Refund Policy

This Refund Policy explains the rules that apply to refunds for the digital products and services purchased through https://webmaster-ramos.com (the "Website") operated by Ruslan Moskalenko, doing business under the trade name Webmaster Ramos (the "Licensor"). This policy is governed by the Spanish Royal Legislative Decree 1/2007 approving the consolidated text of the General Law for the Defence of Consumers and Users (TRLGDCU) and Directive 2011/83/EU on consumer rights.

1. Scope

1.1. This policy applies to consumer purchases of digital content and professional services offered through the Website within the scope of Spanish IAE epígrafe 763 (Programadores y analistas de informática), including without limitation software products and extensions developed by the Licensor for e-commerce, content-management, and other web platforms (by way of example only, Magento / Adobe Commerce extensions and analogous components for other platforms), downloadable artifacts, repository access tokens, custom-development outputs, audit and review reports, the Analyzer Pro pass (time-limited access to the Pro tier of the Analyzer), consulting hours, and project-related knowledge-transfer sessions delivered electronically.

1.2. Business-to-business purchases (where the Customer acts in the course of a trade, business, craft or profession) are governed by the Terms of Service, together with the Software License Agreement where the purchase includes licensed software; the consumer-specific rights of withdrawal described in this policy do not apply to such purchases. Where those documents or the offer itself provide for a refund, the procedural provisions of this policy – how a refund is requested, how it is paid out, and in what time – apply to it.

2. Right of withdrawal – general rule

2.1. Under Article 102 TRLGDCU, consumers resident in the European Union have a right to withdraw from a distance contract within fourteen (14) calendar days of its conclusion, without giving any reason and without incurring any cost other than those provided in Articles 107.2 and 108 TRLGDCU.

2.2. To exercise the right of withdrawal, the Customer must inform the Licensor of the decision to withdraw by an unequivocal statement sent to contact@webmaster-ramos.com before the fourteen-day period expires. The Customer may use the model withdrawal form set out in Annex B of TRLGDCU but is not required to.

3. Withdrawal exemption for digital content

3.1. Pursuant to Article 103(m) TRLGDCU, the right of withdrawal does not apply to the supply of digital content not supplied on a tangible medium where performance has begun with the Customer's prior express consent and acknowledgment that the right of withdrawal will be lost.

3.2. At checkout the Customer is required to:

(a) give express prior consent to the immediate performance of the contract, by ticking an unchecked checkbox stating "I request immediate access to the digital content or service and acknowledge that delivery begins at the moment of purchase – and that I therefore waive my EU right of withdrawal (Article 16(m), Consumer Rights Directive 2011/83/EU)";

(b) acknowledge the loss of the right of withdrawal as a consequence of that consent; and

(c) receive a confirmation of the contract on a durable medium (by email) within a reasonable time after the conclusion of the contract and at the latest at the time of delivery of the digital content, including the confirmation of the prior express consent and acknowledgment.

3.3. Where the three conditions in clause 3.2 are met, the right of withdrawal is extinguished from the moment performance begins, regardless of whether the fourteen-day period has elapsed.

3.4. Where any of the three conditions is not met, the Customer retains the right to withdraw within the fourteen-day period and the Licensor shall reimburse the price within the time-limit set in Article 107.1 TRLGDCU.

3.5. Analyzer Pro pass. The Analyzer Pro pass is digital content supplied by granting the Customer's account access to the Pro tier of the Analyzer for thirty (30) days, together with the number of audit runs stated on the pricing page at the time of purchase. The pass is granted automatically and immediately after payment is confirmed, and performance of the contract begins at that moment – not at the first audit run. Where the conditions in clause 3.2 are met, the right of withdrawal in respect of the pass is extinguished at the grant, in accordance with clause 3.3.

3.6. A pass does not renew and no charge is made after the thirty-day period unless the Customer buys another pass. A pass bought while another pass is still active extends the existing end date by thirty (30) days and adds its audit runs to those remaining.

