Refund policy

How to ask for a refund

Email us at arachnowebshelp@gmail.com with your name, what you ordered and why you want to cancel. We confirm that we received it and reply within 14 days. Refunds are paid back the same way you paid, within 14 days of the cancellation.

Website

Before we start work: you can cancel at any time and get a full refund.

If you are a private customer (not a business): you have 14 days from the order to withdraw without giving a reason. If you asked us to start work right away, you pay only for the part of the work already done when you withdraw, and the rest is refunded. Once the website is fully delivered at your request within those 14 days, the right of withdrawal ends.

After delivery: if something does not match what we agreed, tell us and we will fix it free of charge. If we cannot deliver what we agreed, we refund the part we did not deliver.

Monthly management

Monthly management is an add-on for a website we build, so it can only be ordered together with one. If the website order is cancelled, the management is cancelled with it.

You can cancel management at any time by email. Cancellation takes effect at the end of the month you already paid for, and there is no charge after that. Private customers can also withdraw within 14 days of first ordering it, paying only for the days already provided.

Social media help

Social media help is a one-time service: we help you set up or improve your page and give you advice. Before we start, you can cancel and get a full refund. Private customers can withdraw within 14 days of ordering; if you asked us to start right away, you pay only for the part already done. Once the help has been fully provided at your request within those 14 days, the right of withdrawal ends.

Discounts

The 5 % bundle discount applies when you order all three services together. If you withdraw from part of a bundle before it is delivered, the remaining services are charged at their normal price and the difference is taken from the refund.

Cancelling monthly management later, as described above, never changes what you already paid for the website or the social media help. The 5 % monthly discount simply ends together with the management.

If we cannot agree

If you are a private customer and we cannot settle a disagreement between us, you can turn to the Czech Trade Inspection Authority (Česká obchodní inspekce), which handles out-of-court consumer disputes: Gorazdova 1969/24, 120 00 Praha 2, adr@coi.gov.cz, coi.gov.cz.