1 WHEN THIS CANCELLATION POLICY APPLIES
1.1 This Cancellation Policy will apply where you have purchased services from us on-line, and where the contract for that purchase provides that this Cancellation Policy is applicable. Please refer to your contract of purchase to confirm whether this Cancellation Policy applies.
1.2 Where this Cancellation Policy applies, the following provisions shall be treated as forming a part of your contract with us.
2 YOUR RIGHTS TO END THE CONTRACT
2.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have purchased, whether there is a problem with your purchase, how we are performing and when you decide to end the contract:
2.1.1 If you want to end the contract because of something we have done or have told you we are going to do, see clause 2.2;
2.1.2 If you have just changed your mind, see clause 2.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions;
2.1.3 If what you have purchased is faulty or mis-described you may have a legal right to end the contract (or to get the order corrected or a service re-performed or to get some or all of your money back), see clause 2.4;
2.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 2.5.
2.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 2.2.1 to 2.2.5 below, the contract will end immediately and we will refund you in full for any purchases for which the services have not been provided. In these circumstances, you may also be entitled to compensation. The reasons are:
2.2.1 we have told you about an upcoming change to the services or the terms of your contract which you do not agree to;
2.2.2 we have told you about an error in the price or description of the services you have ordered and you do not wish to proceed;
2.2.3 there is a risk that supply of the services may be significantly delayed because of events outside our control;
2.2.4 we have suspended supply of the services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or
2.2.5 you have a legal right to end the contract because of something we have done wrong.
2.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). Please note that for most online purchases you have a legal right to change your mind within 14 days of the date on which we confirm your purchase (by e-mail or via the web-site) and receive a refund. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
2.4 Ending the contract where you have a complaint about the services. You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or you can get some or all of your money back if we can't fix it.
2.5 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 2.1), you can still end the contract before it is completed, but you may have to pay us compensation.
3 HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
3.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
3.1.1 Phone or email. Call us on +44 (0)1843 808080 or email us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
3.1.2 Online. Complete the cancellation form on our website.
3.1.3 By post. Print off and complete the cancellation form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received confirmation and your name and address.
3.2 How we will refund you. We will refund you the price you paid for the services, by the method you used for payment. However, we may make deductions from the price, as described below.
3.3 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind, where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
3.4 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind.
Last updated: July 2017