Cancelling your order

1 When the period starts and ends

The period is 14 days and it runs from the day the contract was concluded — the day your payment went through. The day of purchase itself is not counted.

The exact last day is written in your confirmation email and on your order page. We count the period a day longer than the law requires, so nobody loses it to a clock or a time zone.

2 How to cancel

Three ways, all equally valid:

• Open your order page from the confirmation email and press the cancel button. We send written confirmation that your notice arrived, straight away.
• Reply to the confirmation email. A plain reply saying you are cancelling is a valid notice.
• Fill in the model form below and send it to info@visualweb.ee, or by post to Läänemere tee 62, 13914 Tallinn, Eesti.

Using the form is not compulsory. Any unambiguous statement that makes it clear you are cancelling counts.

3 Model withdrawal form

This is the official form from Annex I of Directive 2011/83/EU. Our details are already filled in — complete the rest and send it.

Complete and return this form only if you wish to withdraw from the contract.

To: Prism Hooldus OÜ, Läänemere tee 62, 13914 Tallinn, Eesti, info@visualweb.ee

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

4 How fast the money comes back

We refund everything you paid within 14 days of your notice reaching us, at the latest. The money goes back to the card you paid with. No handling fee, no service charge deducted.

In practice it is quicker: we start the refund the same or the next working day, and the bank usually takes a couple of days after that.

5 If you asked us to start early

If you ticked both boxes at checkout and we had already done some of the work, cancelling means paying for the part carried out by the time your notice arrived. That share is worked out from the agreed total price, not from an hourly rate, and we send you the calculation before any money moves.

6 When the right ends

In one case only: the job is finished in full, and before it started you had expressly agreed that we begin immediately and acknowledged that once it is fully performed the right to cancel is gone. That is exactly what the two checkboxes on the order form mean.

While the job is still in progress the right stands. If you did not tick the boxes, the right stands for the full 14 days — and we will not have started work in that time either.

7 If you bought as a company

The 14-day right belongs to consumers, which means private individuals. Buying in a company's name, it does not apply automatically. Write to info@visualweb.ee — we will look at the situation and agree what happens.

8 If the job could not be done

Then you do not need to cancel anything. “No fix, no fee” means we refund you ourselves, without you having to write a word. See the terms of sale.

9 Complaints and disputes

If something goes wrong with a refund, write to us first: info@visualweb.ee. We answer within 14 days at the latest.

If that does not settle it, a consumer can go to the Estonian Consumer Disputes Committee (Tarbijavaidluste komisjon): Endla 10A, 10122 Tallinn, info@ttja.ee, +372 620 1707. Applications are filed at jvis.ttja.ee. Court disputes go to Harju Maakohus.