4. Legal guarantee of conformity

4.1. Independently of the right of withdrawal, the Licensor remains liable for any lack of conformity of the digital content with the contract under Articles 114 to 127 TRLGDCU.

4.2. A lack of conformity exists where the digital content does not match the description, is unfit for the purposes for which digital content of the same type is normally used, or does not show the quality and performance which the Customer may reasonably expect, taking into account the nature of the digital content and any public statements made by the Licensor.

4.3. To exercise the legal guarantee, the Customer shall notify the Licensor of the lack of conformity at contact@webmaster-ramos.com, within two (2) months of becoming aware of it, describing the issue, providing reproduction steps where possible, identifying the order, the version of the digital content, and the environment in which the issue arises.

4.4. In accordance with Article 119 TRLGDCU, where a lack of conformity is established, the Licensor shall first seek to bring the digital content into conformity by patch, update, or correction of the configuration, at no cost to the Customer, in a reasonable time and without significant inconvenience to the Customer.

4.5. A refund of all or part of the price is granted under the legal guarantee only where:

(a) bringing the digital content into conformity is impossible, or would impose costs disproportionate to the value of the digital content; or

(b) the Licensor has failed to bring the digital content into conformity within a reasonable time after the notification under clause 4.3.

In the cases listed in (a) and (b), the Licensor shall:

(i) refund the Customer the proportionate part of the price corresponding to the period during which the digital content was not in conformity; or

(ii) refund the full price where the lack of conformity is so significant that it justifies termination of the contract.

4.6. The legal guarantee does not cover any defect, performance issue, incompatibility, or apparent lack of conformity arising from:

(a) the Customer's hosting environment, operating system, web server, database, PHP version, caching layer, or third-party software, including the Magento / Adobe Commerce core and other third-party extensions;

(b) modifications, customisations, patches, hacks, or workarounds applied to the digital content by anyone other than the Licensor;

(c) use of the digital content outside the documented use cases or beyond the scope of the licence granted under the Software License Agreement;

(d) the Customer's failure to install updates or security patches issued by the Licensor in a timely manner;

(e) hardware failures, network issues, or third-party service outages on the Customer's side;

(f) wilful misconduct, gross negligence, or breach of these terms by the Customer.

4.7. The Licensor's liability under the legal guarantee is, to the maximum extent permitted by applicable law, capped at the amount actually paid by the Customer for the specific digital content giving rise to the claim.

5. Discretionary refunds

5.1. Outside the cases described in Sections 2 to 4, the Customer has no right to a refund. Refund requests of this kind are evaluated by the Licensor on a case-by-case basis and may be granted or refused at the Licensor's sole discretion.

5.2. Where the Licensor grants a discretionary refund – for example in the case of an erroneous double charge, an order placed in error and not yet downloaded or accessed via the repository, or a duplicated coupon redemption – the Licensor may impose conditions, including the destruction of any local copy and the deactivation of any associated repository token.

5.3. Refund requests submitted more than thirty (30) days after the date of the order are presumed to be outside the discretionary scope and may be refused without further explanation, except where the Customer raises a valid claim under Section 4 (legal guarantee) within the time-limit set in clause 4.3.

5.4. The fact that the Licensor grants a discretionary refund in one case does not create any obligation, course of dealing, or precedent to grant a refund in any other case, including where the circumstances are similar.

5.5. The following are explicitly non-refundable, except where mandated by applicable law:

(a) digital content where performance has begun with the Customer's prior express consent and acknowledgment that the right of withdrawal will be lost (Section 3);

(b) consulting hours, audit slots, and review sessions already booked or delivered;

(c) repository access tokens that have been used to download or install the digital content, regardless of whether the Customer subsequently removed the digital content;

(d) free-tier audit outputs, evaluation copies, or promotional items delivered without charge;

(e) discounts, vouchers, store credit, or coupon values used in a refunded order.

6. Refund procedure

6.1. Approved refunds are processed within fourteen (14) calendar days from the date the Licensor confirms the refund in writing.

