Refund Policy

# Refund Policy

**Effective Date:** 1.6.2025 
**Last Updated:** 1.6.2025

## 1. Introduction

This Refund Policy outlines the terms and conditions for refunds on business-to-business services provided by Marko Pyhäjärvi through MarkoPyhajarvi.com. This policy is consistent with our Terms & Conditions and complies with applicable EU law. Due to the custom nature of our consulting services and the significant time investment required, refunds are limited to specific circumstances outlined below.

## 2. Business-to-Business Services Only

### 2.1 Business Customer Policy
- **THESE REFUND TERMS APPLY EXCLUSIVELY TO BUSINESS-TO-BUSINESS TRANSACTIONS**
- If you are purchasing as a consumer (for personal use), different consumer protection laws apply
- **Consumer purchases:** Contact contact@markopyhajarvi.com for applicable consumer terms
- Business customers confirm they are purchasing for professional/commercial purposes

### 2.2 Consumer Rights Notice
**If you are an EU consumer purchasing for personal use:**
- You may have statutory rights under EU Consumer Rights Directive
- 14-day withdrawal period may apply to certain services
- Consumer protection laws cannot be waived by this policy
- Contact us immediately if you believe you are a consumer buyer

## 3. Limited Refund Policy for Business Transactions

### 3.1 General Principle
**Business-to-business transactions have limited refund availability** as specified in our Terms & Conditions:
- Refunds available only in specific circumstances described below
- **ALL PAYMENTS ARE FINAL** except in the limited scenarios outlined
- **NO REFUNDS** for completed work or delivered services

### 3.2 Business Refund Scenarios

**A) Non-Delivery Refunds:**
- If we completely fail to deliver any agreed services
- If we fundamentally breach contract terms  
- If our systems fundamentally fail to function as specified
- **Determination:** Case-by-case basis at our reasonable discretion

**B) Material Breach Refunds:**
- If we materially breach our service agreement
- If we abandon project without justification
- If we fail to meet core contractual obligations
- **Assessment:** Requires objective evidence of breach

### 3.3 No Refund Circumstances
**NO REFUNDS will be provided for:**
- Dissatisfaction with results or recommendations
- Changes in client's business circumstances  
- Inability to implement recommendations
- Market conditions or economic downturns
- Platform policy changes affecting strategies
- Client's failure to provide required access or information
- Force majeure events or delays beyond our control
- Subjective disagreement with strategic direction

## 4. Service-Specific Terms

### 4.1 AI Revenue Audit (€5,000)
**Payment Structure:**
- 100% payment due before service commencement
- Services begin only after payment confirmation

**Refund Terms:**
- **24-hour cancellation:** Full refund if no work commenced and no data accessed
- **After work begins:** No refunds (audit data analysis, report preparation, etc.)
- **Post-delivery:** No refunds based on audit findings or recommendations

### 4.2 AI System Implementation (€8,000-15,000)
**Payment Structure:**
- 50% upfront, 50% upon project completion
- Timeline: 4-8 weeks from project start

**Refund Terms:**
- **Upfront payment:** May be partially refundable only if no planning/development work commenced
- **After project start:** No refunds for completed work phases
- **Final payment:** Due upon deliverable completion regardless of implementation success
- **Technical issues:** Not grounds for refund (addressed through support)

### 4.3 TikTok Shop AI Strategy (€10,000-20,000)
**Payment Structure:**
- 50% upfront, 50% upon deliverable completion
- Timeline: 4-8 weeks from project start

**Refund Terms:**
- **Upfront payment:** May be partially refundable only if no research/strategy work commenced
- **After research begins:** No refunds for strategy development work
- **Market changes:** Platform policy updates not grounds for refund
- **Strategy effectiveness:** Results not guaranteed, no performance-based refunds

## 5. Refund Assessment Process

### 5.1 Eligibility Requirements
**To be considered for any refund:**
- Must be a legitimate business-to-business transaction
- Written notice within 30 days of alleged non-delivery
- Detailed documentation of claims with objective evidence
- No previous refund requests for other services
- Account in good standing (no payment disputes)

