Refund Policy

Because the workshop is a fixed-price live engagement delivered by the founder, we commit to the schedule, not the verdict:

• Before the live session is scheduled - full refund within 14 days of purchase if you change your mind. Email billing@itsailor.io with your invoice number.
• After the live session is scheduled, before it begins - 100% refund if cancelled more than 48 hours before the scheduled start. Between 48 hours and start, 50% refund (we hold the calendar slot).
• If the deliverable pack is late - full refund of the €499. The pack listed below is due within 5 business days of session close. If it is not sent to you inside that window, email billing@itsailor.io and the fee is refunded in full. You keep the documents when they land. Business days are working days in Malta, and the window pauses only for the time we are waiting on access or information we asked you for in writing.

The deliverable pack. The fee buys the following, and lateness on any of them triggers the refund above:

• Written architecture document - Current state, target architecture and migration path, written within 5 business days. Built to be handed to your internal team or any other vendor.
• Microsoft 365 security gap analysis - Your agreed security and regulatory control families mapped against the current tenant posture. Critical gaps carry effort tags. Controls use stable ITS-M365 identifiers and public Microsoft, NIST, ENISA and EU sources.
• Azure landing-zone sketch and Terraform starter - Phased deployment plan with timelines and cost estimates, plus the Terraform starter skeleton committed to your repository. Optional: it is dropped for the time back if your estate has no Azure in it.
• AI deployment roadmap - Which AI workloads fit your environment and in what order, grounded in your own data. Names the prerequisites each one has, including the ones you do not meet yet.
• Exit Kit handover pack - Credentials map, architecture decision records, infrastructure-as-code state, operational runbooks, vendor and contract map, cost attribution map and a 90-day self-management guide. Transferable on day one. That is the point.
• 30 days of email support - Questions about the document and about implementation planning stay open for 30 days after the session, by email.

One ITSailor eBook is included with the pack as a bonus. It is not part of the consideration for the fee and its absence does not trigger the lateness refund.

Implementation credit. Book any ITSailor implementation engagement within 90 days of your session and the full €499 is deducted from that engagement quote, once, against that engagement only. The credit is not cash, is not transferable to another buyer, is not redeemable against Microsoft or other vendor licensing bought through Pax8, and lapses 90 days after session close. If the €499 has been refunded to you under this section, there is nothing left to credit. You are under no obligation to book anything, and the deliverable pack is yours either way.

Because this variant is sold to consumers, EU consumer law applies (Consumer Rights Directive 2011/83/EU, as transposed in Malta by the Consumer Affairs Act (Cap. 378) and the Consumer Rights Regulations (S.L. 378.17)). It is a live service, so the service rules in Article 16(a) govern it, not the digital-content rules in section 03.

• 14-day cooling-off period, no reason required. Whatever stage the workshop has reached when you withdraw, we reimburse you without undue delay and within 14 days of being told (Article 13(1)).
• Early start by your request. You may ask us to begin the workshop (scheduling, prep-kit access, or the live session) inside the 14-day window. Where delivery began at your express request and you then withdraw before the workshop is fully performed, you pay an amount proportionate to what was delivered up to the moment you told us, and we refund the balance (Article 14(3)).
• We do not currently record the Article 16(a) consent. A consumer loses the right to withdraw from a fully performed service only where the trader obtained prior express consent to begin inside the window together with an acknowledgement that the right would be lost. Our checkout captures neither statement today, so we do not treat the right as lost. If you withdraw inside the 14 days we refund you, and where you never expressly asked us to start early you owe nothing for what was delivered in that window (Article 14(4)(a)). This section will change on the day the capture is built, and not before.

How to withdraw

• When the period starts and ends. It runs for 14 days from the day the contract is concluded, which for a service is the day your purchase completes (Article 9(2)(a)).
• How to tell us. Email billing@itsailor.io, or write to the postal address in section 12, with an unequivocal statement that you are withdrawing. You may use the model form in section 10, but you do not have to: any unequivocal statement is enough (Article 11(1)).
• Meeting the deadline. It is enough that you send your statement before the 14 days expire. You do not have to wait for our reply, and we do not have to agree.
• What we do. We reimburse all payments received from you using the same means of payment you used, without undue delay and within 14 days of being informed, at no fee to you (Article 13(1)).
• What you owe. Nothing, unless you expressly asked us to start delivering inside the window. In that case you pay a proportionate amount for what was delivered before you told us (Articles 14(3) and 14(4)(a)).
• When the right ends. For a service, only once it has been fully performed AND the consent and acknowledgement above were given (Article 16(a)). For digital content the parallel rule is Article 16(m), covered in section 03 and section 04. We record neither today, so neither right is currently extinguished.

