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Refund and Cancellation Policy

Version 1.0 · Effective 1 August 2026

This Refund and Cancellation Policy ("Policy") describes the conditions under which ItReserve d.o.o. ("ItReserve", "we", "us", "our") grants refunds and processes cancellations for subscription services purchased through itreserve.org. It supplements the Terms of Service and should be read alongside them. Nothing in this Policy limits your statutory rights as a consumer under applicable law.

1. Overview of ItReserve Subscriptions

ItReserve offers software Module subscriptions on a monthly or annual billing basis. Subscriptions renew automatically until cancelled. Each Module is a distinct subscription: purchasing three Modules creates three separate billing lines, each subject to its own renewal date. There is no minimum contract term on monthly plans; annual plans are prepaid for 12 months.

Subscriptions are personal and non-transferable. You may not transfer a Subscription, or the right to use a Module, to another legal entity without ItReserve's prior written consent.

2. Cancellation Process

2.1 How to Cancel a Monthly Subscription

You may cancel any monthly Subscription at any time, without penalty, by following these steps:

  1. Log in to the ItReserve Dashboard at itreserve.org/dashboard.
  2. Navigate to the Active Subscriptions section in the left-hand menu.
  3. Locate the Module you wish to cancel and click Cancel Subscription.
  4. Confirm your choice in the dialogue that appears. You will receive an email confirmation within minutes.

Cancellation takes effect at the end of the current paid billing period. You retain access to the Module until that date. No further charges are made after cancellation confirmation. If you change your mind before the end of the billing period, you may reinstate the Subscription from the Dashboard at any time before the period expires, at the same price.

2.2 Cancellation via Support

If you are unable to access the Dashboard or prefer to cancel by email, send a request to support@itreserve.org from the email address registered to your account. Include the subject line "Cancellation Request" and specify which Module(s) you wish to cancel. We will process the cancellation and send confirmation within 1 business day.

3. Right of Withdrawal for EU/EEA Consumers

If you are a consumer (a natural person acting outside the scope of a commercial or professional activity) residing in the European Union or the European Economic Area, or in Montenegro where equivalent consumer rights apply, you have a statutory right of withdrawal from distance contracts. Under the applicable law — including the EU Consumer Rights Directive (2011/83/EU) and the Montenegrin Zakon o zaštiti potrošača — you may withdraw from a purchase within 14 calendar days from the date of the order without giving any reason.

The 14-day withdrawal period begins on the date your payment is confirmed and your order is accepted by ItReserve. You lose the right of withdrawal if the digital service has been fully performed before the end of the 14-day period and you have expressly acknowledged that performance and consented to the loss of the withdrawal right at the time of ordering — which is the case for Modules that have been fully activated and actively used for the entire 14-day period.

To exercise the right of withdrawal, you must inform ItReserve by sending an unequivocal statement (by email or letter) before the 14-day period expires. You are not required to use a specific form; a clear statement of your decision suffices.

4. How to Request a Refund

To request a refund (including under the right of withdrawal), send an email to support@itreserve.org with the following information:

  • Subject line: Refund Request
  • Your registered email address and account name
  • The order reference number (found in your order confirmation email or on your Dashboard invoice)
  • The Module(s) for which you are requesting a refund
  • The reason for the refund request (required for non-withdrawal refund requests; optional for withdrawal)

Our support team will acknowledge your request within 1 business day and confirm eligibility within 3 business days. If your request is approved, refund processing begins immediately following confirmation.

5. Refund Processing Time and Method

Approved refunds are processed within up to 14 business days from the date of approval. Refunds are issued by the same method used for the original payment wherever technically possible:

  • Card payments: Refunded to the original payment card via the payment provider's reversal mechanism. Timing depends on your card-issuing bank's processing schedule, but typically appears within 5–10 business days after we initiate the refund.
  • Bank transfer payments: Refunded by bank transfer to the IBAN from which the original payment was made. ItReserve will request your IBAN if it is not already on file. Bank transfer refunds may take up to 14 business days depending on the correspondent banking chain.

Refunds are issued in Euro (EUR). If currency conversion losses arise due to exchange rate fluctuation between payment and refund, ItReserve does not compensate for such differences.

