Refund & Cancellation Policy
WILKAM CONSULTANCY LTD
Last Updated: January 29, 2026
Fair & Transparent Refund Policy
WILKAM CONSULTANCY LTD is committed to fair and transparent refund and cancellation procedures. This policy outlines clear timelines, eligibility criteria, and processes to ensure both parties are protected. For questions, contact us at info@wilkamconsult.com or +44 20 3005 2587.
1. Refund Eligibility & Timeframes
Refund eligibility depends on project phase and service type: (a) Initial 14-day period - Full refund available within 14 days of service initiation if no work has been delivered or started. This applies to all service packages. (b) Project-based work - Refunds are prorated based on work completed and deliverables provided. Calculation: Total project cost minus value of completed work minus third-party expenses (hosting, licenses, stock assets). (c) One-time services - SEO audits, consultations, and one-time reports are non-refundable after the report or session is delivered, as the service has been fully rendered. (d) Monthly retainer services - Can be cancelled with 30 days written notice. No refund for the current billing period, but service continues until period end. (e) Digital deliverables - Once source code, website files, or final reports are delivered and accepted, refunds are not available unless there are significant quality issues as defined in Section 5.
2. Cancellation Process & Requirements
To cancel services, follow these steps: (a) Written notice required - Send cancellation request to info@wilkamconsult.com with subject line "Service Cancellation Request". Include your name, company name, project/service details, and reason for cancellation. (b) Acknowledgment - We will acknowledge your cancellation request within 2 business days (Monday-Friday, 9 AM - 6 PM GMT). (c) Active projects - For ongoing projects, we will provide a final deliverable summary showing completed work, work in progress, and outstanding items. (d) Final invoice - You will receive a final invoice for completed work calculated on a prorated basis. Payment is due within 14 days. (e) File delivery - All completed work and project files will be delivered via secure download link within 5 business days of final payment. (f) Effective date - For subscription/retainer services, cancellation takes effect at the end of the current billing period. For project-based work, cancellation is immediate upon agreement of final invoice.
3. Refund Processing & Payment Methods
Approved refunds are processed as follows: (a) Processing time - Refunds are processed within 10 business days of approval to the original payment method. Bank transfers may take additional 3-5 business days to appear in your account. (b) Refund calculation - Total project cost minus completed work value (calculated at hourly rate or percentage of deliverables) minus third-party expenses already incurred (hosting setup, premium plugins, stock images, paid tools). (c) Payment method - Refunds are issued to the original payment method used. Credit card refunds via Stripe typically appear within 5-10 business days. Bank transfer refunds within 3-5 business days. PayPal refunds are instant. (d) Partial refunds - For partially completed projects, we provide itemized breakdown showing: original project cost, completed deliverables and their value, third-party expenses, and refund amount. (e) Currency - Refunds are issued in the original currency (GBP, USD, EUR). Exchange rate fluctuations are not our responsibility.
4. Project Delays & Timeline Extensions
Handling of project delays: (a) Our fault - If we fail to meet agreed deadlines due to our fault (resource issues, technical problems on our end), you may request a partial refund (typically 10-25% depending on delay length) or service credit for future work. (b) Client-caused delays - Delays caused by late client feedback (beyond 5 business days), missing content/materials, unavailability for scheduled meetings, or delayed access credentials do not qualify for refunds. Project timelines are extended accordingly. (c) Third-party delays - Delays caused by third-party services (hosting provider downtime, domain registrar issues, payment processor problems) do not qualify for refunds. We will work diligently to resolve such issues. (d) Force majeure - Natural disasters, pandemics, government restrictions, internet infrastructure failures, or other events beyond our control may extend timelines without refund eligibility. (e) Mutual agreement - Timeline extensions can be mutually agreed upon in writing without penalty to either party.
5. Quality Guarantee & Satisfaction Policy
We stand behind the quality of our work: (a) Revision rounds - All service packages include one round of revisions at no additional cost. Professional and Enterprise plans include two revision rounds. Revisions must be requested within 14 days of deliverable submission. (b) Significant quality issues - If deliverables have significant quality issues (broken functionality, major design flaws, failure to meet agreed specifications), we will work with you to make it right at no additional cost. (c) Dispute resolution - If quality disputes cannot be resolved through revisions, we offer mediation through an independent third-party expert (costs split 50/50). (d) Partial refund option - For unresolvable quality issues, we may offer a partial refund (typically 25-50% depending on severity) as an alternative to continued work. (e) Our commitment - Your success is our priority. We will do everything reasonable to ensure you are satisfied with the results.
