1. Overview and Scope
This Refund and Cancellation Policy governs all online deposit transactions and offline service fee settlements conducted through www.vivyinstaler.com. By booking our professional domestic culinary support and household assistance services, the client agrees to adhere strictly to the timeframes, parameters, and financial conditions outlined herein, in accordance with the laws of the Republic of Lithuania and applicable European Union consumer regulations.
2. Two-Stage Transaction and Refund Framework
Our commercial structure operates via a distinct two-stage workflow, which directly dictates our refund eligibility parameters:
- Stage One (Online Deposit): When a client reserves a culinary service package on www.vivyinstaler.com, an initial deposit is paid online to secure the scheduling slot.
- Stage Two (Offline Final Settlement): The remaining balance for the bespoke on-site domestic assistance is calculated based on actual services rendered and settled offline upon completion of the work.
3. Cancellation and Refund Timeframes
Clients may request booking modifications or cancellations subject to the following rigid timeframes:
- Cancellations Made 48 Hours or More Prior to Service Execution:
- If a client submits a written cancellation request via email to housekeeper@vivyinstaler.com no later than 48 hours before the scheduled service commencement time, the initial online deposit may be eligible for a full or partial adjustment, or credited toward a rescheduled booking, evaluated within 14 business days of the request.
- Cancellations Made Less Than 48 Hours Prior to Service Execution:
- Cancellation requests received within 48 hours of the scheduled service start time, or failure of the client to provide operational access to the residential premises at the designated time, will result in the complete forfeiture of the online deposit. This retention covers allocated scheduling overhead and administrative deployment costs.
- Statutory Withdrawal Rights (EU Distance Selling Compliance):
- In accordance with European consumer protection directives concerning off-premises and digital service arrangements, clients retain a 14-day statutory cooling-off period from the date of initial online booking, provided that the service has not already been fully executed. If a client explicitly requests the commencement of fulfillment within the 14-day window and service delivery begins, the right to a refund for the utilized portion of the service or associated allocated deposit is extinguished once performance is complete.
4. Refund Request Procedure and Processing Timeframes
- To initiate a formal refund review within the permitted timeframes, clients must contact our administrative support team via email at housekeeper@vivyinstaler.com with complete booking identification details.
- Approved monetary refunds will be processed and credited back through the original online payment method within 14 business days from the date the refund agreement is formally confirmed by our administration.
5. Governing Law and Dispute Jurisdiction
This Refund and Cancellation Policy shall be governed by, construed, and enforced in accordance with the substantive laws of the Republic of Lithuania. Any legal disputes or claims arising out of or relating to financial transactions or refund determinations shall fall under the exclusive jurisdiction of the competent courts located in Lithuania.