Refund Policy

GENERAL TERMS

Our customers must confirm before purchase that they are satisfied with each product either through our demo site, through the description, or through the functionality demonstration videos and that the features meet their requirements at all levels.

No refunds will be provided for incompatibilities that can be tested through the above methods.

Refunds, if approved by us, can only be made if a period of 14 days has not elapsed since the purchase of the services/software. After this period has elapsed, no refund will be accepted for any reason.

RIGHT OF WITHDRAWAL - 14 DAYS

Digital Products and Services

You understand that if you request immediate delivery/installation of digital content before the expiration of the 14-day withdrawal period, and you give your express consent via email or another confirmed method, then you forfeit your right of withdrawal from the moment the delivery of the content begins or the subscription starts.

We do not offer refunds for digital goods (downloads) once the order has been completed and the product has been sent either by email or in the form of a download link (it does not matter whether the download has been completed or not).

The nature of digital goods/services and software is such that their return is not feasible.

SERVICES EXECUTED IN PHASES

If you request cancellation of a service that has already started:

1. Full Execution: No refund is provided

2. Partial Execution:

• Charge for hours consumed (based on timesheet)
• Refund for the remaining amount

Charge calculation:

• For discounted packages: regular hourly rate × hours consumed
• For fixed-price: proportional to % of completion

Timesheet: You will receive a detailed work timesheet

ADDON SUBSCRIPTIONS (Recurring Subscriptions)

Cancellation Terms:

• You can cancel at any time
• Cancellation is effective from the NEXT renewal period
• NO refund is provided for the current period

Example:

• Subscription €50/month, paid on November 1st
• Cancel on November 15th
• You have access until November 30th
• You are NOT charged on December 1st
• You do NOT receive a refund for November 15-30

Right of Withdrawal - 14 days:

• Valid ONLY for the first purchase
• Forfeited if you request immediate access (checkout checkbox)
• Does NOT apply to renewals

WEB HOSTING

Right of Withdrawal (14 days)

• Valid ONLY before hosting activation
• If you request immediate activation (checkout checkbox), you FORFEIT the right of withdrawal

Hosting Cancellation

• You can cancel at any time
• Cancellation is effective immediately
• You retain access until the expiration of the period you paid for
• NO refund is provided for the remainder of the period

Examples

MONTHLY PAYMENT:

• You pay: 1st of each month
• You cancel: March 15th
• Access until: March 31st
• Refund: NO
• Next charge: None

3-MONTH/ANNUAL PAYMENT:

• You pay: €X for [period]
• You cancel: Anytime
• Access until: End of period you paid for
• Refund: NO

Exceptions - Refund ONLY if:

1. Hosting is not activated within 24 hours
2. Serious technical problems (downtime >48 hours)
3. Inability to provide service from our side

IN THESE CASES:

• Pro-rata refund for the time the service was NOT operational
• Or credit to your account for future use

REASONS FOR WHICH NO REFUND IS PROVIDED

We do not provide refunds from the outset for the following reasons:

• Download/email receipt issues
• Declaration and purchase of wrong version
• Product does not match description
• Misunderstanding of features
• Compatibility with third-party theme/addons/code

We provide a refund only if a commercial addon will not work on a default CS-Cart installation despite our efforts to fix it (without third-party addons/themes/code modifications).

Pre-Purchase Support: There is a contact form on each product with the ability to ask direct questions about that product, its features, and any other queries you may have. You can also call us at +30 22210 61934, from 08:30 to 15:00 on business days.

CUSTOM DEVELOPMENT & CUSTOM WORK

We do NOT provide refunds or advance payments:

1. For custom development, installations, configurations if the buyer changes their mind and does not wish to complete the project
2. For exploratory projects (e.g., troubleshooting attempts even if the problem is not found, or attempts to install an addon with compatibility issues with another third-party addon, skin/theme incompatibility, etc.) if deemed so by the technical department
3. For custom work, if all the scheduled hours have been used for completion, for any reason
4. For installation work once it has started or been completed
5. For addon subscriptions, hosting, and support hour packages

We provide refunds ONLY if we cannot complete a custom-made project (customized work) that is not feasible due to technical difficulties and only.

REFUND PROCESS

If a refund is approved:

Customer Obligations

The user is obligated to remove any software related to the refund from their hosting/computer, and is not allowed to use it unless a new license is purchased.

To complete the refund, you must send us a signed Software Uninstallation and Non-Use Certificate that we will send you by email within 10 business days at most.

If we do not receive the certificate, it is considered a cancellation of the process and no refund regarding these specific addons will be considered again in the future.

Method and Timing of Refund

The refund method, once the above procedure is completed within the acceptable timeframes, is the same as the payment method used for the order/advance payment.

The refund time can take up to 20 business days, and if deemed necessary by the company, it can be made in 2 or more installments.

SUPPORT HOUR PACKAGES

If it concerns a refund for a support hour package, and if there is a special price (discount), if the entire package has not been consumed, then the charge for consumed hours is not calculated at the discounted price but at the regular hourly rate for minimum hours (i.e., regular charge).

LEGAL FRAMEWORK

For more information about digital product refunds, you can read the DIRECTIVE 2011/83/EU OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL

Contact Information:

• Email: support@dvs.gr
• Phone: +30 22210 61934 (Monday-Friday, 09:00-15:00 EET)