Complaints & Refunds

How to complain

Write to office@lodvena.com or call +48 513 153 731 with your account name, a description of the problem and when it occurred. We reply within 14 days. Please confirm a phoned-in complaint by e-mail — the 14 days run from that confirmation.

If the Service was unavailable through causes on our side for more than 24 hours in total in a billing month, we may allow the complaint in particular by fixing the fault, extending your paid period, or refunding proportionally for the downtime. Downtime is established from our own records.

File within 12 months of the event — after that the contractual remedies above lapse. Statutory limitation periods are unaffected, and this cut-off does not apply to sole traders for whom the contract is not of a professional character — see “When the service is not what it should be” below.

Subscription refunds

• There is no trial period — you pay only for what you use, and the shortest period is one month. Opening an account and building the website is free and starts nothing.
• Monthly plans: cancel any time, effective at the end of the paid month; the started month is not refunded.
• Yearly plans run for the prepaid period; early cancellation does not refund unused months — subject to the statutory exceptions no agreement can exclude: the 14-day withdrawal (below), non-conformity of the service and material changes to it (“When the service is not what it should be”), and §2.1 and §6a of the Terms.

How long a refund takes, and which way it comes back

Money returns within 14 days of us receiving the withdrawal notice, through the same channel the payment arrived by: card back to card, transfer back to the sender's account. We do not ask for your bank details.

Every refund gets a correction invoice — a separate document with negative amounts, naming the original invoice. It goes to KSeF alongside it; an issued invoice is never deleted.

14-day withdrawal

The Service is for businesses. Sole traders for whom the contract is not of a professional character keep the statutory 14-day right of withdrawal — one e-mail to office@lodvena.com suffices. When you buy a plan we ask you separately for an express request to start the service before those 14 days are up — because without it we may deduct nothing. If you gave it and then withdraw, we deduct an amount proportional to what was delivered up to the withdrawal and refund the rest within 14 days via the original payment channel (e.g. back through Przelewy24). If we did not obtain it, we refund everything.

Cancelling a renewal is not the same as withdrawing: the paid period runs to its last day, is not refunded, and the next one is simply not charged.

When the service is not what it should be

If you are a sole trader and Lodvena is not of a professional character for you (it is not what your business does), you have rights that no agreement can take away — because in law SaaS is a digital service. Full wording: §11a of the Terms.

• Service not in conformity — you can require us to fix it. If we refuse, take unreasonably long, or the problem returns, you can reduce the price or withdraw — mid-year too. Withdrawal is ruled out only for an immaterial non-conformity, and non-conformity is presumed material.
• A material change against your interests — we tell you by email at least 14 days ahead, and you have 30 days to terminate free of charge, with a pro-rata refund of the unused period. This covers features being withdrawn, which the Service's beta status otherwise permits.

You report it the same way as a complaint — office@lodvena.com. We answer within 14 days. You do not have to name the legal basis; we will find it.

Leaving Lodvena and taking your data

You can terminate at any time, without giving a reason and without talking to anyone. A complete copy of your data — photographs included, in a machine-readable format — is issued free of charge within 30 days of your asking, during the agreement and after it ends. You then have at least another 30 days to download it. We charge nothing for leaving. The detail, and what we do not undertake: §6a of the Terms.

Payments for stays

Lodvena does not intermediate guests’ payments — they go directly to the property. Complaints and refunds concerning a stay go to the property you booked; its contact details are on its website and in the booking confirmation.

This page summarises §10 and §11 of the Terms, which set out the full rules on complaints, refunds and withdrawal; where they differ, the Terms prevail. The Terms are a translation of the Polish Regulamin, which is the binding text; in case of divergence the Polish text prevails.