Refunds, withdrawal and complaints
As at: 15 September 2026
This page gathers in one place everything about withdrawing from the agreement, getting money back and making a complaint. We wanted it to be readable before you buy, and without a lawyer.
This page summarises the documents that bind us and promises nothing beyond them. The binding wording is in the Terms of Service, and for service levels in the Service Level Agreement. If anything differs, those documents prevail.
1. Who may withdraw from the agreement, and who may not
The fourteen day right of withdrawal belongs to what our Terms of Service call a Protected Customer. That is a sole trader who buys the subscription for a purpose outside their own professional line of business. Whether a purchase is professional is judged first of all by the business activity entered in the Polish register of sole traders, known as CEIDG.
Companies and other entities do not have this right, and neither does a sole trader whose purchase is professional in nature. We say this plainly, because it is better to know before buying than afterwards.
If the agreement does not make clear whether the purchase is professional for you, you may state your position on that at the latest at the moment the agreement is concluded. We never make the conclusion of the agreement conditional on such a statement.
Source: Section 2(12) and section 16(15) and (16) of the Terms of Service.
2. Fourteen days, and how to send the statement
The period is fourteen days and it starts on the day the agreement is concluded. For a paid agreement, that is the day the payment provider credits the first payment.
To meet the deadline it is enough that you send the statement before it expires. What counts is the day you send it, not the day we read it.
You may send the statement by electronic mail to kontakt@guardiso.com, or in writing to Guardiso Michał Lewandowski, ulica Święty Marcin 29 lokal 8, 61-806 Poznań. You do not have to give a reason.
You may use the model statement set out as Annex number 1 to the Terms of Service. Using that model is optional. A plain message making clear that you are withdrawing is enough.
We confirm receipt of the statement promptly, by electronic mail, so that you hold proof that it arrived.
Source: Section 16(1) to (5) of the Terms of Service and Annex number 1 to the Terms of Service.
3. How much money comes back after withdrawal
It depends on a single checkbox you see in the order summary. The box is unticked by default, ticking it is voluntary, and it is not a condition of placing an order or of concluding the agreement.
If you did not tick that box, we return the full amount paid when you withdraw. That holds even if you used the platform normally during those fourteen days.
If you did tick it, meaning you asked us to start the service before the withdrawal period ended, then on withdrawal you pay for what you received up to the day of withdrawal. We calculate that amount in proportion to the part of the service already provided, at the price agreed in the agreement. The rest comes back to you.
Ticking the box does not take away your right of withdrawal. Its only effect is that proportionate payment.
If we do not hold evidence that you made such a request, we treat it as not made and return the full amount. We never rely on a request we cannot prove.
A subscription is supplied continuously, so it cannot be fully performed within fourteen days. That is why the right of withdrawal still applies once you have started using the platform.
Source: Section 16(7) to (11) of the Terms of Service.
4. When the money goes back, and by which route
We return the money promptly, and no later than fourteen days from the day we receive the statement of withdrawal.
The refund travels the same way the payment came. If you paid by card, the money goes back to that card. We use another route only if you expressly agree to it and it costs you nothing.
Withdrawing itself costs nothing. The only amount that may be deducted is the proportionate payment described above, and only where you asked us to start the service before the fourteen days ran out.
After withdrawal the agreement is treated as never concluded. On request and at our own cost we hand you back the data you entered or produced on the platform, in a commonly used machine readable format.
Source: Section 16(1), (6) and (14) of the Terms of Service.
5. Complaints, and our fourteen days to answer
You may complain about how the service works, about a lack of conformity with the agreement, or about billing, by electronic mail to kontakt@guardiso.com or in writing to the address given above.
We answer within fourteen days from the day we receive the complaint. We give that answer on paper or on another durable medium, in practice by electronic mail.
If we fail to answer a Protected Customer within that period, the complaint is deemed upheld. This is not a courtesy on our part, it is the consequence the Polish Consumer Rights Act attaches to our silence.
Tell us who is complaining, which organisation it concerns, where we should reply, what happened and what you expect. Missing any of these is not a reason for us to refuse the complaint. We simply ask you to fill in the gap, and the fourteen days still run from the day the complaint arrived.
Using the complaints procedure does not narrow your statutory rights and does not close the way to a court.
Source: Section 15 of the Terms of Service, read together with section 14 on conformity of the service with the agreement.
6. When there is no refund
Cancelling the subscription during a billing period you have already paid for does not bring that payment back. The subscription simply stops renewing, and you keep full access until the paid period ends. This is ordinary cancellation and it is not the same thing as withdrawal.
A proportionate refund of the unused part of a paid period does exist in several situations set out in the Terms of Service. They include termination by us, a change to the service that seriously and adversely affects a Protected Customer, your refusal to accept a change to the Terms of Service or a transfer of rights and obligations, and force majeure preventing the service for thirty days without a break.
A full or partial refund is also available on withdrawal as described on this page, and where the service does not conform to the agreement.
The trial period is free of charge, needs no card details, and nothing is charged when it ends. There is therefore nothing to refund.
Source: Section 10(6) of the Terms of Service, together with sections 7, 12, 24, 25 and 26 to which it refers.
7. Service credit for a missed response time
The service level agreement provides a credit when we miss the response time on a ticket. The credit is available only on the Professional plan and the Enterprise plan. It is not available on the Starter plan or during the trial period.
The credit is calculated on the monthly net fee. It is five per cent for each critical ticket where we missed the response time, and two per cent for each high severity ticket. In total it is capped at twenty per cent for a single billing period.
You apply for the credit through the support channel within thirty days of the end of the month in which we missed the time. We decide within fourteen days. A granted credit reduces your next invoice, and if the agreement has already ended we pay the amount to your bank account within fourteen days.
We do not offer a credit for missing an availability level, because today we do not measure availability. We say so plainly rather than promise a figure we do not track.
Source: Section 13 and section 3(2) and (3) of the Service Level Agreement.
Documents and the model statement
The model withdrawal statement, that is Annex number 1, sits at the end of the Terms of Service.
Open the full Terms of Service with Annex number 1
Who you are dealing with
The provider is Guardiso Michał Lewandowski, ulica Święty Marcin 29 lokal 8, 61-806 Poznań, Poland, tax identification number 6060011996. Statements of withdrawal and complaints reach us at kontakt@guardiso.com.