Refund Policy

1 Overview & Scope

This policy applies to all services provided by Trip Nexus Ltd, a company registered in England and Wales (Company No. 17195486), including but not limited to:

• Web Design and Development
• Digital Marketing and SEO Services
• Paid Advertising Management (PPC, Google Ads, Social Media Ads)
• IT Consultancy and Solutions
• Ongoing Maintenance and Support
• All other IT or digital services offered by Trip Nexus Ltd

This policy is governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

2 Your Statutory Rights

As a consumer, you have rights under UK law that this policy does not override:

Consumer Rights Act 2015

Services must be performed with reasonable care and skill, at a reasonable price (if not pre-agreed), and within a reasonable time. If we fail to meet these requirements, you have the right to ask us to repeat or fix the service free of charge, or to receive a partial or full refund if rectification is not possible or feasible.

Consumer Contracts Regulations 2013

Where contracts are entered into at a distance (online or by telephone) or off-premises, consumers ordinarily have a 14-day cancellation right. However, if you have expressly requested that work begin within the 14-day cooling-off period, and you acknowledge this waives your cancellation right for completed work, you may only receive a proportionate refund for work not yet carried out.

3 Deposits & Initial Payments

Most projects require a deposit or upfront payment before work commences. Our standard deposit policy is as follows:

• Standard deposit: 30–50% of the total agreed project value, payable before work begins
• Deposits are used to cover initial planning, research, resource allocation, and onboarding costs
• Deposits are non-refundable after 14 days from the contract date, or once substantive project work has commenced (whichever is earlier), unless Trip Nexus Ltd is at fault
• If you cancel within the 14-day cooling-off period and no work has commenced, a full refund of any deposit will be issued within 14 days
• If work has commenced within the 14-day period at your request, the deposit will be retained in proportion to work completed

4 Project Cancellation

Either party may cancel a project by providing written notice. The following terms apply upon cancellation:

Cancellation by Client

• All work completed up to the point of cancellation will be charged at the agreed project rate or hourly rate as applicable
• Any payments made in excess of the value of work completed will be refunded within 14 days of the final invoice being issued
• Where a fixed-price project has been partially delivered, refunds are calculated on a pro-rata basis based on the percentage of work completed
• Cancellation must be submitted in writing to Tripnexus@outlook.com

Cancellation by Trip Nexus Ltd

• If we cancel a project without cause, a full refund of all monies paid will be issued within 14 days
• If cancellation is due to client breach of contract (e.g., non-payment, failure to provide required materials), only the value of undelivered work will be refunded

5 Milestone-Based Refunds

For larger projects structured around agreed milestones or phases:

• Each milestone payment covers the specific deliverables outlined in that phase
• Once a milestone is formally approved (in writing or by email) by the client, that milestone payment is non-refundable
• If a milestone deliverable is not completed to the agreed specification, you have the right to request revisions (as per the agreed revision rounds) or, failing satisfactory resolution, a partial or full refund for that milestone
• Disputes over milestone completion must be raised within 14 days of the deliverable being submitted

6 Digital & Subscription Services

Monthly Retainers (SEO, Marketing, Maintenance)

• Monthly retainer services are billed in advance for each calendar month
• You may cancel a monthly retainer with a minimum of 30 days' written notice
• No refund is issued for the current billing month after work has commenced
• Where no work has been commenced in the current billing period, a pro-rata refund will be considered at our discretion

Paid Advertising (PPC / Google Ads / Social Media Ads)

• Our management fees for paid advertising campaigns are non-refundable once campaign setup or management work has commenced
• Third-party advertising spend (money paid to Google, Meta, etc.) is subject to those platforms' own refund policies and is not controlled by Trip Nexus Ltd
• We are not responsible for the performance of paid advertising campaigns, though we will always act in your best interests and with professional skill

7 Faulty or Substandard Work

Under the Consumer Rights Act 2015, if our services do not meet the required standard, you are entitled to:

1. First Remedy — Right to Repair or Repeat: You may ask us to redo or fix the substandard service. We will do so within a reasonable time, without significant inconvenience to you, and at no extra cost.
2. Second Remedy — Price Reduction or Refund: If we are unable to fix the issue, or if repeating the service would cause you significant inconvenience, you may be entitled to a price reduction (of any amount, up to a full refund). A full refund may be appropriate where the service is completely unfit for purpose.

8 Non-Refundable Items

The following are explicitly non-refundable except where we are found to be in breach of our statutory obligations:

• Approved and signed-off milestone payments
• Deposits retained after the 14-day cancellation window or after project commencement
• Rush or priority fees paid for expedited delivery
• Third-party costs incurred on your behalf (domain registration, hosting, software licences, stock images, third-party API fees)
• Management fees for paid advertising campaigns already in progress
• Completed and delivered work that has been formally accepted or approved
• Hours worked and documented on hourly-rate engagements

9 How to Request a Refund

To request a refund or raise a dispute, please follow these steps:

Please include the following in your refund request:

• Your full name and contact details
• Company name (if applicable)
• Project name or invoice number
• Date of payment
• Clear description of the issue or reason for refund request
• Any relevant supporting evidence (screenshots, emails, etc.)

10 Refund Processing Times

Where a refund is agreed and approved by Trip Nexus Ltd:

• Refunds will be processed within 14 calendar days of the refund being approved
• Refunds will be issued via the same payment method used for the original transaction wherever possible
• Bank transfer refunds may take an additional 3–5 business days to appear in your account depending on your bank
• You will receive written confirmation once the refund has been initiated

11 Dispute Resolution

We always aim to resolve disputes amicably and professionally. If you are not satisfied with our response to your refund request:

• You may escalate your complaint by writing to us at our registered address: Flat 2, 102 Rilstone Road, Birmingham, B32 2NT
• If the dispute remains unresolved after 8 weeks of your initial complaint, you may refer the matter to an Alternative Dispute Resolution (ADR) scheme or seek independent legal advice
• As a consumer, you may also use the EU Online Dispute Resolution platform (available to UK consumers at https://ec.europa.eu/consumers/odr)
• Your statutory rights, including the right to take legal action in the courts of England and Wales, remain unaffected by this policy
• For independent advice, you may contact Citizens Advice at www.citizensadvice.org.uk or call 0808 223 1133

12 Contact Us

For all refund requests, billing enquiries, or questions about this policy, please contact us: