REFUND / CANCELLATION POLICY
Customers may choose to cancel their account at any time. Customers submitting cancellation requests within the first 28 days of the account being activated will have their full payment refunded, minus any exempted add-ons or other non-refundable charges.
Cancellations of services requested outside of the first 28 days will not receive a refund. Where payment has been made yearly we may, at our discretion, issue a pro-rated refund of any full months remaining, based on the monthly price of the appropriate plan.
If an account is terminated by us for any reason, including breach of our Terms of Service and/or Acceptable Use Policy, no refund will be issued.
CUSTOMER SERVICE COMMITMENTS (DOMAIN NAMES)
Any communication made to Lab Creative within business hours should be expected to be acknowledged within 2 days. This includes contact attempts made to an individual employee’s phone numbers, email contacts as well as the Lab Creative business and abuse contacts. We aim to resolve any issues within 5 working days.
Lab Creative Abuse contact is support@labcreative.co.uk and is checked at regular intervals. This email can be used with regards to any abuse issues you have received e.g. phishing scams, spam email. Any correspondence should be expected to be acknowledged within 2 working day, and we will attempt to resolve the issue within 5 working days.
Complaints made to Lab Creative should be acknowledged by the associated department within 2 days. If your complaint isn’t dealt with satisfactorily then it can be escalated to the Lab Creative management team.
To escalate your complaint please use the following email address support@labcreative.co.uk and provide the details of the complaint. All complaints will be attempted to be resolved within 5 business days.
If you are not happy with the initial outcome of your complaint, then please feel free to escalate your issue to Nominet (the .uk registry) here: https://www.nominet.org.uk/disputes/complaining-about-registrar/complaints-procedure.
UK DOMAIN TERMS
1. Domain registration, renewal and transfer of .uk domain is charged at £6.99 + Vat per year.
2. Domains are renewed on an annual basis. Attempts will be made to contact the domain registrant a month prior to domain expiry through email & sms.
3. Lab Creative take no responsibility for any domain that expires due to incorrect contact information.
4. It is the registrant’s responsibility to update us of any contact information changes.
5. Domains will be renewed via a direct debit agreement.
6. Lab Creative reserves the right to remove any associated domain services which go past the domain(s) expiry date.
7. Domains can be renewed up to 90 days past the initial expiry date. After which the domain will be cancelled and deleted from the register.
8. Lab Creative will not guarantee the renewal of a domain name.
9. Lab Creative will place no charge on the transfer of a .uk domain to another registrar past in the initial 12 month contract of a domain.
10. Lab Creative reserves the right to refuse transfer of domain until any arrears associated with a domain are paid.
11. Lab Creative follows all Nominet terms and conditions, which can be found here https://www.nominet.uk/uk-domains/policies/
RENEWAL POLICY
Domains are renewed on an annual basis. Attempts will be made to contact the domain registrant a month prior to domain expiry through email & sms communication. If no contact is received further attempts will be made to contact registrants at regular intervals. Lab Creative attempts to ensure all contact information is as up to date and accurate as possible but take no responsibility if a domain lapses due to out of date contact details. It is the registrant’s responsibility to update us of any contact information changes. Domains can be renewed by a Direct Debit agreement which will ensure the domain is renewed for a further year. If we do not receive positive confirmation of domain renewal prior to the domain expiry date, Lab Creative reserves the right to suspend services associated with the domain until the domain is renewed. 30 days past expiry Nominet, the UK registry, will suspend the domain(s) and all Lab Creative associated domain services on the domain e.g Website hosting, emails, will be removed. Domains can still be renewed for 90 days after domain expiry, at which time the domain will be cancelled and deleted from the register.
CANCELLATION OF SERVICES
Cancellation Terms for Web Design, SEO, and Paid Ads Services
Website Design Services
Notice Period:
- Clients must provide a 30-day written notice prior to cancelling any ongoing web design project. This notice must be sent via email to support@labcreative.co.uk or submitted through the customer portal.
