Last updated: 20 October 2026
Withdrawal and Refund Policy
This policy explains how to withdraw from a contract, request a refund or stop subscription renewals. It does not reduce mandatory consumer rights.
1. How to submit a withdrawal or refund request
For an online request, sign in, open My websites, select the website covered by the contract and choose “Request withdrawal / refund”. Confirm the details shown. We use your account name and email address and the selected website and subscription to identify the contract. We will promptly email you a copy of your request with its content and submission date and time. You may also send a clear statement to [email protected]; you do not need to give a reason.
2. Consumer’s 14-day withdrawal right
If you are a consumer, you may withdraw from a distance contract for a service within 14 calendar days from the day the contract is concluded, without giving a reason. Send your withdrawal notice before the period expires. We will confirm receipt.
For individual customers, page preparation begins after the applicable withdrawal period. If you exercise a statutory withdrawal right, we will process any refund required by law. These statutory rules do not reduce the separate full-refund guarantee described below.
If you validly exercise a statutory right of withdrawal, we will refund amounts due without undue delay and within the statutory period, using the original payment method unless you agree otherwise. We will deduct an amount for service supplied only where the law clearly permits it.
3. Our 14-day full-refund guarantee
This additional guarantee is available to both business and individual customers. For a subscription, request a refund within 14 calendar days after the first subscription payment is charged. If your subscription has a free trial, this period starts on the date of the first charge after the trial, not on the date you sign up. The guarantee covers that first subscription charge in full, including VAT, even if you have used the website service.
For a one-time page setup payment, request a refund within 14 calendar days after the payment is charged at checkout. We will refund the full setup payment, including VAT, even if work has started or the selected pages have been completed. Its 14-day guarantee period is separate from the subscription and any trial.
Submit your request through the account action described in section 1 or email [email protected] before the relevant 14-day period expires. We will initiate the full refund to the original payment method within 14 calendar days after receiving the request. This voluntary guarantee covers the first subscription charge and each one-time page setup payment; later subscription renewals are not included. Statutory rights and remedies remain unaffected.
4. Subscription cancellation and trial
To stop future automatic renewals without requesting a refund, sign in, select the relevant website and choose its subscription cancellation option. Cancel before a free trial ends to avoid the recurring plan charge. A cancellation request and a refund request are separate; cancellation alone does not submit a refund request. Any page setup payment is charged once at checkout, separately from the subscription, and does not change the trial dates.
After a paid subscription renewal has started, cancellation stops the next renewal. The voluntary full-refund guarantee above does not cover later renewals, but this does not exclude statutory rights or remedies for a service that is unavailable or does not conform to the contract.
5. Business customers
The statutory consumer withdrawal right applies to consumers, not to business purchases. The voluntary 14-day full-refund guarantee in section 3 applies to both business and individual customers on the same terms. Business customers can stop future renewals from their account by selecting the relevant website and choosing its subscription cancellation option.
6. Refund processing and service issues
Refunds are processed manually through Stripe to the original payment method. We will send the required refund confirmation. Contact us promptly if the website builder or a page setup you ordered does not match the order. We will investigate and, where required, restore conformity, reduce the price or refund the amount due. Consumer rights for digital services and services remain available under applicable law.
If a consumer complaint is not resolved, you may contact the Latvian Consumer Rights Protection Centre (PTAC): https://www.ptac.gov.lv/en.
7. Model withdrawal statement
To: SIA “ITGROUP LV”, [email protected]. I hereby give notice that I withdraw from my contract for the following service: [describe service]. Ordered on: [date]. Name: [name]. Account email: [email]. Address: [address, optional]. Date: [date].