6.2. Refunds are issued by the same means of payment used for the original transaction, unless the Customer expressly agrees otherwise. Where the original means is no longer available (for example, an expired card), the Licensor shall agree an alternative means with the Customer in writing.

6.3. The Customer shall not incur any fee as a result of the refund; however, the Licensor is not responsible for currency-conversion losses, bank fees, or third-party platform fees that may apply on the Customer's side.

6.4. Upon refund of an order that granted access to a software product or repository token:

(a) the licence under the Software License Agreement terminates automatically;

(b) any repository access tokens issued for that order are deactivated;

(c) the Customer shall, within seven (7) calendar days of the refund, cease all use of the digital content and destroy or permanently remove all copies, including copies installed on production and non-production environments, copies retained in version-control systems, container images, deployment artifacts, and backups, and shall confirm such destruction in writing upon request; and

(d) the obligation in clause 6.4(c) survives termination of the contract; the Licensor may seek injunctive relief and damages for continued use of the digital content after the refund without prejudice to any other right or remedy.

6.5. Upon refund of an order that included an Analyzer Pro pass, the pass is withdrawn from the Customer's account at the moment of the refund, together with its audit runs. Where the refunded pass extended an earlier pass, only the extension is withdrawn and the earlier end date is restored.

7. Chargebacks and payment disputes

7.1. Where the Customer disputes a charge through the bank, card network, or payment service provider (a "chargeback") without first attempting to resolve the matter directly with the Licensor at contact@webmaster-ramos.com:

(a) the Licensor may immediately and without notice suspend the Customer's account, revoke any licence granted, and deactivate any repository access token associated with the disputed order;

(b) the Licensor may submit evidence to the bank, card network, or payment service provider to dispute the chargeback, including without limitation the IP address used at checkout, payment receipts, download or repository-access logs, the prior express consent and acknowledgment of immediate performance under clause 3.2, and any communication with the Customer;

(c) the Customer remains liable for any chargeback fee, currency- conversion loss, and reasonable cost incurred by the Licensor in disputing the chargeback, which the Licensor may invoice separately;

(d) where the chargeback is reversed in favour of the Licensor, the licence and access may be reinstated upon written request from the Customer, provided the Customer pays any outstanding amount together with the costs referred to in clause 7.1(c);

(e) where the chargeback is upheld in favour of the Customer, the licence terminates automatically as set out in Section 6.4 and the destruction obligation in clause 6.4(c) applies as if a refund had been granted under this policy.

7.2. The Licensor may, at its sole discretion, refuse to provide further services to a Customer who has triggered a chargeback, including by closing the account and refusing future orders from the Customer or any associated payment instrument.

7.3. This Section 7 does not affect the consumer rights described in Sections 2 to 4 where the Customer first attempts in good faith to resolve the matter directly with the Licensor before initiating a chargeback.

8. Coupons and promotional discounts

8.1. Refunds for orders placed using a coupon or promotional discount are calculated on the basis of the price actually paid, not on the nominal price before discount.

8.2. Coupons consumed in a refunded order are not restored, except where the Licensor expressly agrees otherwise in writing.

9. Out-of-court dispute resolution

9.1. The Customer may submit a complaint via the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/, in accordance with Article 14 of Regulation (EU) 524/2013.

9.2. The Customer may also contact the Spanish consumer authority of the relevant Comunidad Autónoma or the Customer's country of habitual residence within the European Union.

9.3. The Licensor is not subject to and does not commit to any alternative dispute-resolution scheme other than the platform referred to in clause 9.1, except where mandated by applicable law.

10. Contact

For any question relating to this policy, refunds, or the legal guarantee, the Customer may write to contact@webmaster-ramos.com or via the contact form. Full identification of the Licensor is published at Legal Notice.

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This Refund Policy is published as version 1.1.2 with effective date indicated on the public page. Future versions, if any, will be published at the same URL with the previous version archived at a permanent link.