Refund & Cancellation

Who this applies to

The cancellation right described below is given by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and those Regulations give it to consumers: individuals acting for purposes outside their trade, business, craft or profession. A company is not a consumer, and most of the businesses commissioning work here will be companies.

Rather than leave those customers with nothing, the same fourteen-day period, the same way of working out what is payable and the same refund arrangements are offered to every customer as a term of this contract. Where you are a consumer you also have them by law, and nothing on this page reduces that.

Cancelling within fourteen days

You have fourteen days from the day the commission is confirmed to change your mind, without giving a reason. The wording below is the model wording the Regulations themselves set out, with the details of this business filled in.

The wording above mentions costs of delivery because it is written to cover every kind of distance contract. Nothing here is delivered physically and no delivery is ever charged for, so that part of it never has anything to bite on.

If work has already begun

Writing will normally start inside those fourteen days, because that is what a customer wanting a piece by a date will have asked for. Asking for it does not take the right to cancel away: the right runs for the whole fourteen days whatever has been done. What changes is how much of the money comes back.

If you cancel after asking for work to begin, you pay for what has actually been done up to the moment you told me, in proportion to the whole commission, and the rest is returned. Worked through, that means: nothing begun, nothing payable; the brief agreed and the interview arranged, a small part; the interview done and the material worked through, more; a draft written and with you, most of it.

The figure is worked out against the whole price of the commission, it is put to you in writing with what it covers, and whatever is left is repaid within fourteen days. No fee, charge or deduction is applied for cancelling.

No term here says you give up the right to cancel by asking for work to start, because such a term would have no effect.

How to cancel

Tell me in a clear statement: an email to contact@seoexpert.space is enough, and so is a letter to the address at the head of this page. Say what you are cancelling and, if you have one, quote the reference from your brief or your confirmation.

You do not have to give a reason and you do not have to use any particular form. The form below is the one the Regulations provide, for anybody who would rather use it. Sending it is optional; sending something before the fourteen days are up is not.

How money comes back

Any refund is made by the same means you paid by, within fourteen days of my being told you are cancelling, and without any charge for making it. If you paid by bank transfer it goes back to the account it came from, unless you tell me otherwise in writing.

Stopping the monthly allocation

The Monthly Content Allocation runs month by month and renews by invoice, so stopping it is a matter of saying so before the next month begins: write to contact@seoexpert.space and no further invoice is raised. There is no notice period beyond that and no charge for stopping.

Stopping in the middle of a month that has already been paid for works the same way as cancelling any other commission: you pay for the pieces written and the work done up to the point you tell me, in proportion to the month, and the rest is returned. Nothing is kept for a piece that was neither written nor begun.

An unused piece or unused interview time does not turn into a refund at the end of a month, and it does not carry into the next one either. That is said on the packages page and on Delivery & Service Terms before anything is commissioned.

If the finished piece is not right

The cancellation right above is for changing your mind. It is not the route for work that has been done badly, and that route does not run out after fourteen days.

Where you are a consumer, the Consumer Rights Act 2015 requires a service to be performed with reasonable care and skill (section 49), makes information given about the service binding where you rely on it (section 50), and requires performance within a reasonable time where none was fixed (section 52). If a service falls short, the Act gives you the right to have the work done again (section 55) and, where doing it again is impossible or cannot be done within a reasonable time, the right to a reduction in price (section 56), which in a bad enough case can be the whole of it. Those remedies are offered to business customers here as a term of this contract too.

The first answer to a piece that is wrong will be to write it again, which is what the revision rounds are for and which costs you nothing. Where that has been tried and has not worked, or where doing it again would take longer than the piece is worth to you, the price is reduced by what is fair, and that can amount to the whole fee.

Nothing on this site says that money is never returned, and no such term would have any effect if it did.

What is not a fault in the work

Two things are worth putting plainly before they come up. A piece that does not reach a particular position in search results is not defective work: no position is undertaken, in any package, and that is said on every page that mentions what is sold. Nor is a piece defective because it leaves out a claim you did not confirm - leaving it out was the agreement, and it is what makes what stays in safe to publish.

A piece that misstates your business, misquotes your expert, ignores the agreed outline, or is late without a reason is another matter entirely, and the passages above are how those are put right.

If I cancel

A commission may be ended by me where the material needed to write it has not arrived after a written reminder and a reasonable further period, or where what has been asked for is something that will not be written - the list is in the Terms of Service. It may also be ended if illness or something outside anybody's control makes the date impossible and no new date suits you.

In every one of those cases, anything paid for work that has not been done is returned within fourteen days, by the means you paid by.

Complaints, and where else to go

Write to contact@seoexpert.space, or to Oleksandr Lubnin trading as SeoExpert, 21 St Andrew's St, Ayr KA7 3BT, saying what is wrong and what you would like done. A complaint is acknowledged within two working days and answered in writing.

If we cannot settle it between us, this business is not a member of an ombudsman scheme or an alternative dispute resolution body, and none is claimed. You keep every right you have to take the matter to court, and where you are a consumer you also keep every right given to you by the law of the part of the United Kingdom you live in.