6. Non-Refundable Items & Expenses
The following are non-refundable: (a) Third-party expenses - Hosting setup fees, domain registration, SSL certificates, premium WordPress themes/plugins, stock images, fonts, paid SEO tools, advertising spend. These are pass-through costs billed at cost. (b) Completed deliverables - Work that has been delivered, reviewed, and accepted cannot be refunded. Acceptance is implied if no feedback is provided within 14 days of delivery. (c) Consultation time - Time spent in meetings, consultations, strategy sessions, and training is non-refundable once rendered. (d) Rush fees - Expedited delivery fees (50% premium for rush projects) are non-refundable once work begins. (e) Setup and onboarding - Initial project setup, discovery sessions, and onboarding time (typically first 10-15 hours) are non-refundable after completion.
7. Ongoing Services & Subscription Cancellation
For monthly retainer and subscription services: (a) Notice period - 30 days written notice required for cancellation. Notice must be received before the 1st of the month to avoid billing for the following month. (b) No mid-month refunds - Monthly fees are not prorated or refunded for partial months. Service continues until the end of the billing period. (c) Annual contracts - Annual contracts require 60 days notice for cancellation. Early termination fee of 25% of remaining contract value applies if cancelled before 6 months. (d) Auto-renewal - Subscriptions auto-renew unless cancelled. We send renewal reminders 14 days before renewal date. (e) Final deliverables - Upon cancellation, you receive all work completed during the final billing period, including reports, documentation, and access credentials.
8. Dispute Resolution Process
If you have concerns about refunds or service quality: (a) Internal review - First, contact your account manager or email info@wilkamconsult.com with detailed concerns. We will conduct an internal review within 5 business days. (b) Management escalation - If not resolved, request escalation to senior management. Response within 3 business days. (c) Good-faith negotiation - Both parties commit to good-faith negotiation to reach a fair resolution. Most disputes are resolved at this stage. (d) Mediation - If negotiation fails, either party may request mediation through an independent third-party mediator. Costs split equally. (e) Arbitration - As outlined in our Terms of Service, binding arbitration through the London Court of International Arbitration (LCIA) is the final resolution method. (f) No chargebacks - Please do not initiate credit card chargebacks without first attempting resolution through these channels. Chargebacks may result in service termination and legal action to recover costs.
9. Emergency Cancellation & Urgent Situations
For urgent business situations requiring immediate cancellation: (a) Emergency contact - Call +44 20 3005 2587 or email info@wilkamconsult.com with "URGENT CANCELLATION" in subject line. (b) Expedited processing - Emergency cancellations are processed within 24 hours. (c) Immediate work stoppage - All work stops immediately upon emergency cancellation request. (d) Rapid file delivery - Completed work delivered within 24 hours via secure download. (e) Flexible payment terms - For genuine emergencies (business closure, force majeure), we offer flexible payment terms for outstanding invoices (up to 90 days). (f) Compassionate consideration - We understand that unexpected situations arise. Contact us to discuss your specific circumstances.
10. Post-Cancellation Data & Intellectual Property
After service cancellation: (a) File delivery - You receive all completed work, source code, design files, and documentation for work paid in full. Files delivered in standard formats (HTML/CSS/JS, PSD/Figma, PDF). (b) Intellectual property transfer - Upon full payment, you own all custom work created specifically for your project. We retain rights to general frameworks and methodologies. (c) Data retention - We retain project files and communication records for 12 months post-cancellation for potential support or dispute resolution. After 12 months, data is securely deleted unless legal retention requirements apply. (d) Access credentials - We revoke our access to your hosting, CMS, and other accounts within 5 business days of cancellation. You should change passwords for security. (e) Ongoing obligations - You remain responsible for maintaining third-party licenses, hosting, and domain renewals. We are not liable for issues arising after service termination.
11. Changes to This Policy
We may update this Refund & Cancellation Policy periodically. Changes will be posted on this page with an updated "Last Updated" date. For existing clients, changes take effect 30 days after posting. Material changes will be communicated via email to active clients. Continued use of services after changes constitutes acceptance of the modified policy. We encourage you to review this policy periodically.
How to Request a Refund or Cancellation
Send detailed request to info@wilkamconsult.com with subject "Refund Request" or "Cancellation Request"
Phone
Call +44 20 3005 2587 (Monday-Friday, 9 AM - 6 PM GMT) for immediate assistance
Response Time
We acknowledge all refund/cancellation requests within 2 business days and provide resolution within 5 business days
Business Details: WILKAM CONSULTANCY LTD, 124 City Road, London, EC1V 2NX, United Kingdom | Website: https://wilkamconsult.com