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Refunds Policy

Version: 1.1
Effective Date: 27 August 2025
Last Reviewed: 27 August 2025
Next Review Due: 27 August 2026
Owner: Matthew Austerbury

 

1. Purpose

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This policy explains how refunds are handled for services provided by Deskless IT. It applies alongside our Terms of Service and, for business clients, your signed Client Service Agreement. Where there is a difference, the signed agreement takes precedence.

 

2. Business Clients (Considered to be anyone who signed a SMB Client Service Agreement)

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  • Either party may terminate with 30 days’ written notice (per the Client Service Agreement).
     

  • Service remains active and is invoiced until the end of the notice period.
     

  • Refunds will not be issued for partial months or unused service during the notice period, unless otherwise agreed in writing.
     

3. Individual Clients

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  • Subscriptions can be cancelled with 7 days’ notice before the next billing cycle.
     

  • Refunds are not provided for unused time in the current billing period unless agreed in writing.
     

  • For one-off services, a full refund is available if cancellation is received before work starts. If work has started, a partial refund may be offered for the unused portion of the service that can be reasonably calculated.
     

4. Non-Refundable Items

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Refunds are not available for:

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  • Bespoke or custom work already started
     

  • Third-party costs already paid on your behalf (e.g., licences, domains, ad spend)
     

  • Completed consulting sessions, training, or campaigns
     

  • Any service where you waived the statutory cooling-off period and work began immediately
     

5. Corrections Before Refund

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If work does not meet agreed specifications:

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  • We will first work with you to correct or re-deliver the service at no extra cost.
     

  • If corrections are not possible or fail to meet the agreed standard, a refund will be considered in line with this policy.
     

6. Requesting a Refund

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Send an email to desklessit@gmail.com including:

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  • Invoice number
     

  • Service purchased
     

  • Reason for the request
     

  • We will acknowledge within 5 working days and, if approved, process the refund within 10 working days via the original payment method.

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7. Governing Law

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These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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