This page summarises EU consumer withdrawal rules relevant to SemDev. It applies to customers acting as consumers. Business customers do not receive a statutory consumer withdrawal right unless mandatory law says otherwise or SemDev expressly offers one.
1. General 14-day right
For most distance service contracts, a consumer may withdraw without giving a reason within 14 days from conclusion of the contract. The consumer must communicate an unequivocal decision to withdraw before the period expires.
2. Digital content supplied immediately
For downloadable digital content not supplied on a tangible medium, the consumer normally has a withdrawal right until supply begins. If the consumer asks for immediate access during the 14-day period, the right can be lost once supply begins only if, before supply, the consumer expressly consents to immediate performance, expressly acknowledges that this causes loss of the withdrawal right, and receives the legally required confirmation of that consent and acknowledgement on a durable medium. If these conditions are not met, mandatory consumer rights remain available.
3. Services started during the withdrawal period
If the consumer expressly requests that a service start during the 14-day withdrawal period and later withdraws before completion, the consumer may have to pay a proportionate amount for the part properly performed up to withdrawal, where applicable law permits this and the required pre-contract information was given. If the service is fully performed during the withdrawal period, the withdrawal right may be lost only where all legal conditions for early full performance have been satisfied.
4. How to withdraw
Send a clear statement to [WITHDRAWAL_EMAIL] or [POSTAL_ADDRESS] identifying the customer and the affected order. You may use the model below, but it is not mandatory:
To: [LEGAL_NAME], [WITHDRAWAL_EMAIL]
I hereby give notice that I withdraw from my contract for the following digital content/service: [ORDER / PRODUCT].
Ordered on: [DATE].
Consumer name: [NAME].
Consumer address: [ADDRESS].
Date: [DATE].
5. Refund after a valid withdrawal
Where a valid withdrawal requires reimbursement, SemDev will refund amounts due without undue delay and no later than 14 days after being informed of the withdrawal, using the same means of payment as the original transaction unless another method is expressly agreed and causes no additional cost to the consumer. For services lawfully started at the consumer's request, any permitted proportionate amount for work already performed may be deducted.
6. Faulty or non-conforming digital products
Withdrawal rights are separate from statutory conformity rights. If digital content or a digital service is faulty, not as described, incompatible contrary to the information provided, or otherwise not in conformity with the contract, consumers may have statutory rights to have it brought into conformity, receive a price reduction or terminate the contract and obtain a refund under applicable law. A commercial “no refunds after download” rule cannot override these mandatory remedies.
7. Voluntary refunds
SemDev may choose to grant a refund outside statutory rights on a case-by-case basis. Any such voluntary refund does not reduce future statutory rights and does not create an obligation to grant the same exception in other cases.
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