Cancellation & Refund Policy
A plain-English summary of how cancellations and refunds work. For the full legal terms, see my Terms & Conditions.
The Short Version
My work is created specifically for your business from the moment I start. So the rule is simple: if I have not started work yet, you can cancel and get your money back in full. Once I have started, the fee for that piece of work is not refundable, because it cannot be resold or reused for anyone else.
Monthly packages work differently. They are not cancelled through refunds, they are ended through notice. See below.
Before Work Starts
If you change your mind and contact me before I have started work on your order, email me at dana@socialgrowthsystems.co.uk. I will confirm whether work has begun. If it has not, I cancel the order and refund you in full. Any approved refund is processed within 14 days.
I usually start quickly once payment has cleared, so if you are unsure about an order, tell me straight away rather than waiting.
Once Work Has Started (One-Off Services)
For one-off services, such as an audit, a strategy plan, a post, a carousel or a Reel, the fee becomes non-refundable once I have issued your Order Confirmation and started work. Everything I make is built around your brand, your business and your goals, so it has no value to anyone else and cannot be resold.
Monthly Packages
When you start a monthly package, you choose one of two options at the outset:
A committed three-month term. After the initial three months, the arrangement continues on a rolling monthly basis. Either of us can end it by giving at least 30 days' written notice.
A one-month introductory term with no ongoing commitment. It simply ends at the end of that month unless we agree in writing to carry on.
Notice should be sent in writing to dana@socialgrowthsystems.co.uk. Fees already invoiced for a month of service that has begun are not refunded, because the work for that month is planned, created and scheduled in advance.
A Note on Business Customers
I contract with businesses only, not consumers. That means the cancellation rights that apply to consumers under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to your order. Cancellation is governed by my Terms & Conditions and, where you have signed one, by your Services Agreement.
None of this limits your right to have services performed with reasonable care and skill, or any other right that cannot lawfully be excluded.
A Couple of Examples
Full refund
You order an Audit on Monday evening. On Tuesday morning you realise you picked the wrong tier and email me. I have not started yet, so I cancel the order and refund you in full.
No refund available
You order a Carousel Design and send me your brief that evening. The next morning I have already started designing around your brand. At that point the fee is not refundable, because the work is underway and made specifically for you.
Ending a monthly package
You are on a three-month package and month four has just started. You give 30 days' written notice. I keep delivering through the notice period, and the package ends after that. No refund is due for the month already in progress, but nothing further is invoiced.
Got a question about a specific order? Get in touch and I'll help directly.