Cancellation, Refund and Recurring Payments Policy

1. Scope

This policy explains how business clients can cancel, what happens to work already completed and how recurring website-care and advertising payments operate.

This policy forms part of the Client Service Terms. It applies to business purchases only.

Nothing in this policy removes a right or remedy that cannot lawfully be excluded.

2. How to cancel

You can submit a cancellation request:

• Through the cancellation form
• By emailing joe@laveryleads.co.uk

Include your business name, invoice or order reference, the service to be cancelled and the requested cancellation date.

We will confirm receipt and state the effective cancellation date. Keep that confirmation for your records. Cancelling a payment instruction with a bank or card provider does not by itself cancel the service agreement; please also notify us so that we can stop work, hosting or advertising safely.

3. One-off website and setup work

Because our work is customised and may begin soon after acceptance, refunds depend on the stage reached.

Before work begins

If you cancel before we have begun work or committed a third-party cost, we will refund the setup amount paid.

If a non-recoverable third-party cost was clearly approved and already committed, we may deduct that cost and provide an explanation.

After work begins

If you cancel after work begins, you must pay for:

• Work reasonably completed up to cancellation
• Time reasonably reserved and already used for the project
• Non-recoverable third-party costs approved or reasonably required by the accepted scope

We will calculate this using the rate in the Order Form or, if no rate is stated, a reasonable proportion of the agreed project price based on the work completed. We will provide an itemised explanation and refund any remaining balance.

The initial payment is not treated as an automatic penalty. We retain only the amount reasonably attributable to work, reserved delivery capacity already used and committed costs, up to the amount properly due.

After final approval, launch or handover

Once the agreed service has been completed, approved, launched, transferred or used, the setup fee is normally non-refundable.

If you believe the service materially fails to match the agreed scope, tell us promptly and give us a reasonable opportunity to investigate and correct it. A refund or price reduction may be considered where a material failure remains uncorrected and a refund is an appropriate remedy.

Preference changes, results below expectations, low enquiry volume, search-ranking changes or advertising performance do not by themselves entitle the Client to a refund.

4. Delayed or inactive projects

Client delay pauses the delivery timetable.

If a project is archived because the Client has not responded for the periods stated in the Client Service Terms, amounts for work already completed remain payable. Any unused balance is assessed under section 3 above.

If we cannot complete a project for reasons within our control, we will offer an appropriate remedy, which may include completing the work within a revised period, transferring usable work completed, or refunding the amount paid for work not supplied.

5. Recurring Website Care Plan

The Website Care Plan is billed monthly in advance at the price and on the billing date shown in the Order Form or checkout.

It renews each month until cancelled. There is no minimum term unless the Order Form clearly states one.

You may cancel at any time. If we receive the request before the next recurring charge is processed, no further monthly charge will be taken. If the charge has already been processed, cancellation takes effect at the end of that paid billing period.

We recommend submitting a request at least two working days before the next billing date to avoid a request and an automated charge crossing, but this recommendation does not prevent us from acting on a later request that arrives before the payment is processed.

Monthly fees already charged are normally not refunded or prorated because hosting, availability, maintenance and support capacity are supplied for the whole billing period. We may provide a refund or credit where:

• The payment was taken after an effective cancellation
• The amount was incorrect
• We did not supply a material part of the paid service and did not correct the issue
• We agree another resolution in writing

Service normally continues until the end of the paid period. At that point hosting and associated services may end, so the Client should arrange handover or replacement hosting in good time.

6. Meta ads setup and management

One-off Meta account or tracking setup is treated as customised project work under section 3.

Meta ads management renews monthly unless the Order Form states a minimum term or different billing cycle.

On cancellation, we will stop or transfer management of campaigns at the agreed effective time. The Client remains responsible for:

• Advertising spend already delivered or committed by Meta
• Charges made directly by Meta
• Taxes and currency-conversion charges
• Spend caused by a platform delay outside our reasonable control after a valid pause instruction, provided we acted promptly

Stopping ads does not automatically cancel our management agreement, and cancelling our agreement does not automatically stop platform billing. We will make both steps clear in the cancellation confirmation.

If an initial minimum management term is agreed, it must be prominently stated in the Order Form. Fees for the remaining minimum term are payable only to the extent permitted by that agreement and applicable law, subject to our duty to reduce avoidable loss.

7. Failed payments and retries

If a recurring payment fails, our payment provider may retry it. We may notify you, request updated details and suspend the affected service after reasonable notice.

We do not charge a failed-payment administration fee unless it was clearly stated in the Order Form and reflects a reasonable cost.

Suspension or cancellation for non-payment does not remove liability for valid overdue amounts or third-party costs already incurred.

8. Price changes

We may change the price of a recurring service by giving at least 30 days’ written notice.

The new price applies no earlier than the first billing period beginning after the notice period. If you do not accept it, you may cancel before the new price takes effect.

9. Refund method and timing

Approved refunds are made to the original payment method where possible.

We aim to instruct the refund within ten working days after entitlement and amount have been agreed. A bank or payment provider may take additional time to show the credit.

If a chargeback or payment dispute has already been opened, the card-network process may affect how a refund can be issued. We will explain the available route.

10. Payment disputes

If you do not recognise a charge or believe it is wrong, contact us promptly at joe@laveryleads.co.uk. We will investigate the order, acceptance record, invoice, cancellation history and work supplied.

We ask that you give us a reasonable opportunity to resolve a mistake before approaching a bank. This request does not remove any right to contact your bank or card issuer.

11. Contact