Return Policy

Last updated: 01.01.2025

1. General Information

Smarthorse Software offers custom software development services and SaaS platforms. Due to the digital nature of our products and services, the return and refund policy differs from that applicable to physical products. This policy describes the conditions under which you can request a refund or order cancellation.

2. Right of Withdrawal

In accordance with European consumer protection legislation (Directive 2011/83/EU), you have the right to withdraw from the contract within 14 calendar days from the date of offer acceptance, without needing to provide justification, under the following conditions:

• Development work has not yet started (no code has been written and no graphic materials have been created)
• No licenses, domains or hosting services have been purchased on behalf of the client
• The withdrawal request is sent in writing to [email protected]

3. Refunds for Custom Projects

For custom software development projects, refunds apply as follows:

• Before work begins: full refund of the advance paid, within 14 business days
• During development: partial refund, proportional to unperformed work. The client will receive a detailed report of completed work and incurred costs
• After final delivery: no refunds are granted for projects delivered and accepted by the client. Any quality concerns will be addressed within the warranty period
• In case of delivery delay exceeding 30 days from the agreed deadline (solely due to Smarthorse), the client is entitled to a full refund or renegotiation of terms

4. Refunds for SaaS Platforms

For ready-to-launch SaaS platforms, the following conditions apply:

• Within the first 14 days of purchase, if the platform has not been customized and has not been publicly launched, a full refund is granted
• After customization (adding logo, content, specific configurations), the refund is partial, excluding customization costs already incurred
• Monthly maintenance subscriptions can be cancelled at any time, and the service will remain active until the end of the paid period

5. Refund Process

To request a refund, send an email to [email protected] with the subject "Refund Request" and include: your full name, invoice or contract number, reason for the request and preferred payment method for the refund.

We will review the request and respond within 5 business days. Approved refunds will be processed within 14 business days through the same payment method used for the purchase or via bank transfer.

6. Exceptions

Refunds are not granted in the following situations: the client has violated the terms and conditions of the contract, the project has been completed and accepted by the client (by signing the acceptance report), the client has not provided the necessary materials or information within the agreed timeframe, which led to delay or inability to complete the project.

Additionally, costs for third-party services (domains, hosting, software licenses, SSL certificates) purchased on behalf of the client are non-refundable, as these are subject to the respective providers' terms.

7. Dispute Resolution

If you are not satisfied with the response received, we encourage you to contact us to find an amicable solution. Smarthorse is committed to treating each request with seriousness and transparency. If an agreement cannot be reached, disputes will be resolved according to Romanian law, by the competent courts.