Returns and Refunds Policy

Last updated: October 2026

This policy explains when you may withdraw from a service contracted on stratechna.com and how refunds are made, in accordance with Decree-Law no. 24/2014 (distance contracts) and the Consumer Protection Act. The services sold on stratechna.com are digital services and the provision of services — there is no shipping of physical products.

1. Right of free withdrawal (consumers)

If you are a consumer (a private individual contracting outside their professional activity), you may withdraw from the contract within 14 days of its conclusion, without giving any reason.

As services begin immediately after payment, at checkout we ask you to request immediate commencement. In that case, if you withdraw from the contract within the 14 days, you only pay the amount proportional to the service already provided up to the time of the withdrawal request (Article 15 of Decree-Law 24/2014).

This right does not apply to business customers (purchases made under a company VAT number, within the scope of their professional activity).

2. Exceptions

  • Domain registration: once registration has been completed with the managing authority, the service has been fully provided and the amount is non-refundable;
  • Services fully provided within 14 days, at your prior request and with your acknowledgement that you lose the right of withdrawal (for example, a support hour already carried out);
  • Bespoke work (websites, visual identity, brand activation): the portion of the work already carried out is payable.

3. Cancelling subscriptions

After the 14-day period, you may cancel any subscription (hosting, email, Orbit, support, marketing plans) via the Client Portal or by email. Cancellation takes effect at the end of the already-paid period, and there is no proportional refund for that period, except in cases provided for by law or in this policy.

4. Service failures

If a service becomes unavailable for a reason attributable to Stratechna, for a significant period, you may request compensation proportional to the length of the outage, which we will assess on a case-by-case basis.

5. How to make a request

Send your request to suporte@stratechna.pt, including the order number and the service in question. You may use the standard withdrawal form set out in the Annex to Decree-Law 24/2014, or any other unambiguous statement. We will reply within 5 business days.

6. Refunds

Refunds are made within a maximum of 14 days after acceptance of the request, using the same payment method as the original purchase, unless otherwise agreed, at no cost to the Client.

Unsigned contract. If the service agreement is not signed by the Client within 30 days of payment, or if the Client withdraws before the service begins, Stratechna will refund the amounts paid, less 10% for case-opening costs, the value of any services already provided, and any charges already incurred with third parties (for example, domain registration and licences). The refund is made by bank transfer or by MB WAY, to the account or number provided by the Client, as agreed between the parties. This rule does not affect consumers’ right of free withdrawal, as described in section 1.

7. Dispute resolution

In the event of a consumer dispute, the consumer may turn to an Alternative Dispute Resolution (ADR) body. The list of authorised bodies is available at www.consumidor.gov.pt. We also provide an Electronic Complaints Book.

The European Online Dispute Resolution (ODR) platform was shut down on 20 July 2025, following the repeal of Regulation (EU) no. 524/2013 by Regulation (EU) 2024/3228, and is therefore no longer available; the means indicated above remain in place.