Refund Policy

1. Overview

This Refund Policy applies to all purchases made through acelvl.com from:

We stand behind the quality of our services. This Policy explains when and how refunds are available, what process to follow, and your rights as a customer under applicable Latvian and EU consumer protection law.

2. Custom Development Services

• Before work begins: 100% refund of any advance payment
• First 25% of project timeline: Refund of advance payment minus the value of work completed
• After 25% of project timeline: No refund of deposit; unbilled work up to cancellation date may be invoiced

We provide up to 2 rounds of revisions at no additional charge for deliverables that do not meet the agreed specification.

3. Consulting & Strategy Sessions

• Cancelled more than 48 hours before: Full refund
• Cancelled 24–48 hours before: 50% refund or option to reschedule
• Cancelled less than 24 hours before or no-show: No refund

4. How to Request a Refund

1. Email us at support@acelvl.com with subject: Refund Request – [Order ID or Project Name]
2. Include: full name, registered email, Order ID, purchase date, project name, reason, and any supporting evidence
3. We will acknowledge within 2 business days
4. We will respond with a decision within 7 business days

Approved refunds are processed to the original payment method within 5–10 business days.

5. EU & Latvian Consumer Rights

This Policy does not limit your statutory rights under the EU Consumer Rights Directive (2011/83/EU) and Latvia's Consumer Rights Protection Law (Patērētāju tiesību aizsardzības likums). You may also contact Latvia's Consumer Rights Protection Centre (PTAC). For alternative dispute resolution, visit the EU ODR platform: ec.europa.eu/consumers/odr.

6. Contact