Refunds & Cancellation Policy

This policy explains how to cancel, when you are entitled to a refund and how any refund is calculated. It applies to services supplied by WarmFlow Solutions Ltd and should be read with our Terms of Service.

Your statutory rights come first. Nothing here reduces them.

1. Consumers: your 14-day right to cancel

If you are a consumer — an individual acting wholly or mainly outside your trade, business, craft or profession — and you bought from us at a distance (online, by email or by phone), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 calendar days from the day the contract is made to cancel for any reason, without giving one.

How to cancel

Tell us clearly, before the 14 days expire, by email to contact@warmflowsolutions.uk, by phone on +44 7456 044106, or by post to our registered office. A sentence is enough — you do not need a form or a reason. Keep a copy of what you sent; the burden of showing you cancelled in time is on you.

If work has already started

We do not begin work during the cancellation period unless you ask us to. When a proposal asks you to confirm an immediate start, you are giving express consent for the service to begin within the 14 days, and acknowledging that:

• If you cancel within the 14 days after work has begun, you must pay a proportionate amount for what was supplied up to the point you told us — calculated against the total contract price.
• Once the service has been fully performed within the 14 days with your prior express consent, the right to cancel is lost for that service. We will say so explicitly in the proposal before you agree to an immediate start.

If you would rather keep the full 14 days intact, say so and we will simply start on day 15. Nobody is penalised for that.

Refund timing

Any refund due is made within 14 days of us being told you are cancelling, using the same payment method you used, unless you agree otherwise. There is no fee for issuing it.

2. Businesses

The statutory 14-day right applies to consumers, not to business clients. We nonetheless offer business clients the following, which are contractual rather than statutory:

• Cancel before work begins: full refund of anything paid.
• Cancel after work begins: refund of the deposit less a proportionate charge for work completed and any non-recoverable third-party costs already incurred on your behalf.
• Cancel after handover: no refund, since the service has been delivered. Defects are handled under section 5.

3. Setup packages

When you cancel	What happens
Before the proposal is approved	Nothing is owed. No contract exists yet.
After approval, before work begins	Full refund of the deposit.
After work begins, before handover	Refund of the deposit less a proportionate charge for work completed, plus any third-party fees already paid on your behalf and not recoverable.
After handover	The service is delivered, so no refund arises. Anything not working as agreed is handled under section 5.

“Work completed” means the proportion of the agreed deliverables actually produced, not hours spent. We will show you the calculation.

4. Care plans

1. Plans are paid in advance for the period chosen and do not auto-renew into a longer term.
2. You may cancel at any time before the next period begins, at no cost. The plan simply ends when the paid period does.
3. Cancelling mid-period: consumers cancelling within the statutory 14 days receive a refund of the unused portion, less a proportionate amount for the service already provided. Outside that window, and for business clients, the remainder of the paid period is not refundable — but we will continue to provide the service for the rest of it.
4. If we materially reduce what a plan includes, you may cancel immediately and receive a pro-rata refund of the unused portion.
5. Unused monthly allowances have no cash value and do not carry over.

5. If something is wrong with the work

Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. Business clients have equivalent rights under the Supply of Goods and Services Act 1982.

If we have not met that standard:

1. Tell us what is wrong, in writing, as soon as you notice it.
2. We will put it right at no charge — that is the first remedy and usually the end of it.
3. If repeating the work is impossible or we cannot do it within a reasonable time, you are entitled to an appropriate price reduction.

Every package also includes one round of revisions before handover. Using it is free and is the fastest route to a result you are happy with.

6. Third-party rejections

Where a platform refuses an account for a reason we can fix — a document mismatch, a field filled in wrongly — we correct and resubmit at no extra charge.

Where a platform refuses your business category outright, or bans it under their own rules, the service cannot be delivered. In that case we refund the portion of the fee relating to the work that cannot be completed. We check restricted-category lists before taking payment precisely to avoid this.

7. Payments you make to third parties

Advertising spend, processor fees, domain registrations, hosting and platform subscriptions are paid by you directly to those providers. We cannot refund money that never came to us. Those providers' own refund policies apply.

8. Chargebacks

If you believe a charge is wrong, please contact us before raising a chargeback. We will look at it properly and refund promptly where a refund is due. A chargeback raised without contacting us first costs both sides time and, where work has been delivered as agreed, we will provide the delivery evidence to your card issuer.

9. How to request a refund

Email contact@warmflowsolutions.uk with your name, business name, the invoice or proposal reference and what you are asking for. We acknowledge within one working day and give a decision, with the calculation shown, within 14 days.