Refunds and withdrawal

1. The delivery guarantee (all clients)

Every paid project is based on a contract of deliverables with acceptance criteria. When the project is completed, we check the result against those criteria together with you.

• If the deliverables are met, the automation goes live under the agreed payment terms.
• If the deliverables are not met, you choose either a refund of the amounts paid for the deliverables that were not met, or a renegotiation of the scope, timeline or price if you still want to proceed.

Refunds are paid within 14 days of your choice, by bank transfer to the account you paid from, unless we agree otherwise. The detailed terms in your contract of deliverables apply.

2. Right of withdrawal (consumers only)

If you are a consumer (a private individual acting outside your trade, business or profession) and conclude a contract with us at a distance, for example by email or online, you have the right to withdraw from that contract within 14 days without giving any reason. This right is based on Directive 2011/83/EU and the Latvian Consumer Rights Protection Law. Business clients do not have this statutory right.

The withdrawal period expires 14 days after the day the contract is concluded.

How to withdraw

Inform us of your decision with a clear statement, for example by email to [email protected] or by letter to SIA ScaleUp, Indrānu iela 4-20, Rīga, LV-1012, Latvia. You may use the model form below, but you do not have to. It is enough to send your statement before the withdrawal period ends.

Effects of withdrawal

If you withdraw, we will refund all payments received from you without undue delay and no later than 14 days after we receive your withdrawal, by bank transfer to the account you paid from, at no cost to you.

If you asked us to start work during the withdrawal period, you must pay an amount proportionate to what was provided until you told us you were withdrawing, compared with the full scope of the contract.

When the right of withdrawal ends early

The right of withdrawal is lost once the service has been fully performed, if work began with your prior express request and your acknowledgement that you would lose the right of withdrawal once we had fully performed the contract.

Model withdrawal form

To SIA ScaleUp, Indrānu iela 4-20, Rīga, LV-1012, Latvia, [email protected]:

I/We hereby give notice that I/We withdraw from my/our contract for the provision of the following service: ______

Ordered on: ______
Name of consumer(s): ______
Address of consumer(s): ______
Signature of consumer(s) (only if this form is sent on paper): ______
Date: ______

3. Subscriptions

Subscriptions can be cancelled as set out in your contract of deliverables. Cancellation takes effect at the end of the current billing period, and fees already paid for that period are not refunded unless the delivery guarantee or the right of withdrawal applies.

4. Complaints

If you are not satisfied, contact us first at [email protected]. Consumers may also contact the Consumer Rights Protection Centre of Latvia (PTAC).