by applicable law and the applicable agreement.

10. Intellectual Property and Deliverables

Unless otherwise agreed in writing, intellectual property and usage rights are governed by the applicable Terms & Conditions, Project Brief, written offer or separate contract.

Where transfer of rights is conditional upon full payment, cancellation or a partial refund does not automatically transfer ownership or usage rights in unpaid Deliverables.

11. Payment Refunds

Where a refund is approved, it will normally be returned through the original payment method where reasonably possible.

Online payments may be processed through Stripe. The time required for an approved refund to appear in the client's account may depend on Stripe, the payment method and the client's bank or card issuer.

12. Chargebacks and Payment Disputes

Clients are encouraged to contact TIRO-ALP Advertising SRL before initiating a payment dispute or chargeback so that any delivery, billing or technical issue can be investigated.

TIRO-ALP reserves the right to provide payment processors, banks or other relevant parties with appropriate evidence relating to an order, project, communication, acceptance or delivery when responding to a payment dispute or chargeback.

Nothing in this section restricts any statutory right of a consumer to dispute an unauthorised or otherwise legally disputable payment.

13. Relationship with Other Terms

This Refund Policy should be read together with the TIRO-ALP Terms & Conditions, the applicable written offer or Project Brief and any service-specific terms.

Product-specific digital services may have a separate refund policy reflecting their particular delivery and usage model. Where such a product-specific policy applies, it supplements this policy for that service.

14. Contact

Refund, cancellation or service-related enquiries should be submitted to: contact@tiro-alp.com