Last updated: 17 July 2026

This Return & Refund Policy explains when and how you can cancel services purchased from Crown IT Experts and when refunds are available. It forms part of our Terms & Conditions. Because we supply professional digital services rather than physical goods, “returns” in the traditional sense do not apply; this policy therefore focuses on cancellations and refunds.

1. Summary

• You can cancel a project before work starts for a full refund of any amounts paid, less any costs we have already incurred on your behalf.
• Once work has started, refunds are calculated on the basis of work not yet performed.
• Monthly plans can be cancelled with 30 days' written notice after the initial three-month period; unused full months already paid are refunded.
• Third-party costs purchased on your behalf (domains, hosting, licences, advertising spend) are non-refundable once purchased.

2. Consumers: 14-Day Cooling-Off Period

If you purchase our services as a consumer (an individual acting outside a trade, business or profession), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days of entering into the contract without giving a reason.

• To cancel, email contact@crownitexperts.com within the 14-day period with a clear statement that you wish to cancel.
• If you asked us to begin work during the cooling-off period, you will be charged a proportionate amount for the services performed up to the point of cancellation, and the balance will be refunded.
• If the services have been fully performed within the cooling-off period at your express request, the right to cancel is lost.

Business clients are not covered by the cooling-off period, but the goodwill terms below still apply.

3. Project Work (Websites, Apps, Design)

• Before work begins: cancel at any time for a full refund of amounts paid, less any third-party costs already incurred at your request.
• During the project: you may cancel with written notice. You will be charged for all work completed up to the date of cancellation (calculated against the agreed milestones or on a time-spent basis, whichever is more favourable to you). Any surplus you have paid will be refunded within 14 days; any shortfall will be invoiced.
• Deposits: project deposits cover project set-up, planning and reserved team time. They become non-refundable once work has commenced, except as required by law or where we have failed to deliver as agreed.
• After delivery and acceptance: completed and accepted work is non-refundable. If something we delivered does not match the agreed specification, we will correct it free of charge – see Section 6.

4. Monthly Plans (Marketing, SEO, Social Media, Care Plans)

• Monthly plans run on a rolling basis after an initial three-month optimisation period, as set out in your proposal.
• You may cancel with 30 days' written notice at any time after the initial period. Your plan remains active, and we continue to deliver, until the end of the notice period.
• If you have paid in advance for months falling entirely after the end of your notice period, those full months will be refunded within 14 days.
• The month in which cancellation takes effect is chargeable in full, as team time and campaign budgets are committed in advance.
• Advertising spend paid to platforms (e.g. Google, Meta) on your behalf is non-refundable by us once spent; unspent ad budget held by us will be returned.

5. Non-Refundable Items

The following are non-refundable once purchased or performed, unless the law provides otherwise:

• Domain name registrations and renewals.
• Third-party hosting, plugins, themes, stock assets and software licences bought for your project.
• Advertising budget already spent with third-party platforms.
• Completed and accepted milestones or deliverables.
• Discounted or promotional services, where clearly stated as non-refundable at the time of sale.

6. Faulty or Not-as-Described Services

Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. If any part of our work does not meet the agreed specification or this standard:

• Tell us as soon as reasonably possible at contact@crownitexperts.com, describing the issue.
• We will first re-perform or fix the affected work at no extra cost, within a reasonable time.
• If we cannot fix it within a reasonable time, you are entitled to an appropriate price reduction or partial refund reflecting the shortfall.

All websites we build include a 30-day post-launch warranty: we fix bugs in our own code free of charge for 30 days after go-live. This warranty does not cover issues caused by third-party changes, content edits by you, or new feature requests.

7. How to Request a Cancellation or Refund

• Email contact@crownitexperts.com with your name, company (if applicable), project or invoice reference, and the reason for your request.
• We will acknowledge your request within 2 working days and confirm the outcome within 14 days.
• Approved refunds are paid to the original payment method within 14 days of approval.

8. Disputes

If you are unhappy with the outcome of a refund request, please reply to our decision explaining why, and a senior member of the team will review it. This policy does not affect your statutory rights, and nothing in it prevents you from pursuing any remedy available to you under UK law.

9. Contact

Crown IT Experts
163 North End Road, West Kensington,
London, England W14 9NH, UK
Email: contact@crownitexperts.com