Refund Policy
Effective date: May 25, 2026.
This Policy defines the detailed procedure, conditions, timelines, and rules for refunds for advertising, marketing, and other digital services provided by Sole Proprietor (FOP) Stavchenko Denys Serhiiovych, Tax ID 3723109299, Unified State Register entry No. 2002240000000161516 dated August 3, 2023, via https://top-team.com.ua/ and/or under individual agreements with clients.
This Policy applies together with the Public Offer, invoices, acceptance certificates, briefs, technical assignments, appendices, commercial proposals, and the Parties’ correspondence. In case of conflict between this Policy and an individually agreed written arrangement, the individually agreed arrangement prevails if expressly approved by the Parties.
1. Definitions and Scope
For the purposes of this Policy, a “refund” means a full or partial reimbursement of a payment to the client, subject to confirmed legal and contractual grounds. “Actually provided services” means all work, actions, consultations, setup, preparatory stages, analyses, creatives, documents, reports, communications, and other process-related activities performed by the Contractor in the client’s interest before the refund request date.
“Direct costs” means actual expenses for third-party services, advertising platforms, software products, domains, hosting, subcontractors, licenses, integrations, stock materials, bank charges, payment system fees, and other expenses incurred to perform the client’s task.
2. General Refund Principles
Refunds are processed in good faith, on reasonable grounds, and in proportion to the volume of services that were not provided. If services were partially or fully provided, only the unused portion of the payment may be refunded after deducting the value of completed work and incurred costs.
The client acknowledges that payments in digital projects are primarily for professional actions, expertise, team time, and service support, and not for a guaranteed financial outcome. Failure to reach an expected business result is not, by itself, an automatic ground for a full refund.
3. Grounds for Full Refund
A full refund is possible only in exceptional cases where it is confirmed that work was not started, no preparatory or practical actions were taken by the Contractor, no direct costs were incurred, and no intermediate materials, access credentials, recommendations, or deliverables were provided.
A full refund may also be granted by mutual written agreement of the Parties as a separate commercial exception.
4. Grounds for Partial Refund
A partial refund is made if cooperation is terminated before completion of the agreed scope of work or before completion of the reporting period. In such case, the Contractor calculates actually provided services and incurred costs, and determines the refund amount as the difference between the received payment and the confirmed value of actual performance.
The calculation may rely on agreed project stages, work schedule, acceptance certificates, reports, task trackers, correspondence, approved revisions, media plans, campaign setup screenshots, third-party expense documents, and other evidence of actual performance.
5. Cases Where Refund Is Not Available
No refund is provided for services that were actually delivered and accepted by the client, including acceptance by act or implied acceptance (if no reasoned written objections were submitted within the agreed period). Amounts spent as advertising budget and any payments made to third parties in the client’s interest are non-refundable.
No refund is provided for consulting hours, analytical research, strategies, intellectual deliverables, briefing sessions, preparatory sessions, and other services that were actually rendered, even if the client later declines further cooperation.
No refund is provided where the client breached cooperation rules, failed to provide required materials or access credentials on time, blocked the work process, or unilaterally paused the project after the period started and resources had already been reserved and allocated by the Contractor’s team.
6. Special Terms for Monthly Retainer Services
Within monthly retainer support, the fee includes team capacity reservation, project management, analytical support, consultations, and execution of agreed tasks during the reporting period. If the client initiates a pause or ad stop in the middle of the period, this does not automatically cancel the period fee, because team resources have already been allocated for the project.
In such cases, any possible refund is determined individually with regard to tasks already completed, calls held, materials prepared, campaign settings made, coordination and communication work, and other services provided before the pause or termination date.
7. How to Submit a Refund Request
To initiate a refund, the client must send a written request to top.team.digital01@gmail.com. The request must include full name/company name, contact phone, email, payment date and amount, proof of payment, reason for request, justification, and bank details for refund.
If necessary, the Contractor may request additional documents to identify the payment, confirm applicant authority, verify circumstances, and prevent fraudulent requests. The review period starts once the complete set of information is received.
8. Review, Decision, and Payout Timelines
Initial review is conducted within up to 10 (ten) banking days. If additional verification is required, the period may be extended, and the client will be notified in writing.
If the decision is positive, payout is made within up to 15 (fifteen) banking days from approval of the refund amount. Refunds are made by bank transfer in UAH to the client’s details, preferably via the same payment method used for payment, where technically possible.
9. Financial Calculation Method
The refund amount is determined as follows: total payment received minus value of actually provided services minus direct costs minus non-refundable bank/payment processing fees. If this calculation results in zero or a negative amount, no refund is due.
The calculation is provided to the client in a clear format with references to supporting documents, including invoices, acceptance certificates, reports, task logs, timelines, receipts, third-party invoices, payment confirmations, and other materials confirming expenses and work performed.
10. Deductions, Fees, and Tax Considerations
Refunds may be subject to deductions for payment provider fees, banking charges, exchange differences (if any), and other costs incurred during payment acceptance and refund processing that are not reimbursed to the Contractor by payment operators.
If a refund affects accounting or tax documentation, the Parties shall provide all required data for proper documentary settlement.
11. Chargebacks and Anti-Fraud
If the client initiates an unjustified chargeback through a bank or payment system without prior contact with the Contractor, the Contractor may provide the payment provider with a full evidence package confirming actual service delivery and incurred costs.
The Contractor may refuse a refund request if there are signs of abuse of rights, fraud, forged documents, false information, or if the request is made by a person without proper authority.
12. Force Majeure and Technical Limitations
If continuation of services becomes impossible due to force majeure or large-scale technical failures of third-party platforms, refunds are reviewed individually with account taken of the actual volume of work performed before such events.
Force majeure and its impact on performance may be confirmed by official documents and/or technical confirmations from services involved in project execution.
13. Pre-Trial Resolution and Disputes
All refund-related disputes should first be resolved through negotiations and written claims. Claims are reviewed within a reasonable period with a reasoned response.
If the dispute cannot be resolved out of court, it is subject to judicial resolution under the laws of Ukraine.
14. Amendments to This Policy
The Contractor may update this Policy unilaterally by publishing a new version on the website. The new version applies to legal relations arising after publication, unless otherwise expressly stated in that version.
15. Contact Details
Sole Proprietor (FOP) Stavchenko Denys Serhiiovych, Tax ID 3723109299, Unified State Register entry No. 2002240000000161516 dated August 3, 2023, address: Dnipro, 7A Knyazya Volodymyra Velykoho Street, Ukraine, email: top.team.digital01@gmail.com, phone: +38 (099) 309-68-57, bank account: UA253052990000026004050573575 UAH at JSC CB “PRIVATBANK”.