This policy explains how cancellations and refunds work for the one-time implementation, configuration and consultancy services offered by Wild Circle Dynamics LTD. It applies to all service packages purchased through our website, by invoice or by written agreement. This policy is designed to be fair and transparent, and to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other applicable UK consumer protection law.
1. Consumer and business customers
Our services are generally aimed at businesses, organisations and self-employed individuals. If you are a consumer (an individual acting for purposes wholly or mainly outside your trade, business, craft or profession), certain UK consumer rights apply to you in addition to the terms set out below.
Business customers (including companies, partnerships and sole traders purchasing for business purposes) are bound by the commercial terms of their order, this policy and our Terms & Conditions.
2. Cooling-off right for consumers
Under the Consumer Contracts Regulations 2013, consumers usually have 14 calendar days to cancel a distance or off-premises contract and receive a full refund. However, this cooling-off right does not apply if you have expressly requested that services begin during the cancellation period and you have acknowledged that you will lose your cancellation right once performance has started.
Because our services are customised to your requirements and work typically begins promptly after payment confirmation, by placing an order you expressly request that performance begins without delay. You will be asked to acknowledge that this means your 14-day cooling-off right ends once we start work. If you cancel before work has started, you remain entitled to a full refund.
3. Cancellation before work begins
You may cancel your order at any time before we begin the implementation work. If you cancel before any work has been carried out, you are entitled to a full refund of the amount paid.
Cancellations must be sent in writing by email toinfo@wildcircledynamicsltd.com. Your cancellation is effective from the date and time we receive it. We recommend including your order reference, date of purchase and the email address used for the order.
4. Cancellation after work has begun
Once implementation work has started, you may still request cancellation, but refunds will be assessed based on the stage of completion and the costs we have already incurred. Our general approach is:
- Less than 25% completed: you may request a partial refund of up to 75% of the package price. Any completed discovery calls, configuration work or documentation already delivered may be deducted.
- 25% to 50% completed: you may request a partial refund of up to 50% of the package price. This reflects the staff time, consultancy and configuration already invested.
- More than 50% completed: no refund will be issued. At this stage the majority of the work has been performed and cannot be recovered.
We will provide a written breakdown of work completed and any deductions applied before issuing a partial refund.
5. Non-refundable items and charges
The following are generally non-refundable once they have been provided or incurred:
- Completed consultation, discovery or review calls;
- Delivered documentation, handover guides, reports or exported files;
- Access credentials, user accounts or configured platform access that has been issued;
- Third-party fees, domain registrations, software licences or hosting costs paid on your behalf;
- Data migration or cleanup work already performed;
- Custom development or integration work already completed;
- Any work you have accepted or actively used in your business operations.
6. Refund method and timing
Approved refunds are returned to the original payment method used for the purchase, unless agreed otherwise in writing. The refund is initiated by us through our payment provider and normally appears in your account within 5 to 14 business days, depending on your card issuer or bank.
We do not charge a processing fee for refunds, but we are not responsible for any foreign exchange losses, bank charges or other fees imposed by your payment provider that occur after the original transaction.
7. Overpayments, duplicate payments and billing errors
If you believe you have been overcharged, charged twice for the same service, or otherwise billed in error, please contact us immediately atinfo@wildcircledynamicsltd.com. If we confirm the error, we will issue a full refund of the incorrect amount without requiring you to request a formal cancellation.
8. Chargebacks and payment disputes
We encourage customers to contact us directly to resolve any billing concerns before initiating a chargeback or payment dispute with their card issuer or bank. Unjustified chargebacks may result in suspension of services, termination of accounts and recovery of costs or fees incurred by us in disputing the claim.
If you have a legitimate dispute, we will work with you and, where appropriate, our payment provider to resolve it fairly and promptly.
9. Our right to cancel
We may cancel an order or terminate services with immediate effect if:
- you breach our Terms & Conditions;
- payment is not received or is reversed;
- you provide false, incomplete or misleading information;
- the requested service cannot be delivered due to technical or operational reasons beyond our control;
- we suspect fraudulent activity.
In such cases, refunds will be determined based on the work completed up to the point of cancellation and the reasons for termination.
10. Force majeure
If we are unable to deliver services due to events beyond our reasonable control (such as pandemic, natural disaster, failure of third-party services, or governmental restrictions), we may cancel or suspend the order. Where services cannot be completed, we will refund any amounts paid for work not yet performed, less non-recoverable costs already incurred.
11. How to request a refund
To request a refund or cancellation, please email us atinfo@wildcircledynamicsltd.com with:
- Your full name and company name;
- The email address used for the order;
- Order reference, invoice number or transaction date;
- The reason for cancellation or refund request;
- Any supporting information or documents.
We aim to acknowledge refund requests within 2 business days and to provide a decision within 14 business days of receiving all necessary information.
12. Changes to this policy
We may update this Refund & Cancellation Policy from time to time. The version in force at the time you place your order will apply to that order. The latest version will always be published on this page.
13. Contact
Wild Circle Dynamics LTD
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Company number: 17371923
Email: info@wildcircledynamicsltd.com