### 5.2 Review Process
**Assessment Procedure:**
1. **Initial Review:** 14 business days for preliminary assessment
2. **Investigation:** 30-day detailed review period
3. **Decision:** Final determination at our reasonable discretion
4. **Processing:** If approved, 30-60 days for refund processing

**During review period:**
- No interim or partial refunds provided
- Service obligations continue per contract
- Client must cooperate with review process

### 5.3 Refund Limitations
**If refund approved:**
- **Maximum refund:** Amount paid for specific undelivered portion only
- **Completed work:** No refunds for any delivered components
- **Processing costs:** Client responsible for banking/transaction fees
- **No interest:** No interest paid on refunded amounts

## 6. Business Risk Acknowledgment

### 6.1 Consulting Service Nature
**Business clients acknowledge:**
- **Custom consulting services** with inherent uncertainties
- **Results depend on multiple factors** beyond our control
- **No guarantees** of specific business outcomes or revenue increases
- **Client execution responsibility** for implementing recommendations

### 6.2 Platform and Technology Risks
**Not grounds for refunds:**
- **AI analysis limitations** or unexpected results
- **Third-party platform changes** (TikTok, Facebook, Google policies)
- **Algorithm updates** affecting recommended strategies
- **Integration challenges** with existing client systems
- **Market condition changes** or competitive factors

### 6.3 Force Majeure
**No refunds for delays or issues caused by:**
- Technical failures beyond our control
- Natural disasters, pandemics, or government actions
- Internet outages, cyber attacks, or platform failures
- Supplier failures or third-party service disruptions

## 7. Project Management and Modifications

### 7.1 Scope Changes
**Additional requests beyond original scope:**
- Require separate written agreement and additional payment
- No refunds for expanded work or changed requirements
- Original scope refund terms apply only to original deliverables

### 7.2 Timeline Management
**Project timeline considerations:**
- **Client-caused delays:** Do not qualify for refunds
- **Resource availability:** May affect delivery timeline without refund obligation
- **Timeline extensions:** May be necessary without penalty

### 7.3 Client Responsibilities
**Client failure to meet obligations may result in:**
- Project suspension without refund
- Timeline extension without additional cost obligation
- Project termination with retention of payments for completed work

## 8. Intellectual Property and Work Product

### 8.1 Work Product Ownership
- **Custom strategies and reports** become client property only upon full payment
- **Until full payment:** All work product remains our exclusive property
- **Partial payments:** Do not grant rights to partial deliverables
- **Refund scenarios:** May affect IP ownership rights

### 8.2 Confidentiality Maintenance
- **Refund requests** do not release confidentiality obligations
- **Proprietary methodologies** remain confidential regardless of refund status
- **Client data handling** continues per our Privacy Policy

## 9. Payment and Processing Terms

### 9.1 Payment Requirements
**Business payment terms:**
- All payments due within 14 days of invoice date
- Late payments subject to applicable statutory interest rates plus collection costs
- **Payment methods:** Bank transfer (preferred), credit card, PayPal

### 9.2 Refund Processing (If Applicable)
**Approved refunds processed via:**
- **Same payment method** as original payment when possible
- **Bank transfer** for large amounts or when original method unavailable
- **Processing time:** 30-60 business days
- **Fees:** Client responsible for any banking or transfer fees

## 10. Dispute Resolution

### 10.1 Business Dispute Process
**Escalation procedure:**
1. **Direct communication:** Email to contact@markopyhajarvi.com
2. **Management review:** 14 business day response timeline
3. **Final decision:** Based on objective review of facts and contract terms

### 10.2 Legal Framework
**Applicable law and jurisdiction:**
- **Primary jurisdiction:** Helsinki District Court (business disputes)
- **Governing law:** Finnish law
- **EU business customers:** Subject to applicable EU business law protections
- **Legal costs:** Unsuccessful party bears reasonable legal costs (where permitted by law)

