Withdrawal and refund policy

Last updated: 3 October 2026

This policy explains your right of withdrawal, how to cancel services and when we issue refunds. It implements Directive 2011/83/EU on consumer rights and the Civil Code of the Republic of Lithuania. It forms part of our Terms of Service.

1. Right of withdrawal for consumers

If you are a consumer and conclude a contract with us at a distance (online, by e-mail or by phone), you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day the contract was concluded.

To exercise the right of withdrawal, inform us (MB Kodvalley, Laisvės pr. 60-1107, Vilnius, Lithuania, info@kodvalley.com, +370 659 95 038) of your decision by a clear statement, for example an e-mail. You may use the model withdrawal form below, but it is not obligatory. It is sufficient to send your notice before the withdrawal period has expired.

2. Effects of withdrawal

If you withdraw, we will reimburse all payments received from you without undue delay and in any event no later than 14 days from the day we receive your notice. We use the same means of payment you used, unless you expressly agree otherwise; you will not incur any fees for the reimbursement.

If you asked us to begin the service during the withdrawal period, you must pay an amount proportionate to what has been provided until you informed us of the withdrawal, compared with the full coverage of the contract.

3. Exceptions

The right of withdrawal does not apply, or ends early, in the cases set out in Article 16 of Directive 2011/83/EU, in particular:

• service contracts after the service has been fully performed, if performance began with your express prior consent and your acknowledgement that you lose the right of withdrawal once the contract has been fully performed; this applies for example to a completed domain registration or a completed server setup;
• digital content not supplied on a tangible medium, once supply has begun with your express consent and acknowledgement;
• goods or services made to your specifications or clearly personalised.

4. Business customers

The statutory right of withdrawal does not apply to business customers. Cancellations and refunds for business customers are governed by the proposal, the contract and the rules below.

5. Cancelling recurring services

• Servers, VPS, hosting, licences and other subscriptions can be cancelled at any time in the client portal or by e-mail, effective at the end of the current billing period.
• Fees already paid for the current billing period are not refunded, unless the law requires otherwise or the cancellation is caused by our failure to provide the service.
• One-time setup fees cover work already performed and are not refundable after the setup has been completed.
• Domain registrations and renewals cannot be refunded once submitted to the registry, because the registry fee is charged immediately.

6. Professional services

Professional services (for example penetration tests, software development and consulting) are cancelled as agreed in the proposal. Unless agreed otherwise, if you cancel less than 5 working days before an agreed start date, we may charge reasonable costs already incurred and reserved time, up to 25% of the fee for the cancelled phase. Work already performed is charged in full.

7. Service credits

If we do not meet an availability commitment in a service level agreement, you receive the service credits set out there. Service credits are applied to future invoices.

8. How to request a refund

Send your request with the invoice number to info@kodvalley.com or open a ticket in the client portal. We confirm receipt and give a decision within 14 days. Approved refunds are paid by bank transfer to the account from which the payment was made.

9. Disputes

Consumers may refer unresolved disputes free of charge to the State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba), Vilniaus g. 25, 01402 Vilnius, www.vvtat.lt.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: MB Kodvalley, Laisvės pr. 60-1107, Vilnius, Lithuania, info@kodvalley.com

I hereby give notice that I withdraw from my contract for the provision of the following service: ____________________

Ordered on / received on: ____________________

Order or invoice number: ____________________

Name of consumer: ____________________

Address of consumer: ____________________

Signature of consumer (only if this form is sent on paper): ____________________

Date: ____________________