Cancellation and Refunds

How to withdraw from a distance contract

Use the prominently labelled “Withdraw from the contract” online function: enter the customer’s full name, exact contract or order ID, a contact email for confirmation, and confirm the unequivocal withdrawal statement. Prefer the order email. The statement is registered immediately; fulfilment is placed on hold when the supplied data reliably identifies the order, otherwise RDG Studio first performs a proportionate identity and order-link check. No reason is required. The system durably stores the statement and emails its content, receipt date, and time. Send another refund claim to info@rdg-studio.com. Never send a card number or CVV.

Model withdrawal statement

“To: RDG Studio, sole proprietor (FOP) Мандриевский Сергей Валентинович; 5B Dobrovoltsev Street, apartment 25, Odesa, Odesa Region, 65036, Ukraine; info@rdg-studio.com. I, [full name], unequivocally notify you that I withdraw from contract/order [ID], concluded on [date, if known]. Contact email for confirmation: [email]. Order email, if different and known: [email]. Statement date: [date].” This may be sent by email or through the equivalent online function.

When a refund is available

Filing a withdrawal statement, Complaint, or refund request does not by itself approve a refund. After proper delivery, no refund is made solely because the customer changed its mind. The same amount may not be reimbursed twice through a refund, chargeback, or any other mechanism.

• A duplicate or erroneous payment.
• Non-supply of the service or its material nonconformity with the agreed order or Specification.
• A lawful consumer withdrawal.
• A voluntary written decision of RDG Studio.
• A confirmed decision of a bank, LiqPay, or a court.

B2B

A voluntary cancellation is settled against the documented work performed and pre-agreed, actually non-refundable third-party costs. The unused balance is returned unless a lawful and proportionate individual term says otherwise.

B2C

• For an EU consumer distance contract for services or digital content, the withdrawal period is 14 calendar days from the day the contract is concluded. Any longer period, extension, or other mandatory rule required by the consumer’s country remains applicable.
• Early service start requires the consumer’s express request. A withdrawal before full performance may require proportionate payment for work performed; the right can end after full performance only where the statutory conditions are met.
• Immediate digital-content supply uses the consumer’s separate express consent and unambiguous acknowledgement that the withdrawal right is lost after supply begins, provided every mandatory condition of applicable law was met before supply began.
• The choices and consequences are confirmed by email. Without the required consent, the relevant early start or digital supply is placed on a technical hold. Checkout calculates only a conservative earliest manual-review date from confirmed payment; it is not an automatic permission. Before releasing a hold, RDG Studio checks contract formation, the consumer’s country, the applicable calendar, and all other mandatory conditions.
• A bespoke result alone does not remove all mandatory rights.

Period for a consumer in Ukraine

Under the general rule in Article 13 of the Ukrainian Consumer Protection Law, the distance-contract withdrawal period is 14 days from confirmation of the mandatory information, subject to the statutory exceptions and special rules.

After proper delivery

A change of mind alone does not entitle the customer to a refund where the withdrawal period has expired or the right was lawfully lost. This does not limit mandatory remedies for non-supply, lack of conformity, or latent defects.

Timing and method

An approved or mandatory refund is initiated without undue delay. Following an EU consumer’s lawful withdrawal, the refund is made no later than 14 calendar days after RDG Studio is informed. For a Ukrainian consumer distance contract, funds are returned without delay and no later than 30 days after notice of termination, under Article 12(6) read with Article 13(7) of the Ukrainian Consumer Protection Law. Any shorter or more favourable mandatory period remains applicable. A consumer is refunded through the original payment method unless the consumer expressly agrees otherwise, and no additional fee is charged. For a voluntary B2B refund, another method may be agreed in writing after the recipient is verified. Bank posting time is outside RDG Studio’s control. Refund and chargeback cannot produce double recovery.

Chargeback

A customer may contact their bank or payment provider for an unrecognised payment or unresolved dispute without a prior court judgment. RDG Studio may provide order, consent, delivery, and refund records.