Refunds

1. 1. General provisions

   1. 1.1The Operator refunds only funds paid to the Operator for Paid Services, in the cases expressly stated in this document. Paid Services that have been provided are not refundable.
   2. 1.2Funds under Deals, including rent, deposits, payment for goods, vehicles and work, the fare and exchange, are handed over directly between Users. The Operator does not receive or hold them and cannot refund them.
   3. 1.3A refund is made in one of the following ways:
      1. a)by crediting the Kvart Balance;
      2. b)by paying out funds in accordance with Section 8.
   4. 1.4The Operator decides on a refund on the basis of the data of its systems, correspondence on the Site and the information provided.

2. 2. Response fee

   1. 2.1The Response fee is debited from the Kvart Balance when the Response is sent. From that moment the service is deemed provided: the Response has been delivered to the Client and correspondence has been opened.
   2. 2.2The Response fee is not refunded, including if the Client:
      1. a)has not viewed the Response;
      2. b)has viewed the Response and has not replied;
      3. c)has started correspondence and stopped it or stopped replying;
      4. d)has chosen another Performer;
      5. e)has closed the Order, abandoned it or changed their mind;
      6. f)has not concluded a Deal for any other reason.
   3. 2.3The Response fee is refunded to the Kvart Balance only in the following cases:
      1. a)the Operator has removed the Order because of fraud;
      2. b)an administrator of the Operator has removed the Order and indicated that the fee be refunded.
   4. 2.4In these cases the fee is received by all Performers who paid for a Response to that Order. If an Order is removed without an indication to refund the fee, the fee is not refunded.
   5. 2.5The Performer may file a complaint about an Order. A complaint does not in itself entail a refund; the Operator decides at its discretion on removal of the Order and on a refund.
   6. 2.6Example: a Performer indicated a price of 200 € in a Response, and the Response fee was 7%, that is, 14 €. The Client viewed the Response and did not reply: the 14 € are not refunded. If the Operator removed this Order because of fraud, the 14 € are credited to the Kvart Balance.

3. 3. Deal commission

   1. 3.1The Deal commission is debited at the moment when the Client has chosen the Performer’s Response and indicated the Deal amount.
   2. 3.2The Performer may dispute the choice once within 3 days if the Deal did not take place. If the dispute is upheld, the commission is credited to the Kvart Balance. The Operator decides on the basis of the information provided.
   3. 3.3The commission is not refunded if the Deal took place, if the Client has not paid for the work or the work is unfinished, or if the dispute period has expired.

4. 4. Subscription, packs of fresh listings and Pro mode plans

   1. 4.1A subscription and a plan give access for the paid term. The cost is not refunded, including if the Customer did not use the access, found housing earlier or no longer needs the service.
   2. 4.2A pack of fresh listings is deemed provided at the moment it is turned on and is not refunded, including as regards the unused remainder.
   3. 4.3A free trial period gives no right to compensation.

5. 5. Promotion and design

   1. 5.1If by the end of the term an order for views has not been fully delivered or the Listing has ceased to be published, the cost of uncounted views is credited to the Kvart Balance. The cost is calculated in proportion to the number of uncounted views.
   2. 5.2Example: 100 views were ordered for 40 €, and 60 were counted by the end of the term. 16 € are credited to the Kvart Balance.
   3. 5.3The cost of counted views is not refunded, including if the views did not lead to messages or a Deal.
   4. 5.4Design is deemed provided at the moment it is turned on and is not refunded, including if the Listing has been removed by the Customer or hidden for a violation.

6. 6. Booking fee

   1. 6.1If a ride is cancelled by the Partner, the booking fee is credited to the Kvart Balance.
   2. 6.2The booking fee is not refunded, unless otherwise stated on the booking page, including if:
      1. a)the passenger has cancelled the booking;
      2. b)the passenger did not show up for boarding or was late;
      3. c)the passenger was refused entry or exit;
      4. d)the ride was delayed at the border or on the road.
   3. 6.3The passenger and the Partner settle the fare between themselves; the Operator neither receives nor refunds it.

