Refund policy
REFUND POLICY
Koki Smoki EOOD
This policy explains when and how КОКИ СМОКИ ЕООД (Koki Smoki EOOD),
UIC 207712194, refunds payments for purchases made through our online store
and for our software development, consulting and support services. It
supplements our Terms & Conditions; an individual written contract may provide
more specific arrangements.
1. DIGITAL PRODUCTS BOUGHT IN THE ONLINE STORE
1.1 The 14-day right of withdrawal — and its digital-content exception
If you buy as a consumer in the EU, you normally have a 14-day right of
withdrawal for distance purchases. For DIGITAL CONTENT THAT IS NOT SUPPLIED ON
A TANGIBLE MEDIUM (downloads, license keys, digital applications), the law
provides an exception: the right of withdrawal is LOST once the supply has
begun, if you have given your prior express consent to immediate supply and
acknowledged that you thereby lose the right of withdrawal.
Where our checkout works this way, you will see and accept exactly that
consent before payment. If you have NOT yet downloaded or accessed the
product and have not given such consent, your 14-day right of withdrawal
applies in full.
1.2 Defective or non-conforming digital products
Independently of any withdrawal right, EU consumers are entitled to the
statutory remedies for lack of conformity of digital content (Directive (EU)
2019/770 and its Bulgarian implementation): bringing the content into
conformity, a proportionate price reduction, or termination of the contract
with a refund. If a product does not work as described, contact us — we will
fix it, replace it, or refund you.
2. SERVICES ORDERED BY CONSUMERS — 14-DAY RIGHT OF WITHDRAWAL
If you order services from us as a consumer at a distance (for example,
entirely by email), you may withdraw from the contract within 14 days of its
conclusion, without giving any reason.
2.1 How to withdraw
Send an unambiguous statement to support@kokismokieood.com before the 14-day
period expires. You may use this model form (not obligatory):
To: КОКИ СМОКИ ЕООД, Sofia, Bulgaria — support@kokismokieood.com
I hereby give notice that I withdraw from my contract for the following
service: [description].
Ordered on: [date] Name: [name] Address: [address] Date: [date]
We will confirm receipt without delay and refund all payments received from
you within 14 days of receiving your withdrawal, using the same means of
payment you used, at no cost to you.
2.2 Statutory exceptions you should know about
- Work begun during the withdrawal period. If you expressly request that we
start work before the 14 days expire and you then withdraw, you owe a
proportionate amount for the services performed up to your withdrawal.
- Fully performed services. The right of withdrawal is lost once the service
has been fully performed, if performance began with your prior express
consent and your acknowledgment that you lose the right of withdrawal upon
full performance.
Where these exceptions apply, we will have told you so clearly before you
ordered.
3. BUSINESS CLIENTS (B2B)
Most of our service engagements are with businesses and are structured around
milestones:
- Milestone invoicing. You pay for work stages as they are delivered and
accepted. Payments for milestones you have accepted are not refundable,
because the corresponding work has been performed and handed over.
- Cancelling a running project. Either party may terminate as set out in the
contract. On termination, you pay for work actually performed up to the
termination date (pro-rata against the agreed price); any advance payment
exceeding the value of performed work is refunded within 14 days.
- Defects. If a delivered result does not conform to the agreed specification,
we first remedy it at our own cost within a reasonable period. If we fail to
remedy a material defect, you are entitled to a proportionate price
reduction or, for fundamental non-conformity, to terminate the affected part
of the engagement and receive a corresponding refund.
4. HOW REFUNDS ARE PAID
- Refunds are made in the currency of the original payment, to the same
payment method where technically possible, otherwise by bank transfer.
- We process approved refunds within 14 days of the decision (or of a valid
consumer withdrawal).
- We never charge fees for processing a refund.
5. IF WE DISAGREE
Contact us first at support@kokismokieood.com — most issues are resolved in
one conversation. Consumers may also contact the Commission for Consumer
Protection (kzp.bg) or use the EU Online Dispute Resolution platform at
ec.europa.eu/consumers/odr.
6. CONTACT
Refund requests and questions: support@kokismokieood.com