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Payments, Cancellations, Refunds & Chargebacks | Privacy Policy
Last updated: 14 August 2026
These Terms of Service apply to professional services supplied by Ulam & Neumann OÜ.
Ulam & Neumann OÜ
Registry code: 16555361
VAT number: EE102589665
Registered address: Sepapaja tn 6, 15551 Tallinn, Estonia
Email: info@ulamneumann.com
Telephone: +372 513 2804
Ulam & Neumann OÜ provides professional consultancy, advisory, research, training, policy-development, documentation, and related services.
Our work is generally bespoke. The precise scope, deliverables, timetable, and price of each engagement are agreed individually with the customer before work begins.
Depending on the engagement, services may include:
Information provided on this website describes the general nature of our services. Unless expressly stated otherwise, it does not constitute a binding offer for a particular engagement.
Before payment is requested, the customer will receive information identifying the relevant service and its commercial terms. Depending on the project, this may be provided through a quotation, proposal, statement of work, engagement letter, contract, invoice, or equivalent written communication.
The information provided to the customer will normally specify:
Where a project changes materially after it has commenced, additional work, fees, or revised delivery dates will be agreed with the customer.
Ulam & Neumann provides predominantly bespoke professional services. Consequently, there is no single standard price applicable to all engagements.
Prices depend on factors including the scope of work, complexity, expected professional time, required expertise, delivery timetable, jurisdiction, and agreed deliverables.
The customer will always be informed of the applicable price, or the basis on which it is calculated, before payment is requested.
Unless otherwise specified:
Where a service is provided at an hourly or daily rate, the applicable rate and any agreed maximum budget or estimate will be communicated before work begins.
An agreement for services is formed when the parties agree the relevant scope and commercial terms.
Depending on the engagement, acceptance may occur through:
Any individually agreed quotation, proposal, contract, statement of work, or engagement letter takes precedence over these general Terms of Service where there is a conflict.
Customers may be offered one or more payment methods, including bank transfer or a secure online payment link.
Where an online payment link is provided, it relates to a specific service, project, invoice, quotation, or other previously agreed obligation.
Available online payment methods may include Visa, Mastercard, Apple Pay, Google Pay, or bank payment methods made available by our payment service provider.
Payment card information is processed by the relevant payment service provider. Ulam & Neumann OÜ does not store complete customer payment-card details.
Unless otherwise agreed, invoices and payment requests must be paid by the due date stated on the relevant invoice or commercial agreement.
The delivery method and timetable depend on the individual engagement.
Services may be delivered through meetings, workshops, training sessions, written reports, policies, procedures, analyses, presentations, digital documents, or other agreed formats.
The expected timetable is communicated to the customer before or during the commencement of the engagement.
Delivery dates may depend on the customer providing information, documentation, decisions, access, or feedback reasonably required to perform the work.
If a material delay occurs, we will inform the customer and agree an appropriate revised timetable where necessary.
The customer is responsible for providing accurate and sufficiently complete information required for the performance of the service.
Unless otherwise expressly agreed, professional advice and deliverables are based on the information available to Ulam & Neumann at the time the work is performed.
The customer remains responsible for decisions taken based on consultancy, recommendations, reports, policies, or other work supplied by Ulam & Neumann.
Cancellation and refund rights depend on the nature and status of the relevant engagement.
The general rules are described in our Payments, Cancellations, Refunds & Chargebacks Policy.
Where project-specific cancellation or refund terms have been agreed in a quotation, contract, engagement letter, or statement of work, those terms take precedence to the extent permitted by applicable law.
Mandatory consumer rights are not restricted by these Terms.
Where a customer qualifies as a consumer under applicable law and enters into a distance contract, statutory consumer rights may apply, including a right to withdraw from certain contracts within 14 days.
If a consumer expressly requests that provision of a service begin before the withdrawal period expires, the consumer may be required to pay for the proportion of the service already provided if they subsequently withdraw.
Where a service has been fully performed following the consumer's prior express request and acknowledgement, the statutory right of withdrawal may cease in accordance with applicable law.
These provisions do not apply to customers purchasing services for purposes connected with their business, trade, or profession where they do not qualify as consumers.
Questions or complaints concerning a service or payment should be submitted to:
Please provide sufficient information for us to identify the relevant engagement, such as the customer name, invoice or reference number, and a description of the issue.
Consumer complaints submitted in writing or in a format which can be reproduced in writing will be reviewed and responded to within 15 days of receipt, unless another period is permitted by applicable law.
Consumer complaints will be handled in accordance with applicable Estonian consumer-protection law.
Unless otherwise agreed in writing, Ulam & Neumann retains ownership of its pre-existing methodologies, templates, know-how, frameworks, training materials, and reusable intellectual property.
Rights to use customer-specific deliverables are determined by the relevant project agreement.
Unless expressly agreed otherwise, payment for a deliverable does not transfer ownership of Ulam & Neumann's pre-existing intellectual property incorporated into that deliverable.
Ulam & Neumann treats confidential customer information received during an engagement as confidential and uses it for the purposes of performing the agreed work.
Confidentiality obligations may be further defined in a project-specific agreement or non-disclosure agreement.
Ulam & Neumann will perform its services with reasonable professional care.
Consultancy, research, analysis, recommendations, documentation, and training may depend on customer-provided information, professional judgement, and legal, regulatory, commercial, or operational circumstances that may change over time.
Unless expressly agreed otherwise, Ulam & Neumann does not guarantee a particular commercial, regulatory, financial, licensing, or other outcome.
Nothing in these Terms excludes or restricts liability where doing so would be prohibited by applicable law.
Personal data are processed in accordance with our Privacy Policy.
Information necessary to process and document payments may be shared with banks, payment service providers, card schemes, accounting providers, fraud-prevention providers, and other parties where necessary to process the transaction or comply with legal obligations.
These Terms are governed by Estonian law.
The parties will first seek to resolve disagreements directly and in good faith.
If a consumer and Ulam & Neumann OÜ are unable to resolve a dispute by agreement, the consumer may submit the dispute to the Consumer Disputes Committee operating at the Estonian Consumer Protection and Technical Regulatory Authority (Tarbijakaitse ja Tehnilise Järelevalve Amet). The consumer may also pursue the matter before a competent court.
Ulam & Neumann OÜ
Registry code 16555361 | VAT EE102589665
Sepapaja tn 6, 15551 Tallinn, Estonia | info@ulamneumann.com | +372 513 2804
Copyright © 2026 Ulam & Neumann - All Rights Reserved.