1. When you are a consumer
A consumer is an individual acting outside their trade or profession. An invoice in an individual’s name is not always a consumer contract: the purpose matters. A website enquiry is not an order. Before a contract is concluded, you must receive clear information about the service, total price, possible extras, performance and complaints.
2. Withdrawal from a distance contract
If a service contract is concluded at a distance and the statutory right applies, consumers normally have 14 days from conclusion of the contract to withdraw without giving a reason. For services, that period does not start on completion.
Send an unambiguous statement before the deadline to varjunik366@inbox.eu or by post to Difograaf OÜ, P. Süda tn 1, Tallinn 10118, Estonia. Use of a model form is optional; retain evidence of sending.
Optional withdrawal statement
To: Difograaf OÜ, varjunik366@inbox.eu.
I hereby withdraw from the following service contract: [service and site].
Contract date / reference: […].
Consumer name and address: […].
Date: […].
Signature: only for a paper statement.
3. Starting within the withdrawal period
If you want work to start before the 14 days expire, a separate express request is obtained. A privacy acknowledgement or ordinary quotation enquiry does not replace that request.
If you withdraw after work has begun on that basis, a proportionate amount for services already provided may be payable where the statutory conditions are met. The right may end after full performance only if the service began with your prior express consent and acknowledgement that full performance would end the withdrawal right. Those confirmations are not assumed.
4. Refunds and defective services
After a valid withdrawal, refundable payments are returned without undue delay and normally no later than 14 days after we learn of the withdrawal, using the same payment method unless otherwise agreed. Any lawfully payable proportion for services already supplied is taken into account.
If work does not conform to the agreement, statutory remedies remain available. Depending on the circumstances, these may include correction, a price reduction, termination or compensation. Acceptance of work and the website’s statements about natural risks do not remove mandatory consumer rights.
5. Complaints and independent resolution
Contact us first at varjunik366@inbox.eu. Written consumer complaints receive a response within 15 days. If no agreement is reached, consumers can contact the Estonian Consumer Disputes Committee or a court.
Guidance from the Estonian Consumer Protection and Technical Regulatory Authority: distance-contract information. The European Consumer Centres Network can also assist with cross-border consumer disputes.