Consumer Withdrawal & Refund Policy

Last updated: 18 February 2026

This policy applies to Consumers (as defined in our Terms and Conditions) who enter into distance contracts with CRAVELLE sp. z o.o. for Services. It sets out Your statutory right of withdrawal and explains how refunds are handled.

1. Who This Policy Applies To

This policy applies to Consumers – natural persons acting for purposes wholly or mainly outside of their trade, business, craft, or profession – who purchase Services from the Company at a distance (for example, by email or through the Website).

Business clients (B2B): If You are not a Consumer, refunds and cancellations are governed by the terms agreed in Your individual contract with the Company. In the absence of specific contractual provisions, refunds are not available unless required by applicable law.

2. Your Right to Withdraw

As a Consumer, You have the right to withdraw from a distance contract within 14 days from the date the contract is concluded, without giving any reason.

To exercise Your right of withdrawal, You must inform us of Your decision by means of a clear, unambiguous statement. You may do so by sending an email to:

Your withdrawal statement should include:

• Your full name;
• The date of the order or contract;
• A description of the Service(s) concerned;
• A clear statement that You wish to withdraw from the contract.

To meet the withdrawal deadline, it is sufficient that You send Your communication regarding withdrawal before the 14-day period has expired.

3. Model Withdrawal Form

You may use the following template to exercise Your right of withdrawal, although it is not obligatory:

4. Services Started Before the Withdrawal Period Expires

If You request that the performance of Services begins before the end of the 14-day withdrawal period, and You subsequently exercise Your right to withdraw:

• You shall pay the Company an amount proportional to the Services already performed up to the point at which You informed us of Your withdrawal.
• The proportional amount will be calculated on the basis of the total agreed price for the Services. If the total price is excessive, the proportional amount shall be calculated on the basis of the market value of the Services performed.

If the Services have been fully performed before the withdrawal period expires, and performance began at Your explicit prior request with acknowledgement that You would lose the right to withdraw upon full performance, the right of withdrawal no longer applies.

5. Exceptions to the Right of Withdrawal

The right of withdrawal may not apply in certain circumstances, as permitted by law. These may include (but are not limited to):

• Services fully performed with the Consumer's prior express consent and acknowledgement that the right of withdrawal is lost upon complete performance;
• Supply of digital content not supplied on a tangible medium, where performance has begun with the Consumer's express consent and acknowledgement of loss of the right of withdrawal;
• Other exceptions provided under applicable Polish consumer protection legislation.

Where an exception applies, we will inform You before or at the time of concluding the contract.

6. Refunds

If You validly exercise Your right of withdrawal, the Company will reimburse all payments received from You for the relevant Service(s), less any amount due for Services already performed (as described in Section 4 above).

Refunds will be made without undue delay, and in any event within 14 days from the day on which we are informed of Your decision to withdraw.

Refunds will be made using the same means of payment as used for the original transaction, unless You have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

7. Complaints and Disputes

If You have a complaint about the withdrawal or refund process, please contact us at: cravelle.co@protonmail.com

We aim to respond to all complaints within 14 days. Consumers resident in the EU may also use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

Contact

For questions about this policy, please contact: cravelle.co@protonmail.com