If we cannot settle a complaint

Raise it with us first, at legal@itsailor.io. If that does not settle it, a consumer may take the matter to:

• the Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority (MCCAA), which handles consumer complaints and can attempt conciliation;
• the Consumer Claims Tribunal, for claims within its jurisdiction;
• the European Consumer Centre Malta, if you are a consumer resident in another EU member state, Norway or Iceland.

We are not signed up to any alternative dispute resolution entity and we are not obliged to be, so we cannot commit you to an ADR procedure here. We tell you that plainly rather than leaving it unstated (Article 6(1)(t)). Nothing above affects your right to go to court. There is no EU online dispute resolution platform to point you at: Regulation (EU) No 524/2013 was repealed and the platform stopped operating on 20 July 2025.

eBooks are digital content. On payment, the webhook renders the PDF and emails it to the address on the order. There is no pre-delivery window to refund inside, because delivery happens within seconds of the payment succeeding.

If you are buying for a business

• Delivery failure is not a refund question. If the email never arrives or the file will not open, tell us and we resend it. If we cannot deliver it at all, we refund in full.
• After delivery - non-refundable, except where the eBook materially fails to match its description on the product page. Report it in writing and a verified defect is refunded within 14 days.

If you are buying as a consumer

A consumer loses the 14-day right of withdrawal on digital content only where the trader obtained prior express consent to supply it immediately together with an acknowledgement that the right would be lost (Article 16(m), Directive 2011/83/EU). We do not currently record either statement at checkout, so delivery does not extinguish the right. Withdraw within 14 days and we refund the full price, and you owe nothing for the digital content supplied in that window (Article 14(4)(b)). We ask that you stop using the file and delete your copy. Use the model form in section 10 if you want to; you do not have to.

Your statutory conformity rights sit on top of all of this and are not reduced by anything in this policy. For digital content and digital services they come from Directive (EU) 2019/770 as transposed in Malta, which entitles you to have the content brought into conformity, and failing that to a proportionate price reduction or to end the contract.

SEAWALL DIY is a one-time purchase, not a subscription, so section 06 does not apply to it. Delivery is an invitation to a private Git repository, sent to the GitHub username you give at checkout. Repository access is the product; there is no separate archive and no download channel.

If you are buying for a business

• Before you accept the invitation - full refund within 14 days of purchase. Email billing@itsailor.io with your invoice number and we withdraw the pending invitation.
• After you accept the invitation - non-refundable, because you then hold the code. The exception is material non-conformity with what the product page describes: report it in writing and a verified defect is refunded in full within 14 days.

If you are buying as a consumer

The same Article 16(m) rule applies here as to eBooks, and the same fact: we do not record the consent or the acknowledgement, so the right of withdrawal is not lost by delivery. Withdraw within 14 days and we refund the €199 in full, and you owe nothing for the kit supplied in that window (Article 14(4)(b)). We remove your repository access and ask that you stop using the material.

Conformity rights under Directive (EU) 2019/770 (Articles 8, 11 and 14) are unaffected either way. The model form in section 10 may be used but is not obligatory.

Where you purchase Microsoft 365, Google Workspace, or other vendor licences through us via the Pax8 marketplace, the underlying vendor's refund and cancellation policy applies (typically: monthly cancellation effective at end of billing period; annual subscriptions non-cancellable before renewal). We process refunds passed through by the vendor; we do not unilaterally refund licences we have already paid for at wholesale.

For Microsoft New Commerce Experience (NCE) subscriptions, cancellation or seat reductions are available only within the first 7 calendar days of each subscription term, including on renewal, per Microsoft's then-current CSP commerce policy. Cancellation within 24 hours of activation earns a full refund; between 24 hours and day 7, the refund is pro-rated. After that window, the selected commitment term (monthly, annual, or multi-year) is binding for its duration. Licence refunds and pro-rated cancellations are documented with a credit note referencing the original invoice. For purchases made through the self-serve marketplace checkout, the CSP Marketplace Terms apply and control.

