Terms & Conditions

1. Who we are

These Terms & Conditions ("Terms") govern the relationship between Signava, MB, a private limited company registered in the Republic of Lithuania (registered office: V. Nageviciaus g. 3, Vilnius, LT-08237) ("Signava," "we," "us"), and any organization or individual engaging our services ("Client," "you").

2. Scope of services

Signava provides market and consumer research services, and — as our platform grows — policy, social, and ESG research and research-support tools accessed through our website and, where applicable, our client portal. The specific scope, deliverables, and timeline for any engagement are set out in a signed Statement of Work ("SOW") or written proposal, which takes precedence over these Terms on matters of scope.

3. Quotes & pricing

Prices quoted via our website calculator or in a formal proposal are indicative and valid for 30 days from the date of issue unless otherwise stated. Final pricing is confirmed only upon signature of an SOW. Prices are quoted in EUR unless otherwise agreed. VAT, where applicable, is calculated and disclosed separately per the tax treatment relevant to your organization's location — see our Privacy Policy for how cross-border data handling is addressed, and your signed SOW for the specific VAT treatment applied to your engagement.

4. Payment terms

Unless otherwise agreed in an SOW, fees for an engagement are invoiced in three milestones:

• 30% as a down payment, due before work begins
• 35% before fieldwork commences (online or offline)
• 35% after User Acceptance Testing (UAT) — i.e. upon your review and acceptance of the final deliverable

Each milestone invoice is payable within 14 days of issue. Late payment may result in suspension of ongoing work, including a delay to fieldwork start dates, until the outstanding milestone is settled.

5. Cancellation policy

Because a right of withdrawal under EU consumer-protection rules (such as the 14-day cooling-off period) applies to consumer contracts and does not automatically extend to business-to-business services, cancellation of a Signava engagement is governed by the milestone structure below, reflecting costs actually committed at the time of cancellation:

• Before the down payment is invoiced: either party may withdraw at no cost.
• After the down payment, before fieldwork begins: you may cancel by written notice. The down payment covers researcher allocation and project setup already undertaken and is non-refundable, but no further milestone will be invoiced.
• After fieldwork has started: you may cancel by written notice. Fees for fieldwork already conducted and non-cancellable third-party costs already committed (for example, respondent incentives already paid) are due; any remaining, uncommitted portion of the fieldwork milestone is not invoiced or is refunded if already paid.
• After UAT/final deliverable acceptance: the engagement is considered complete and the final milestone is due in full.

Cancellation must be given in writing. We will confirm in writing what has been committed and what, if anything, is refundable within 10 business days of receiving notice.

6. Refund policy

As a business-to-business services provider, Signava does not offer discretionary refunds once work has been performed and accepted — our refund position mirrors the cancellation policy above, since both are anchored to the same three-milestone structure:

• Amounts paid for milestones not yet begun at the time of cancellation are refunded in full.
• Amounts corresponding to work already performed, or to non-cancellable costs already committed on your behalf, are not refunded.
• If we fail to deliver a milestone in material conformity with the agreed SOW, you are entitled to request remediation in the first instance; if we cannot remediate within a reasonable time, a pro-rated refund of the affected milestone applies. This is a contractual remedy for non-conformity, not a general right of refund.

Refund requests should be sent to consult@signava.expert with the relevant SOW reference. We aim to resolve refund requests within 14 business days.

7. Client responsibilities

You agree to provide accurate information necessary for us to scope and deliver the engagement, respond to requests for approvals or materials within a reasonable timeframe, and ensure you have the right to share any data or materials you provide to us.

8. Confidentiality

Each party agrees to keep confidential any non-public business, technical, or strategic information disclosed by the other party in connection with an engagement, and to use it solely for that engagement's purpose. This obligation survives termination of the engagement for 3 years. Aggregate, anonymized, or de-identified insights derived from an engagement may be used by Signava for internal benchmarking unless the SOW states otherwise.

9. Data protection

Where an engagement involves personal data — for example, respondent data collected during fieldwork — the parties' respective roles and obligations as data controller and/or processor are set out in a Data Processing Agreement, incorporated by reference into the SOW, and consistent with our Privacy Policy.

10. Intellectual property

Unless otherwise agreed, Signava retains ownership of its underlying research methodologies, templates, and tools. Client-specific deliverables (reports, data tables, presentations) produced under an SOW are licensed or assigned to the Client as specified in that SOW, upon full payment of all invoiced milestones.

11. Limitation of liability

To the maximum extent permitted by Lithuanian and EU law, Signava's total liability arising from any engagement is limited to the fees paid by the Client for that specific engagement. Signava is not liable for indirect, consequential, or reputational damages. Nothing in these Terms limits liability for fraud, gross negligence, or death or personal injury caused by negligence, where such limitation is not permitted by law.

12. Termination

Either party may terminate an ongoing engagement for material breach not cured within 14 days of written notice. Signava will invoice for work completed and non-cancellable costs incurred up to the termination date, consistent with the Cancellation Policy above.

13. Governing law & disputes

These Terms and any engagement are governed by the laws of the Republic of Lithuania. Disputes not resolved amicably within 30 days will be subject to the exclusive jurisdiction of the courts of Lithuania, without prejudice to any mandatory jurisdiction rules that may apply.

14. Changes to these Terms

We may update these Terms from time to time; material changes will be notified to active clients. Continued use of our services after changes take effect constitutes acceptance.

15. Contact

Questions about these Terms can be directed to:

Signava, MB
V. Nageviciaus g. 3, Vilnius, LT-08237, Republic of Lithuania
consult@signava.expert