Payments, withdrawal and delivery

Who receives the payment

Your contract is with the seller named below, who also receives the payment and handles delivery and complaints.

Payment

The price is €39 VAT included per report, paid once by card through Stripe, with no subscription. The amount Stripe shows before you pay is the amount charged.

Delivery and delays

Work starts when the order is confirmed. The report appears as a PDF on the private order page within 24 hours, and stays there for 90 days. We also email you the link as soon as the report is ready.

If a source or the PDF assembly needs attention, the order stays open while we retry, check the file and, where necessary, finish the report by hand.

Fourteen-day right of withdrawal

A consumer buying at a distance normally has 14 calendar days, counted from the day the contract is concluded, to withdraw without giving a reason. To withdraw while that right still applies, use the online withdrawal function (Withdraw from the contract here) or write to the seller with the order email and the report reference. A clear statement is enough; you may use the model withdrawal form set out in the law, but you do not have to.

The digital-content exception

Before payment, a separate unticked box lets you ask for work on the report to start at once and acknowledge that you lose the right of withdrawal once performance has begun and the content has been supplied. The order confirmation records that consent. Without the box ticked the order is not sent.

This is the exception in Article 103(m) of the Spanish consolidated consumer protection act (Real Decreto Legislativo 1/2007, TRLGDCU) for digital content not supplied on a tangible medium. See also Article 16(m) of Directive 2011/83/EU. The right is never treated as lost before the legal conditions are met.

Delay and non-conforming content

We do not refund an order automatically when something goes wrong. A paid order is finished, not abandoned: if something fails, work resumes and continues until the report is in your hands. This operating rule does not reduce your statutory rights. If the file is missing, will not open or belongs to another parcel, tell us straight away so that we can correct it and deliver what you paid for.

If the report does not arrive in the time announced, you can ask us to deliver it. If we still do not deliver it without undue delay after your request, or within an extra period we agree with you, you can end the contract and we refund the full amount, by the same means of payment, within 14 days.

If the report does not conform to the contract (a chapter is missing, it covers another parcel or the file is damaged), the legal guarantee of conformity applies to any fault that shows within two years of supply: we bring it into conformity free of charge. If that is not possible, if we do not do it within a reasonable time, if the fault comes back or if it is serious enough to justify acting at once, you can ask for a price reduction or end the contract. Any refund is made by the same means of payment within 14 days.

Support and complaints

If the report does not appear on the order page, will not open or you want to complain, write to support@kandyb-studio.eu with the report reference. Do not send your full card number.

If we cannot resolve it directly, you can contact the Centro Europeo del Consumidor en España or the European Consumer Centre in your country free of charge. The EU ODR platform closed on 20 July 2025; current information is on the European Commission's Consumer Redress portal.

Online withdrawal

Withdraw from the contract here. This free online function is available without logging in. Enter your name, order code and confirmation email address, review the summary and select “Confirm withdrawal”. We record your statement and acknowledge receipt on a durable medium. This implements Article 11a of Directive 2011/83/EU, inserted by Directive (EU) 2023/2673.