Cancellation, recovery and complaint

1. When an order or contract arises

Sending a form, audit of a request or list of services you wish is not automatic purchase. Before paying, the client receives a written offer or other document with a service provider, description, price, deadlines, phases, payment method and cancellation rules.

2. Cancellation before start of operation

If the client cancels the project before the start of the operation, the amount paid shall be reduced only for pre-approved and non-refundable costs of third parties, if they have already arisen, such as domain, licence, paid service or specifically ordered resource.

3. Cancellation after start of work

After the beginning of the work, Digital X has the right to charge for the actual completed phases, time spent and approved costs of third parties. Unused part of the advance is returned when, after the calculation, there is overpayment. At the request of the client we provide a review of the work done and the costs incurred.

Files, approaches or designs that are fully paid are submitted in the amount of the defined offer. Unfinished or unpaid parts of the project are not considered final delivery.

4. Distance contracts and consumers

When a natural person purchases a service for personal use and a contract is concluded at a distance, mandatory consumer protection rules apply. Under the valid Consumer Protection Act in Bosnia and Herzegovina, the consumer may be entitled to give up a contract for 15 days, depending on the type of contract and the circumstances.

If the consumer explicitly requests that work commence before the expiry of the notice, the consequences of cancellation and compensation for the part already executed shall be governed by applicable law and information provided before the start of the work. This policy does not limit rights which cannot be excluded by the contract.

5. Digital products and access to software

For finished digital product, file, template, license or access to software, the product's specific page and order confirmation specify the format, compatibility, mode of delivery and conditions of use. After successful download, activation or access, the return is assessed in accordance with the customer's mandatory rights, nature of digital content and previously given information.

Return is possible when the product is not delivered, access does not work due to a mistake on our side, a double charge is made or the product does not correspond significantly to the description and the problem is not removed within a reasonable time.

6. Monthly and subscription services

The monthly package may be cancelled before the next accounting period, unless the accepted offer specifies a minimum period or a special cancellation period. Cancellation shall stop future renewal. For already started or completed period there is no automatic retroactive return unless the service is provided or the mandatory regulations require otherwise.

7. Change in volume, break and late client

The change of request after the start of work may change the price and deadline. If the client does not deliver materials, access or feedback, the project may be put on hold and the deadlines are shifted. Additional restart costs are applied only if they are pre-specified or subsequently approved.

8. Advertising

Send the advertisement to info@digitalx.ba and include:

• name and contact;
• the number of the offer, the account or the name of the project, if any;
• a clear description of the problem and the date on which it was observed;
• video screen or other evidence, when useful;
• the solution you want.

We will confirm the reception and consider the complaint without undue delay. Possible solutions include repair, re-delivery, replacement access, extension of deadline, partial return or full recovery when justified.

9. Method of recovery

The approved refund is done in the same way as the payment is received when possible. The time of the booking depends on the bank or the payment service provider. The costs and exchange rates charged by the independent bank or payment service may be out of our control.

10. Contact and related documents

Contact: info@digitalx.ba · +387 64 438 35 66.

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This policy is a general framework. Acceptable offers and mandatory regulations are preferred when they contain special or more favourable rules for a client.