Payment, refund and cancellation terms

This is a preliminary version: the service is undergoing pilot testing. Final approval by a lawyer will take place before the public launch. This page describes the actual terms of the platform as of today.

The Ukrainian version of this document prevails; this English translation is provided for convenience.

Version of 30 July 2026 · version 1.0 (preliminary — pilot testing) · an integral part of the Public Offer of Defend24 (defend24.org/oferta.html)

1. General provisions

1.1. These Terms define the procedure for paying for the services of the Defend24 platform, for cancelling services and for refunds. Capitalised terms have the meaning given in the Public Offer.

1.2. The Service fee is the fee for the information technology and organisational services of the Platform (section 3 of the Offer). It is not the Advocate’s fee and does not include it; fee matters are resolved by the Client’s separate agreement with the Advocate, and the Platform neither receives nor refunds fee moneys.

1.3. The version of these Terms in force at the moment of payment applies to the payment, unless a newer version is more favourable to the Client.

2. Payment methods and currency

2.1. Payment is accepted by bank card through the LiqPay payment service (JSC CB “PrivatBank”).

2.2. Prices are set in euros (EUR) and shown on the Pricing showcase (website, Telegram bot, app). The hryvnia equivalent next to the price is indicative, at the National Bank of Ukraine rate on the day of display. The charge is made in hryvnia; the exact amount is determined by the payment system at its rate on the day of payment.

2.3. The Platform does not receive and does not store the full card details of the Client — they are processed by the payment service.

3. Payment procedure

3.1. An order is formed in the Account, in the bot or on the website; the order price is determined by the Platform’s server according to the Pricing showcase at the moment of ordering.

3.2. A Subscription is activated after the Platform receives confirmation of successful payment from the payment service. A one-off service is taken into work after the same confirmation.

3.3. The cost of a current Subscription does not change during the paid period; renewal is at the price fixed when the Subscription was taken out.

4. Fiscal receipt

4.1. The settlement document (fiscal receipt) for every accepted payment is provided to the Client in accordance with the legislation on payment transaction recorders. During the pilot testing, online payments are not accepted.

5. Right of withdrawal and refund guarantees

5.1. The right under the law. The Client has the right to withdraw from a distance contract by notifying the Platform within fourteen days (Article 13 of the Law of Ukraine “On Consumer Protection”). The period is counted: from the moment of confirmation of the information required by part two of that Article — as a general rule; from the moment of conclusion of the contract — only where under the second paragraph of part three of that Article the confirmation of the information is not required. If the confirmation of the information does not meet the requirements of the law, the withdrawal period is ninety days from the receipt of such information.

5.2. The statutory exception. The right of withdrawal does not apply (unless the contract provides otherwise) only where the provision of the service by electronic means of communication, with the consumer’s consent, took place before the expiry of the withdrawal period and the consumer was informed of this in the confirmation of the information. The Platform does not interpret this exception more broadly than the law: the mere activation of access is not considered full provision of the services of the paid period.

5.3. The Platform’s wider guarantees. Regardless of clauses 5.1–5.2, the Platform voluntarily gives the Client the refund options defined in sections 6 and 7. These Terms do not narrow the consumer’s statutory rights; in the event of a discrepancy, the rule more favourable to the Client applies.

6. Refunds for a Subscription

6.1. No Alert was created. If during the paid period the Client created no Alerts and ordered no attendance, the Client may cancel the Subscription at any moment of the period. The refund amount is calculated by the formula: the amount paid for the period × (the number of full calendar days from the day following the day the application is received to the last day of the paid period inclusive ÷ the total number of calendar days of the paid period), rounded to the kopiyka.

6.2. An Alert was created / an Advocate attended. The Platform’s services of taking the Alert, dispatching and organising the attendance are actually rendered. The refund amount in that case is: the amount under the formula of clause 6.1 minus the cost of the organisation of the attendance for each Alert of the paid period — at the price of the one-off “attendance organisation” item of the corresponding type in force on the Pricing showcase on the day the Alert was created and recorded in the Platform’s order records. The deduction concerns only the Platform’s services; the Advocate’s fee and actions are not included in the calculation (they are not part of the Service fee). The refund amount cannot be negative: if the deductions exceed the amount under clause 6.1, the refund equals zero.

6.3. A full refund of a Subscription payment terminates access under that payment from the moment the refund is applied; a partial refund does not terminate the Subscription.

6.4. Knowingly false Alerts confirmed as abuse do not reduce the deduction under clause 6.2.

7. Refunds for one-off services

7.1. If the performance of a one-off service has not yet begun (no Advocate has been assigned to the Alert or order, the order has not been handed over to an Advocate) — the full paid amount is refunded.

7.2. If the performance has begun — the paid amount is refunded less the cost of the part of the Platform’s services already provided (taking and dispatching the order, assigning the Advocate, coordination). If the organisation has been completed (the Advocate accepted the call-out and the attendance took place, or the order was handed over to the Advocate for work), the one-off fee to the Platform is considered a provided service and is not refunded. The Advocate’s actions and fee are not part of the fee to the Platform and are not included in this calculation. The refund amount cannot be negative.

7.3. If the service was not provided through the Platform’s fault, the paid amount is refunded in full.

7.4. The Platform may, at its own decision, refund more than these Terms provide (a voluntary compensation in the Client’s favour).

8. How to apply for cancellation or a refund

8.1. An application is submitted in any convenient way: to info@defend24.org, by a message in the channels of the Service (the Telegram bot), or by post to the address for enquiries (31 Oskolska St., office 14, Kyiv, Ukraine).

8.2. In the application state: your name, the phone number or e-mail of the account, the date and amount of the payment (or the order number), what the cancellation concerns (a Subscription or a one-off service) and a convenient way to contact you.

8.3. The day of receipt of the application is the day it arrives by e-mail or in the Service, or the day the postal item is delivered.

9. Refund time limits and mechanics

9.1. The Platform considers the application and communicates its decision within seven calendar days of receipt.

9.2. The refund is made manually by an authorised person of the Platform through the LiqPay payment service to the same card from which the payment was made; there is no separate refund button in the Service. The refund is initiated immediately after the decision; the crediting time is determined by the payment system and the card-issuing bank, so the money does not arrive instantly. If a refund through the payment service is impossible (for example, the card is closed), the Platform agrees another lawful method with the Client.

9.3. The decision on a refund (including a rejection) is taken by an authorised person of the Platform, not by an automated system; the decision and the calculation are recorded in the Platform’s records. A rejection is always given with written reasons referring to the clause of these Terms; the Client may submit a reasoned objection to info@defend24.org — it is considered anew, and a written reply is given within the time limit of section 11.

10. Currency and amount of the refund

10.1. The actually charged hryvnia amount of the payment, or its corresponding part, is refunded. No recalculation at the euro rate on the day of the refund is made; exchange differences are neither compensated nor charged.

11. Payment disputes

11.1. Questions and disagreements about payments and refunds are resolved in the manner of section 15 of the Offer (enquiries to info@defend24.org; a reply within thirty days; the consumer’s statutory rights are not limited).