Refund & Cancellation Policy

1. General Refund Principles

Refund eligibility depends on the type of product or service purchased, whether work has commenced, whether a third-party cost has already been incurred, whether a service has been activated, and whether any statutory rights apply.

Nothing in this policy removes or restricts any legal rights that cannot lawfully be excluded.

Refund requests will be assessed fairly and individually in accordance with the applicable agreement and the circumstances of the transaction.

2. Circumstances Where a Refund May Be Available

A refund may be available in circumstances including:

• Duplicate Payment – where the same invoice or transaction has genuinely been paid more than once.
• Incorrect Charge – where Trodomains has charged an amount that was not properly due.
• Service Not Provided – where we are unable to provide a paid-for service and no reasonable alternative has been agreed.
• Material Failure to Provide the Agreed Service – where a service materially fails to meet the agreed specification and we are unable to remedy the issue within a reasonable period.
• Statutory Rights – where the customer is legally entitled to a refund, price reduction or other remedy under applicable UK law.

3. Deposits and Advance Payments

Trodomains may require a deposit, staged payment or full Advance Payment before commencing a Project.

The applicable payment arrangement will be stated in the relevant quotation, Proposal, order or invoice.

Once work has commenced, a deposit or Advance Payment is not automatically refundable.

If a Project is cancelled after work has commenced, Trodomains may retain or deduct amounts reasonably attributable to:

• work already completed;
• time already spent on the Project;
• research, preparation or setup undertaken;
• resources reserved or committed;
• third-party fees already incurred;
• licences purchased specifically for the Project;
• domain or hosting costs already incurred; and
• other costs properly incurred in providing the agreed service.

Where the amount paid exceeds the value of the work and non-refundable costs properly incurred, any refundable balance will be considered in accordance with this policy and applicable law.

4. Website Design and Development Projects

Website design, redevelopment and development services involve the allocation of professional time and resources.

Accordingly, once work has commenced, payments are non-refundable to the extent they relate to work already carried out or costs already incurred.

A customer will not normally be entitled to a full refund merely because:

• the customer changes their mind;
• the customer changes business direction;
• the customer no longer requires the website;
• the customer fails to provide required content or information;
• the Project is delayed by the customer;
• the customer requests a different design direction after previously approving work;
• the customer decides to use another provider; or
• the customer no longer wishes to proceed for reasons unrelated to a breach by Trodomains.

Where there is an alleged defect or deficiency, the customer should first provide Trodomains with a reasonable opportunity to investigate and remedy the issue.

5. Revisions and Dissatisfaction With Design

Design is partly subjective. A refund will not normally be due solely because a customer changes their personal preference after work has been produced in accordance with the agreed brief.

Where revisions are included within the agreed Project scope, the customer should first use the available revision process.

Additional or substantially different work may be chargeable in accordance with our Terms & Conditions.

6. Domain Names

Domain registrations, renewals, restorations and transfers generally involve immediate third-party registry or registrar charges.

Customers are responsible for checking domain names carefully before confirming an order. Trodomains cannot normally reverse a successfully registered domain because of a spelling mistake, change of mind or incorrect domain choice.

7. Website Hosting

Hosting services may be supplied directly by Trodomains or through a third-party hosting provider.

Where a hosting period has commenced or renewed and Trodomains has incurred the corresponding hosting cost, the relevant fee may be non-refundable to the extent that the service period or third-party cost has already been committed.

Any specific hosting cancellation or refund provisions applicable to the hosting platform used will also apply.

8. Email Services

Email hosting, mailbox licences and related services may involve licence or service charges paid to third-party providers.

Once activated or renewed, these charges may be non-refundable where Trodomains cannot recover the corresponding cost from the provider.

9. SSL Certificates, Software Licences and Third-Party Services

Certain products and services may require Trodomains to purchase or activate third-party services on the customer's behalf.

This may include:

• SSL certificates;
• premium WordPress plugins;
• premium themes;
• software licences;
• stock photographs;
• API services;
• email licences;
• advertising services; and
• other third-party subscriptions.

