Refund & Cancellation Policy
- General Principles & Service Nature
This Refund & Cancellation Policy governs all digital image restoration and touch-up order requests completed on www.eraseandmend.com.
All operations provided by Eraseandmend consist strictly of electronic, custom digital processing services delivered directly over the web:
One-Off Purchase Structure: Every service order placed on our platform is executed as an individual, one-time commercial transaction. Completing a transaction entitles the client solely to the specific digital image processing requested for that individual order. We do not operate auto-renewing subscriptions or recurring billing schedules.
Immediate Processing: Orders entered into our system are scheduled for immediate execution or queue processing upon payment verification.
- Statutory Right of Withdrawal & Explicit Waiver
In compliance with Article 16(m) of the EU Consumer Rights Directive (Directive 2011/83/EU) and Section 356(5) of the German Civil Code (BGB):
EXPLICIT WAIVER OF THE RIGHT OF WITHDRAWAL:
By purchasing digital image processing services on www.eraseandmend.com, you expressly request and agree that performance of our digital service commences immediately upon confirmation of your order or approval of technical specifications. You acknowledge and accept that once digital processing performance or digital content delivery has commenced, you waive and forfeit your statutory 14-day right of withdrawal (right to cancel or claim a refund) under European consumer protection law.
Prior to order processing, customers confirm this immediate performance request and the corresponding loss of their withdrawal right during checkout.
- Order Cancellation Parameters
Before Service Commencement: You may request order cancellation and receive a full refund if your order cancellation request is received in writing before our team or automated systems have initiated processing on your uploaded files.
After Service Commencement: Once image processing execution has started or digital review previews/files have been made available, order cancellations are no longer eligible for a standard refund due to the immediate resource allocation and digital nature of the service.
- Limited Exceptions & Quality Resolution Framework
While standard statutory withdrawal rights cease upon digital service delivery, Eraseandmend maintains a structured customer support protocol to address genuine processing errors:
Eligible Technical Exceptions:
A refund or complimentary reprocessing request may be considered solely under the following limited circumstances:
The delivered file is corrupted, unreadable, or technically inaccessible due to system errors originating from our platform.
Duplicate payments were processed accidentally for a single order reference.
The completed service fails substantially to meet the mutually agreed explicit order instructions provided during custom quotation.
Review & Reprocessing First Protocol:
If a delivered digital image file contains technical deficiencies resulting from processing, the client must contact our support office within 48 hours of delivery. Eraseandmend will first attempt to rectify the issue by offering complimentary reprocessing within 2 to 3 business days.
Refund Decision:
If a technical deficiency cannot be rectified through reprocessing, a refund for the affected transaction fee may be issued upon technical review and approval by our support team.
- Refund Processing Timelines
When a refund request is approved in writing by our customer assistance office:
Refunds will be processed using the original method of payment utilized during order placement.
Approved refund credits are submitted to financial institutions within 5 to 10 business days. Actual account posting times depend on your card issuer or banking institution.
Refund amounts are issued in Euros (€), matching the original invoice currency.
- Corporate Information & Assistance
For questions regarding an order status, technical file assistance, or refund inquiries, please contact our support office:
Customer Support Email: help@eraseandmend.com