1. Summary
This policy summarises the cancellation and refund terms in our Terms of Service, which take precedence. In short: subscriptions can be cancelled any time and stop at the end of the paid period; project deposits cover work started and are not refunded once work has begun; we refund in full if we cannot deliver, cancel ourselves, or a payment was taken in error.
2. Subscriptions (support plans, hosting, licences)
Cancel at any time by email or in the client portal. The subscription ends at the close of the current billing period and no further payments are taken. We do not refund the unused part of a period already paid, except as set out in section 4.
3. Projects (software, websites, automation, design)
Either side may end a project on 14 days' notice. You pay for work completed to that date and any third-party costs we have committed on your behalf (domains, licences, hosting). Deposits are applied against that work.
4. When we refund
- We cannot start the services, or we cancel for reasons other than your breach — full refund.
- A payment was duplicated or taken in error — full refund of the error.
- A deliverable does not match what was agreed and we cannot fix it in a reasonable time — refund of the fees for that deliverable.
- Work already performed, subscription periods already started, and third-party costs — not refundable.
5. How refunds are paid
To the original payment method within 10 working days of agreement. Card refunds are processed through Stripe and appear on your statement according to your card issuer, typically 5–10 working days. Please contact us before raising a chargeback with your bank so we can resolve the issue directly.
6. Consumers
If you buy as an individual consumer rather than a business, you have a 14-day cooling-off period from the date of the contract and may cancel for any reason for a full refund, less a proportionate charge for any services you asked us to start within that period. Your statutory rights are not affected.
7. How to cancel or request a refund
Email support@ssanetwork.co.uk with your name, company, invoice or order number and what you would like to cancel or have refunded, or call 0333 339 1125 (Mon–Fri, 9 AM – 5 PM). We acknowledge within 2 working days.