Refund Policy

1About this policy

This Refund Policy explains when and how AY Experts Ltd ("AY Experts", "we", "us") gives refunds, credits or cancellations for our services. It forms part of our Terms & Conditions and applies alongside the proposal or statement of work you accept.

Our services are provided to businesses. If you're buying as a consumer, you have extra rights. These are explained in section 11, and nothing in this policy affects them.

If your proposal sets out different refund terms, the proposal takes priority.

2Quick reference

A summary of how refunds work for each type of service. The sections below give the full detail.

3Monthly services

Monthly services, such as SEO, PPC management, social media management, email marketing and website care plans, are invoiced monthly in advance. Each month's fee covers the planning, work and reporting carried out during that month.

• Months already started aren't refunded, because the work and time for that month are already scheduled and underway.
• After any initial term in your proposal, you can cancel by giving 30 days' written notice. We'll keep working during the notice period and send a final report.
• If you've prepaid for future months (for example a quarterly or annual plan), any full months not yet started will be refunded when the agreement ends, less any discount you received for paying in advance.
• If we pause your services at your request, we won't invoice for the paused months. Paused services restart at the current price.

4Website, app and other projects

Projects such as website design, ecommerce builds, app development and automation set-ups are normally invoiced as a 50% deposit before work starts, with the balance due on completion or at agreed milestones.

Deposits

• If you cancel before work starts and within 7 days of paying the deposit, we'll refund it in full.
• Once discovery, planning or design has started, the deposit covers that work and the time reserved in our schedule. Any part of the deposit not yet used on completed work will be refunded, less a £150 admin and scheduling fee.

Cancelling during a project

• You can cancel a project at any time by telling us in writing.
• You'll pay for work completed up to the date of cancellation, plus any third-party costs already committed. If you've paid more than that, we'll refund the difference.
• Milestone payments for stages not yet started will be refunded in full.
• We'll hand over any work you've paid for, such as approved designs and files.

Completed projects

Once a project has been delivered and approved, or has gone live, it isn't refundable. If something isn't working as agreed, we'll fix it under our put-it-right promise.

5Audits, strategy and one-off services

• Paid audits, strategy sessions, workshops and other one-off services are refundable in full if cancelled before work starts.
• If you cancel a booked session with less than 48 hours' notice, we may keep 50% of the fee or offer to rebook it instead.
• Once an audit or strategy has been delivered, it isn't refundable.
• Our free SEO audit and free proposals cost nothing, so no refund applies.

6Advertising spend and third-party costs

Ad spend is paid directly by you to the advertising platform, such as Google, Microsoft, Meta, LinkedIn or TikTok. We never hold your ad budget, so we can't refund it. Any unspent balance or billing dispute is handled by the platform under its own terms, and we're happy to help you contact them.

Other third-party costs, such as hosting, domains, premium plugins, software subscriptions and stock images, follow the supplier's own refund terms:

• If you've paid us for a third-party item that we haven't yet bought, we'll refund it in full.
• Once we've bought it for you (for example a domain registration or annual licence), we can only refund what the supplier refunds to us.
• Where possible, we set up these accounts in your name so you stay in control of them.

7White-label and agency partners

For white-label work, our client is the agency, not the agency's end client. This policy applies between AY Experts and the agency.

• Refunds or credits are paid to the agency that paid us. Refunds to your own clients are a matter for your agreement with them.
• If your client cancels, give us notice as soon as possible. The notice periods above still apply to our agreement with you.
• Any agreed service-level terms in your partner agreement take priority over this policy.

8If something goes wrong: our put-it-right promise

If you think we haven't delivered what was agreed in your proposal, please tell us within 14 days of the delivery or the end of the month concerned.

1. We'll review it with you and agree what was missed.
2. We'll fix or redo the work at no extra cost, normally within 10 working days.
3. If we can't put it right, we'll offer a credit against future work or a partial refund that reflects the part not delivered.

If we have to end a service ourselves for reasons other than non-payment or a breach of our Terms, we'll refund any fees paid for work we haven't done.

9Results and refunds

We always work to agreed targets and report on them honestly. However, results from SEO, advertising and social media depend on things outside our control, including search engine algorithms, platform policies, competitors, budget and market conditions.

For that reason, refunds aren't given because specific rankings, traffic, leads or sales weren't achieved, unless your proposal includes a written performance guarantee. See our Terms for more detail.

10How to request a refund

Email support@ayexperts.com with:

• your business name and the invoice number;
• the service concerned; and
• a short explanation of why you're asking for a refund.

We'll confirm we've received your request within 2 working days and give you a decision within 10 working days. Approved refunds are paid to the original payment method within 14 days, in the currency you paid in. We can't cover bank or currency-conversion fees charged by your bank or payment provider.

11If you are a consumer

Our services are designed for businesses. If you buy from us as an individual for purposes outside your trade or business, the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 give you extra rights:

• You can usually cancel within 14 days of agreeing to a service without giving a reason.
• If you ask us to start work within those 14 days and then cancel, we may charge a proportionate amount for the work already done.
• Services must be provided with reasonable care and skill. If they aren't, you can ask us to repeat the service or, if that isn't possible, ask for some money back.

Nothing in this policy limits these legal rights.

12Chargebacks and disputes

If you're unhappy, please contact us first. Most issues can be sorted quickly. If a payment is disputed or charged back without first raising it with us, we may pause the services until it's resolved. If a dispute can't be settled between us, the governing law and dispute terms in our Terms & Conditions apply.

13Changes to this policy

We may update this policy from time to time. The version that applies to you is the one in place when you accepted your proposal, unless we agree otherwise in writing. The date at the top shows when it was last updated.

14Contact us

For refund questions or requests, contact our accounts team:

Email

support@ayexperts.com

Phone

+44 7476 930739

Post

AY Experts, 4 Bertha Rd, Rochdale OL16 5BE