Ending or changing services
Cancellations and Refunds Policy
This policy explains how cancellation and refund requests are handled. A proposal or service-specific contract may include additional terms.
Last updated: 29 July 2026
Project cancellation
A client may request cancellation in writing. Deposits reserve capacity and cover discovery, planning and initial work, so they are normally non-refundable once work or reserved time has begun. The client remains responsible for completed work, committed time and non-refundable third-party costs up to the cancellation date.
Recurring services
Hosting, maintenance, social media and other recurring services continue until cancelled with the notice stated in the proposal or plan. Fees already charged for a current service period are not normally refundable where capacity, access or work has been provided.
Delay or inactivity
Where a project is delayed by missing client content, access, decisions or approvals, reserved delivery dates may be lost. A restart fee or revised quotation may apply after prolonged inactivity.
Refund assessment
Refunds are considered against work completed, costs incurred, services made available and the terms of the contract. Approved refunds are normally returned to the original payment method.
Consumer rights
Nothing in this policy removes statutory rights. Where a client contracts as a consumer at a distance, a legal cancellation period may apply. If the consumer expressly asks for services to begin during that period, they may have to pay for work supplied before cancellation and may lose the cancellation right once a service has been fully performed with the required agreement.
How to cancel
Send the contract or invoice reference, requested end date and reason to contact@performance-marketing.uk. Access, files and migration arrangements will be confirmed after outstanding charges are settled.