1. Who we are
This service is operated by TicketWave HQ Ltd, trading as UK Web Marketing — registered in England and Wales, company number 17143167, registered office Radley House, Richardshaw Road, Pudsey, LS28 6LE, United Kingdom. Contact: hello@ukwebmarketing.com / WhatsApp 07553 070841.
2. Your right to cancel — consumers
If you bought as a consumer (an individual buying for purposes outside your trade, business, craft or profession), you normally have a 14-day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, running from the day after the contract was made (i.e. the day after you paid). Within that period you can cancel for any reason, with no penalty, and get a full refund — but:
- By placing your order and sending us your content to get started, you're asking us to begin the service during the cancellation period. If you then cancel within the 14 days, you must pay a proportionate amount for the work we've already done up to the point you tell us — so you'll get back the balance, not necessarily the whole £200.
- Once the service has been fully performed within the 14 days (i.e. your website is delivered/live) and you acknowledged that you'd lose the cancellation right by asking us to start, the 14-day right no longer applies.
To cancel within the 14 days, just tell us clearly — email hello@ukwebmarketing.com, WhatsApp us, or use the model cancellation form in section 7. You don't have to give a reason.
3. Cancelling or refunding the £200 website build
- Before we start: cancel before any design work has begun and you get a full refund of the £200.
- After we've started, before launch: you'll be refunded the £200 less a fair charge for the work done up to that point, less any non-refundable third-party costs we've already incurred on your behalf (e.g. a domain registration). We'll set out the breakdown.
- After the website is delivered/live: the service has been provided, so the £200 isn't refundable — except where the law gives you a remedy, for example if the work wasn't carried out with reasonable care and skill (Consumer Rights Act 2015 / our contract). In that case we'll put it right (re-perform the work), or if that's not possible or done within a reasonable time, you may be entitled to a price reduction. Tell us within a reasonable time of noticing a problem.
- If we cancel (e.g. we decline the project, or can't deliver it): you get a full refund of anything you've paid for it.
4. Cancelling the £25/month care plan
The care plan (hosting, updates, backups, support) is billed monthly in advance. You can cancel it at any time — email or WhatsApp us, or do it in the Stripe customer portal if we've sent you a link. Cancellation takes effect at the end of the month you've already paid for; we don't refund part-months. Your first three months of care are included free with the build, so there's nothing to refund there. On cancellation we'll provide you with the website files so you can host it elsewhere — the site is yours.
5. Custom / larger projects
For work beyond the standard £200 build (shops, booking systems, web apps, etc.), cancellation and refunds follow the written quote/Order for that project and the principles above — generally: full refund before work starts; thereafter, a refund reflecting work done and any non-refundable third-party costs.
6. How refunds are paid
Refunds are made to the original payment method, via Stripe, normally within 14 days of us agreeing the refund (or, for the consumer 14-day cancellation, within 14 days of you telling us you're cancelling). Payments and refunds are processed by Stripe; we don't hold your card details. Stripe's payment-processing fee on the original transaction is not returned to us, but this won't reduce your refund.
7. Model cancellation form (consumers)
You don't have to use this — any clear statement works — but if you'd like to, complete and send this to hello@ukwebmarketing.com:
To: TicketWave HQ Ltd (trading as UK Web Marketing), Radley House, Richardshaw Road, Pudsey, LS28 6LE — hello@ukwebmarketing.com
I/We [delete as appropriate] hereby give notice that I/We cancel my/our contract for the supply of the following service: a website build / website care plan / [other — describe]
Ordered on / paid on: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature (only if this form is sent on paper): ____________________
Date: ____________________
8. Complaints & your rights
If something's gone wrong, contact us first — hello@ukwebmarketing.com — and we'll do our best to sort it quickly. Nothing in this policy affects your statutory rights, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For free consumer advice you can contact Citizens Advice (citizensadvice.org.uk). For data-related complaints, see our Privacy Policy (the ICO).
9. Changes
We may update this policy from time to time; the version that applies to your order is the one in force when you placed it. The "last updated" date above shows the latest revision.
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