Refund Policy

1. Introduction

At ManageWP UK, we are committed to providing exceptional WordPress management services and ensuring customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be requested, our refund procedures, and the terms governing money-back guarantees.

This policy applies to all services purchased from ManageWP UK, including monthly subscription packages and one-time services. By purchasing our services, you acknowledge and agree to the terms outlined in this Refund Policy.

2. Eligibility for Refunds

2.1 Eligible Refund Requests

Refunds may be granted in the following circumstances:

• 30-Day Money-Back Guarantee: New clients may request a full refund within 30 days of their first subscription payment if unsatisfied with services for any reason.
• Service Failures: If we fail to deliver services as described and cannot rectify the situation within a reasonable timeframe.
• Duplicate Charges: If you are charged multiple times for the same service due to billing errors.
• Unauthorized Charges: If charges were made without your authorization (subject to verification).
• Service Cancellation Before Delivery: If you cancel services before we have begun work on your website.
• Technical Impossibility: If we determine that we cannot provide services due to technical limitations beyond our control.

2.2 Non-Eligible Refund Requests

Refunds will NOT be granted in the following circumstances:

• Requests made after the 30-day money-back guarantee period for existing clients
• Dissatisfaction with third-party services (hosting, plugins, themes) that we do not control
• Client-caused issues including providing incorrect credentials or access
• Changes in client business requirements or strategy
• Partial month refunds after the initial 30-day guarantee period
• Services that have been fully delivered as specified
• Refund requests based on misunderstanding of service scope (when clearly documented)
• Issues caused by client modifications after our service delivery
• Emergency support services already rendered
• One-time service fees after work has been completed

3. Refund Time Frames

3.1 New Client 30-Day Guarantee

New clients subscribing to any monthly service package may request a full refund within 30 days of their initial subscription payment. This guarantee applies only to the first month's payment and only for clients who have never previously subscribed to ManageWP UK services.

3.2 Renewal Refunds

Subscription renewals are not eligible for refunds. If you do not wish to continue services, you must cancel your subscription at least 30 days before your renewal date to avoid being charged for the next billing period.

3.3 Partial Refunds

We do not offer partial refunds for unused portions of subscription periods, except:

• Within the initial 30-day money-back guarantee period
• In cases of proven service failure on our part
• When required by law or regulation

4. Service-Specific Refund Terms

4.1 Monthly Subscription Services

4.2 One-Time Services

One-time services such as performance optimization (starting from £499) may be eligible for refunds only if:

• The refund is requested before work has commenced
• We are unable to deliver the promised improvements
• Measurable results do not meet the specifications agreed in writing

Once work has begun on one-time services, refunds may be prorated based on work completed, at our discretion.

4.3 Emergency Support Services

Emergency support services billed at £150/hour are not eligible for refunds once services have been rendered. Refunds may be considered if:

• Services were not requested or authorized by you
• We failed to respond within stated timeframes
• The issue was not addressed or resolved as promised

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, follow these steps:

5.2 Response Time

We aim to respond to all refund requests within 3-5 business days. Complex cases may require additional review time, and we will keep you informed of the progress.

5.3 Refund Processing

Once a refund is approved:

• Refunds will be processed within 7-10 business days
• Refunds will be issued to the original payment method used for purchase
• You will receive email confirmation once the refund has been processed
• Depending on your bank or card issuer, it may take an additional 5-10 business days for the refund to appear in your account
• Your account will be closed or services suspended upon refund processing

6. Cancellation Policy

6.1 Cancellation Without Refund

You may cancel your subscription at any time by providing at least 30 days' written notice. Cancellations will take effect at the end of your current billing period. No refunds will be provided for the remaining portion of your current subscription period.

6.2 Cancellation Process

To cancel your subscription:

• Send cancellation notice to cancellations@managewp.co.uk
• Include your account details and requested cancellation date
• You will receive confirmation of your cancellation request within 2 business days
• Services will continue until the end of your current paid billing period
• No new charges will be applied after cancellation is processed

6.3 Immediate Cancellation

If you wish to cancel immediately without waiting for the end of your billing period, you may do so, but no refund will be provided for the remaining subscription time, except during the initial 30-day money-back guarantee period.

