Complaints, Cancellation and Refunds
Rules for complaints, cancellation and refund assessment for the Nodali B2B service.
1. Scope and contact
These terms govern complaints, deactivation of services, complete account termination and refunds. The operator is David Hošek, doing business under the trade name Progity, Company ID 03956890, with registered office at U Potoka 247, 440 01 Peruc, Czech Republic, registered in the Czech Trade Licensing Register. Complaints and requests are to be sent to hello@noda.li.
2. Service complaints
A complaint must include identification of the customer and tenant, a description of the problem, the time of its occurrence, the affected function or transaction and available supporting materials. The operator will confirm receipt and handle the complaint without undue delay, usually within 30 days; this period is a contractual B2B service target, not a period under consumer regulations. Where resolution requires third-party cooperation or extensive technical analysis, the operator will inform the customer of the expected date.
If the complaint is justified, the operator will, depending on the nature of the defect, provide a repair, substitute performance, repetition of the faulty operation, a reasonable discount or other agreed compensation.
3. Objections to the billing statement
Objections to the consolidated billing statement (for example, an incorrectly billed module, feed or amount) may be raised before payment within the periods specified in the Payment and Delivery Terms (5 calendar days for card payments, until the invoice due date for bank transfers), or subsequently no later than 30 calendar days from the date the statement was issued. If this period expires without an objection, the statement is deemed approved. This does not affect complaints concerning defects in the service under Article 2 or rights that cannot be limited under mandatory law. If a subsequent objection is justified, the operator will refund the difference or set it off against the next billing statement.
4. Deactivating Core, modules and feeds
Core may be deactivated with effect from the end of the currently paid billing period; the service remains available until its end and ordinary deactivation does not give rise to a pro-rated refund. Modules, feeds and other recurring add-on services are billed in arrears based on actual active days; upon their deactivation, the price is calculated only up to the effective day of deactivation and likewise no refund arises. Deactivating Core also terminates, at the end of the period, services that cannot function without Core.
5. Complete account termination
Complete termination and removal of a tenant may be requested through the authenticated customer portal, or in writing from a verified address of an administrator or another person authorised to act for the customer. Before execution, the operator may require verification of authorisation and settlement of all obligations. The operator will confirm the effective termination date to the customer. Before removal, the customer must export any data it wishes to keep.
6. Pro-rated refund upon complete termination
Upon complete account termination, the refund covers only the unused prepaid part of the Core price for the period from the effective termination date to the end of the prepaid period, and other actually prepaid and not yet provided performances. The daily proportion of the prepaid Core price is calculated according to the actual number of days of the relevant billing period. Modules, feeds and other add-on services billed in arrears are not refunded; their price is calculated only up to the effective day of termination.
The operator may set off against the refund any due receivables from the customer, the price of add-on services accrued up to the effective day of termination, one-off performances already delivered and non-refundable third-party costs announced in advance. The refund will be initiated without undue delay, at the latest within 14 business days of confirmation of its amount and conditions. The refund does not cover periods already ended or services fully delivered before termination.
7. Method of refund
The refund is made using the original payment method by which the payment was received, where the rules of the payment service provider allow it; otherwise the method of refund will be agreed. The operator may require the details necessary to identify the payment and the recipient.
8. Unauthorised or duplicate payment
The customer shall report a suspected duplicate, incorrect or unauthorised payment without undue delay. Initiating a chargeback does not relieve the customer of the obligation to cooperate in clarifying the transaction and does not limit the operator's right to demonstrate the legitimacy of the payment.
9. B2B regime
Nodali is not intended for consumers. Consumer rules on fourteen-day withdrawal from distance contracts therefore do not apply to the contractual relationship.