Refund Policy

This Refund Policy (hereinafter, the “Policy”) forms an integral part of the Public Offer and sets out the procedure and conditions for refunds for the software configuration services provided on the websites fenix-gsm.com and fenix-gsm.ru (hereinafter, the “Site”). The Policy has been developed in accordance with the Civil Code of the Russian Federation and Law of the Russian Federation No. 2300-1 “On Consumer Rights Protection” of 7 February 1992 (hereinafter, the “Consumer Protection Law”).

1. General provisions

1.1. By placing and paying for an order, the Customer confirms that they have read this Policy and agree to its terms.

1.2. The Site provides software configuration services (installation, activation, configuration, provision of access to software functionality, and related information and technical support). The services are provided remotely and executed automatically after payment.

2. Refunds for services of proper quality

2.1. A service is deemed properly provided and accepted by the Customer from the moment its result is provided (access, activation, completed configuration), unless a reasoned claim is received from the Customer within 24 hours.

2.2. Because the service is intangible and is performed at the moment of payment, a properly provided service is not subject to refund or compensation, in line with the nature of the services and the provisions of the Consumer Protection Law.

2.3. Before the service actually begins (access is granted, activation or configuration starts), the Customer may cancel the service; the amount paid is refunded less the expenses actually incurred by the Contractor (Article 32 of the Consumer Protection Law).

2.4. Order statuses and refund eligibility:

• status “Processing”: the order has been accepted and is being fulfilled; no refund is available at this stage;
• status “Completed”: the service has been provided properly and in full; no refund is available (clause 2.2 of this Policy);
• status “Refunded”: a refund has been approved for the order. If the order was paid via SBP or by MIR card through YooKassa and Platega, the money is automatically returned to the card or account used for the payment (clause 4.1 of this Policy); if it was paid by any other method, the refund is credited to the internal balance of the Customer’s account on the Site (clause 4.2 of this Policy).

3. Refunds when a service is not provided or is of improper quality

3.1. A full refund is made if the service was not provided or was of improper quality, including when:

• the service cannot be provided for technical reasons;
• a technical failure resulted in a double payment or a charge without the service being provided;
• incorrect user data was entered when ordering the service.

3.2. To resolve the issue quickly, the Customer is advised to contact support within 24 hours of placing the order. This period does not limit the Customer’s rights under the laws of the Russian Federation. Each request is considered individually.

4. Refund methods and procedure

4.1. Payment via SBP or by MIR card through YooKassa and Platega. If the service is not provided, the refund is made automatically to the same bank card or account that was used for the payment; any part of the order price paid from the internal balance is returned to the internal balance. The refund is initiated as soon as possible after confirmation; the funds usually arrive within a few minutes (SBP) to 1–3 business days, depending on the issuing bank (in some cases up to 30 calendar days under the rules of the payment systems). If an automatic refund to the card or account is not possible for technical reasons, the amount is credited to the internal balance of the Customer’s account on the Site (clause 4.2 of this Policy).

4.2. Payment by other methods. If payment was made by any other method, the refund is credited by default to the internal balance of the Customer’s account on the Site and is applied automatically to the next order.

4.3. Withdrawal from the internal balance. If the Customer wishes to withdraw funds from the internal balance (rather than use them for future orders), the Customer sends a written request to the Site administrator stating the amount and the payment details for the transfer. The funds are returned by any method agreed with the Contractor, within the time limits established by the laws of the Russian Federation.

4.4. The Customer’s demand for a refund of the amount paid is satisfied within 10 days of the date the demand is made (Articles 22 and 31 of the Consumer Protection Law).

5. How to request a refund

5.1. To request a refund, contact us in one of the following ways:

• by email: admin@fenix-gsm.com (the “Email the administrator” button on the Site);
• via Telegram: @gsm_fenix

5.2. In your request, please state the order number, the payment date and method, and the reason for the request. Requests are handled during the administration’s working hours, 14:00–04:00 (UTC+3), usually within 24 hours of receipt.

5.3. For the fastest resolution, the Customer is advised to contact the Site support before initiating a chargeback through the payment system: this allows the funds to be returned sooner.

6. Final provisions

6.1. All disputes are subject to a mandatory pre-trial claim procedure. The time limit for responding to a claim is 10 business days. If no agreement is reached, the dispute is resolved in court in accordance with the laws of the Russian Federation.

6.2. The Site Administration may amend this Policy. The current version is always published on this page. Matters not covered by this Policy are governed by the Public Offer and the Privacy Policy.

For any questions: admin@fenix-gsm.com