Casta Product Engagement, Refund and Cancellation Summary

This summary applies to purchases made through the Casta Product website. It is intended to give customers a clear overview before payment. It does not replace the applicable Statement of Work (“SOW”) or the full Terms of Engagement.

1. Legal entity and commercial details

OWNER CONFIRMATION REQUIRED BEFORE PUBLISHING: Please confirm the exact registered-office format, including whether “Nové sady/2” should be written differently in the official Czech commercial register.

2. What payment covers

Payment through a Casta Product payment button starts only the specifically described service shown with that payment button.

The relevant service description identifies the intended service, price and general delivery period. Where an SOW is required, the final scope, deliverables, assumptions, dependencies, timetable and working arrangements are confirmed in a written SOW agreed with the customer before the relevant work begins.

Payment does not automatically include:

• work outside the service description or applicable SOW;
• additional features, integrations, research rounds, user segments or deliverables;
• software, hosting, third-party subscriptions or other external costs;
• legal, tax, regulatory, financial, cybersecurity or technical certification advice; or
• development work not expressly included in the agreed scope.

Any additional work or material scope change will be discussed and quoted separately before it is started.

3. Pricing, estimates and additional work

Casta Product does not publish hard-coded prices. Every engagement is scoped after an initial call and quoted individually in writing. The quote states the fee, what it covers, the estimated time and how long the quote is valid.

Fees are based on Casta Product’s rate multiplied by the estimated time or on a fixed fee stated in the quote. If the agreed work turns out to need more time or days than estimated, the extra time is charged at the rate stated in the quote and only after you approve it in writing, so you are never billed for additional work you did not agree to.

Casta Product is not a VAT payer so no VAT is added, and no other costs apply. The customer remains responsible for any taxes, withholding obligations or other charges that apply to the customer or to the transaction under applicable law.

Unless the applicable SOW states otherwise:

• larger fixed-fee projects are payable 50% before the start date and 50% before handover;
• smaller fixed-fee engagements are payable in full before the start date; and
• retainers are billed monthly in advance.

OWNER CONFIRMATION REQUIRED BEFORE PUBLISHING: Confirm that the above payment structure and monthly-in-advance retainer rule should apply as the default policy, subject to variation in an SOW.

Work may be paused where an invoice or other required payment is overdue.

4. Timelines, customer cooperation and delays

The customer must provide timely information, access, decisions, feedback and approvals reasonably required for the engagement.

If the customer delays providing information, access, feedback or approvals, the delivery date may move accordingly. Casta Product is not responsible for delay caused by the customer, the customer’s contractors, third-party tools, or events outside Casta Product’s reasonable control.

Customer-requested changes, additional meetings, new requirements, additional integrations or material changes in complexity may require a revised timetable and additional fees. These will be agreed before the additional work is performed.

5. 90-minute Product Decision Review: cancellation and rescheduling

For the 90-minute Product Decision Review:

• cancellations and rescheduling requests should be made at least 48 hours before the scheduled start time;
• rescheduling is subject to Casta Product’s availability;
• Casta Product will wait up to 10 minutes after the scheduled start time for a customer who has not joined;
• a late cancellation or no-show may be treated as a used booking and may not be refundable, subject to the applicable SOW and mandatory consumer law; and
• any written memo or other deliverable already completed before cancellation may be treated as completed work.

OWNER CONFIRMATION REQUIRED BEFORE PUBLISHING: Confirm the 48-hour deadline, 10-minute waiting period and treatment of late cancellations and no-shows.

6. Refunds and cancellation of other services

Refunds are assessed according to:

• the type of service purchased;
• the stage of work reached;
• the applicable SOW;
• amounts already paid to third parties or incurred for the engagement; and
• any mandatory rights available to the customer.

As a general policy for fixed-fee work:

• the client may cancel before the start date for a full refund;
• once the engagement has started the fixed project fee is non-refundable because capacity is reserved and performance has begun;
• the fee remains payable even if the client does not use, review or implement the deliverables;
• client-side delays and missing information, access or feedback do not create a refund entitlement and may extend the timeline; and
• if Casta Product materially fails to deliver the agreed scope, the parties first agree a remedy or a revised delivery date, and if it cannot reasonably be remedied the client may receive a refund for the undelivered part of the agreed scope.

This policy is subject to mandatory rights under applicable law. The applicable SOW may contain service-specific cancellation, termination or refund terms. If there is a conflict, the SOW will apply to the relevant engagement unless mandatory law provides otherwise.

7. Consumer rights (Czech Republic & EU)

Casta Product primarily provides professional services to businesses. If you are a consumer, mandatory consumer protection laws continue to apply and nothing in this summary, the Terms of Engagement or an SOW limits those rights.

For eligible distance contracts, consumers have a statutory right to withdraw within 14 days after the service contract is concluded. This right is lost only if the consumer expressly asks for the work to start before the 14 days end and acknowledges losing that right; in that case the consumer pays for the work already performed.

Mandatory consumer rights prevail over the non-refundable clauses and the liability cap.

Consumers can contact the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI) for out-of-court dispute resolution. Nothing in this summary limits statutory remedies for defective, incomplete or improperly provided services.

For complete statutory instructions, please consult our Consumer Withdrawal Information and Model Withdrawal Form →

8. Documents to read before payment

Before paying, customers should read:

• the full Terms of Engagement;
• the applicable Statement of Work, where provided; and
• the Privacy Policy.

By proceeding with payment, the customer acknowledges that the relevant service description and the applicable contractual documents govern the engagement.

9. Questions, cancellations and refund requests

For billing, cancellation or refund questions, contact: hello@casta-product.com
For general questions, contact: hello@casta-product.com

Please include the customer name, purchase date, service purchased and any relevant booking or invoice reference.