Where such a charge has already been incurred and is non-refundable to Trodomains, the corresponding amount will normally also be non-refundable to the customer.

10. Search Engine Optimisation and Marketing Services

SEO, advertising management, social media management and similar services involve professional time and cannot guarantee particular rankings, traffic, enquiries, sales or commercial results.

Fees for work already completed are therefore not refundable solely because the customer did not achieve a particular ranking, number of enquiries, level of traffic, number of sales or other business outcome.

Advertising spend paid to Google, Meta or other third-party platforms is subject to the relevant platform's terms and refund rules.

11. Digital Products and Digital Content

Digital products may include website files, graphics, code, templates, documents, designs and other electronically supplied materials.

Once digital content has been fully supplied, downloaded, accessed or otherwise delivered, refund rights may be limited depending upon the circumstances and applicable consumer law.

Nothing in this clause affects any statutory right that cannot lawfully be excluded.

12. Consumer Cancellation Rights

Where you purchase as an individual consumer rather than for business purposes, you may have statutory cancellation rights for certain distance contracts.

Where applicable, the cancellation period will normally begin when the contract is entered into and may continue for the period prescribed by law.

If you expressly request Trodomains to begin providing a service during an applicable cancellation period, you may be required to pay a proportionate amount for services supplied before you exercise a lawful cancellation right.

Where a service has been fully performed following the customer's valid request and acknowledgement in circumstances permitted by law, the statutory right to cancel may cease.

Business customers do not receive consumer cancellation rights unless applicable legislation expressly provides otherwise.

13. Change of Mind

Unless a statutory cancellation right applies, Trodomains does not generally provide refunds solely because a customer changes their mind after work has commenced, a service has been activated or a third-party cost has been incurred.

14. Project Delays

An estimated completion date is not automatically a guarantee that the Project will be completed by that exact date unless a specific deadline has expressly been agreed as an essential contractual requirement.

Refunds will not normally be available for delays caused by:

• late customer feedback;
• late provision of content;
• customer-requested changes;
• failure to provide required access;
• third-party provider delays;
• domain-transfer delays;
• technical circumstances outside Trodomains' reasonable control; or
• force majeure events.

15. How to Request a Refund

Refund requests should be submitted by email to:

info@trodomains.com

Please include:

• your full name or business name;
• the relevant order, invoice or payment reference;
• the product or service concerned;
• the reason for requesting a refund;
• the date of purchase; and
• any relevant supporting information or evidence.

Providing complete information will help us investigate the request more quickly.

16. Review of Refund Requests

We aim to review refund requests within approximately 5–7 business days.

More complex requests may require additional time where we need to investigate project history, third-party charges, payment records or technical information.

We may contact you for additional information before making a decision.

17. How Approved Refunds Are Paid

Where reasonably practicable, approved refunds will normally be returned using the original payment method.

This helps maintain transaction security and reduce the risk of fraud.

We may use another lawful refund method where:

• the original payment method is no longer available;
• the payment provider is unable to process the refund;
• the parties agree to another method; or
• another method is reasonably necessary in the circumstances.

18. Expired, Replaced or Closed Payment Cards

If a payment card has expired or been replaced, a refund sent through the original transaction may often be redirected by the card issuer to the replacement account.

Where an account has been closed or a refund cannot be credited, the customer may need to contact their bank or card provider.

Trodomains cannot control how quickly an external financial institution allocates a refunded transaction.

19. Refund Processing Times

Once a refund has been approved, we aim to submit it for processing within approximately 5–10 business days.

The customer's bank, card issuer or payment provider may take additional time to display the funds after Trodomains has processed the refund.

20. Partial Refunds

Where part of a service has already been supplied or Trodomains has incurred non-refundable costs, any refund may be reduced accordingly.

A partial refund may therefore take account of:

• work already completed;
• time spent;
• approved deliverables already supplied;
• third-party charges;
• licensing costs; and
• other properly incurred costs.

