StudioMomentAI We create magical moments — personalized videos & invitations
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StudioMomentAI

Complaints & Withdrawal

Last updated: 3 May 2026

1. Contact

Complaints, refund questions and withdrawal requests may be sent to:

office@studiomomentai.com

2. Digital product complaints

You may submit a complaint if the Digital Product:

  • has not been delivered
  • does not work
  • does not match the description
  • contains a technical error
  • is not consistent with the confirmed brief
  • has another significant lack of conformity with the contract

In your complaint, please include:

  • full name
  • e-mail address used for the order
  • order number, if available
  • description of the issue
  • requested solution
  • screenshots or files, if helpful

We will respond no later than within 14 days.

3. Possible complaint solutions

Depending on the situation, we may:

  • correct the file
  • deliver a new version
  • provide the download link again
  • reduce the price
  • refund the payment in full or in part

4. Withdrawal

Consumers generally have the right to withdraw from a distance contract within 14 days unless a statutory exception applies.

For digital content supplied without a tangible medium, the right of withdrawal may be lost if the Customer has given prior express consent to begin delivery before the end of the 14-day withdrawal period, acknowledged that they may lose the right of withdrawal and received confirmation of the contract.

For personalized products prepared according to the Customer’s individual details, withdrawal rights may be limited in accordance with applicable law.

If production has not started yet, contact us as soon as possible. We will confirm whether cancellation is possible.

5. Model withdrawal form

Recipient:
Masta Print & IT Services Marcin Staszkiewicz
ul. gen. Józefa Hallera 8
40-321 Katowice
Poland
Tax ID / NIP: 6443187064
REGON: 243408827
E-mail: office@studiomomentai.com

Statement:
I hereby withdraw from the contract relating to the following order:

Order number:
Order date:
Full name:
E-mail address used for the order:
Product description:
Refund bank account number, if the refund cannot be made using the same payment method:
Date:
Signature, if submitted on paper:

6. Refunds

If a refund is due, we will make it using the same payment method used for the order unless we agree otherwise.

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