Ongoing Projects:
- For projects already in progress, any work completed within the 30-day notice period will be billed according to the original project agreement. Once the cancellation notice is given, no new work or revisions will be initiated, unless mutually agreed upon.
Refunds and Deliverables:
- Non-refundable deposits or initial payments for web design projects will not be refunded upon cancellation.
- There is a charge to receive all completed deliverables or assets of 1 hours time (£150 plus VAT this includes: design files, coding work, or content) up to the date of cancellation. Any remaining work will be discontinued.
Effect of Cancellation:
- If cancellation occurs after the completion of certain project milestones, the client will still be billed for those milestones according to the agreement.
- Any ongoing maintenance or support agreements tied to the web design services will also be cancelled upon the conclusion of the 30-day notice period.
SEO Services
Notice Period:
- SEO services require a 30-day written notice of cancellation. This allows sufficient time for campaigns and strategies in progress to be properly wrapped up and assessed. Notices must be sent to support@labcreative.co.uk.
Active Campaigns:
- SEO strategies are designed to run on a month-to-month basis. Once the 30-day cancellation notice is given, services such as keyword research, link building, and on-page optimisation will continue through the end of that period but no new efforts or changes will be initiated.
Billing and Refunds:
- SEO services are billed monthly, and no refunds will be provided for partial months. Clients will be responsible for paying the final invoice for services rendered during the 30-day notice period.
Impact of Cancellation:
- The client acknowledges that the cancellation of SEO services may result in a loss of rankings or a negative impact on the website’s search engine performance.
- Reports will be provided for the duration of the final month, summarising the results and any outstanding SEO tasks completed prior to the cancellation date.
Paid Ads (PPC) Services
Notice Period:
- Paid advertising services (including Google Ads, Facebook Ads, Linkedin Ads etc.) require a 30-day written notice of cancellation. Notices must be submitted via email to support@labcreative.co.uk or through the client portal.
Ad Campaign Management:
- Active ad campaigns will continue to run through the 30-day notice period, but no new campaigns or major adjustments to existing campaigns will be made unless agreed upon.
- Clients can request a pause or budget reduction during the 30-day period, but the management fee for services rendered will still be applicable until the notice period concludes.
Billing and Budget:
- Advertising budgets allocated to platforms such as Google Ads or Facebook Ads are managed separately from the service fees paid to Lab Creative. Any unused budget for ads will remain in the client’s ad accounts and can be paused or reallocated.
- The final management fee for the 30-day notice period will be invoiced and is due as per the existing terms. No refunds will be issued for partially used management services during the cancellation period.
Effect of Cancellation:
- At the conclusion of the notice period, all ads will be paused or stopped unless the client requests an earlier termination.
- Reports summarising the performance of active campaigns will be delivered by the end of the notice period.
Email Marketing Services
Notice Period:
- Email marketing services require a 30-day written notice of cancellation, to be sent via email to support@labcreative.co.uk or through the customer portal.
Active Campaigns:
- Email campaigns scheduled to run within the 30-day notice period will be executed as planned. Any campaigns scheduled beyond the 30-day notice period will be cancelled.
- No new campaigns will be scheduled or initiated during the notice period unless otherwise agreed.
Billing and Refunds:
- Email marketing services are billed monthly. No refunds will be provided for partial months.
- The final billing cycle will include services rendered up to the end of the 30-day notice period, including campaign management, email list segmentation, and analytics reporting.
Effect of Cancellation:
- Upon cancellation, all client data (email lists, templates, campaign analytics) will be returned to the client in a suitable format.
- Any ongoing support or consultation for email marketing strategies will be discontinued after the 30-day notice period.
General Provisions for All Services
- Termination by Lab Creative: Lab Creative reserves the right to terminate any service agreement with a 30-day written notice to the client.
- Mutual Agreement: In cases where both parties agree, the service(s) may be terminated sooner than the 30-day period if all work has been completed and final payments have been settled.
By continuing with the services, the client agrees to the terms outlined in this cancellation policy.
