Last reviewed: 12 May 2025
This Policy sets out the terms under which refunds and cancellations are handled by 360 Smart Solutions Limited. It applies to all retainer and project-based engagements and forms part of our Terms and Conditions. In the event of any conflict between this Policy and our Terms and Conditions, the Terms and Conditions shall prevail.
1. Our commitment
At 360 Smart Solutions Limited, we are committed to delivering high-quality digital marketing and SEO services. We invest significant time, expertise, and resources from the point a client engagement begins. This Policy has been written to be fair to both parties — protecting your right to cancel where appropriate whilst reflecting the real cost of work already undertaken.
We strongly encourage all prospective clients to review the scope, deliverables, and commercial terms set out in their Engagement Document before committing to an agreement. Should you have any questions about this Policy prior to signing, please contact us directly.
2. Cancellation of retainer engagements
2.1 Notice period
Either party may cancel a monthly retainer engagement by providing no less than thirty (30) calendar days’ written notice to the other party. Notice must be submitted in writing — by email or letter — to the designated contact for the engagement. The notice period commences from the date written notice is received and acknowledged.
2.2 Fees during notice period
Services will continue to be delivered and invoiced at the agreed monthly rate throughout the notice period. All invoices raised during the notice period remain due and payable in accordance with our standard payment terms of fourteen (14) days from the invoice date.
2.3 Short-notice cancellation
Where a client cancels a retainer engagement with less than thirty (30) days’ written notice, the full fee for the final billing month in which the notice falls shall remain payable in full, regardless of whether services are utilised during that period. This reflects the resource allocation and planning commitments made on your behalf.
Example: If your retainer renews on the 1st of each month and you provide notice on the 20th, the full month’s fee for that billing period is payable. Your engagement will conclude at the end of that billing period, or 30 days from notice — whichever is later.
3. Cancellation of project-based engagements
3.1 Cancellation before work commences
If you cancel a project-based engagement in writing before any work has commenced, you are entitled to a full refund of any fees paid, with the exception of any non-refundable deposit specified in the Engagement Document. The deposit covers the administrative and planning costs incurred upon contract formation and is not recoverable under any circumstances.
3.2 Cancellation after work has commenced
If you cancel a project-based engagement after work has commenced, fees will be calculated on a pro-rata basis for all work completed up to the date of written cancellation, including any third-party costs or disbursements reasonably incurred on your behalf. Any deposit paid will be retained and offset against the total amount due.
A final invoice will be issued reflecting the work completed. This invoice is due for payment within fourteen (14) days. Any overpayment relative to the work completed will be refunded within ten (10) business days of the final invoice being settled.
3.3 Cancellation after delivery
Where a project has been delivered and accepted — whether expressly or by failure to raise an objection within the review period specified in the Engagement Document — no refund will be issued. Acceptance of a deliverable constitutes acknowledgement that the work meets the agreed specification.
Deposits are strictly non-refundable in all circumstances. They represent the cost of onboarding, scoping, resource allocation, and initial planning work carried out upon contract formation, regardless of whether the project proceeds to completion.
4. Refund eligibility
Refunds are not offered as a matter of course on the basis of dissatisfaction with search engine outcomes, organic traffic performance, or any other metric that is subject to variables outside our direct control — including algorithm changes, competitor activity, or the Client’s own website or content decisions.
A refund or credit may be considered at our discretion in the following limited circumstances:
4.1 Service failure
Where 360 Smart Solutions Limited has materially failed to deliver a service or deliverable as specified in the Engagement Document, and where that failure is attributable solely to us rather than to circumstances outside our control or to the Client’s own actions or omissions, we will offer one or more of the following remedies at our discretion:
- Re-performance of the affected work at no additional charge
- A partial credit against a future invoice
- A partial or full refund of fees paid for the undelivered work
We will not be deemed to have materially failed where delays or shortfalls arise from the Client’s failure to provide timely approvals, access, content, or instructions as required under the Engagement Document.
4.2 Billing errors and duplicate payments
Where a duplicate payment or billing error has been made — whether by us or as a result of a technical processing issue — the erroneous amount will be refunded in full within ten (10) business days of the error being identified and verified. Please contact us promptly if you believe you have been incorrectly charged.
5. How to request a cancellation or refund
All cancellation and refund requests must be submitted in writing. We do not accept verbal cancellations. To initiate a request, please contact us using the details below, clearly stating:
- Your full name and company name
- The nature of your engagement (retainer or project) and the relevant Engagement Document reference
- The date from which you wish the cancellation to take effect
- The reason for your cancellation or refund request
Submit cancellation and refund requests to:
| Channel | Details |
|---|---|
| 360websolutionsuk@gmail.com | |
| Website | 360websolutions.co.uk/contact-us |
| Company | 360 Smart Solutions Limited · 68 Claremont Cl, London E16 2LR, United Kingdom |
We will acknowledge your request within two (2) business days and provide a written response confirming the outcome within five (5) business days. Where additional information is required, we will contact you to request it.
6. Refund processing
Where a refund has been approved, it will be processed using the same payment method used for the original transaction wherever possible. If this is not possible, we will agree an alternative method with you in writing.
Approved refunds will be processed within ten (10) business days of written confirmation of approval. Please note that depending on your bank or payment provider, it may take a further three to five business days for the funds to appear in your account. 360 Smart Solutions Limited is not responsible for delays attributable to third-party payment processors or banking institutions.
7. Quick reference summary
The table below provides a concise summary of how this Policy applies across common scenarios. Full details are set out in the relevant sections above.
| Scenario | Refund entitlement | Notice required |
|---|---|---|
| Retainer — cancelled with 30+ days notice | Fees for work completed in current month; no further charge | 30 days written notice |
| Retainer — cancelled with less than 30 days notice | Full month fee payable; no refund of current period | N/A — short notice fee applies |
| Project — cancelled before work commences | Full refund minus non-refundable deposit | Written notice required |
| Project — cancelled after work commences | Pro-rata fee for work completed; deposit non-refundable | Written notice required |
| Project — cancelled after delivery | No refund applicable | N/A |
| Service failure by 360 Web Solutions | Partial or full refund at our discretion, or re-performance | N/A — we initiate resolution |
| Duplicate payment / billing error | Full refund of erroneous charge within 10 business days | Contact us promptly |
8. Your statutory rights
This Policy does not affect your statutory rights under applicable UK consumer or business legislation, including the Consumer Rights Act 2015 where applicable. If you believe we have acted in breach of our contractual obligations, you retain the right to pursue any remedies available to you at law.
If you are dissatisfied with our response to a cancellation or refund request, you may raise the matter as a formal dispute under Clause 10 of our Terms and Conditions. We are committed to resolving all disputes in good faith and without unnecessary delay.
9. Governing law
This Refund and Cancellation Policy is governed by and construed in accordance with the laws of England and Wales. It forms part of the contractual framework between 360 Smart Solutions Limited and its clients and is to be read alongside our Terms and Conditions, Privacy Policy, and Disclaimer.
This Refund and Cancellation Policy is issued by 360 Smart Solutions Limited (trading as 360 Web Solutions), registered in England and Wales. Relevant legislation includes the Consumer Rights Act 2015, the Late Payment of Commercial Debts (Interest) Act 1998, and the Limitation Act 1980. Governing law: England and Wales. Last reviewed: 12 May 2025.