Transparent terms. Clear refunds.
How to cancel an order, what happens to advance payments and how we handle website development, audit and support enquiries.
Who provides the services
AKURA FASHION OÜ (registry code 17020538), trading as FLET-AGENCY, provides website development, design, audit and support services.
Address: Hariduse tn 16-19, Sillamäe linn, Ida-Viru maakond, 40232, Estonia. Contact: contact@flet-agency.com.
The scope, stages, price and timeline are set out in a proposal or contract. These terms apply to new orders from the effective date and do not change existing contracts. Individually agreed terms take priority, subject to mandatory consumer rights.
Before work has started
Contact us before the project starts. If no services have been provided and no agreed external costs incurred, the advance payment is refunded in full. If such costs have already arisen, we provide a calculation and evidence; a deduction requires a lawful or contractual basis.
The free website check requires no payment. Sending the form does not create a paid order; any additional paid work is agreed separately.
When part of the project is complete
For a cancelled business order, the settlement follows the contract and applicable law. We set out the completed stages, their value and payments received. Any unused balance is refunded after settlement; advance payments are not automatically non-refundable.
The calculation reflects work actually done and agreed deliverables, rather than simply the fact that work started.
Support cancellation depends on the agreed service period. Domains, hosting and licences are considered separately under the contract and supplier terms; mandatory consumer rights remain protected.
When you order as a consumer
A natural person acting outside their business or profession generally has 14 calendar days from concluding a distance service contract to withdraw without giving a reason.
Services can start during that period at your express request. On withdrawal, payment for work already provided is due only where the legal requirements, including proper information, have been met. Withdrawal rights end after full performance only with prior express consent and acknowledgement of the loss of that right.
Separately supplied digital content has specific rules; a bespoke website does not automatically remove withdrawal rights. These terms preserve mandatory consumer rights, including remedies for defects. Business orders do not have an automatic 14-day withdrawal period.
If the result does not match the contract
Explain which agreed requirements have not been met and include examples. We will review the issue and discuss a remedy. Depending on the contract and law, remedies may include correcting defects, reducing the price or ending the contract with an appropriate refund.
New requests outside the agreed brief are assessed separately. This does not remove responsibility for defects in agreed work.
How to request cancellation or a refund
E-mail contact@flet-agency.com with your name or company, project, invoice or contract number, payment date and amount, and the action you request. A consumer exercising a statutory withdrawal right need not give a reason; an unambiguous withdrawal notice is sufficient.
We answer written consumer complaints within 15 days. If more time is needed, we explain the delay in writing and give a new deadline. For other enquiries we agree the timeline in correspondence.
For statutory consumer withdrawal, refunds are made without undue delay, within 14 days of receiving notice, using the same payment method unless you expressly agree otherwise, without a refund fee. Other refunds follow the contract and applicable law; bank processing may take additional time.
If we cannot reach an agreement
Contact us first so we can seek a solution in writing. Consumers may then contact the Estonian Consumer Disputes Committee or a competent court. Mandatory protections in the consumer’s country of residence remain applicable where required.
Rights information: TTJA — contracts; legal basis: Estonian Law of Obligations Act. Data processing is explained in our Privacy Policy.