### 10.3 Alternative Dispute Resolution
**Available options:**
- **Mediation:** Through Finnish Arbitration Institute (voluntary)
- **Business arbitration:** For disputes over €10,000 (by mutual agreement)
- **Industry mediation:** Through relevant business associations

## 11. Communication and Support

### 11.1 Refund Inquiries
**Contact procedures:**
- **Email only:** contact@markopyhajarvi.com
- **Required information:** Order number, detailed reasoning, supporting documentation
- **Response commitment:** Within 14 business days
- **Business hours:** Monday-Friday, 9:00-17:00 EET

### 11.2 Documentation Requirements
**For refund consideration, provide:**
- Original service agreement or invoice
- Detailed explanation of non-delivery claim
- Timeline of communications and project milestones
- Objective evidence supporting refund request

## 12. Policy Updates and Legal Compliance

### 12.1 Policy Modifications
**Update procedures:**
- 30-day advance notice for material changes
- Email notification to active business clients
- Updated "Last Updated" date at policy top
- **Existing projects:** Governed by terms in effect at purchase

### 12.2 EU Law Compliance
**Regulatory adherence:**
- **Unfair contract terms:** Reviewed for business relationship appropriateness
- **Consumer protection:** Separate terms available for consumer purchases
- **Data protection:** Refund process complies with GDPR requirements
- **Business law:** Consistent with EU business-to-business commercial practices

### 12.3 Legal Review
- **Annual legal review:** Policy reviewed for compliance and effectiveness
- **Regulatory updates:** Policy updated to reflect legal changes
- **Industry standards:** Aligned with business consulting industry practices

## 13. Limitation of Liability

### 13.1 Business Liability Framework
**Maximum liability limitations:**
- **Total liability:** Limited to amount paid for specific service in question
- **Consequential damages:** Not liable for indirect, special, or consequential damages (to maximum extent permitted by law)
- **Business losses:** Not liable for lost profits, revenue, or business opportunities

### 13.2 Time Limitations
**Claim deadlines:**
- **All refund claims:** Must be made within 2 years of service completion
- **Discovery rule:** Time begins at delivery of final project deliverable
- **Late claims:** Not accepted after limitation period regardless of circumstances

## 14. Contact Information

### 14.1 Refund Department
**Refund-specific inquiries:**
- **Email:** contact@markopyhajarvi.com
- **Subject line:** Include "Business Refund Request - [Order Number]"
- **Response time:** 14 business days maximum

### 14.2 Business Information
**Company details:**
- **Business Name:** Marko Pyhäjärvi
- **Business Address:** Merkurstrasse 1, 9000, Sankt Gallen, Switzerland
- **Business ID:** 11111405 (Buchanon Company Ltd)
- **General Contact:** contact@markopyhajarvi.com

### 14.3 Consumer Inquiries
**If you believe you are a consumer buyer:**
- **Email:** contact@markopyhajarvi.com
- **Subject:** "Consumer Purchase Inquiry"
- **Response:** Consumer-specific terms and rights information

## 15. Final Terms and Acknowledgments

### 15.1 Service Understanding
**By purchasing business services, you acknowledge:**
- Understanding of this limited refund policy
- Acceptance of business consulting inherent risks
- Agreement that results are not guaranteed
- Confirmation of business purchase capacity

### 15.2 Integration with Terms & Conditions
- **Complete agreement:** This policy supplements our Terms & Conditions
- **Conflict resolution:** Terms & Conditions govern in case of conflict
- **Service agreements:** Individual project terms may provide additional specificity

### 15.3 Effective Date and Scope
**Policy application:**
- Effective as of the date listed above
- Applies to all business services purchased thereafter
- **Language:** English version is authoritative
- **Translations:** Provided for convenience only

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**This Refund Policy is designed for business-to-business transactions and complies with applicable EU commercial law while providing appropriate protection for custom consulting services.**

**Last reviewed by legal counsel:** 1.6.2025
**Next scheduled review:** 1.6.2026