Cancellation & Refund Policy

01Consumer right of withdrawal

A Consumer may withdraw from a distance contract (concluded online, by e-mail or by phone) within 14 days of its conclusion, without giving reasons, by sending a clear statement to [email protected]. The form below may be used but is not mandatory.

If the Consumer expressly requested that the service begin before the withdrawal period ends, the Consumer pays a proportionate amount for the services provided up to withdrawal. If the service has been fully performed with the Consumer's prior express consent and acknowledgement that the right of withdrawal is thereby lost, the right of withdrawal ends.

The right of withdrawal does not apply to: domain registrations or renewals (executed immediately at the registry using the Consumer's data); SSL certificates and third-party licences once issued; or services made to the Consumer's specification, for work already performed.

02Hosting money-back guarantee

New clients ordering a shared web-hosting plan for the first time may cancel within 14 days of activation for a full refund of the hosting fee — whether they are Consumers or business clients.

The guarantee excludes domain, SSL, licence and setup fees. It applies once per client and does not apply where the service was terminated for breach of the Acceptable Use Policy.

03Non-refundable

• After 14 days, if a prepaid service is cancelled early, the service runs until the end of the paid period and the unused part is not refunded.
• Domain, SSL, licence, setup and migration fees are not refunded.
• Project advances and payments are not refunded to the extent they correspond to work performed and third-party costs already incurred.
• The monthly maintenance fee for a month already started is not refunded.
• No refund is given where the contract is terminated for breach of the Terms of Service or the Acceptable Use Policy, or for non-payment.

If VAMAS terminates the contract through no fault of the Client, the Client receives a pro-rata refund for the prepaid, unused period.

04Cancelling a project

The Client may cancel a project (web design, development, IT project) at any time in writing. The Client then pays for all work performed up to cancellation, at the agreed or current rates, and for third-party costs VAMAS has already committed to. If the advance exceeds these amounts, the difference is refunded.

05Refund procedure

Send your request to [email protected] quoting the invoice number. Approved refunds are paid within 14 days, using the same payment method or to the account the payment came from. Where a Consumer withdraws within the statutory period, the refund is free of charge for the Consumer.

If the Client initiates a chargeback with its bank or payment institution without contacting us first, VAMAS may suspend the service until the dispute is resolved.

06Model withdrawal form

This English text is a translation; the Macedonian version prevails. Questions: [email protected].