DKS Solutions GmbH
Am Pfarrgarten 12, 91338 Igensdorf, Germany
Commercial Register: HRB 9368, Amtsgericht Bamberg
Email: billing@dkssolutions.de
1. Overview
At DKS Solutions GmbH (“DKS Solutions”, “we”, “our”, “us”), we are committed to ensuring client satisfaction across all of our professional service areas — including media technology, systems programming, video production, and event solutions. This Refund and Cancellation Policy outlines the conditions under which refunds, credits, or cancellations may be granted.
Our services are generally delivered under project-based contracts and statements of work (SOWs). Due to the customized nature of our work — such as software code, video productions, and integrated AV system design — refunds are evaluated on a case-by-case basis and processed in accordance with the terms below.
2. Eligibility for Cancellation
Clients may request a cancellation within 30 days of purchase, contract signature, or project kick-off, provided that the service has not been fully completed or delivered. Requests received after this period are not eligible for a refund, except as required by law or explicitly stated in the agreement.
For ongoing or milestone-based projects, cancellation is possible up until the start of the next milestone, subject to deductions for work already performed and third-party costs incurred.
3. Refund Assessment Criteria
Refunds are determined based on the portion of the service completed, the resources allocated, and any external costs incurred. When evaluating a refund request, DKS Solutions considers the following factors:
- The proportion of work already completed or delivered deliverables
- Non-recoverable expenses, such as travel, licenses, hosting, and third-party materials
- Hours of consultation, system design, or editing already performed
- Whether the project was paused or canceled at the client’s request
- Whether any confidential materials, designs, or software source code have been shared
Based on these factors, partial refunds may be issued, with deductions for time, materials, and costs already expended.
4. Non-Refundable Items
Certain components of our work are inherently non-refundable due to their bespoke or digital nature. These include, but are not limited to:
- Work already performed or finalized deliverables (e.g., videos, renderings, documentation)
- Custom programming, software source code, and integration work
- Third-party licenses, equipment rentals, hosting, or cloud services purchased for your project
- Fees paid to subcontractors, consultants, or artists engaged on your behalf
- Rush or expedited production fees
5. Refund Request Procedure
To initiate a refund or cancellation request, please contact our billing department via email at billing@dkssolutions.de. Include the following:
- Full name and company name
- Contract or invoice number
- Project name or service description
- Reason for the refund or cancellation request
- Supporting documentation, if applicable
Once your request is received, we will acknowledge receipt within five (5) business days and evaluate your case. If approved, we will notify you of the refund amount and timeline.
6. Refund Processing
Approved refunds are processed to the original payment method used. Please allow up to 14 business days for the refund to appear in your account, depending on your payment provider’s processing time.
In some cases, a credit note may be issued instead of a cash refund, to be used toward future services with DKS Solutions.
7. Late or Missing Refunds
If you have not received a refund after confirmation, please take the following steps:
- Check your bank or credit card statement again.
- Contact your credit card company; posting delays may occur.
- Contact your bank, as processing time may vary.
If after 14 business days the refund has not been received, please reach out again to billing@dkssolutions.de for assistance.
8. Project Modifications and Rework
Instead of a refund, DKS Solutions may, at its discretion, offer reasonable rework or modification of deliverables if the client identifies issues or non-conformities within the agreed specification. Such rework is typically provided within the original project scope and time frame.
Additional modifications or change requests outside the original scope may be subject to additional fees.
9. Force Majeure and Unforeseen Events
In cases where projects are delayed or canceled due to events beyond either party’s reasonable control (e.g., natural disasters, illness, supply chain disruption, or governmental restrictions), DKS Solutions may deduct reasonable expenses already incurred before issuing any refund or credit.
10. Dispute Resolution
DKS Solutions aims to resolve refund-related matters amicably. If a dispute cannot be resolved through direct negotiation, both parties agree to seek mediation before pursuing legal action. The governing law for any dispute shall be that of the Federal Republic of Germany, with venue in Igensdorf, Germany.
11. Updates to This Policy
DKS Solutions reserves the right to amend or update this Refund & Cancellation Policy at any time without prior notice. Changes will be posted on our website with an updated effective date. We encourage you to review this page periodically.
12. Contact
For all questions or refund requests, please contact:
Billing & Accounts Department
DKS Solutions GmbH
Am Pfarrgarten 12, 91338 Igensdorf, Germany
Email: billing@dkssolutions.de
Phone: Available upon request