This Policy explains your cancellation and refund rights when ordering services from BOGDAN IONUT DUTU, trading as DutuStudio ("we", "us"). It complies with Directive 2011/83/EU on consumer rights and, for UK customers, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1. 14-Day Right of Withdrawal (Consumers)
If you are a consumer in the EU or UK and have ordered our services through our website or by other means of distance communication, you have the right to withdraw from the contract within 14 calendar days from the day the contract is concluded, without giving any reason.
How to exercise the right
Send an unambiguous statement of your decision to cancel by email to contact@dutustudio.digital or by post to the address provided on request. You may use the model withdrawal form below.
Effects of withdrawal
We will refund all payments received from you, using the same means of payment used for the original transaction, within 14 days of being informed of your decision to withdraw.
2. Exceptions and Loss of the Right of Withdrawal
Under Art. 16(a) of Directive 2011/83/EU, the right of withdrawal does not apply where:
- the service has been fully performed, where performance began with your express prior consent and your acknowledgement that you would lose the right of withdrawal once the contract has been fully performed by us; or
- the order concerns goods or digital content made or customised to your specifications or clearly personalised (e.g. bespoke designs, custom branding work).
If performance has begun within the 14-day period at your request and you then withdraw, you must pay an amount proportionate to the work already carried out up to the moment you informed us of withdrawal.
3. Cancellation of Project-Based Engagements (Business Clients)
For B2B clients or after the right of withdrawal has lapsed, the following applies unless otherwise agreed in writing:
- Before work begins: full refund of any deposit, less a 10% administration fee.
- After work begins: refund of any unused portion of the fee, calculated pro rata against the work completed and time reserved.
- After delivery of approved milestones: no refund for completed and accepted milestones.
4. Defective or Non-Conforming Services
If the delivered work materially does not conform to the agreed brief, we will, at our option, re-perform the work or issue a partial or full refund, in line with your statutory rights under EU and UK consumer law (including the UK Consumer Rights Act 2015). Please notify us in writing within 14 days of delivery.
5. How Refunds Are Issued
Refunds are processed to the original payment method within 14 days of approval. Bank or payment-processor fees may apply.
6. Model Withdrawal Form
To: BOGDAN IONUT DUTU — contact@dutustudio.digital
I/We hereby give notice that I/we withdraw from my/our contract for the supply of the following service: ________________
Ordered on: ________________
Name of consumer(s): ________________
Address of consumer(s): ________________
Date: ________________
Signature (only if this form is notified on paper): ________________
7. Contact
For any question about this Policy, please contact contact@dutustudio.digital or call +49 1551 1475130.