Complaints, Cancellation and Refunds

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 and add-ons

Core may ordinarily be cancelled with effect at the end of the current prepaid billing period. It remains available until then and no pro-rated refund is due. Modules, feeds, connectors and other add-ons may be deactivated immediately; their price is calculated only for active days under the Payment and Delivery Terms. No refund is provided for active days already supplied.

Core cancellation at period end also ends services that cannot operate without Core. This ordinary deactivation is not full tenant deletion or an EU Data Act switching request.

5. Full tenant termination

Full termination may be requested by an authorised administrator or another demonstrably authorised person through the authenticated portal or verified communication. The operator may reasonably verify authority and settlement of liabilities. The request must state the requested date; termination cannot take effect before receipt and verification. If no later date is stated and no EU Data Act switch is requested, it takes effect upon verification.

Before confirmation, the customer is warned that full termination deactivates the entire tenant, all users and services, differs from ordinary Core cancellation and may lead to irreversible deletion after the export period.

6. Switching and service continuity

If the customer also requests switching or transfer to its own ICT infrastructure under the EU Data Act, full termination does not take effect before successful completion of the switch, expiry of the agreed transition period or another agreed time. During the notice and transition periods the contract and service remain applicable to the extent necessary for the switch, with reasonable continuity and security.

After effective termination the full tenant operation may be disabled, but exportable data remain available for at least 30 calendar days in export-only or another secure mode. Deletion occurs only under the EU Data Act rules and the data processing agreement.

7. Settlement and refund upon full termination

The prepaid Core price is settled pro rata for the exact time from effective termination to the end of the paid period, rather than by rounded active days. Add-ons are calculated according to actual active days until termination. No refund applies to completed periods, fully delivered one-off work or services already supplied.

The operator may set off due claims, add-on charges, delivered work and pre-approved non-refundable third-party costs. Any balance is returned within 14 business days after effective termination and final calculation, normally by the original payment method; otherwise another method is agreed.

Accounting, tax, contractual, security and audit records required by law may be retained. Backup data are deleted through normal overwrite cycles and are not used for ordinary operation, except for incident recovery or legal obligations.

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.