Refunds and complaints

1. Withdrawal within 14 days

If you are a consumer or a sole trader with consumer rights (a one-person business where the purchase is not of a professional nature for you), you may withdraw from a contract concluded online within 14 days — without giving a reason.

A message to hello@dtl.pl is enough. No form or justification is required.

2. When the right of withdrawal expires

We usually start digital services immediately so that you do not wait two weeks for an audit. That is why at checkout we ask for your explicit consent to begin before the 14 days elapse.

What this means in practice: once the service has been fully performed (when you receive the finished report), the right of withdrawal expires. If you withdraw mid-way, you pay only for the part of the work already done — we refund the rest.

If you do not give this consent, we will simply wait until the withdrawal period ends before starting work.

3. How we refund

• refunds are made within 14 days of receiving your statement
• money is returned via the same channel you paid with — card, Przelewy24 or BLIK
• we charge no fees for processing a refund
• refunds via Przelewy24 and BLIK may take longer than card refunds and are sometimes only possible in full

4. Subscriptions

You may cancel subscription services (e.g. visibility monitoring) at any time — a message to hello@dtl.pl is enough.

The service runs until the end of the paid billing period and does not renew. We do not refund the current, already-started period unless the interruption was our fault.

5. Complaints

File a complaint at hello@dtl.pl. To speed things up, please include:

• which order it concerns (service name, purchase date or payment reference)
• what the problem is — the more specific, the faster we can fix it
• what you expect: a correction, re-performance, or a refund

We respond within 14 days of receiving the complaint. If it is justified, we correct the service at our own cost, or — where that is not possible — refund the corresponding part of the fee.

6. What a complaint does not cover

Services concerning visibility in AI models rely on external systems whose behaviour we do not control. Model answers are non-deterministic and change as those models are updated.

We therefore do not guarantee any particular position, mention or citation in ChatGPT, Gemini, Perplexity or a search engine — and the absence of such a result is not grounds for a complaint. Poor performance of the measurement, analysis or agreed work is.

We say this plainly in the sales conversation too: if anyone promises you a guaranteed position in AI, they are selling something they do not control.

7. If we cannot reach agreement

A Consumer may use out-of-court complaint mechanisms, including the EU ODR platform at ec.europa.eu/consumers/odr, and the assistance of a district or municipal consumer ombudsman.

That said, we would always rather talk first — write to hello@dtl.pl; most matters are settled in a single e-mail.