In short
- One address for almost everything: support@staedy.com. No portal or account is needed.
- Your order states what will be built, the platform, the publishing route, the review rounds, the timing and the price.
- You see the finished work privately and approve it before Staedy publishes anything.
- If agreed work is materially wrong or missing, we correct it without charge.
- If a material defect cannot reasonably be corrected, the statutory remedies and the terms apply.
- This route does not limit any statutory or contractual right you have.
This summary is for orientation only. The full text below applies.
On this page
- 1. How to reach us
- 2. Our response targets
- 3. Before work begins
- 4. Preview and approval
- 5. Corrections
- 6. Changes and additional work
- 7. Delays
- 8. Cancellation and refunds
- 9. Escalation
- 10. Data protection complaints
1. How to reach us
- Project, preview or publishing
- support@staedy.com, or reply to the project email
- Invoice, payment or refund
- billing@staedy.com
- Data protection
- privacy@staedy.com
- Security issue
- security@staedy.com
- Legal correspondence
- legal@staedy.com
2. Our response targets
- Normal enquiries
- Acknowledgement within one working day
- Material project issue
- Acknowledgement within one working day
- Payment or invoicing problem
- Reviewed the same or next working day
- Critical security issue
- Immediate internal escalation
- Data protection request
- Handled within the statutory deadlines under Art. 12 GDPR
These are service targets, not guarantees, unless the contract expressly says otherwise.
3. Before work begins
You receive a written scope that identifies the website, platform, pages or sections, publishing route, included reviews, expected timing and project price. Ask us to correct an ambiguity before accepting the order.
For a custom or technically restricted site, we confirm whether Staedy can implement directly or whether your developer will receive a handoff.
4. Preview and approval
You can review the agreed work in a private preview, staging environment or comparable review format before it is intentionally published.
Nothing is published by Staedy without approval from your authorised project contact. Approval should cover both the presentation and the accuracy of hotel facts, policies, prices and facilities.
5. Corrections
If delivered work materially differs from the agreed scope, tell us the project reference, affected page and expected result. We will inspect the approved version, implementation and available evidence.
A confirmed defect is corrected without charge within a reasonable period. Examples include:
- a materially missing agreed page or section;
- copy that contradicts facts you supplied before approval;
- a layout or interaction that materially fails on an agreed supported device;
- published work that materially differs from the approved preview because of a Staedy error.
Changes made after delivery by you, another provider, a plugin, an app or a platform update are not Staedy defects. Neither is a later change in AI answers, rankings, traffic, bookings or revenue.
6. Changes and additional work
Included review rounds are stated in the order. Corrections of defects do not use a review round.
If you request new pages, objectives, languages, functionality or a material change after approval, we will explain any additional price and timing before carrying out the work.
7. Delays
If Staedy expects to miss an announced date, we will explain the reason, the revised expectation and anything needed from you.
If your access, material, feedback or factual approval arrives late, the timetable moves by a reasonable corresponding period.
8. Cancellation and refunds
This is a business service and no consumer withdrawal right is offered. Any contractual cancellation right is stated in the order.
If you cancel after work begins without a legal right to do so, Staedy may invoice work already performed and non-cancellable third-party costs, up to the agreed project price.
If Staedy cannot deliver a material agreed part and cannot offer reasonable correction or replacement performance, statutory rights to price reduction, withdrawal or refund remain available.
9. Escalation
If a support response does not resolve the issue, reply with the subject line “Escalation”, include the project reference and describe the outcome you want. The matter will be reviewed by a different responsible person where practicable.
10. Data protection complaints
Data subjects may also contact the competent data protection supervisory authority. For a private company established in Bavaria this is the Bayerisches Landesamt für Datenschutzaufsicht, Promenade 18, 91522 Ansbach, Germany.
This voluntary complaint route never limits any statutory or contractual right.