Payments, withdrawal and delivery

Who receives the payment

The contract and payment are with the seller named below. The same contact handles delivery and complaints.

Payment

Stripe charges the displayed total: €29 for one language, €39 for both or €10 to add the missing language to the same dossier. No tax, fee or other charge is added. There is no subscription.

The addition is bought from the dossier’s delivery page, reached through the private link in the delivery email.

Delivery and delays

Work starts after payment confirmation. The report arrives within 45 minutes of payment. Before delivery, an AI agent reads the complete report. It then goes through quality checks. If those checks find a problem, delivery stays on hold until it is corrected. If a source or PDF composition needs intervention, the order stays open while we retry, repair and, where necessary, finish the work by hand; the buyer receives a message that preparation is taking longer. A delay does not trigger an automatic refund. You can use the remedies for non-supply described on this page, including termination where the law provides.

If the report is not supplied

If the report is not delivered by the agreed deadline, you can ask the seller to supply it at support@kandyb-studio.eu, quoting your order code. Under art. 135-septiesdecies of the Italian Consumer Code (D.Lgs. 206/2005, as amended by D.Lgs. 173/2021), you can terminate the contract if the seller still fails to supply it within a reasonable time or an additional period expressly agreed with you. Supply must take place without undue delay unless otherwise agreed (art. 135-decies).

You can terminate immediately if the seller states, or the circumstances clearly show, that the report will not be supplied; or if delivery by a specific time was essential to you, as agreed or apparent from the circumstances when the contract was made, and the seller misses that time (art. 135-septiesdecies, paragraph 2).

To terminate, tell the seller that you wish to end the contract. The seller refunds all amounts paid without undue delay and within 14 days of receiving your decision, using the same payment method unless you expressly agree to another. You pay no charge or fee for the refund (arts. 135-noviesdecies and 135-vicies).

Italian Consumer Code, arts. 135-septiesdecies, 135-noviesdecies and 135-vicies.

What is delivered

Each purchased language produces a complete PDF. The bilingual option produces two PDFs; the €10 addition reuses the completed job’s readings and maps and produces only the missing edition. The link and files remain available for 90 days from payment; then the files are deleted. Download and keep the PDF. If you lose the link, you can request a new one while the files remain available.

Fourteen-day withdrawal right

A consumer entering into a distance contract normally has 14 days to withdraw without giving a reason. To communicate a withdrawal that remains available, use the online withdrawal form: enter your name, order code and email, then review and confirm your declaration. An acknowledgement is sent by email. You can also email the seller; an unequivocal statement is sufficient.

Digital-content exception

Before payment, the buyer gives prior express consent for performance to begin immediately and acknowledges that the right of withdrawal will be lost once performance has begun and the content has been supplied; the order confirmation email records that consent and is the durable medium.

The exception is Article 59(o) of the Italian Consumer Code for digital content supplied without a tangible medium. It does not remove mandatory remedies for a file that is non-conforming, defective or not delivered, and a delay is not treated as a waiver of the buyer’s rights.

Delay and non-conforming content

There is no automatic refund in the product. A paid order remains open: the service retries, is reviewed and, where necessary, the seller intervenes to produce the purchased PDFs manually. This operating rule does not reduce mandatory consumer rights.

If a file is missing, cannot be opened, belongs to another parcel or does not match the purchased language, report it promptly so the agreed content can be corrected and delivered.

Support and complaints

If the email does not arrive, the link will not open or you wish to complain, email support@kandyb-studio.eu with the order code. A paid order is not abandoned.

If the complaint cannot be resolved directly, the European Consumer Centre where you live provides free assistance.

Response times

We reply within two working days. If a paid dossier has not arrived or will not open, put “Delivery problem” and your order code in the subject; we acknowledge those within one working day.