7. Exceptional Circumstances

7.1 Service Failures

If we fail to deliver services as described in your service agreement, we will:

1. First attempt to rectify the situation and deliver services as promised
2. Provide reasonable compensation or service credits if issues persist
3. Offer a prorated refund if we cannot resolve the service failure within a reasonable timeframe

7.2 Force Majeure

Refunds will not be provided for service interruptions or delays caused by circumstances beyond our reasonable control, including but not limited to:

• Natural disasters and acts of God
• War, terrorism, or civil unrest
• Pandemic or epidemic events
• Government actions or regulations
• Internet service provider failures
• Hosting provider outages
• Cyber attacks affecting third-party infrastructure

7.3 Client-Caused Issues

No refunds will be provided for issues caused by:

• Client providing incorrect or outdated access credentials
• Client making unauthorized changes to their website
• Client's hosting provider limitations or failures
• Client's failure to respond to requests for information or approval
• Client's website containing incompatible or conflicting plugins/themes

8. Dispute Resolution

8.1 Internal Resolution

If you disagree with our refund decision, you may request a review by:

• Sending a written appeal to disputes@managewp.co.uk
• Providing additional information or evidence supporting your request
• Requesting a phone consultation to discuss the matter

We will review appeals within 5-7 business days and provide a final decision in writing.

8.2 External Dispute Resolution

If we cannot resolve your refund dispute internally, you may:

• Contact your payment provider to dispute the charge (chargeback)
• Seek resolution through consumer protection organizations
• Pursue legal remedies as outlined in our Terms and Conditions

9. Special Promotions and Discounts

9.1 Promotional Pricing

Services purchased at promotional or discounted rates are subject to the same refund policy terms. Refunds for promotional purchases will be calculated based on the amount actually paid, not the regular price.

9.2 Coupon Codes and Credits

If you used a coupon code or account credits to reduce your purchase price:

• Refunds will be issued only for amounts actually charged to your payment method
• Coupon codes and credits used are non-refundable and will not be reinstated
• Promotional credits applied to your account will be forfeited upon refund

10. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Material changes will be communicated to active clients via email at least 30 days before taking effect.

Refund requests will be governed by the policy in effect at the time of your purchase, not the policy in effect at the time of your refund request, unless changes are more favorable to you.

11. Contact Information for Refund Requests

12. Additional Terms

12.1 Right to Refuse Service

We reserve the right to refuse refund requests that we determine, in our sole discretion, to be fraudulent, abusive, or in violation of this policy or our Terms and Conditions.

12.2 Account Closure Upon Refund

Processing a refund may result in immediate termination of your account and access to services. Any data, backups, or configurations will be retained for 30 days before permanent deletion.

12.3 Future Services

Clients who receive refunds remain eligible for future services, provided they comply with our Terms and Conditions. However, the 30-day money-back guarantee is available only once per client.

12.4 Legal Compliance

This Refund Policy complies with UK consumer protection laws, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights as a consumer.

13. Your Consumer Rights (UK)

Under UK consumer protection law, you have certain statutory rights that cannot be excluded or limited by this policy:

• Right to Cancel: For new contracts, you have a 14-day cooling-off period under the Consumer Contracts Regulations to cancel services without giving a reason
• Services Not as Described: If services are not as described or not performed with reasonable care and skill, you may be entitled to a remedy
• Faulty Services: You may be entitled to a repeat performance, price reduction, or refund if services are faulty

For more information about your consumer rights, visit Citizens Advice or contact the Trading Standards.

14. Acknowledgment

By purchasing services from ManageWP UK, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

This Refund Policy was last updated on 1 January 2025 and applies to all purchases made on or after this date. For purchases made before this date, the refund policy in effect at the time of purchase will apply unless the current policy is more favorable to you.