Refund & Complaints

1. What This Policy Covers

This Return and Complaint Policy (the “Policy”) applies to all digital content purchased on the website studio-folia.com, operated by Ondřej Pirohanič, with registered office at Augustinova 2075/9, Chodov, 148 00 Praha 4, Czech Republic, identification number 04455495. The products covered include website templates, WordPress plugins, Folia Core system licenses, and agency licenses. All products are delivered as digital downloads. A live demo is available for every product before purchase, so you can review the functionality and suitability of the product prior to buying.

2. What We Are Responsible For

We are responsible for ensuring that the digital product you receive, at the moment of delivery, matches the description on the sales page, is complete (i.e., contains all files listed for the particular package), and functions in the environment specified in the product documentation. If the product does not meet these criteria at the time of delivery, you have the right to file a complaint under the terms of this Policy. We do not provide any guarantee that the product will be error-free forever, nor that it will work with every possible combination of third-party software, hosting environments, or custom modifications.

3. What Is Not Considered a Defect

The following situations are not considered defects, and no complaint will be accepted on these grounds:

• Any behavior of the product that results from changes made by you or someone on your behalf to the source code, configuration files, or database structure.
• Incompatibility with third-party templates, plugins, scripts, or custom modifications that were not part of the original product package.
• Operation on hosting environments that do not meet the minimum technical requirements stated in the product documentation.
• Issues caused by your own server configuration, caching, CDN settings, or other infrastructure choices.
• Any issue that arises after you have modified, translated, or otherwise altered the product.
• Loss of data or functionality caused by your own actions or by third-party services.

If you are unsure whether your situation qualifies as a defect, contact us at the email address below and describe the issue. We will assess it fairly.

4. How to File a Complaint

To file a complaint, send an email to [email protected]. In your message, please include the following information:

• Your order number or the email address used at the time of purchase.
• The exact name of the product.
• A detailed description of the defect: what you did, what you expected to happen, and what actually happened. Include any error messages, screenshots, or steps to reproduce the issue.

We may ask for additional information to help us diagnose the problem. Please provide it within a reasonable time. If we do not receive the required information, we may not be able to process your complaint.

5. Time Limits

We will handle your complaint without undue delay, and we will notify you of the resolution no later than 30 days from the day the complaint was filed, unless we agree with you on a longer period. If we need more time, we will inform you in advance and explain the reason. The 30-day period starts on the day we receive your complete complaint, including all necessary information and attachments.

6. How We Resolve Complaints

Depending on the nature of the defect, we will resolve the complaint in one of the following ways:

• If the defect can be fixed, we will repair the product or provide you with a corrected file. This is the standard solution for digital content.
• If repair is not possible or is not reasonable under the circumstances, we will provide you with a replacement product of the same or similar type.
• If neither repair nor replacement is possible, we will issue a refund of the purchase price. The refund will be made to the same payment method used for the original purchase, via Stripe. We do not store your card details.

We will choose the appropriate remedy based on the nature and severity of the defect. If you are not satisfied with the proposed remedy, you may escalate the matter as described in Section 7.

7. Disputes and Consumer Protection

If you are not satisfied with the outcome of your complaint, you have the right to contact the Czech Trade Inspection Authority (Česká obchodní inspekce) at www.coi.cz, which is the body responsible for out-of-court resolution of consumer disputes. This option is available to you as a consumer.

This Policy is governed by the laws of the Czech Republic. However, if you are a consumer residing in the United States, you also retain any mandatory consumer protection rights granted to you under the laws of your state of residence. Nothing in this Policy limits those rights. For consumers in the United States, the Federal Trade Commission (FTC) is the federal agency that handles consumer protection matters, and you may file a complaint with the FTC at reportfraud.ftc.gov if you believe your rights have been violated.

8. Refund Policy for Digital Products

Because our products are digital and delivered as downloads, we do not offer a general right of withdrawal or a 14-day return period. Once you have downloaded the product, you have received the full value of the purchase. However, if the product is defective as described in Section 2, you are entitled to the remedies described in Section 6. We do not offer refunds simply because you changed your mind, found the product unsuitable for your needs, or discovered that it does not work with a third-party service that was not listed as compatible. We encourage you to review the demo and product documentation carefully before purchasing.

9. Privacy and Data Processing

Your personal data is processed in connection with your purchase and any complaint you file. We process data in the European Union, and we apply the standards of the EU General Data Protection Regulation (GDPR) as a baseline for data protection, even when serving customers outside the EU. If you are a resident of California, you have additional rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA). These rights include the right to know what personal information we collect about you, the right to request deletion of your personal information, the right to opt out of the sale or sharing of your personal information, and the right not to be discriminated against for exercising these rights. We do not sell your personal information. To exercise any of these rights, contact us at [email protected]. We will respond within the time period required by applicable law.

10. Payment and Pricing

All prices on studio-folia.com are final and are stated in euros (EUR). Payment is processed online via Stripe. We do not store your card details on our servers. After payment is completed, you will receive an email with a download link. If you do not receive the email within a reasonable time, check your spam folder and then contact us at [email protected].

11. Final Provisions

We may update this Policy from time to time. The version applicable to your purchase is the one published on the website at the time of your order. If any provision of this Policy is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. This Policy does not affect any statutory rights you may have as a consumer under the laws of your country of residence. For any questions regarding this Policy, contact us at [email protected].

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