21. Credit Notes and Account Credit

Where appropriate and agreed with the customer, Trodomains may offer an account credit or credit note instead of a monetary refund.

A customer will not be required to accept account credit instead of a refund where the customer has a legal entitlement to repayment.

22. Chargebacks and Payment Disputes

If you believe that a transaction is incorrect or that you may be entitled to a refund, we encourage you to contact our billing team first so that we have an opportunity to investigate and resolve the issue promptly.

You can contact us at:

info@trodomains.com

Nothing in this policy prevents a customer from exercising any lawful right to contact their bank, card provider, payment provider, regulator or other appropriate organisation.

23. Effect of a Chargeback or Payment Reversal

Where funds relating to an active service are reversed, withheld or charged back, the corresponding invoice or service may be treated as unpaid while the dispute remains unresolved.

Where reasonably necessary, Trodomains may temporarily suspend affected services pending resolution of the payment dispute.

This may include:

• website hosting;
• email services;
• maintenance services;
• ongoing development work;
• subscription services; or
• other services directly associated with the disputed payment.

24. Chargeback and Dispute Costs

Where a business customer raises a payment dispute that is subsequently determined to have been invalid or unjustified, Trodomains may seek to recover reasonable and demonstrable administrative or third-party costs incurred in dealing with the dispute, where permitted by law and the applicable Agreement.

We do not impose an automatic chargeback fee simply because a customer has exercised a lawful right to dispute a payment.

25. Outcome of Payment Disputes

If the dispute is resolved in Trodomains' favour

Any outstanding amount will remain payable.

Where services have been suspended, Trodomains may require all overdue sums and any properly recoverable charges to be paid before restoring services.

If the dispute is resolved in the customer's favour

The disputed transaction will be treated in accordance with the payment provider's decision and any applicable contractual or statutory rights.

Where the reversal results in cancellation of the relevant service, any continuing access, hosting, domain or data arrangements will be handled in accordance with the applicable service agreement and legal requirements.

26. Fraudulent or Abusive Refund Requests

Trodomains reserves the right to reject refund requests that we reasonably believe are fraudulent, materially misleading or abusive.

We may also take appropriate steps to protect our business, payment systems, infrastructure and other customers.

This does not affect genuine statutory rights or legitimate disputes.

27. Subscription and Renewal Services

Hosting, domain, email, maintenance, SEO and other recurring services may renew in accordance with the applicable service terms.

Customers should cancel recurring services before the applicable renewal date where they do not wish them to renew.

Once a third-party renewal has been completed or Trodomains has committed the cost of the renewed service, the relevant renewal payment may be non-refundable to the extent that the cost cannot be recovered.

28. Customer-Managed Services

Where customers purchase or manage services directly through a Trodomains customer account or associated hosting platform, cancellation may need to be completed through that account or the relevant support service.

Customers remain responsible for checking the status of recurring services and ensuring that unwanted services are cancelled before renewal.

29. Project-Specific Refund Terms

Certain Projects or Services may have specific cancellation, payment or refund provisions contained in the applicable Proposal, quotation, order or service description.

Where an expressly stated project-specific provision differs from this general policy, the project-specific provision will take precedence in relation to that Project, subject always to any statutory rights that cannot lawfully be excluded.

30. Refund Policy and Terms & Conditions

This policy forms part of the contractual framework governing purchases from Trodomains and should be read together with our Terms & Conditions.

You can review them at:

https://trodomains.net/our-terms/

31. Complaints

If you are dissatisfied with the outcome of a refund request, please contact us in writing with the relevant details so that we can review the matter.

Nothing in this policy prevents a consumer from exercising any statutory complaint, court, regulatory or dispute-resolution rights available to them.

32. Changes to This Policy

Trodomains may update this Refund & Cancellation Policy from time to time to reflect changes in our services, payment providers, business practices or legal requirements.

The version applicable to a transaction will normally be the version in effect when the relevant contract or purchase was entered into, subject to any later variation agreed between the parties or required by law.