This section governs recurring subscriptions only. It does not reach one-time purchases: SEAWALL DIY has its own rules in section 04 and eBooks in section 03.

The default rule for any subscription is: cancellable at any time from the Stripe Customer Portal, effective at the end of the current billing period, with no pro-rated refund of the current period. Where a signed Order Form or Master Services Agreement exists, that document controls refund, cancellation and minimum-term terms instead.

Custom engagements scoped via Statement of Work (SOW) follow the cancellation and refund terms in that SOW. In the absence of explicit terms: hours billed for work already performed are non-refundable; future scheduled hours can be cancelled with 5 business days' notice.

The service levels at the end of this section are outer limits for the ordinary case. They are not an extension of any shorter deadline stated elsewhere in this policy or in law.

Where you are a consumer withdrawing under Directive 2011/83/EU, we reimburse all payments received from you without undue delay and in any event within 14 calendar days of being informed of your decision (Article 13(1)), using the same means of payment you used, at no fee to you. That reimbursement is not conditional on our review of the request. The verified-defect refunds in section 03 and section 04, and the money-back guarantee in section 06, are likewise issued within 14 days.

1. Email billing@itsailor.io from the address on the order, or from a verified company domain.
2. Include the invoice number, order date, and a short description of the reason. A consumer withdrawing does not have to give a reason.
3. For workshop defect or eBook defect requests, attach the relevant evidence.

This is the model form from the Schedule to the Consumer Rights Regulations (S.L. 378.17), filled in with our details. Complete and return it only if you want to withdraw from a contract where a right of withdrawal applies: the €149 workshop in section 02, and any other purchase where this policy says the right has not been extinguished, which today includes eBooks in section 03 and SEAWALL DIY in section 04.

Using the form is optional. Any unequivocal statement of your decision to withdraw is enough, by email or by post (Article 11(1), Directive 2011/83/EU).

To Michal Jatczak T/A ITSailor
Level 1, Unit 60, Door No 63, Connecticlub Business Center, Triq Il-Ballut (Zona Industrijali, Mosta), MST 4001, Mosta, Malta
Email: billing@itsailor.io

I hereby give notice that I withdraw from my contract for the provision of the
following service / for the supply of the following digital content:

  ..................................................................

Ordered on:                    ....................................

Received on (if applicable):   ....................................

Name of consumer:              ....................................

Address of consumer:           ....................................

Signature of consumer
(only if this form is sent on paper):

  ..................................................................

Date:                          ....................................

Send it to billing@itsailor.io or by post to the address above. To meet the deadline it is enough that you send it before the 14-day period expires. We acknowledge receipt by email without delay.

This section governs discretionary and contractual refunds: the voluntary windows we offer beyond the law, and the refund terms of an Order Form, Master Services Agreement or Statement of Work. It does not apply to, and cannot reduce, a consumer's statutory right of withdrawal under the Consumer Rights Regulations (S.L. 378.17), or statutory conformity remedies for digital content and digital services under Directive (EU) 2019/770 as transposed in Malta.

Within that scope, we may refuse a refund where:

• the request is demonstrably fraudulent, or duplicates a refund already issued for the same order;
• the customer has materially breached the Terms of Service;
• Deliverables have been redistributed or republished in breach of licence;
• on a business purchase, the request relates to Exit Kit Deliverables the customer has deployed to a production environment.

Where we refuse, we give you the reason in writing. A consumer may refer the matter to the MCCAA by the route described in section 02.

• Billing, refund requests and withdrawal notices: billing@itsailor.io
• General questions about this policy: legal@itsailor.io

Michal Jatczak T/A ITSailor is a sole trader registered in Malta. "ITSailor" is a trading name and not a separate legal entity; the contracting party is Michal Jatczak.

Postal address: Level 1, Unit 60, Door No 63, Connecticlub Business Center, Triq Il-Ballut (Zona Industrijali, Mosta), MST 4001, Mosta, Malta. VAT MT32760411. DUNS 507601021.