Complaints and Returns Policy – UltimateMove
Last updated: August 30, 2025
1. Introduction
UltimateMove provides coaching services (gaming, lifestyle, mental, physical), remote computer optimization, and assembles and configures computers according to individual customer needs.
This policy sets out the rules for withdrawal from the contract, returns, and complaints, in accordance with Polish and European consumer law.
2. Digital and remote services (coaching, optimization)
2.1. The consumer has the right to withdraw from a distance contract within 14 days of its conclusion.
2.2. Exception (Article 38 of the Consumer Rights Act): The right of withdrawal does not apply if the service has been fully performed with the customer's express consent and after informing them of the loss of the right of withdrawal.
2.3. Refunds are only possible if:
the service has not yet been launched,
there was a technical inability to perform the service on the part of UltimateMove,
the payment was made in error (e.g., double transaction).
2.4. UltimateMove shall not be liable for:
failure to achieve specific coaching results (results depend on the individual commitment of the client),
limitations resulting from hardware or software configuration when optimizing computers.
3. Computer hardware (assembly and configuration)
3.1. All computer sets offered by UltimateMove are prepared on individual request from the customer and in accordance with their specifications.
3.2. Pursuant to Article 38(3) of the Consumer Rights Act, The right to withdraw from the contract does not apply to goods manufactured according to the consumer's specifications or serving to satisfy his individual needs..
3.3. The customer retains the full right to complain about the equipment in the event of:
manufacturing defects in components,
Non-compliance with the agreement.
3.4. Complaints are handled in accordance with the following procedure: warranty (2 years) and any manufacturer's warranty.
3.5. In the event of a justified complaint, UltimateMove shall bear the shipping costs. In the event of an unjustified complaint, the shipping costs shall be borne by the customer.
4. Cancellation or rescheduling of a session (coaching/optimization)
>48 hours before the session - full refund.
24–48 hours before the session - refund reduced by 50% of the cost of the service.
<24 hours before the session - a refund of 10% of the service price.
<12 hours before the session or customer absence – no refunds.
In exceptional cases of unforeseen circumstances (illness, emergencies), UltimateMove may waive the fees upon presentation of appropriate documentation.
5. Complaint procedure
Complaints should be sent to the following email address: info@ultimatemove.eu
Please provide your order number and describe the problem.
We process complaints within 14 calendar days.
The customer will be informed of the decision by email.
6. Refunds
6.1. Refunds (if applicable) are made using the same payment method used for the transaction.
6.2. In the event of technical problems with fast payment systems (e.g., Autopay), UltimateMove will ask the customer for bank account numberto which the transfer will be made.
6.3. The refund will be made within 14 business days from the date of approval of the complaint.
6.4. We may enforce a refund ourselves if, during the optimization of the customer's computer, we detect that the system is unstable or there are other problems with its proper functioning, such as viruses or faults unknown to us. This situation will prevent us from performing our services correctly, and the customer will be informed about the possibility of a refund or change of the service date if they resolve the current problems with their computer.
7. Alternative dispute resolution methods
The customer has the right to:
assistance from the Municipal or County Consumer rights advocate
mediation and arbitration,
European ODR platform: https://ec.europa.eu/consumers/odr.
8. Policy Updates
UltimateMove reserves the right to make changes to this policy, e.g. to adapt it to changes in the law or the scope of its activities.
The current version will always be published on the website.
9. Contact details
UltimateMove
Śląska 1a, 63-900 Masłowo
Email: info@ultimatemove.eu
