Refund & Cancellation Policy

1.1This refund and cancellation policy is issued by STARECOM ("we", "us"), the operator of starecom.net and the provider of the services described on it.

1.2It applies to every engagement we sell: fixed-scope project work, monthly retainers, and managed operations. It should be read with the Terms of Use & Service Agreement and the Service Delivery & Fulfilment Policy.

1.3In short: before work starts, you get your money back. Once work has started, you pay for what has actually been done and nothing more. Refunds go back to the card or account you paid from, are approved within 5 business days and settled within 10 business days.

2.1If you are a consumer in the EU or EEA buying at a distance, you have a statutory right to cancel within 14 days of the contract being formed, without giving a reason.

2.2The exception you need to know about. If you ask us to begin work during the 14-day period and give your express consent to that, then once the service has been fully performed you lose the right to cancel. If work has begun but is not finished, you may still cancel — but you must pay for what has been performed up to the moment you told us, in proportion to the whole contract.

2.3We ask for that express consent explicitly when you accept a scope document with a start date inside the cooling-off window. If you would rather keep the full 14 days, say so and we will simply start on day 15.

2.4To cancel under this clause, tell us in a clear statement by email to . You may use the model cancellation form in the consumer legislation, but you do not have to.

2.5Most of our clients are businesses, and statutory cooling-off rights do not apply to business contracts. The rest of this policy is what applies to you if you are contracting as a business.

3.1Before work begins. If you cancel after paying a deposit but before we have started, the deposit is refunded in full, less any third-party costs already committed on your instruction (clause 6).

3.2After work begins. Once we have started, cancellation is settled on what has actually been delivered. Milestones you have accepted are payable in full and are not refundable — you keep the deliverables for them.

3.3Mid-milestone. Work on the milestone in progress is charged pro rata, on the proportion of that milestone's defined deliverables completed at the date you tell us to stop. We will send you a written breakdown showing how the proportion was calculated. Anything you have paid above that figure is refunded.

3.4If we cancel. If we terminate for convenience, or cannot deliver, you pay only for accepted milestones and we refund everything else, including the unused part of the deposit. Where we are at fault we will also help you transfer the work to another supplier at no charge.

3.5In every case you receive the handover pack for the work you have paid for. We do not withhold paid deliverables.

4.1Retainers and managed operations agreements run monthly and are billed in advance. Either of us may cancel by giving 30 days' written notice, which takes effect at the end of the notice period.

4.2The month in progress is not refunded, because the capacity is reserved for you and cannot be resold once the month has started.

4.3Prepaid months that have not yet begun are refunded in full. If you have paid quarterly or annually in advance and cancel, every complete month remaining after the notice period ends is refunded.

4.4Monthly capacity is use-it-or-lose-it and does not roll over, so unused capacity within a month that has already run is not refundable.

4.5If we fail to meet an operational commitment written into your agreement — a response window, an uptime commitment — tell us, and we will credit or refund the affected period. That route runs through the Complaints procedure.

5.1Email with the subject line "Refund request".

5.2Please include: your name and company; the invoice number or numbers; the date of payment and the amount; the engagement or scope document the payment relates to; and a short statement of what you are asking for and why.

5.3We acknowledge every refund request within 2 business days.

5.4We approve or decline within 5 business days of receiving the information above, and we give our reasons in writing either way.

5.5Approved refunds are returned within 10 business days of approval. Your bank or card issuer may take a few days more to show it on your statement, which is outside our control.

6.1Refunds are always returned to the original payment method. A card payment is refunded to the same card; a bank transfer is returned to the account it came from. We cannot refund to a different card, a different account, or a third party — this is a requirement of our AML / CTF Policy, not a preference.

6.2If the original card or account has been closed, tell us and we will work with you and our payment provider to find a compliant route. We may need evidence that the replacement account belongs to you.

6.3We do not charge a fee to process a refund, and we do not deduct our own payment processing costs from it.

6.4The following are not refundable, with the reason for each:

• Accepted milestones. The deliverable has been produced and transferred to you; you keep it.
• The month in progress on a retainer or managed operations agreement. The capacity was reserved and could not be resold.
• Unused monthly capacity within a month that has already run. Capacity is time, and time that has passed cannot be returned.
• Third-party pass-through costs already incurred — domain registrations and renewals, software and platform licences, SSL certificates, cloud and server charges already consumed, and advertising spend already placed. These are paid to other companies on your instruction and are not ours to return. They are always itemised separately on your invoice so you can see exactly what they are.
• Work performed outside the scope at your written request and already delivered.

6.5Where a payment covers both refundable and non-refundable items, we refund the refundable part and show the split in writing.

7.1If something has gone wrong, please contact us before asking your bank or card issuer to reverse the payment. Email or follow the Complaints & Dispute Resolution procedure.

7.2We commit to responding to any payment dispute raised with us directly within 5 business days, and to resolving it within 15 business days wherever it is within our power to do so.

7.3In almost every case a direct request is faster than a chargeback, which typically takes weeks to resolve and gives you no opportunity to explain what you actually want. We would rather fix the problem than defend a claim.

7.4This clause does not remove your right to raise a chargeback or to pursue any other legal remedy. It asks only that you give us the chance to put it right first.

8.1This policy is governed by the laws of the Republic of Bulgaria, consistently with the Terms of Use.

8.2If you are unhappy with a refund decision, escalate it through the Complaints & Dispute Resolution procedure, which sets out the response windows and the escalation route to the operator's director.

8.3Nothing in this policy limits your statutory rights, including any consumer rights that cannot lawfully be excluded.