Refund policy
Returns & Refunds Policy
Version: 2026 | Effective: 1 March 2026
Returns & Refunds Policy
This policy applies to all rental and service agreements concluded through IMMERSA (Myshelov Consulting, sole proprietorship, UID: CHE-481.483.118, Saentisstrasse 6, 8008 Zurich, info@immersa.ch). It sets out the conditions for cancellations, returns, and refunds for both private and business customers.
A. Equipment Rental - Private & Business Customers (B2C & B2B Rental)
1. Delivery by Registered Post
All rented equipment is shipped exclusively by registered post. Delivery requires a personal signature from the renter or an authorised person.
If the parcel cannot be delivered and is not collected from the post office within the holding period, the following applies:
- The parcel is returned to IMMERSA.
- The rental period is deemed not to have commenced.
- The renter receives a refund of the rental fee paid, minus a handling fee of CHF 15.- to cover repackaging and administrative costs.
- If the failed delivery was caused by an error on the part of IMMERSA, a full refund is issued with no deduction.
- Repeated non-collection may result in future orders being declined.
2. Cancellation by the Renter
Cancellations are possible under the following conditions:
- Cancellation more than 48 hours before the scheduled dispatch date: full refund of the amount paid.
- Cancellation less than 48 hours before the scheduled dispatch date: no refund.
- Cancellation after dispatch has taken place: no refund. The equipment must be returned within the agreed timeframe.
Cancellations must be submitted in writing by email to info@immersa.ch. The time of receipt of the email by IMMERSA is the determining factor.
3. Equipment Damage and Faults During the Rental Period
IMMERSA delivers all equipment ready to use, inspected, and in perfect working condition.
Should a technical fault or damage occur during the rental period, the following procedure applies:
Step 1 - Duty to Report:
The renter is obliged to report any damage or fault to info@immersa.ch in writing immediately and no later than 24 hours after discovery.
Step 2 - Assessment by IMMERSA:
Upon return of the equipment, IMMERSA will assess the damage and determine whether it constitutes a warranty case, a service error, or damage caused by the renter.
Step 3 - Outcome of Assessment:
If a verifiable manufacturing defect or service error on the part of IMMERSA is identified, the renter will receive a pro-rated or full refund for the affected days.
If the damage was demonstrably caused by improper use, negligence, or third-party interference by the renter and does not constitute a warranty case, the renter will be charged the repair or replacement value of the equipment. No refund of the rental fee will be issued in this case.
IMMERSA reserves the right to commission an independent technical assessment in the event of a dispute. The costs of the assessment shall be borne by the losing party.
4. Return of Equipment
Rented equipment must be returned on the last day of the agreed rental period or on the following working day. Return shipping is at the renter's expense unless otherwise agreed in the individual contract.
If the equipment is not returned on time, the rental agreement automatically converts to an open-ended arrangement, terminable with one week's notice. The corresponding additional costs will be charged to the renter.
B. Business Customers - Implementation & Service Projects (B2B)
1. General Principle
For all implementation projects, software development, 3D modelling, digital twins, and Application Management Services (AMS), a written service agreement must be concluded before the project commences.
2. Service Agreement and Quote
Every B2B project begins with an individual service agreement comprising at least the following elements:
- Detailed scope of work and project definition
- Binding quote with milestones and payment schedule
- Defined delivery and acceptance conditions
- Change request procedures
- Liability provisions and warranty periods
- Non-disclosure agreement (NDA), where required
Work outside the defined scope will be treated as separate change requests and requires written approval from both parties.
3. Cancellation and Refunds for B2B Projects
As B2B projects are individually planned and resource-intensive, the following conditions apply:
- Work already carried out (consulting, development, modelling, project management) will be invoiced in full regardless of cancellation.
- Work not yet commenced will not be invoiced, provided the cancellation is made in writing and within the timeframes set out in the service agreement.
- Deposits for phases not yet commenced will be refunded on a pro-rata basis, minus a flat administrative fee of CHF 150.-.
The exact cancellation deadlines and conditions are set out in the individual service agreement and take precedence over this general policy.
4. Acceptance and Notice of Defects
Upon completion of a deliverable, the client has 10 working days to review the work and report any defects in writing. After this period, the deliverable is deemed accepted.
Verified defects attributable to errors by IMMERSA will be rectified at no charge. Requests that go beyond the originally agreed scope are not considered defects and will be invoiced separately.
C. Contact and Refund Processing
All cancellations, damage reports, and refund requests must be submitted in writing to the following address:
IMMERSA - Myshelov Consulting
Evgeny Myshelov
Saentisstrasse 6, 8008 Zurich, Switzerland
E-Mail: info@immersa.ch
Refunds will be processed within 10 working days of completed assessment, via the original payment method.
This policy forms part of the General Terms & Conditions (T&Cs) of IMMERSA (Myshelov Consulting). In the event of a conflict, the individual service agreement takes precedence.
