Cancellation and refunds

1. Scope and contact

This policy forms part of our Terms and conditions. It applies to business and consumer clients, with statutory consumer protections taking priority over commercial cancellation rules.

Company

SEO WEBS AND MUCH MORE LTD

Number

14411289 · Registered in England and Wales

Registered office

85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom

Contact address

63/66 Hatton Garden, Fifth Floor, Suite 23, London, EC1N 8LE, United Kingdom

Email

info@seowebs.co.uk

Telephone

+44 20 4577 1369

2. Three different concepts

Contractual cancellation is ending an order or future service periods under the agreement. Statutory cancellation is a consumer’s legal cooling-off right for an eligible contract. A refund is money returned when due following cancellation, defective work, breach or another agreed reason. Requesting cancellation does not waive other rights.

3. Before work starts

If no work has been performed and no authorised, non-recoverable external costs have been incurred, we will refund the advance payment in full. Receiving payment, accepting an order or reserving internal time does not by itself justify keeping the money. Preparing an ordinary quotation is not chargeable unless separately agreed as a paid service.

4. Work in progress and external costs

For contractual cancellation, we calculate the work actually performed using the agreed prices, milestones or rates, plus authorised external costs specifically incurred for the order that cannot reasonably be recovered. We provide an itemised explanation and avoid charging twice for the same activity. Unperformed work and avoided costs are not treated as completed work.

We will take reasonable steps to stop further expenditure and recover available supplier credits. Recoveries belonging to the client will be passed on. No automatic deduction of all future fees, overheads or expected profit applies under this policy. Any cancellation charge must be lawful and fair; consumer charges cannot exceed what the law permits.

The statutory cancellation rules below override this calculation. A supplier’s “non-refundable” label does not authorise deductions that consumer law prohibits.

5. Completed services

A later change of mind does not itself create a commercial refund entitlement for a service correctly completed. This does not exclude claims for breach or defective performance, or a statutory cancellation right that has not validly ended. Finishing a stage or the first month does not mean a longer contract has been fully performed.

6. Advertising placements and PPC

For directory or portal advertising, we distinguish agreed preparation work, advertising already delivered and future unused periods. Starting a campaign does not automatically make every future period non-refundable.

For PPC, we will request or implement a pause without undue delay and explain when it takes effect. The calculation separates management fees, advertising actually consumed and unused funds. Platform charges reported later must relate to genuine delivery and be explained.

If you pay the platform directly, its refund process applies to funds it holds, with our agreed assistance. If we hold your campaign funds, we return the unused amount not lawfully committed and pursue recoverable adjustments. Third-party processes do not postpone any statutory refund we owe. Promotional credits may have no cash refund value.

7. SEO and recurring marketing

Completed audits, research, strategy, optimisation and other agreed work are valued according to the actual work and contract. Advance payments for unperformed tasks or cancelled future periods are returned subject to lawful deductions. Lack of an unpromised ranking or sales result is not itself defective performance, but missing work or broken express promises may be.

8. Web development and content

Development projects are assessed against agreed stages and actual progress. A partly completed milestone is not automatically charged as complete. Time-based work uses agreed rates; fixed-price work is assessed proportionately against the scope. The client receives the paid-for materials and rights to which the agreement entitles them.

Research, writing, design, photography, editing and production can represent performed work before publication. We distinguish finished, in-progress and unstarted content. For social media, we will stop future scheduled activity where reasonably possible and refund unperformed work according to this policy.

9. Hosting, domains and licences

Set-up, service periods already supplied and future commitments are assessed separately. Annual billing alone does not justify retaining a whole year’s payment. Non-recoverable domain, certificate, software or hosting costs must be specific, disclosed, authorised and evidenced.

There is no blanket statutory cancellation exclusion for hosting, domains or a customised service. We will explain the applicable rules before commitment. On cancellation we will communicate the end date and agreed arrangements for access, exports, transfers and data retention.

10. Statutory consumer cancellation

For an eligible distance or off-premises service contract, you may cancel without giving a reason until the end of 14 days after the day the contract is made. Paid digital content without a tangible medium normally has the same starting point, subject to the separate early-supply rule below. These rights do not generally apply to business purchases.

Tell us clearly that you wish to cancel by email to info@seowebs.co.uk or by post to our contact address. You may use the model cancellation form, but do not have to. Sending your statement before the deadline is sufficient; no internal approval or reason is required. Keep evidence of sending it.

If required cancellation information was not provided, the period can extend by up to 12 months after the original period. If the information is provided during that extension, the right ends 14 days after you receive it.

If you expressly request an early start, and cancel before full performance, you may owe only a proportionate amount for the service supplied before cancellation, based on the agreed total price or market value if that price is excessive. You do not bear that cost where the legally required information or express request is missing. For off-premises contracts, the early-start request must be on a durable medium.

The service cancellation right ends on full performance within the cooling-off period only after the required express request and acknowledgement that full performance will end the right. Generic acceptance of these terms is not enough.

For paid digital content supplied without a tangible medium, the right is lost when supply begins only if you expressly consent to early supply and acknowledge that you will lose the right. We must provide the required contract confirmation. Where the required consent, acknowledgement or confirmation is missing, you will not bear the cost of that supply when exercising cancellation rights.

11. Refund timing and method

For statutory cancellation, we will make the refund due without undue delay and within 14 days after being informed of your decision. We use the original payment method unless you expressly agree otherwise, without a refund fee. Only legally permitted deductions apply.

For commercial refunds, we normally pay within five working days after confirming the amount due. The assessment will not be delayed unreasonably and does not override statutory deadlines. We may request proportionate information needed to identify the transaction or safely make a refund, but this must not obstruct a valid cancellation.

12. Defective services or digital content

Cooling-off rights are separate from rights when something goes wrong. Under the Consumer Rights Act 2015, remedies may include repeat performance or a price reduction for services, and repair or replacement or a price reduction for digital content, as applicable. The circumstances may justify a full refund. Statutory remedies are not restricted to the cancellation period.

Where a statutory price-reduction refund is due, the applicable legal deadline and fee-free payment rules apply, including the 14-day deadline from agreement that the consumer is entitled to it where required. Voluntary cancellation deductions are not penalties for a failure attributable to us.

13. Model cancellation form

Complete and send this form only if you wish to cancel. You may instead send any clear statement.

14. Complaints

Contact info@seowebs.co.uk if a calculation or refund is disputed. We will explain our position and the available next steps. The complaints and governing law provisions apply without excluding mandatory consumer rights. No obsolete EU online dispute resolution platform is used.