Refund and Cancellation Policy

Last updated: 13 May 2026. This policy explains how cancellations, refunds and disputes are handled for orders placed with Ciobanu Labs. It is designed to comply with EU consumer law and the policies of our payment processors (Stripe and equivalent).

1. Nature of Our Services

We provide custom, made-to-order digital services (3D models, animation, visualisation). Each project is produced specifically for the client and cannot be resold.

2. EU 14-Day Right of Withdrawal

Consumers in the EU have a 14-day right of withdrawal from the date of order confirmation. By placing an order and asking us to begin production, you expressly consent to immediate performance and acknowledge that you lose your right of withdrawal once production has started, in accordance with § 356 (4) and (5) BGB / Art. 16(a) and (m) of Directive 2011/83/EU. If production has not yet started, you may cancel free of charge by emailing us within the 14-day window.

3. Cancellations

You may request cancellation of a project at any time. Where production has begun, you will be invoiced for:

the non-refundable deposit (where applicable),
all milestones approved or in progress,
and any third-party costs already committed (assets, plug-ins, render time).

Any unused balance will be refunded to your original payment method within 14 days.

4. Refund Eligibility

Refunds may be issued in the following cases:

Duplicate or accidental payment.
Order cancelled before any work has started.
Documented failure on our part to deliver the agreed scope and we are unable to remedy it within a reasonable cure period.

Refunds are not issued for subjective dissatisfaction once the agreed scope has been delivered, or for delays caused by missing client feedback or assets.

5. How to Request a Refund

Email hello@ciobanulabs.de with your invoice number and reason. We respond within 5 business days. Approved refunds are processed via the original payment method (Stripe) within 14 days. Funds typically reach your account within an additional 3–10 business days depending on your bank.

6. Chargebacks

Please contact us before initiating a chargeback. Most issues can be resolved directly. Unjustified chargebacks may be contested with evidence of delivery and acceptance.

7. Online Dispute Resolution

EU consumers may use the European Commission's ODR platform: ec.europa.eu/consumers/odr. We are not obligated and do not commit to participate in proceedings before a consumer arbitration board.