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Who this applies to

EraNative is a business service operated by SMARTEDTECH SL, tax ID B66970831, Carrer Agricultura, 16, 1º, 9ª, 08320 El Masnou, Barcelona, Spain. The statutory right of withdrawal exists for consumers only, that is, individuals who buy for purposes outside their trade, business or profession under a distance or off-premises contract. If you buy for your company or organisation, no statutory withdrawal right applies; your order, proposal or statement of work states the cancellation and refund terms that apply to you, and mandatory remedies for defective supply remain. This policy does not reduce any stronger right you have under the law of your country.

Consumer right of withdrawal

If you are a consumer, you may withdraw from a distance service contract within 14 days of the day the contract is concluded, without giving a reason. To withdraw, tell us before the period ends in a clear statement: by email to support@eranative.com or by post to SMARTEDTECH SL, Carrer Agricultura, 16, 1º, 9ª, 08320 El Masnou, Barcelona, Spain. You may use the model withdrawal form, but you do not have to.

Where the service starts during the 14 days at your express request and you then withdraw, you pay a proportionate amount for what has been supplied up to the time you told us. If the service is fully performed with your prior express request and your acknowledgement that you lose the right of withdrawal once it is fully performed, the right ends as the law provides; starting the service alone is not enough.

Refunds

If you validly withdraw, we refund the amount due without undue delay and at the latest within 14 days of receiving your notice. We refund through the payment method you used, which for online orders is processed by Stripe, without a refund fee. Any deduction for services already supplied is limited to what the law allows.

Defects, duplicate charges and other refunds

These rights are separate from withdrawal and apply to everyone, including business customers. If the service is defective or does not conform to the order, or you were charged twice, write to support@eranative.com with the order reference and we will correct it or refund the amount due. Your statutory and contractual remedies, complaint rights, and any right to dispute a payment with your card issuer are not affected.

Cancelling a recurring plan

Cancelling a renewal is different from withdrawal. A cancellation received before the next renewal stops the following period, as explained in the Sales, Subscription and Payment Terms.

Larger engagements

Custom scopes are defined in a signed proposal and statement of work. Their deliverables, milestones, acceptance tests, maintenance hours and external costs, and any cancellation terms, are stated there.