Return Policy

Updated 23 April 2025

Briefly

Rlab, through its beNuova service, does not offer refunds for B2B consulting subscriptions once a billing cycle has started. Clients may cancel future renewals at any time. Custom project refunds are subject to agreed terms. Refunds are only granted in cases of billing errors or material service deficiencies, and must be requested promptly. Rlab may offer service credits or revisions where appropriate. No refunds apply for unused services or dissatisfaction based on subjective expectations.

  • This Return Policy ("Policy") outlines the conditions under which Clients may request a refund for services provided by Rettore Lab (Rlab) through its business service known as beNuova, accessible via www.benuova.com. This Policy applies exclusively to business Clients (B2B).

  • This Policy applies to:

    • Subscription-based consulting services;

    • Custom project engagements contracted separately;

    • Digital services provided remotely and non-tangibly.

    Please note: As per Article 16 of Directive 2011/83/EU and Italian consumer law (Codice del Consumo), withdrawal rights granted to consumers do not apply to B2B contracts. Nonetheless, Rlab provides the limited refund options described below as a gesture of commercial fairness.

  • Due to the B2B nature of our services, Clients are not entitled to a statutory right of withdrawal. Refunds are granted only in specific cases as outlined in this Policy.

    • Subscriptions are non-refundable once the billing cycle has commenced.

    • Clients may cancel future billing at any time through their account portal or by contacting our support team.

    • If a billing error occurs (e.g., duplicate charge), Clients may request a correction and refund within 14 calendar days of the transaction date.

    • For custom-quoted projects, refund terms are governed by the specific contract agreed upon at the project’s outset.

    • In the absence of separate terms, payments for completed phases or deliverables are non-refundable.

    • If Rlab terminates a project before any deliverables are rendered, a partial refund may be issued at its discretion.

    • Clients who believe the service provided materially fails to meet the agreed scope or quality may submit a formal complaint within 15 days of service delivery.

    • “Material failure” refers to services not delivered, significantly off-scope, or delivered in a manner inconsistent with the written agreement.

    • Rlab will review each complaint individually and may offer a remedy, such as service revision , credit toward future services, or partial refund, at its discretion.

  • No refunds will be granted in the following cases:

    • Dissatisfaction based solely on subjective expectations (e.g., stylistic preferences);

    • Client’s decision not to use or apply the service after delivery;

    • Late claims submitted beyond the deadlines outlined in this Policy;

    • Any breach of contract terms by the Client.

  • To request a refund, Clients must email support@rettorelab.comYes, with the following:

    • Business name and account ID;

    • Reason for the refund request;

    • Relevant documentation (e.g., invoice, correspondence).

    • Rlab will acknowledge refund requests within 5 business days.

    • Resolutions are typically provided within 10–15 business days after all required information is received.

  • This Policy is governed by Italian law. Any disputes shall be resolved by the courts of Italy, pursuant to Regulation (EU) No 1215/2012 (Brussels I bis) and Regulation (EC) No 593/2008 (Rome I).