REFUND POLICY

Last updated: 30 January 2026

This Payment, Cancellation & Refund Policy (“Policy”) explains the rules applicable to payments, cancellations, and refunds for the Services operated by Lioriva OÜ (the “Company”), a company incorporated in the Republic of Estonia, and made available via scalelab.digital.

This Policy forms an integral part of the Terms of Service and is drafted in accordance with Directive 2011/83/EU (Consumer Rights Directive) and the Estonian Law of Obligations Act (Võlaõigusseadus).

Company details:
Lioriva OÜ (Reg. No. 17425910)
Registered address: Harju maakond, Tallinn, Kesklinna linnaosa, Endla tn 16, 10142, Estonia
Contact: legal@scalelab.digital

1. Nature of the Services

1.1. The Company provides professionally executed digital marketing services (including, where applicable, content creation, campaign support, trend research, and analytics summaries) that are:
● Customized — tailored to the User’s specific brief and requirements;
● Expert-led — involving professional human judgment and manual execution;
● Non-prefabricated — created specifically for the User and not intended for resale as standalone items.

1.2. Because Services are customized and performed manually, the value of work performed may not be recoverable once production has started.

2. Payments and Order Confirmation

2.1. All prices are displayed in EUR prior to payment. Payments are processed via authorized Payment Service Providers (PSPs).

2.2. No storage of card data. The Company does not store or process full payment card details.

2.3. Immediate performance request and proportional payment acknowledgement.
By completing the payment, the User expressly requests the immediate commencement of the Service and acknowledges that, should the right of withdrawal be exercised after performance has begun, the User will be liable to pay a proportionate amount corresponding to the Services performed up to that point, as permitted by applicable consumer protection laws.

3. Commencement of Services (“In Progress”)

3.1. An Order is deemed “In Progress” once the Company has allocated expert resources and has begun research, analysis, preparation, drafting, design, production, or other execution activities for the Order.

3.2. Notification. The User is notified via the User Dashboard and/or by email when the Order status changes to “In Progress”.

3.3. The “In Progress” status marks the operational commencement of work for the Order.

4. EU Consumer Right of Withdrawal (14 Days)

4.1. General rule. If you are a consumer in the EU/EEA, you generally have a statutory right to withdraw from a distance contract within fourteen (14) days, unless an exception applies.

4.2. Immediate performance during the withdrawal period (proportional payment).
Where you request the Company to begin performing the Service during the withdrawal period and you later exercise your right of withdrawal, you may be required to pay an amount proportionate to the Service already provided up to the time you informed us of your withdrawal, in accordance with applicable consumer protection rules.

4.3. Full performance within the withdrawal period.
Where the Service has been fully performed within the withdrawal period following your request for immediate performance, the statutory right of withdrawal may no longer apply to the extent permitted by applicable law.

5. Cancellation & Refund Rules

5.1. Before commencement (not In Progress).
An Order may be cancelled with a full refund only if its status remains Paid / Pending and no work has commenced (i.e., the Order has not moved to In Progress).

5.2. After commencement (In Progress).
Once an Order is marked as In Progress, cancellations and refunds are generally not available, because expert time and resources have been allocated and work has begun, without prejudice to any mandatory statutory rights available to consumers, including the rules on proportional payment described in Section 4.2.

5.3. No refunds for subjective reasons / change of mind.
Refunds are not granted based on:
● dissatisfaction with creative style, tone, or subjective preferences;
● changes in the User’s objectives after work has commenced;
● expectations falling outside the scope of the Service description and/or the confirmed Brief.

5.4. Scope changes.
If the User requests changes that materially expand the scope after work has started, additional fees and/or timeline adjustments may apply. If the User declines the revised scope/fee, refund eligibility (if any) will depend on the stage of performance and non-recoverable costs, in accordance with applicable consumer protection rules.

6. Chargebacks and Disputes

6.1. Before initiating a chargeback, you should contact legal@scalelab.digital to allow us to resolve the issue.

6.2. The Company reserves the right to contest unjustified chargebacks and to provide documentary and technical evidence of Service execution to banks or payment providers, including timestamps, drafts, internal logs, and delivery records.

7. Exceptional Circumstances

7.1. Refunds may be granted (in whole or in part) only in objectively verifiable cases, including:
● material non-delivery of the agreed Deliverables attributable to the Company;
● erroneous duplicate charges;
● a technical failure on the Company’s side that makes execution impossible.

7.2. Where appropriate, the Company may first offer corrective re-performance or a revised delivery timeline before issuing a refund, unless applicable law requires otherwise.

8. Contact

For payment, cancellation, or refund inquiries, please contact: legal@scalelab.digital