Refund & Cancellation Policy

    Last updated: October 2025

    1. Introduction

    At Epic Edits LTD, we are committed to delivering exceptional SEO and digital marketing services. This Refund and Cancellation Policy outlines your rights under UK law, including the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015, and the circumstances under which refunds may be provided.

    2. Your Consumer Rights (UK Law)

    14-Day Cooling-Off Period (Consumer Contracts Regulations 2013)

    If you are a consumer (not purchasing for business purposes), you have the right to cancel your contract within 14 days of purchase without providing a reason. This applies to:

    • Services purchased online, by phone, or email
    • Digital content not yet downloaded or streamed

    Important Exception:

    If you request that we begin providing services immediately (before the 14-day period ends), you waive your right to cancel once services have commenced. We will ask for your express consent to begin work immediately.

    Consumer Rights Act 2015

    Services must be provided with reasonable care and skill. If services do not meet this standard, you are entitled to:

    • Request that we repeat or fix the service at no additional cost
    • A price reduction if we cannot fix the issue
    • A full or partial refund if the service cannot be provided to standard

    3. Refund Policy by Service Type

    Monthly Retainer Services (SEO, PPC Management, etc.)

    • Cancellation Notice: You may cancel at any time with 30 days written notice
    • Current Month: No refund for the current billing month once work has commenced
    • Prepaid Months: Unused prepaid months will be refunded on a pro-rata basis, minus a 15% administrative fee
    • 14-Day Cooling-Off Period: Full refund if cancelled within 14 days before services begin
    • After Services Begin: Refund calculated based on work completed and value delivered

    Project-Based Services (Web Design, Audits, etc.)

    • Initial Deposit: 50% deposit is refundable if you cancel within 14 days before work begins
    • After Work Begins: Deposit becomes non-refundable; refunds calculated based on:
      • Percentage of work completed
      • Expenses incurred (third-party costs, licenses, etc.)
      • Value delivered to date
    • Final Payment: No refund once final deliverables are provided and accepted
    • Non-Delivery: Full refund if we fail to deliver within agreed timeframe without justification

    One-Time Services (Consultations, Strategy Sessions)

    • Before Service Delivery: Full refund if cancelled within 14 days and before session occurs
    • After Service Delivery: No refund once consultation or session is completed
    • Non-Attendance: No refund for missed appointments without 48 hours notice

    Digital Products and Training

    • Before Download/Access: Full refund available within 14 days
    • After Download/Access: No refund once digital content is accessed or downloaded
    • Technical Issues: Full refund if content is defective and cannot be fixed

    4. Circumstances Qualifying for Refunds

    Refunds will be considered in the following situations:

    • Service Not Delivered: Failure to deliver services as outlined in the agreement
    • Significant Delays: Delays exceeding agreed timelines without reasonable justification
    • Quality Below Standard: Service quality materially below reasonable professional standards
    • Pre-Commencement Cancellation: Cancellation before work begins (subject to 14-day right)
    • Our Fault: Errors or omissions that materially affect service delivery

    5. Non-Refundable Items

    The following are non-refundable under all circumstances:

    • Completed work and delivered services meeting agreed standards
    • Third-party expenses (advertising spend, software licenses, domain registrations, hosting)
    • Services rendered in full accordance with the agreement
    • Custom content, research, and strategy documents already delivered
    • Monthly retainers for completed months where services were provided
    • Cancellation fees (up to 50% of remaining contract value) for early termination of fixed-term contracts

    6. SEO Performance Disclaimer

    Important: SEO services are not eligible for refunds based solely on ranking results or organic traffic outcomes. Search engine rankings are influenced by numerous factors beyond our control, including:

    • Search engine algorithm updates and changes
    • Competitor actions and market dynamics
    • Website changes made by the client outside our scope
    • Technical issues on the client's hosting or platform
    • Industry changes and search trends
    • Time required for SEO results to materialize (typically 3-6 months)

    We guarantee professional effort, expertise, and adherence to best practices—not specific ranking positions or traffic numbers. Our refund policy is based on service delivery quality, not SEO performance outcomes.

    7. Refund Request Process

    To request a refund, follow these steps:

    1. Submit Written Request: Email info@epicedits.co.uk with:
      • Your account/order details
      • Detailed reason for refund request
      • Supporting evidence or documentation
      • Preferred resolution
    2. Initial Response: We will acknowledge your request within 2 business days
    3. Investigation: We will review your case and may request additional information within 5-7 business days
    4. Decision: You will receive a written decision within 14 business days of initial request
    5. Processing: If approved, refunds will be processed within 14 days of approval
    6. Payment Method: Refunds issued to the original payment method (or alternative if agreed)

    8. Partial Refunds

    Partial refunds may be offered based on:

    • Work Completed: Percentage of agreed deliverables finished
    • Time Invested: Hours worked compared to estimated project hours
    • Value Delivered: Tangible business value or outputs provided
    • Expenses Incurred: Non-refundable third-party costs
    • Administrative Costs: Up to 15% fee for processing and administration

    9. Dispute Resolution

    If you're unsatisfied with our services or refund decision:

    1. Direct Contact: Speak with our customer service team to discuss concerns
    2. Escalation: Request escalation to senior management
    3. Written Complaint: Submit a formal written complaint for review
    4. Alternative Dispute Resolution (ADR): We may suggest mediation or ADR services
    5. Legal Rights: You retain all statutory rights under UK consumer law

    You also have the right to refer complaints to the UK Information Commissioner's Office (ICO) for data protection matters or Trading Standards for consumer rights issues.

    10. Chargebacks and Payment Disputes

    Before initiating a chargeback with your bank or card provider:

    • Contact us first to resolve the issue
    • Chargebacks for delivered services may result in legal action
    • Disputed chargebacks incur a £50 administrative fee
    • Services will be suspended during chargeback investigation

    11. Refund Processing Times

    • Bank Transfer: 3-5 business days
    • Credit/Debit Card: 5-10 business days (depends on card issuer)
    • PayPal: 1-3 business days

    Please note: Your financial institution may take additional time to post the refund to your account.

    12. Business Clients

    If you are purchasing services for business purposes:

    • The 14-day cooling-off period does not apply
    • Refunds are subject to contractual terms in your service agreement
    • General contract law and Supply of Goods and Services Act 1982 apply
    • Services must still be provided with reasonable care and skill

    13. Force Majeure

    No refunds are provided for delays or non-performance caused by events beyond our reasonable control, including natural disasters, pandemics, government actions, or third-party service failures affecting essential systems.

    14. Changes to This Policy

    We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Material changes will be communicated via email to existing clients.

    15. Contact Information

    For refund inquiries or to request a refund, please contact us:

    Epic Edits LTD
    Email: info@epicedits.co.uk
    Phone: 020 4576 3998
    Address: 128 City Road, London, EC1V 2NX, United Kingdom

    16. Your Statutory Rights

    Nothing in this policy affects your statutory rights under UK law. For more information about your consumer rights, visit: