Refund & Cancellation Policy

This Refund & Cancellation Policy explains when and how you can request a refund or cancel an engagement with NODUS ICT SOLUTIONS d.o.o. (“Trglobalsoft,” “we,” “us” or “our”). It forms part of, and should be read together with, our Terms and Conditions.

1. Overview

We offer three types of engagement — a fixed-price Discovery Sprint, a milestone-billed Fixed-Scope Project, and a monthly Ongoing Partnership retainer — and refund eligibility differs by engagement type, described below. If you have any concern about an engagement, contact us first — in most cases we can resolve it directly. If you buy as a consumer, your statutory rights described in sections 7 and 8 take precedence over these rules.

2. Discovery Sprint & Fixed-Scope Project Refunds

A Discovery Sprint booking is fully refundable if cancelled more than 48 hours before the scheduled start, and non-refundable once discovery work has begun, since it reflects time already delivered. A Fixed-Scope Project deposit is refundable if you cancel before work begins on the first milestone; once a milestone is underway, that milestone's payment is non-refundable, but any milestone not yet started is refunded in full.

3. Non-Refundable Cases

Refunds are not available in the following situations:

• Once discovery work has begun under a Discovery Sprint booking.
• For a Fixed-Scope Project milestone once work on that milestone is underway.
• For the current billing month of an Ongoing Partnership retainer once that month has started.
• For third-party costs already incurred on your behalf (for example, third-party hosting or API usage).
• Where a Discovery Sprint cancellation request is made less than 48 hours before the scheduled start.

If you are unsure whether a milestone or billing period has already started, contact us before requesting a refund and we will confirm.

4. How to Request a Refund or Cancel a Retainer

To request a refund, or to cancel an Ongoing Partnership retainer, email us at contact@trglobalsoft.com and include:

• The engagement and, where applicable, the milestone or invoice affected.
• The name and email used for the booking or contract.
• The reason for your request.

Ongoing Partnership retainers require 30 days' written notice to cancel; no refund is given for the current billing month, and no charge is made for the following month once cancellation is confirmed. Billing disputes should be raised within 14 days of the relevant invoice.

5. Processing Time

Once approved, refunds are processed within 14 days. Refunds are returned to the original payment method used. Please note that, after we issue a refund, your bank or card provider may require additional time before the funds appear on your statement.

6. Digital Products (Scripts)

PHP Script licenses are delivered as source code immediately after payment, at your express request given at checkout. Once delivery has begun, the sale is final: we do not offer a refund for change of mind, or because the product's behavior differs from what you expected after reviewing the code.

The only exception is a verified defect: if the delivered code does not match the functionality documented on that product's page, contact us and we will fix the defect or, if we cannot, refund the license fee.

License scope

• Regular License — covers a single end product, for your own use or a single client's use.
• Extended License — additionally permits reselling the product to your own clients, or running it as a hosted service (SaaS) for others.

Neither license transfers exclusive ownership of the codebase, and neither restricts us from licensing the same product to other customers.

7. Right of Withdrawal (Consumers)

If you buy as a consumer — a natural person acting outside your business or profession — the Law on Consumer Protection of the Republic of Serbia gives you the right to withdraw from a distance contract within 14 days without giving a reason, subject to the exceptions below.

• Digital content. For digital content not supplied on a tangible medium (PHP Script licenses and source code), there is no right of withdrawal once delivery has begun, if it began with your prior express consent and your acknowledgement that you thereby lose the right of withdrawal. You give this consent by ticking the corresponding box at checkout, and we confirm it in your order confirmation email.
• Services. The right of withdrawal ends once the service has been fully performed, if performance began with your prior express consent. If you withdraw while the service is under way, you must pay the proportionate part of the price for what was performed until you informed us of your withdrawal.
• Business buyers. Companies and entrepreneurs buying for their business are not consumers and have no statutory right of withdrawal; the rules in this policy and in the agreed contract apply to them.

Where you have a right of withdrawal, send a withdrawal statement within the 14-day period by email to contact@trglobalsoft.com or by post to our registered address. You may use the form below or any other unequivocal statement. We refund any amount due without undue delay, and no later than 14 days after receiving your statement, to the same payment method you used.

Withdrawal form

8. Complaints (Non-Conformity)

If a product or service does not conform to its description or to the contract, you can file a complaint by email to contact@trglobalsoft.com, by post, or at our registered address. Please include your order number and a description of the problem.

• We confirm receipt of your complaint without delay and give it a reference number.
• We reply to the complaint within 8 days of receiving it.
• If the complaint is justified, we resolve it — by fixing the defect or, if that is not possible, by a refund — within 15 days, unless we agree a longer period with you.
• We keep a record of all complaints received.

If we cannot resolve a dispute together, a consumer may initiate out-of-court resolution of a consumer dispute before a body on the list kept by the ministry responsible for consumer protection. This does not affect your right to go to court.

9. Contact

See also our Terms and Conditions and Privacy Policy.