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Order cancellation, refunds, defect remediation and claim procedures for grave.uz services.
These rules describe how an order can be cancelled, how refunds are issued, and how defects in completed work are remedied for services provided by Grave in the Republic of Uzbekistan. The rules form an integral part of the public Offer.
The rules align with the Republic of Uzbekistan Law on Consumer Protection and with the terms of the payment systems used (UZCARD/HUMO/Visa/Mastercard, Click, Payme).
The Client may cancel an order at any time before work actually begins, without giving reasons.
A refund is issued in full, less the Provider’s documented expenses (logistics, consumables, custom-ordered elements such as engraving). We notify the Client about such expenses in advance.
If the Provider cannot deliver the service for any reason (no access to the cemetery, the burial site cannot be identified, force majeure), the Client is refunded 100% within 5 business days.
If the result does not match the agreed estimate or accepted quality standards, the Client may request a free remedy. The remedy is performed within up to 10 business days from receipt of a substantiated claim.
If the defect cannot be remedied, a partial or full refund is issued proportional to the scope of work that was not performed properly.
Standard refund timeframe — up to 10 business days from the moment the amount is agreed. Actual crediting depends on the payment system:
• UZCARD/HUMO — typically 1–5 business days.
• Visa/Mastercard — typically 3–10 business days.
• Click/Payme — typically 1–3 business days.
Refunds are issued using the same payment method as the original payment.
Contact us via any of the following channels:
• E‑mail: support@grave.uz
• Phone: +998 91 778 41 33
• Telegram / WhatsApp at the number above.
Include the order number, the substance of the claim, and attach photos/videos if relevant. We register the claim in our system and reply within 5 business days.
No refund is issued for work that has been properly performed and accepted by the Client, if no substantiated claim has been received within 14 days from delivery of the “after” report.
Damage and wear arising after the work has been accepted, due to causes outside the Provider’s control (weather, third-party actions), are not compensated.
If the parties cannot reach an agreement, the Client may turn to the competent consumer-protection authorities or to a court at the Provider’s location under the laws of the Republic of Uzbekistan.