Refund & Cancellation Policy

1. Bespoke services

Our services (development, design, content, advertising management and related work) are produced specifically for each client. Work is scheduled, resourced and started on the basis of each accepted order or statement of work.

2. Deposits and advance payments

Unless agreed otherwise in writing, deposits and advance payments are non-refundable. They reserve our capacity and cover onboarding, planning and initial work that begins as soon as an order is confirmed.

3. Cancellation of an ongoing engagement

Either party may cancel an ongoing engagement in writing. On cancellation:

• all work performed up to the cancellation date is payable in full, including work in progress;
• third-party costs already committed on your behalf (advertising spend, licences, subscriptions, stock assets, paid tools) are non-refundable;
• any prepaid amounts that relate to work not yet started may, at our discretion, be refunded after deduction of costs already incurred.

4. Completed services

Fees for services that have been completed and delivered are not refundable. Because results in marketing, search and advertising depend on factors outside our control (markets, platforms, third parties), we do not refund based on performance outcomes such as rankings, reach, leads or sales.

5. Consumers — statutory right of withdrawal

If you contract with us as a consumer (a natural person acting outside your trade, business or profession), you have a statutory right to withdraw within 14 days of entering into the contract under the EU Consumer Rights Directive (2011/83/EU), as implemented in Estonia.

• If you ask us to begin providing the services during the 14-day period, you expressly agree to this and acknowledge that you will lose the right of withdrawal once the services are fully performed.
• If you withdraw after services have begun but before they are fully performed, you must pay an amount proportionate to the services provided up to that point.
• For digital content supplied immediately with your prior express consent and acknowledgement, the right of withdrawal does not apply once supply has begun.

To withdraw, send a clear statement to info@astravellico.com within the period. These statutory rights are not affected by any other clause in this policy.

6. How to request a refund or cancel

Send your request to info@astravellico.com with your order reference. We will respond within a reasonable period and process any approved refund using the original payment method.

7. Payment disputes

Please contact us before initiating a chargeback so we can resolve the matter directly. This policy should be read together with our Terms of Service.