Refund Policy

Effective date: 05 of December 2025

This Refund Policy applies to purchases made on the marketplace platform operated by

Kartonika Sp. z o.o.,
Al. Armii Ludowej 6/164,
00-571 Warsaw, Poland,
NIP: PL7010516252
(the “Platform”, “we”, “us”).

The Platform is B2B-only (business-to-business). Buyers must order as companies or sole traders.

1) Key principles

1. When paying via the platform, payments are processed through Stripe. You can pay by card, Apple Pay, Google Pay, PayPal, cryptocurrency, and bank transfer.
2. From the beginning of 2026, in accordance with the law, each seller is required to accept the agreement (see the relevant section for sellers) and provide documents about their activities, indicating their details. In this way, the Seller confirms their legal status and transfers control over the performance of their services to the Platform.

3. The Platform ensures payment security and supports dispute processing. Our company is focused on long-term operations, and we ensure transparency and security for sellers and buyers on the Platform. The Platform’s activities are insured by Allianz. The seller is responsible for providing accurate information about themselves and their activities, as well as for the quality of services, delivery of goods in accordance with the description, and timely issuance of documents. The buyer is responsible for timely payment and acceptance of the ordered service.

4. All refund requests must be processed within the Platform. Off-platform payments and off-platform dispute resolution are not supported and may result in loss of protection. In order to ensure the safety of marketplace participants, the Platform reserves the right to block inappropriate sellers and buyers and lower their ratings. In disputed cases, the Platform acts as an arbitrator between the buyer and the seller and has the right to involve third parties to resolve disputes.

2) Definitions

• Buyer – a business customer placing an order on the Platform.

• Seller – a business or professional providing services or selling goods via the Platform.

• Order – a service booking, remote/on-site service, repair service, or goods purchase completed through the checkout.

• Order conversation / support channel – the Platform channel tied to the order, used for scope confirmation, evidence and dispute communication.

• Auto-closure – the order is automatically closed 4 days after the Seller marks it as completed, if the Buyer does not raise a documented issue.

3) Refund eligibility (general)

A refund may be granted when one or more of the following occurs (subject to review and evidence):

• the service was not delivered;

• the delivered result is materially inconsistent with the service description and the agreed scope;

• the goods were not delivered;

• the goods arrived materially not as described or damaged in transit (with proper evidence);

• the Seller does not respond or refuses to resolve a justified issue.

Refunds can be:

• full (100%),

• partial,

• or replaced by rework / corrective action if both parties agree.

4) Buyer obligations and deadlines

To keep protection under this Policy, the Buyer must:

1. Use only Platform channels for agreements and evidence.

2. Report issues promptly. If the Seller marks the order as completed, the Buyer must raise any issue within 4 days(before auto-closure).

3. Provide evidence where relevant:

   • for services: screenshots, files, logs, photos, clear description of what is missing vs. what was agreed;

   • for goods: photos/video of packaging and the item, courier documents, visible damage, tracking events;

   • for booked calls: proof of no-show (timestamps, screenshots), communication records.

If the Buyer does not report issues within the 4-day window, the order may be auto-closed and considered accepted.

5) How to request a refund (process)

1. Step 1 — Request correction / clarification (recommended first):
   Open the order support conversation and clearly describe what is wrong and what remedy you expect (correction, replacement, partial refund, etc.).

2. Step 2 — Refund request:
   If the Seller agrees, the Seller may initiate a refund request through the Platform’s refund workflow.

3. Step 3 — Platform review (if needed):
   If parties cannot agree, the Platform may review the evidence available within the Platform and determine whether a refund (full/partial) is appropriate.

6) Service-specific rules

6.1 Booked consultations (video calls)

A refund may be considered if:

• the Seller did not attend the call (no-show) and did not offer a reasonable reschedule;

• the call was not delivered at all due to Seller fault.

A refund is generally not granted if:

• the Buyer did not attend the call without following the reschedule/cancellation rules stated in the listing;

• the Buyer is dissatisfied with advice that was delivered in good faith and within the promised scope.

6.2 Remote services (software updates, training, design, marketing, etc.)

• Rework/corrections should be requested first through the order conversation.

• A partial refund may be granted if part of the scope was delivered and part was not, based on evidence.

6.3 On-site services (travel to Buyer)

Because travel/time costs are real and often non-recoverable:

• If the Seller arrived and the job could not start due to Buyer-side reasons (no access, unsafe conditions, missing prerequisites), a refund may be limited or denied.

• If the Seller cancels without valid reason or fails to show up, a refund may be granted (full or partial depending on costs already incurred).

6.4 Repair/regeneration services with shipping

• If diagnostics reveals repair is not possible, the diagnostics fee (if listed) may still be non-refundable.

• Shipping costs and courier fees are typically non-refundable, unless the Seller explicitly agreed otherwise.

• Evidence for “not as described” must include diagnosis results, photos, test reports, and shipping condition proof where applicable.

7) Goods: delivery, damage, “not as described”

For goods orders:

• The Buyer must inspect the delivery promptly and document any issues (photos/video).

• If the item is damaged in transit, the Buyer should also follow the courier’s claim procedure.

• “Not as described” claims must reference the product listing and agreed specifications.

8) Non-refundable items and situations

Unless the Seller explicitly offers otherwise, the following are generally non-refundable:

• Custom-made products manufactured to Buyer drawings/specifications (e.g., stamps, dies, embossing plates), if they conform to the approved specification.

• Services fully delivered according to the listing and agreed scope, even if the Buyer’s subjective expectations differ.

• Bank fees, currency conversion fees, intermediary bank charges, and similar costs not controlled by the Platform.

9) Fees and payment timing

• Refunds are processed back to the original payment method where possible, via Stripe.

• Processing times can vary depending on payment method and banking institutions.

• The Platform’s monthly seller payouts do not reduce the Buyer’s rights within the valid refund/dispute window.

10) Prohibited actions affecting refund rights

Refund protection may be denied or limited if:

• the Buyer paid the Seller outside the Platform;

• critical communication and scope agreements happened outside the Platform;

• the Buyer provides false information or forged evidence;

• the Buyer fails to act within the 4-day window after completion.

11) Contact

If you cannot resolve an issue through the order conversation or you need Platform intervention, please use the contact form on the website.
Before contacting us, check our FAQ section — many questions are answered there.

FAQ (Frequently Asked Questions) for Vendors
FAQ (Frequently Asked Questions) for Buyers