Refund & Cancellation Policy

1. Introduction

At Netekspert, obrt za usluge we are committed to providing high-quality IT services and complete client satisfaction. This policy describes the conditions under which you can cancel services or request a refund.

Note: Since we provide professional consulting services (not physical products), the refund policy differs from standard policies for tangible goods.

2. Satisfaction Guarantee

2.1. Our Promise

Results or money back: If we don't achieve agreed mitigation targets or performance goals within the agreed timeframe, consultation fees are refunded.

2.2. Applicability

This guarantee applies to:

• DDoS mitigation with defined targets (e.g., reduce malicious traffic by X%)
• Performance tuning projects with measurable metrics
• Cloud optimization with clear cost/performance goals

2.3. Guarantee Conditions

For the guarantee to apply:

• Targets must be clearly defined in written agreement or proposal
• Client must provide all necessary access and information
• Client must test promptly and provide feedback
• Refund request must be submitted within 7 days of project completion

3. Right of Withdrawal (for Consumers)

3.1. 14-day Withdrawal Right

In accordance with Croatian Consumer Protection Act, consumers have the right to withdraw from the agreement within 14 days without stating a reason.

3.2. Commencement of Service

If you expressly request that service provision begin before the 14-day period expires, the right of withdrawal ceases if we have fully performed the service.

3.3. Partially Performed Service

If you withdraw after we've started work but before full completion:

• We'll refund a proportional amount of payment
• We'll only charge for services actually provided until withdrawal
• Billing will be based on hours spent and milestones achieved

3.4. How to Withdraw

To withdraw from the agreement:

1. Send written withdrawal statement to:
2. State order/agreement number and date
3. Clearly express your intention to withdraw

4. Project Cancellation

4.1. Cancellation Before Work Begins

More than 48 hours before scheduled start:

• Full deposit refund
• No cancellation fees

Less than 48 hours before scheduled start:

• 50% deposit refund
• We retain 50% as compensation for reserved time

4.2. Cancellation During Project

If you decide to cancel the project after we've started work:

• We'll charge for all services actually provided until cancellation date
• We'll deliver all documentation and configurations created to date
• Difference between paid deposit and actual costs will be refunded
• If actual costs exceed deposit, we'll issue invoice for difference

4.3. Billing Upon Cancellation

Billing includes:

• Hours spent on consulting (at agreed hourly rate)
• Completed milestones (if project is milestone-based)
• Third-party costs incurred (if applicable)

5. Monthly Retainer Cancellation

5.1. Notice Period

• Retainer agreements can be cancelled with 30 days written notice
• Cancellation takes effect at end of billing period
• Last month is billed in full

5.2. Refund for Unused Services

Retainer services don't entitle refund for unused hours or resources in given month. You pay for availability and priority support, not just for time spent.

6. Refunds - Specific Cases

6.1. Emergency Interventions

For emergency DDoS interventions:

• Cancellation before work begins: Full refund if you cancel before we start assessment
• Unsatisfactory results: If we don't achieve stabilization, refund up to 100% depending on situation
• Partial success: Proportional refund based on results achieved

6.2. Performance Tuning

For performance optimization:

• If we don't achieve agreed improvement in metrics (e.g., TTFB reduction by X%), refund up to 100%
• Measurements performed according to industry standards (Google Lighthouse, WebPageTest, etc.)
• Refund request must include measurement evidence

6.3. Technical Issues on Our Side

If due to our errors or oversights:

• Implementation causes downtime: Full refund + compensation
• Implementation doesn't work as promised: Free fix or full refund
• We can't deliver within agreed timeframe without valid reason: Partial refund or extension at no additional charge

7. Situations Where Refund is Not Applicable

7.1. Non-Applicability of Refund

Refund is not possible in following situations:

• Project is fully completed according to specifications and accepted
• Client hasn't provided necessary access or information
• Problems arising from third-party infrastructure beyond our control
• Client refused to follow our recommendations or best practices
• Changes in circumstances after project start (e.g., new type of attack)
• Services have already been fully utilized (e.g., completed consulting sessions)
• Refund request submitted after 30 days from project completion

7.2. Work Done in Good Faith

If we've acted professionally and according to industry best practices, but results don't meet expectations due to external factors, we retain right to compensation for time spent.

8. Refund Process

8.1. How to Request Refund

1. Send request to
2. Include:
   • Project/invoice number
   • Reason for refund request
   • Evidence (if applicable)
   • Desired refund amount
3. Wait for our assessment and response

8.2. Timeline

• Response to request: within 5 business days
• Request assessment: 5-10 business days
• Refund execution: 10-14 business days from approval

8.3. Refund Method

Refund is processed via:

• Same payment method used for original transaction
• Bank transfer to Client's account
• Credit for future services (by agreement)

9. Partial Refunds

9.1. Proportional Refund

In situations where project is partially completed, refund is calculated:

• By hours spent for hourly projects
• By completed milestones for milestone-based projects
• By functionality achieved for fixed-price projects

9.2. Calculation Example

Project of €10,000, 50% deposit paid (€5,000):

• 60% of project completed before cancellation
• Actual fee: 10,000 × 0.6 = €6,000
• Paid: €5,000
• Additional invoice: €1,000

or

• 30% of project completed before cancellation
• Actual fee: 10,000 × 0.3 = €3,000
• Paid: €5,000
• Refund: €2,000

10. Dispute Situations

10.1. Complaints

If you're not satisfied with service:

1. Contact us immediately with specific complaints
2. Give us opportunity to correct the problem
3. If problem can't be resolved, we'll discuss refund

10.2. Amicable Dispute Resolution

We strive to resolve all disputes through constructive dialogue. We're available for:

• Mediation
• Independent technical assessment
• Compromise solutions (partial refund, additional services, etc.)

11. Contact for Refunds and Cancellations

NETEKSPERT, obrt za usluge, Vedran Jakovac

Address:
Slavka Kolara 50, 10410 Velika Gorica, Croatia

OIB: 77868347218 | MBO: 97608173

For all refund or cancellation requests:

• Email:
• Subject: "Refund/Cancellation Request - [project number]"
• Response: Within 5 business days

12. Policy Changes

Netekspert, obrt za usluge reserves the right to modify this policy. Changes take effect upon publication on website. Agreements concluded before change are subject to policy valid at time of agreement.