Customer rights
Refunds and cancellations reflect the stage of service delivered
Each request is assessed against transaction type, completed work, irreversible costs and actual usage.
Version 2026-07-23
Before work starts
If service work has not started and no third-party cost has arisen, the collected amount is refunded except for unavoidable provider or statutory deductions. Verified duplicate or erroneous collections are corrected without delay.
Started or completed stages
Completed discovery, design, integration, development, testing or launch stages are deducted using quoted line items and verifiable work records. Work not yet started is included in the refundable balance.
Irreversible third-party costs
Non-recoverable number allocation, licence, telephony/SIP, custom voice or similar costs are excluded from refund only where clearly disclosed in advance and actually incurred.
Minute usage and service interruption
Consumed and verified minute usage is non-refundable. For verified interruptions attributable to ArtificAgent, credit or refund is calculated using availability records, impact duration and the service level in the order.
Consumer and B2B transactions
Mandatory consumer law and withdrawal rights take precedence for consumer transactions. Where performance starts within the withdrawal period at the consumer’s express request, the properly performed portion is calculated under applicable law. B2B transactions follow the written quote, agreement and applicable commercial law.
Request and resolution
Send your request to info@artificagent.com with the order/quote number, reason and supporting records. The outcome is communicated in writing with calculation line items and the provider refund reference.