Legal documents
Right of Withdrawal and Refund Policy
Last updated: July 2026
Legal framework
This policy complies with Directive 2011/83/EU on consumer rights and the Italian Consumer Code (arts. 52-59) and applies to consumers. Business (B2B) customers are governed by the agreed terms and the Terms and Conditions of Sale.
Customised goods: withdrawal excluded
NFC + QR Smart Cards are made to order with the customer's logo, name, colours, typeface, photos and link. Under art. 16(c) of the Directive, the right of withdrawal does not apply to clearly personalised goods. Orders can be cancelled free of charge until production starts (within 24 working hours of confirmed payment) by contacting us with the order number.
Continuous Reputation Plan (digital service)
The first year is included. The €29 annual renewal can be cancelled anytime before the renewal date, without penalties, from the owner area or by contacting us. Within 14 days of the renewal charge consumers may withdraw with a full refund, unless the service was expressly used with their consent.
Digital content and services with immediate performance (art. 16(m))
At payment the customer gives express consent to the immediate performance of the contract for the digital content and services included in the order (Continuous Reputation Plan, review page, optional Review Templates Guide PDF), acknowledging the loss of the 14-day right of withdrawal once the download or access has started, pursuant to art. 16(m) of Directive 2011/83/EU. The consent is recorded with date and time together with the order.
Defective or non-conforming products
For manufacturing defects, non-working NFC chip or non-conformity with the confirmed preview, the 24-month legal guarantee applies: free replacement or refund, at the customer's choice. Report by e-mail with photos within 14 days of delivery; return costs borne by us.
Customer errors
Errors in data entered and confirmed in the preview (typos, wrong link, low-quality images) do not entitle to a free replacement. We offer a discounted reprint and, thanks to the dynamic link, free correction of the Google URL without reprinting.
Refund timing and method
Refunds are issued to the original payment method (Stripe) within 14 days of accepting the request. Shipping costs are refunded only for defects or non-conformity.
How to exercise your rights
Write to supporto@infinityfeedback.com or use the website chat with your order number and reason. Confirmation within 2 working days. The EU ODR platform (ec.europa.eu/odr) and mediation bodies remain available.