At crimsonpinegames, operated by Crimson Pine Games Sp. z o.o., we strive to deliver high-quality home appliance maintenance and sanitization services. This Refund & Cancellation Policy outlines the conditions, eligible timeframes, and procedure for service cancellations, refunds, and adjustments.
1. Corporate & Legal Details
In compliance with European Union e-commerce consumer protection regulations, our legal entity and primary contact details are provided below:
- Brand Name: crimsonpinegames
- Operating Company: Crimson Pine Games Sp. z o.o.
- Registered Address: Zwycięstwa 10, 44-100 Gliwice, Poland
- Official Website: www.crimsonpinegames.com
- Customer Support Email: appliance@crimsonpinegames.com
- Customer Support Phone: +48 502 069 180
- Service Area: Supported European regions
2. Booking Cancellation & 100% Full Refund Eligibility
We understand that scheduling adjustments occur. You are entitled to a full 100% refund under the following conditions:
- 24-Hour Advance Cancellation: You may cancel your scheduled service appointment free of charge by emailing appliance@crimsonpinegames.com or calling +48 502 069 180 at least 24 hours prior to the confirmed technician arrival time. A full 100% refund will be issued promptly.
- Merchant-Initiated Cancellation: If we are unable to fulfill your appointment due to technician unavailability, operational delays, or logistical constraints, you will be notified immediately and offered a choice between a 100% full refund or a free appointment reschedule.
3. Statutory Right of Withdrawal & European Union Compliance
In compliance with European Union Consumer Rights Law (Directive 2011/83/EU):
- Standard Right of Withdrawal: Customers retain a 14-day statutory right to cancel a booked service starting from the date of payment confirmation, provided the sanitization service has not been fully performed.
- Partial Execution: If you explicitly request service performance to begin during the 14-day withdrawal period, you agree to pay reasonable costs for services actually rendered prior to your cancellation request.
- Completion Expiry: Pursuant to Article 16(a) of EU Directive 2011/83/EU, once the requested sanitization service has been fully performed with your prior consent, the statutory right of withdrawal no longer applies.
4. Service Quality Guarantee & Remediation Protocol
We stand behind our service quality. If you are dissatisfied with the completed sanitization service:
- 48-Hour Reporting Window: Please report any service defects or operational concerns within 48 hours of service completion to appliance@crimsonpinegames.com, including a description or photos of the issue.
- Remediation & Re-Inspection: We will first schedule a complimentary re-inspection or re-cleaning service at no additional cost. If the issue remains unmitigated due to technician oversight following re-inspection, a partial or full refund will be approved upon review.
5. Non-Refundable Conditions
Refunds cannot be granted under the following scenarios:
- Cancellation requests submitted less than 24 hours prior to the confirmed service appointment time.
- Inability of our technician to access the property (No-Show) resulting from invalid address details, locked premises, or customer absence during the agreed service window.
- Claims submitted after the 48-hour post-service reporting window without prior notice.
6. Refund Processing via Stripe
All authorized refunds are processed securely through our primary payment service provider, Stripe Payments Europe, Ltd.
- Original Payment Method: Refunds are credited strictly back to the original credit card, debit card, or payment account used during checkout.
- Processing Timeframe: Once initiated, refund credits typically take 5 to 10 business days to reflect on your financial statement, depending on your card issuer or bank processing times.
7. How to Request a Refund or Reschedule
To initiate a cancellation, refund request, or schedule change, please submit your request along with your Order Reference Number and Service Address to:
- Email: appliance@crimsonpinegames.com
- Phone: +48 502 069 180
- Address: Crimson Pine Games Sp. z o.o., Zwycięstwa 10, 44-100 Gliwice, Poland