Refund Policy

1. The audit is free

The initial audit, including the loss estimate and the conversation that follows it, is not charged for. We do not ask for card details and there is no obligation to continue afterwards. Since nothing is charged, there is nothing to refund at this stage.

2. How we invoice an engagement

Every engagement is split into milestones, agreed with you in writing before work starts. Each milestone has a defined deliverable and a defined price.

• —We invoice a milestone only once it is finished and its result has been handed over to you.
• —Future milestones are not invoiced in advance. We do not hold money for work we have not yet done.
• —You can stop the engagement between milestones without owing anything for milestones that have not started.

Because of this, in most situations there is nothing to ask back: the money for work not carried out was never taken in the first place.

3. If the result does not match, we fix it

If a completed milestone does not match what we agreed in writing, we correct it at no additional cost to you. This is the first remedy we offer, because in most cases it is also the one you want: you need the automation to work, not the money back.

We begin the correction within 5 working days of you raising the problem, and we agree a reasonable completion deadline with you, depending on how complex it is.

The correction covers what we agreed. It does not cover new things that were not part of the original agreement — those are a new milestone, separately priced, which you are free to accept or decline.

4. If we cannot fix it, you get your money back

If we fail to bring the milestone to what we agreed within the agreed deadline, we return in full the amount you paid for that milestone. We do not ask you to prove anything beyond what we already agreed in writing.

Milestones completed and accepted earlier remain paid. They represent delivered work that stays yours — including the code, the configuration and the documentation that go with it.

5. If you stop the engagement

You can stop the engagement at any time by writing to us. There are no penalties and we do not ask for a reason.

• —Milestones that are finished and handed over are payable.
• —The milestone in progress is payable in proportion to what we carried out up to that point. We show you what was done, so you can check.
• —Milestones that have not started are not payable at all.

6. If we stop the engagement

We may stop an engagement if we do not receive the access or the information we need in order to work, if you ask us for something unlawful, or if a due invoice remains unpaid after we have reminded you in writing.

If we stop for any other reason, we return in full any amount paid for work we have not handed over to you.

7. How to ask for a refund

Write to us at support@dikodis.com and tell us which milestone is in question and what does not match. There is no form and nothing for you to fill in.

• —We confirm we received it within 2 working days.
• —We reply on the substance, with a proposed solution, within 10 working days.
• —Once a refund is agreed, the money leaves within 14 calendar days, by the same means you paid.

The refund is made in the same currency you paid in. Any bank charges applied by your own bank are outside our control.

8. Your legal rights are unaffected

This policy describes what we offer. It does not limit the rights the law gives you. Where the law grants you a more favourable right than anything written here, the law applies.

Our services are aimed primarily at businesses. If you work as an individual and qualify as a consumer, you additionally have the protection of consumer protection legislation in the Republic of Moldova, including the right to approach the competent authority.

9. Contact

For any question about payments or refunds, write to us at support@dikodis.com or call +373 60 601 616. The operator is „Prizma Calității” SRL, trading under the commercial name Dikodis.