6. Non-Refundable Situations

The following circumstances are not eligible for a refund:

  • Modules used for more than 14 calendar days after activation: Where a Module has been fully activated and actively used for more than 14 days, the statutory withdrawal period has expired and no refund is available, except in cases of failed activation or ItReserve's material breach of the Terms of Service.
  • Renewal charges with advance notice: Renewal payments charged after an automatic renewal are not refundable where ItReserve sent a renewal reminder email at least 7 days in advance and the Customer did not cancel before the renewal date.
  • Change of mind after the 14-day withdrawal window: Dissatisfaction with the Module's features or functionality after the withdrawal period does not entitle the Customer to a refund. We encourage prospective Customers to review the Module documentation and contact support before purchasing.
  • Disruptions caused by the Reservit API: Service interruptions or reduced functionality caused by changes to or outages of the Reservit API, or by changes the Customer makes to their Reservit account configuration, do not entitle the Customer to a refund. ItReserve will endeavour to restore affected functionality as quickly as possible.

7. Annual Subscription Cancellation

Annual subscriptions are paid in full for 12 months at the time of purchase, at a discounted rate compared to the monthly equivalent. For annual subscribers:

  • You may cancel the automatic renewal of an annual subscription at any time through the Dashboard or by contacting support. The cancellation takes effect at the end of the 12-month period.
  • Early termination of an annual subscription before the 12-month period expires is only eligible for a refund within the 14-day statutory withdrawal window (see Section 3). Outside that window, the remaining prepaid period is non-refundable, and access to the Module continues until the original renewal date.
  • If ItReserve discontinues a Module during an active annual subscription, a pro-rata refund will be issued for the unused months of the prepaid period.

8. Module Suspension vs. Cancellation

Suspension differs from cancellation. ItReserve may suspend a Module (temporarily disabling API access) if payment fails or if a breach of the Acceptable Use Policy is detected. During suspension, billing continues unless the Customer actively cancels. A suspended Module does not entitle the Customer to a refund for the period of suspension caused by the Customer's own non-payment or policy breach.

If ItReserve suspends a Module for reasons attributable to ItReserve (for example, a technical fault on our side), we will extend the Customer's billing period by the duration of the suspension, or issue a pro-rata credit at the Customer's request.

9. Failed Activation Refunds

ItReserve commits to activating purchased Modules within 24 hours of confirmed payment and receipt of a valid Reservit API Key. If a Module fails to activate within 72 hours of payment confirmation for reasons attributable to ItReserve, the Customer is entitled to a full refund of the purchase price for that Module.

To claim a failed-activation refund, contact support@itreserve.org and reference your order number. We will verify the activation failure, issue a refund confirmation, and process the refund within the standard 14-business-day window. The failed-activation refund applies only when both of the following conditions are met: (a) the Customer has provided a valid and functional Reservit API Key; and (b) 72 hours have elapsed from the time of payment confirmation without successful activation.

Failed activation due to an invalid, expired, or insufficient-permission Reservit API Key is not eligible for refund under this provision; in those cases, ItReserve will assist the Customer in correcting the Key and complete activation once a valid Key is supplied.

10. Governing Law and Dispute Resolution

This Policy is governed by the laws of Montenegro, in particular the Zakon o zaštiti potrošača (Consumer Protection Law) and the Zakon o elektronskoj trgovini (Law on Electronic Commerce). Any dispute arising from a refund or cancellation that cannot be resolved amicably within 30 days shall be referred to the Osnovni sud u Podgorici (Basic Court in Podgorica).

EU/EEA consumers may also have access to out-of-court dispute resolution through their national ADR body or through the European Commission's Online Dispute Resolution (ODR) platform. ItReserve commits to participating in good faith in any such procedure.

Nothing in this Policy restricts your right to bring proceedings before any court of competent jurisdiction in your country of residence where mandatory consumer-protection law requires that right to be preserved.

11. Contact for Refund and Cancellation Enquiries

For all refund and cancellation matters, please contact us:

  • Email: support@itreserve.org
  • Phone: +382 20 218 735
  • Post: ItReserve d.o.o., ul. Vuka Karadžića 3, 81000 Podgorica, Crna Gora

Support hours are Monday through Friday, 09:00–17:00 CET, excluding Montenegrin public holidays. Outside of business hours, emails are acknowledged automatically and addressed on the next business day.