Refund and cancellation policy

1. Who this applies to

This policy covers everything you can buy from Smarter Web Solutions Limited, trading as SmartersWeb: monthly care plans, one-off project work, and ad-hoc support. It forms part of our terms of service.

We distinguish between consumers — individuals buying outside the course of a business — and business customers. Consumers have additional statutory rights, set out in section 4, which this policy does not restrict.

2. Cancelling a care plan

• There is no minimum term and no cancellation fee.
• You may cancel at any time by giving 30 days' notice by email. We will confirm in writing within one working day.
• Your plan continues, and we continue to support you, until the end of the period you have already paid for. You are not charged again after that.
• We do not refund part-months, because the plan is a standing commitment of availability rather than a block of hours. Unused monthly allowance does not roll over or convert to credit.
• If you cancel within 48 hours of a renewal payment being taken and we have carried out no work in that new period, we will refund that payment in full.
• On cancellation we hand over any credentials, documentation and files we hold, at no charge.

3. Cancelling project work

We keep a written record of work completed and will show you the breakdown behind any deduction. If you disagree with our assessment, tell us and we will go through it with you line by line.

If we cancel a project for any reason other than your breach of the terms, you get a full refund of everything you have paid for work not yet delivered.

4. Your statutory rights as a consumer

If you are buying as an individual rather than for a business, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day cancellation period, starting the day after the contract is made. You can cancel within that period for any reason, or none, and you do not have to give a reason.

Two things are worth knowing:

• If you ask us to start work during the 14 days and then cancel, you must pay a proportionate amount for the work carried out up to the point you told us. We will always ask you to confirm in writing that you want us to start early, precisely so this is not a surprise.
• If the service is fully performed within the 14 days with your express prior consent, and you acknowledged that you would lose the cancellation right on completion, then the right does not survive completion.

You can cancel by any clear statement — an email saying so is enough. You may also use the model cancellation form in the Regulations if you prefer. The Consumer Rights Act 2015 additionally entitles you to services performed with reasonable care and skill; where they are not, you can require them to be redone or ask for a price reduction.

5. What is not refundable

• Work that has been completed and accepted.
• Third-party costs we have already paid on your behalf — domain registrations, commercial plugin or theme licences, stock photography, paid advertising spend. These belong to you and are non-returnable to us.
• Time spent on discovery, research and consultancy that has been delivered, even if you then decide not to proceed with the build.
• Payments to advertising platforms, which are governed by those platforms' own terms.

Scoping calls, quotes and the initial website audit are free, so the question of refunding them does not arise.

6. If the work is not right

Refunds are the last resort, not the first. If a Deliverable does not do what we agreed it would, tell us and we will fix it at no charge — that is what the 30-day post-launch warranty in our terms is for. Where we cannot put it right within a reasonable time, you are entitled to a proportionate price reduction or, if the failure is fundamental, a refund of the affected portion.

This does not cover changes of mind about design direction after approval, changes you or a third party have made to our work, or faults in third-party software outside our control.

7. How to cancel

Email hello@smartersweb.uk with the word "cancel" and the plan or project concerned. That is the whole process. We will not ask you to telephone, sit through a retention offer, or complete a form.

You will get a written acknowledgement within one working day confirming the cancellation date, what you have paid for, and what happens to your files and credentials.

8. How refunds are paid

• Refunds are made to the original payment method. A card payment is refunded to that card; a bank transfer is refunded to the account it came from.
• We process approved refunds within 5 working days of agreeing them.
• Card refunds then take a further 5 to 10 working days to appear, depending on your bank. That part is outside our control.
• We do not charge an administration fee on refunds, and we do not deduct payment-processing costs from them.

9. Disputes and chargebacks

If you believe a charge is wrong, please contact us first — we can almost always resolve it faster than your bank can, and we would rather fix a mistake than argue about it. We aim to respond to any billing query within two working days.

If you do raise a chargeback with your card issuer, we will provide our records of the work performed and the agreement in place. Raising a chargeback for work that has been delivered and accepted is a breach of our terms, and we may suspend services while it is resolved.

10. Contacting us

Smarter Web Solutions Limited
85 Shelbourne Road
London, N17 9YL
United Kingdom
Company number 12504462
Email hello@smartersweb.uk · Telephone +44 7912 315516
Mon–Fri, 9am–6pm UK time

Card payments are processed by Stripe. We never see or store your full card details.