This policy describes how cancellations, withdrawals and refunds are handled for services purchased from Civis Mundi d.o.o., including payments made through Stripe or Klarna. It complements our Terms of Service.
1. Consumer right of withdrawal (14 days)
Where you contract with us as a consumer through distance means (e.g. via the website or email), you may withdraw from the contract within 14 days from conclusion, without giving a reason, under the Croatian Consumer Protection Act and EU Directive 2011/83/EU. To exercise this right, send an unambiguous statement to Civis.mundi.doo@gmail.com before the deadline expires.
Exception: if you asked us to begin performing a service during the withdrawal period, you must pay for the part already performed. The right of withdrawal is lost once a service has been fully performed with your prior express consent.
2. Cancelling construction contracts
- Before works begin: cancellation with a written notice; documented preparation costs may be invoiced.
- After works begin: settlement follows the milestone schedule in the signed contract; completed and materials-committed portions are payable.
- Termination for cause and force majeure are handled per the Croatian Civil Obligations Act.
3. Cancelling consulting engagements
Consulting engagements may be cancelled with the notice period stated in the engagement letter. Fees for time and deliverables already performed are non-refundable; unearned prepayments are refunded.
4. Refund method and timing
- Refunds are issued to the original payment method used.
- Stripe card refunds usually appear within 5–10 business days.
- Klarna refunds are processed through Klarna and typically appear within 14 days; any Klarna consumer credit balance is adjusted accordingly.
- We do not charge additional fees for issuing a refund.
5. Chargebacks and disputes
Please contact us first at Civis.mundi.doo@gmail.com so we can resolve the issue. Where a payment dispute is opened directly with Stripe or Klarna, we cooperate with the provider's investigation and provide requested documentation.
6. Contact
Refund requests and questions: Civis.mundi.doo@gmail.com.