VI
ENArticle 1. Handover methods
Depending on the service, ECM Global may deliver results by email, electronic systems, PDF files, paper documents or delivery services as agreed. Not every service results in a physical product or document.
Article 2. Handover timing and review
Results are delivered according to the agreed schedule, which may depend on processing times at government authorities or third parties. Customers may review the results and request correction of errors for which ECM Global is responsible.
Article 3. Cancellation before work begins
Where the service has not yet been performed and no non-recoverable costs have arisen, the customer’s payment is considered for reimbursement in accordance with the contract and applicable law.
Article 4. Cancellation during performance
ECM Global reconciles the work already completed, legitimate actual costs and fees paid to third parties, and informs the customer of the basis for determining any refund.
Article 5. Services that do not meet commitments
If the cause falls within ECM Global’s responsibility, the company considers remedial action, re-performance, a refund or compensation in accordance with the contract and the law. Where the issue arises from a government authority or a third party, ECM Global coordinates the response and clearly communicates which fees may or may not be recoverable.
Article 6. Refund procedure
The customer submits a refund request; ECM Global verifies the records, progress and costs; responds with the amount and the basis for its handling; confirms the recipient’s payment details; and then makes the refund through the original payment method where appropriate.
Article 7. Third-party fees
Not every fee collected is automatically treated as non-refundable. Government fees and partner costs are reconciled in accordance with the fee recipient’s rules, the valid agreement and applicable law.