1. General Procedure
Payments on the website are for services, rather than goods. A consumer Client may withdraw from a service contract at any time, subject to payment of expenses actually incurred by the Service Provider in performing the specific contract. No condition making payment unconditionally non-refundable solely because of cancellation is established. Orders from other persons are governed by the contract and mandatory legal provisions.
No penalty or separate cancellation fee is charged. The calculation takes account only of documented expenses actually incurred in connection with the specific order before receipt of the cancellation notice.
2. How to Send a Cancellation Notice or Refund Application
Notice of cancellation or a refund request should be sent to zapros@shum.moscow or to the Service Provider's postal address: 117647, Moscow, P.O. Box 15.
In your inquiry, specify:
- the Client's full name or company name;
- the number and date of the Order Invoice;
- the payment date and amount;
- the reason for the inquiry;
- contact details;
- refund details, if they need to be provided.
The request may be submitted electronically or on paper.
The response to the enquiry and settlement details are sent to the contact provided by the Client.
3. Calculation of the Amount
The calculation takes account only of documented expenses directly related to the specific engagement: agreed expenses for sending documents, site visits and services of engaged specialists, and other costs actually incurred for the order. State duties are included if paid in the Client's interests and cannot be refunded under the established procedure. The necessity of expenses and their connection to the order must be substantiated; no separate cancellation fee is established.
The unused portion of the payment is refunded to the Client. If documented expenses exceed the amount paid, the Service Provider sends a calculation and supporting documents.
After receiving notice, the Service Provider identifies the actions completed by the time of cancellation, checks the costs relating to the order and sends the calculation to the Client. Disagreement with the scope of completed actions or the calculation may be set out in a formal complaint.
4. Refund Method and Timeframe
Refunds are made by the same method used for payment, unless another permitted method is agreed by the Parties or required by the rules of the bank or payment system.
The refund timeframe is determined by applicable legislation, the payment method and the transaction processing times of the bank or payment system. The Service Provider informs the Client of the decision made and, in the event of a refund, of the transfer of funds.
5. If the Service Has Already Been Provided
Failure to obtain a desired judicial, administrative or other decision does not in itself mean that the agreed legal service was provided improperly. Claims for refunds and concerning service deficiencies are considered with regard to the engagement actually performed and the Client's mandatory rights. Where specific deficiencies exist, the Client may send a reasoned formal complaint to zapros@shum.moscow.
Typographical, arithmetic and other obvious technical errors made by the Service Provider are corrected at no additional charge.
Claims concerning service deficiencies are considered under the applicable legal rules. Delivery of the result or signing an acceptance certificate does not extinguish Client rights that the law prohibits restricting by contract.