This Refund and Returns Policy (hereinafter referred to as the “Policy”) sets forth the terms
and conditions for the refund of payments for services provided by M-document (hereinafter referred to as the “Company”)
in the course of remote (online) interactions with clients.
1. General Provisions
1.1. The Company provides consulting and related services in the fields of tax planning, business formation and management, document preparation, and other related areas.
1.2. All services are delivered remotely, without in-person meetings, via electronic communication means and online platforms.
1.3. This Policy is developed in accordance with international service provision practices and aims to balance the interests of the Client and the Company.
2. Grounds for Refunds
Refunds may be issued under the following circumstances:
2.1. Non-Performance of Services
If the service was not provided in full or within the agreed timeframe, and the parties did not reach an agreement on rescheduling or amending the service terms.
2.2. Material Non-Conformity of the Service
If the actual service provided materially deviates from the agreed scope, requirements, or specifications set forth in the contract, order, or written correspondence.
2.3. Double Payment
In the event the Client was charged more than once for the same service due to a technical error.
2.4. Technical Failures Attributable to the Company
If the Client was unable to receive the service due to technical issues on the Company’s platforms or delivery systems, and the issue was not resolved within a reasonable timeframe.
2.5. Cancellation of Service Prior to Commencement
If the Client notifies the Company of cancellation before any work (including analysis or document preparation) has commenced.
2.6. Legal or Regulatory Impediments
If performance of the service became impossible due to changes in legislation, regulations, or requirements imposed by governmental authorities.
2.7. Dissatisfaction with Service Quality (subject to individual review)
If the Client believes the service does not meet professional standards, and upon review the Company acknowledges such non-conformity as justified.
3. Situations Where Refunds Are Not Provided
Refunds will not be issued if:
- The service was rendered fully and in accordance with the agreed scope and terms.
- The dissatisfaction arises solely from subjective Client preferences.
- The refund request is submitted after 14 calendar days from the date of service delivery.
- The work was already completed or documents prepared at the time of the cancellation request.
- The service was not delivered due to Client’s fault (e.g., lack of feedback, failure to provide necessary data on time).
4. Refund Request Procedure
4.1. To request a refund, the Client must submit a written request by email to support@m-document.biz with the subject line “Refund Request”.
4.2. The request must include:
- Order number and payment date;
- Full name and contact details of the Client;
- Detailed reason for the refund request, with supporting evidence if available.
4.3. The Company shall review the request within 7 (seven) business days of receipt.
4.4. If necessary, the Company may request additional information or documents from the Client.
5. Methods of Refund
5.1. Approved refunds will be made using the same payment method originally used, within 10 (ten) business days of the refund approval date.
5.2. If refund via the original payment method is not possible due to technical or legal reasons, an alternative mutually agreed method will be used.
5.3. The time for the funds to appear depends on the payment systems and banks involved and may take up to 30 calendar days.
6. Partial Refunds and Alternatives to Refunds
6.1. If the service was partially performed, the Company may offer a partial refund proportional to the volume of the unrendered service.
6.2. Instead of a refund, the Client may be offered correction of deficiencies, additional consultations, or other equivalent compensation.
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