Refund Policy

This Refund Policy (hereinafter referred to as the “Policy”) is an integral part of Public Offer and determines the procedure and conditions for refunds for software configuration services provided on the sites fenix-gsm.com and fenix-gsm.ru (hereinafter referred to as the “Site”). The policy was developed in accordance with the Civil Code of the Russian Federation and the Law of the Russian Federation dated 02/07/1992 No. 2300-1 “On the Protection of Consumer Rights” (hereinafter referred to as the “ZOPPP”).

1. General provisions

1.1. By placing and paying for an order, the Customer confirms that he has read this Policy and agrees with its terms.

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

2. Refund for service of proper quality

2.1. The service is considered to be properly provided and accepted by the Customer from the moment the result is provided (access, activation, configuration), unless a reasoned claim is received from the Customer within 24 hours.

2.2. Due to the intangible nature and execution of the service at the time of payment, duly provided service is not subject to return or compensation, which corresponds to the specifics of the provision of services and the provisions of the PPA.

2.3. Until the actual start of the service (gaining access, activation, start of configuration), the Customer has the right to refuse the service; the funds paid are returned minus the expenses actually incurred by the Contractor (Article 32 of the Labor Code).

2.4. Order statuses and return options:

• status “Processing” — the order has been accepted and is in the process of actual execution; Refunds are not provided at this stage;
• status “Completed” — the service is provided properly and in full; no refunds are provided (clause 2.2 of this Policy);
• status “Returned” — a decision has been made to return the order: when paying by credit card through YooKassa, the funds are automatically returned to the same card from which the payment was made (clause 4.1 of this Policy); When paying 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. Refund in case of non-provision of service or inadequate quality

3.1. Refunds are made in full if the service was not provided or was of poor quality, including:

• the service cannot be provided due to technical reasons
• a technical failure occurred that resulted in double payment or write-off without service provision
• incorrect user data was specified when registering for the service

3.2. To quickly resolve the issue, the Customer is recommended to contact support within 24 hours from the moment of placing the order. The specified period does not limit the rights of the Customer provided for by the legislation of the Russian Federation. Each request is considered individually.

4. Methods and procedure for refund

4.1. Payment by bank card through YooKassa. If the service is not provided, the refund is made to the same bank card from which the payment was made. Refunds will be initiated as soon as possible after confirmation; crediting funds, as a rule, takes from 1 to 3 business days and depends on the issuing bank (in some cases — up to 30 calendar days according to the rules of payment systems).

4.2. Payment by other methods. When paying by any other method, the refund is by default credited to the internal balance of the Customer’s account on the Site and is automatically used when placing the next order.

4.3. Withdrawal of funds from the internal balance. If the Customer wishes to receive funds from the internal balance “in hand” (and not use them for subsequent orders), he sends a written request to the Site administrator indicating the amount and details for the transfer. The return is carried out in any possible manner agreed upon with the Contractor, within the time limits established by the legislation of the Russian Federation.

4.4. The Customer’s request for a refund of the paid amount is satisfied within no more than 10 days from the date of presentation of the corresponding demand (Articles 22, 31 of the Law of the Russian Federation).

5. How to request a return

5.1. To request a return, you must contact us in one of the following ways:

• by email: admin@fenix-gsm.com (the “Write to the administrator by email” button on the Site)
• in Telegram: @gsm_fenix

5.2. In your request, please indicate your order number, date and method of payment, as well as the reason for your request. Applications are processed during administration working hours: 8:00–22:00 (UTC 3)usually within 24 hours of receipt.

5.3. In order to ensure a speedy settlement, the Customer is recommended to contact the Site support before initiating a forced chargeback through the payment system — this allows you to return the funds faster.

6. Final provisions

6.1. All disputes are subject to mandatory pre-trial (claim) settlement. The deadline for responding to a claim is 10 working days. If no agreement is reached, the dispute is resolved in court in accordance with the legislation of the Russian Federation.

6.2. The Site Administration has the right to make changes to this Policy. The current edition is always posted on this page. On issues not regulated by this Policy, the parties are guided by Public Offer and Privacy Policy.

For all questions: admin@fenix-gsm.com