7. 7. Erroneous payments and failures

   1. 7.1If funds have been debited but the service has not been turned on, or a payment has gone through twice, the Customer contacts support. The Operator checks the payment and turns on the service or refunds the funds.
   2. 7.2If a Paid Service has not been provided through the Operator’s fault, the Operator at its choice provides it again or credits its cost to the Kvart Balance.
   3. 7.3The Operator may refund a payment at its discretion in individual cases. Such a decision does not oblige it to act in the same way in other cases.

8. 8. Remaining Kvart Balance

   1. 8.1Funds on the Kvart Balance are spent on Paid Services. Withdrawals and transfers to other Users are prohibited, except for refunds under this Section.
   2. 8.2The unspent balance from top-ups in rubles is refunded on request through support, in rubles and at the rate of those top-ups, by the method indicated on the refund page.
   3. 8.3Compensation, bonuses and funds paid in other than rubles are not refundable in cash.
   4. 8.4If there is a negative balance or debt to the Operator, no refund is made until it is paid. The Operator may set off the debt against the refund amount.

9. 9. When no refund is made

   1. 9.1In addition to the cases stated above, no refund is made if:
      1. a)the service has been provided, and the Customer changed their mind, did not use it or expected a different result;
      2. b)the Customer did not receive messages, Responses, Deals or income;
      3. c)the other party to a Deal failed to honour an arrangement or deceived the Customer in respect of funds handed over directly;
      4. d)the Account or Listing has been restricted for a breach of the Kvart Documents, except for the settlement of uncounted views under Section 5;
      5. e)the breach is related to fraud or the unlawful origin of funds: in this case the Operator may also refuse to refund the remaining Kvart Balance;
      6. f)the request was filed after the period stated in Section 10.

10. 10. Request and claim

    1. 10.1A refund request or claim is sent through support or to the email address info@kvartrs.com within 14 days of the provision of the service.
    2. 10.2The request must contain:
       1. a)the email address linked to the Account;
       2. b)the payment number or a description of the transaction;
       3. c)the ground for the refund;
       4. d)the amount the Customer asks to be refunded.
    3. 10.3The Operator may request clarifications and supporting materials. Until they are received, the review period is suspended.
    4. 10.4The Operator responds to the request within 30 days.

11. 11. Time limits and method of refund

    1. 11.1The Kvart Balance is credited after the decision has been made.
    2. 11.2The remaining Kvart Balance is paid out and a payment is refunded within 10 days of receipt of correct payment details. Crediting on the bank’s side may take additional time under the rules of the payment system.
    3. 11.3A refund is made only to the payer. The Operator may request confirmation of identity and of the right to the payment method and postpone the refund until the check is completed.
    4. 11.4Refund charges may be deducted from the refund amount. The Customer is responsible for the correctness of the payment details.
    5. 11.5If a refund is delayed for reasons beyond the Operator’s control, including a failure of the payment operator and bank restrictions, the period is extended for the duration of those reasons.

12. 12. Disputing a payment with a bank

    1. 12.1Before applying to a bank, the Customer must contact support. The consequences of disputing a payment are set out in Section 13 of the Offer.

13. 13. Mandatory rules and disputes

    1. 13.1If mandatory rules of the Applicable Law grant the Customer greater refund rights, those rules apply, and only to that extent.
    2. 13.2Disputes are resolved in accordance with Section 27 of the Terms of Use.

14. 14. Contacts and details

    1. 14.1Legally significant messages, claims, refund demands and personal data requests are sent to the email address info@kvartrs.com.
    2. 14.2Channel for prompt support: the support chat on the Site.
    3. 14.3Details of the Operator:
       1. a)name: sole proprietor, details are given on the “Company details and contacts” page;
       2. b)website: https://kvartrs.com;
       3. c)email address for legally significant correspondence: info@kvartrs.com;
       4. d)full details are provided on the User’s written request and in payment documents.

Who runs Kvart and how to reach us: company details and contacts