Refund Policy

Last updated: April 23, 2026 · AQmedia, United Kingdom

Governed by the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013

01. Overview

AQmedia is committed to delivering high-quality digital services and ensuring client satisfaction. Because our services are bespoke, creative, and time-intensive, this policy reflects the nature of professional services under UK law — in particular the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Please read this policy carefully before engaging our services.

02. Your Statutory Cancellation Right

If you are a consumer (an individual acting outside your trade or business), you have the right to cancel your contract with AQmedia within 14 calendar days of entering into the agreement, without giving any reason, in accordance with the Consumer Contracts Regulations 2013.

However, by requesting that AQmedia begins work within this 14-day cooling-off period, you expressly acknowledge that you may lose part or all of your right to cancel once work has commenced. If the service is fully completed within the 14-day window, the right to cancel is extinguished at that point.

If you cancel during the cooling-off period before any work has started, you are entitled to a full refund within 14 days of cancellation.

03. Deposits

All projects require a 50% deposit prior to commencement of work. This deposit covers initial planning, research, resource allocation, and early deliverables.

Where work has not yet commenced and you cancel within your statutory cooling-off period, the deposit will be refunded in full within 14 days.

Where work has commenced at your request and you cancel within the cooling-off period, or where you cancel after the cooling-off period has expired, the deposit is non-refundable except to the extent it exceeds the value of work completed.

04. Project Cancellation After Work Commences

If you cancel a project after work has begun:

You will be charged for all work completed up to the cancellation date, assessed on a fair, pro-rata basis
If the work completed exceeds the value of your deposit, you will receive an invoice for the outstanding balance
If the deposit exceeds the value of work completed, we will refund the difference within 14 days
No refund will be issued if the project is 75% or more complete at the time of cancellation

05. Revision & Satisfaction Policy

We include a defined number of revision rounds in every project proposal. If you are dissatisfied with a deliverable, please raise concerns in writing within 7 days of delivery.

We will work with you through the agreed revision process to reach a satisfactory outcome. Under the Consumer Rights Act 2015, we are obliged to ensure services are performed with reasonable care and skill. Where a service falls short of this standard, you may be entitled to a repeat performance or, where that is not possible, a price reduction.

Refunds will not be issued on the basis of subjective preference changes after a deliverable has been reviewed and approved by you.

06. Retainer & Ongoing Services

For monthly retainer agreements (e.g. SEO, AI marketing, maintenance):

Retainers are billed monthly in advance
You may cancel with 30 days' written notice; services will continue through the end of the paid billing period
No partial-month refunds will be issued once a billing period has commenced, except where AQmedia is in material breach of contract

07. Remedies Under the Consumer Rights Act 2015

Where AQmedia fails to perform services with reasonable care and skill as required by the Consumer Rights Act 2015, you have the right to:

Request repeat performance of the service at no additional cost; or
Receive a price reduction (up to 100% of the price paid) if repeat performance is not possible or has failed

These statutory rights are in addition to any remedies set out in this policy and cannot be excluded or limited.

08. Exceptional Circumstances

Refunds outside the above terms may be considered at AQmedia's discretion in cases where:

AQmedia fails to deliver agreed services due to our own material breach of contract; or
A project is abandoned by AQmedia without justifiable cause

In such cases, a fair and proportionate refund will be issued within 14 days.

09. How to Request a Refund

To initiate a refund request, please contact us at:

Email: billing@aqmedia.com
Subject line: Refund Request — [Your Project Name]

Please include your name, project details, and reason for the request. We will respond within 5 business days and aim to resolve all disputes amicably.

If we are unable to resolve a dispute, you may refer the matter to an Alternative Dispute Resolution (ADR) provider or contact Citizens Advice for guidance on your rights.

10. Contact Us

Email: billing@aqmedia.com
Address: AQmedia, United Kingdom