Refund Policy
Returns and Complaints Policy NS POLAND
§ 1. Preliminary Provisions
1. This document (hereinafter: "Policy") is an appendix to the Terms of Service and specifies the rules for filing complaints and issues regarding the right of withdrawal from the agreement for digital products and services provided within the nspoland.com platform.
2. The seller and administrator of the website is Daniel Bąkowski running a business under the name "Daniel Bąkowski, NS POLAND" with its registered office: Racice 18A, 88-150 Kruszwica, NIP: 5562812993 (hereinafter: "Seller").
§ 2. Inability to return Digital Products without cause (Withdrawal from the contract)
1. Due to the nature of Digital Products (digital content not recorded on a tangible medium, such as code snippets, scripts, templates, e-books, applications), after gaining access to the files or after registering their download from the Account, the Customer who is a Consumer and an Entrepreneur with consumer rights does not have the statutory right to withdraw from a remote contract without giving a reason within the standard 14 days.
2. By accepting the Store Regulations and agreeing to immediate delivery of the Digital Product before the 14-day withdrawal period, the Customer fully acknowledges that they lose the right to a standard return under Consumer Law.
3. Refunds after sharing the file in cases of "change of mind", "insufficient level of technical knowledge", "accidental purchase", or technological mistakes are completely unavailable, and downloaded Digital Product is considered irreversibly delivered.
§ 3. Rules for filing complaints (Reporting defects)
1. In the event that the purchased Digital Product is defective on the source side, critically damaged, or functions completely contrary to the specification declared on the product description card, the Customer has the right to file a complaint resulting from the non-conformity of the goods (or digital content) with the contract.
2. Complaints are handled exclusively electronically (by e-mail) using a simple descriptive report. We do not require traditional documentation sent by post.
3. The Customer should send a message to one of the following e-mail addresses:
4. In order for the defect verification process to run smoothly and be processed immediately, the e-mail report must contain:
a) Order number and e-mail address assigned to the buyer's Account,
b) A precise description of the non-conformity or software error,
c) Required evidence confirming the occurrence of the defect – i.e., screenshots, error logs from the browser console or server logs (php_error, nginx), or appropriate short video recordings/screen-records.
§ 4. Exclusions of liability (When a complaint is rejected)
1. The Seller reserves the absolute right to reject a complaint claim if the analysis indicates that the defective operation of the Digital Product results directly or indirectly from the implementation made by the Customer, and in particular when:
a) The Customer did not meet the minimum technical requirements imposed in the description of a given product (e.g. used an outdated PHP version, has an incompatible operating system, lacks appropriate server or database modules),
b) The Customer made any independent modifications, logic edits or interference with the original source code of the shared Digital Product,
c) The incompatibility is caused by the fault of third-party software, overlays, custom "plugins" or incompatible external templates with which an attempt was made to integrate the Seller's Digital Product, and which were not on the certified compatibility list.
§ 5. Handling of complained errors (Bringing to conformity)
1. The Seller undertakes to respond to the complaint within a non-extendable period of 14 days from the date of receipt of a complete report message along with evidence. At this stage, the Seller contacts the Customer by e-mail.
2. In order to protect the integrity of its own software and in accordance with applicable law, upon positive verification of an error on the code side of the Digital Product, the Seller will first "bring the product into full conformity with the contract".
3. Bringing to conformity consists in repairing the operational defect and updating – providing a new version of the binary file (patch) in the Customer's Account system.
4. Only in a final situation, in which a permanent and architecturally correct repair of a product defect without completely violating the structure is impossible or would cost the Seller disproportionately much work and time for a given row of repair, the Seller will on its own initiative cancel and withdraw from the contract, making a refund.
§ 6. Payment of refunds
1. If, by a substantive decision, the possibility of a correction is rejected and the Seller confirms the validity of the request for a full refund of costs, it will be implemented immediately operationally.
2. The Seller will return the payments using exactly the same method of payment (the same Autopay transit method) as the Consumer used when paying for the cart. Funds are securely transferred directly to the bank card or assigned outgoing account from which the payment at Autopay S.A. was ordered.
3. Execution of the final return transfer takes place no later than 14 calendar days calculated from the date of official informing the Customer in an e-mail response about positive classification of the financial claim.
§ 7. Personalized IT Services (Exclusion from the Policy)
1. The rules of top-down reports and returns for unfulfilled obligations described in this Policy structurally apply only to direct "off-the-shelf" sales, i.e. closed ready-made Digital Products within the Store.
2. Complex and extensive IT Services (application design, infrastructure setup, security audits, dedicated web systems and all services priced via individual contact), are subject entirely to completely separate rules of complaint, term guarantees and acceptance of corrections.
3. Notification regimes, SLAs, guarantees of developer corrections and exclusions regarding IT Services are regulated for each Customer individually directly in the dedicated "Agreement for the provision of services" / "Specific task contract". The web policy described here absolutely does not cover them.
§ 8. B2B Relations (Professional entrepreneurs)
1. We approach Customers who are Entrepreneurs (purchasing for a company for professional purposes) in a flexible manner, implementing corrections and support, including providing hotfixes for recurring technical problems, to maintain mutually profitable commercial relations.
2. However, for reasons of IT business security and to avoid disputes burdening the provider, towards Customers who are not "Entrepreneurs with consumer rights", the Seller's liability due to warranty, both for digitized goods and any compensation claims, is fully, unconditionally and completely excluded, pursuant to the applicable Art. 558 § 1 of the Civil Code.