Returns & Complaints Policy

This document specifies the rules governing statutory rights of withdrawal, session rescheduling, cancellations, and complaints handling for advisory and training services provided on paweldomanski.eu, in accordance with the Polish Consumer Rights Act of 30 May 2014 and EU Directives.

1. Eligible Parties

Consumer protection rights set forth in this policy apply to:

  • Consumers: Natural persons entering into a contract unrelated directly to their business or professional activity (Art. 22[1] Polish Civil Code).
  • Sole Traders on Consumer Rights (PNPK): Natural persons conducting business activity where the contract does not possess a professional character for them (Art. 385[5] Polish Civil Code).

Pure B2B relationships between commercial entities are governed by commercial contract law and Section 5 below.

2. Statutory Right of Withdrawal (14 Calendar Days)

Under Article 27 of the Polish Consumer Rights Act, Consumers and PNPK have the right to withdraw from a distance contract within 14 calendar days without providing any reason and without incurring penalties.

The 14-day period begins on the day the agreement is formed (i.e., upon confirmation of the booking or order). To exercise the right, send an unequivocal statement of withdrawal to kontakt@paweldomanski.eu before the deadline expires.

3. Reimbursement of Payments

The Service Provider will reimburse all payments received from the client within 14 calendar days of receiving the withdrawal notice, using the original payment method unless otherwise agreed.

4. Statutory Exceptions to Withdrawal Rights (Article 38)

The right of withdrawal does not apply in the following statutory cases:

  • Fully Performed Services (Art. 38(1)(1)): Service contracts where the service has been fully performed with the consumer's express prior consent and acknowledgment that they will lose their right of withdrawal once the contract has been fully performed by the trader. This applies to completed 4-hour 1-on-1 consultations and workshops.
  • Partial Performance upon Consumer Request (Art. 35): If the consumer requested the commencement of performance during the 14-day withdrawal period, and subsequently exercises their right of withdrawal, they must pay an amount proportionate to what has been provided up to the point of cancellation.

5. Rescheduling and Cancellation of Consultations

  • Free Rescheduling: A confirmed 1-on-1 consultation or team workshop may be rescheduled free of charge up to 48 hours prior to the booked session by emailing kontakt@paweldomanski.eu.
  • Cancellations Under 48 Hours:
    • B2B Engagements: Given the dedicated allocation of the architect's time and strict availability quotas (max 2 sessions/week), cancellations made with less than 48 hours notice are treated as delivered to compensate for reserved capacity.
    • Consumers and PNPK: Retain all rights under consumer law, with deductions strictly limited to direct, provable preparatory costs incurred prior to cancellation.

6. Complaints Procedure

Complaints regarding service delivery, technical flaws, or billing should be submitted to kontakt@paweldomanski.eu.

Please include your name or company, transaction date, detailed description of the issue, and desired remedy.

Statutory Response Deadline: All consumer complaints are investigated and answered within 14 calendar days. Under statutory law (Art. 7a), failure to reply within 14 calendar days constitutes formal acceptance of the complaint.

7. Model Statutory Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract as an eligible Consumer or PNPK)

  • To: Paweł Domański, email: kontakt@paweldomanski.eu, address: [TO BE COMPLETED: Business address]
  • Statement: "I hereby give notice that I withdraw from my contract for the provision of the following service: [TO BE COMPLETED: Name of service, e.g. 1-on-1 Architectural Consultation]"
  • Ordered on / Booked on: [TO BE COMPLETED: Date]
  • Name of Consumer: [TO BE COMPLETED: Full Name]
  • Address of Consumer: [TO BE COMPLETED: Address]
  • Bank Account IBAN for Reimbursement: [TO BE COMPLETED: IBAN]
  • Date and Signature: [TO BE COMPLETED: Date & Signature, required only if sent on paper]