Rella Digital Agency Information Technologies and Trade Inc. (“Rella Medya”) aims to manage the delivery, cancellation and refund processes related to the digital services and project-based works provided to its customers in a transparent manner.
This Delivery and Refund Policy sets out the general terms applicable to services purchased or contracted through rellamedya.com or directly through communication with Rella Medya.
DELIVERY OF SERVICES
Most of the services provided by Rella Medya consist of digital services and project-based work. In addition to services such as website development, custom software development, SEO/SEM services, social media management, advertising management, graphic design, e-commerce setup, digital content production and similar services, various products and services may also be sold through e-commerce platforms and Rella Medya’s own e-commerce websites.
Depending on the nature of the service, project deliverables may be provided to the customer through:
• Email,
• Test or live website links,
• Cloud storage and file-sharing systems,
• Administration panels or user accounts,
• Server or hosting environments,
• Digital file transfers.
For services such as professional photography and video production that are carried out at a physical location, the performance of the service and the digital delivery of the resulting content are considered part of the delivery process.
DELIVERY TIME
As the scope of each service and project may vary, delivery times are specified separately in the quotation, order, service agreement or project plan provided to the customer.
Where information, documents, images, content, access credentials, approvals or other materials are required from the customer for the completion of a project, delays or incomplete submission of such materials may result in an extension of the delivery period.
Additional requests made by the customer that fall outside the initially agreed project scope may also affect the delivery schedule. In such cases, the customer will be informed and a revised work and delivery schedule may be determined.
CANCELLATION AND RIGHT OF WITHDRAWAL
For distance transactions carried out by customers acting as consumers, all rights arising under applicable consumer protection legislation, including statutory withdrawal rights where applicable, are reserved.
If performance of the service has not yet started, cancellation or refund requests will be evaluated in accordance with the applicable agreement and relevant legislation.
If performance of the service has already started upon the customer's request and/or approval, any refund request may be evaluated by taking into account the work already completed, resources allocated to the project and payments made to third parties.
Where the performance of a service begins before the expiration of the statutory withdrawal period with the customer's explicit consent, or where a service is supplied electronically and performed immediately, statutory exceptions to the right of withdrawal may apply in accordance with applicable legislation.
REFUNDS AFTER A PROJECT HAS STARTED
If work on a project or service has already commenced, refund requests will be evaluated based on the current stage of the project and the work completed up to the date of the request.
The following may be taken into consideration when determining any refundable amount:
• Completed work and services,
• Labour and resources allocated to the project,
• Licences purchased for the project,
• Domain name and hosting services,
• Software, themes, plugins and third-party service fees,
• Advertising budgets already transferred to advertising platforms,
• Other expenses incurred specifically for the project.
Payments made to third-party service providers that are non-refundable under the relevant provider's terms may be deducted from any refundable amount, subject to mandatory provisions of applicable law.
COMPLETED AND DELIVERED SERVICES
Refund requests relating to services that have been approved, completed and delivered will be evaluated in accordance with the relevant service agreement, the nature of the project and applicable legislation.
Any errors or deficiencies identified after the delivery of a website, software, design, digital content or other customer-specific work will first be addressed within the agreed project scope and any applicable revision terms.
Requests for new features, designs or additional work that fall outside the agreed scope may be considered additional services and may be subject to separate fees.
THIRD-PARTY SERVICES
Projects may require the purchase or use of third-party products and services, including but not limited to:
• Domain names,
• Hosting and server services,
• Themes and plugins,
• Software licences,
• Advertising services and advertising budgets,
• SMS or email services,
• API services,
• Other external digital services.
Cancellation and refund conditions for such services may be subject to the terms and policies of the relevant third-party service provider.
Rella Medya may not be responsible for refunding payments made to third parties where such payments are non-refundable by the relevant provider, without prejudice to any mandatory consumer rights arising under applicable law.
REFUND PROCESS
Where a refund is approved, the refundable amount and refund method will be communicated to the customer.
Where reasonably possible, refunds will be made using the same payment method used for the original transaction.
Processing times relating to banks, credit card providers or payment institutions may vary and are outside the direct control of Rella Medya.
FORCE MAJEURE
Delays in service performance or delivery may occur due to events beyond the reasonable control of Rella Medya, including but not limited to:
• Natural disasters,
• War,
• Epidemics or pandemics,
• Strikes,
• Internet or infrastructure interruptions,
• Server or data centre failures,
• Decisions or restrictions imposed by public authorities,
• Other similar circumstances beyond reasonable control.
In such cases, the customer will be informed as soon as reasonably possible and appropriate measures will be taken to maintain the continuity of the service.
REQUESTS AND CONTACT
For delivery, cancellation or refund requests, customers may contact Rella Medya and provide the relevant details regarding the purchased service or project.
Email: web@rellamedya.com
Requests will be evaluated by taking into consideration the scope of the service, the current stage of the project, the agreement between the parties and applicable legislation.
CHANGES TO THIS POLICY
Rella Medya reserves the right to amend this Delivery and Refund Policy in accordance with applicable legislation.
Any updated version of this policy will become effective as of the date it is published on rellamedya.com.
