We want every client to feel confident working with us. This policy explains how cancellations and refunds work for services bought from R.C.M.M GROUP LTD. If you have a signed proposal or contract with us, its terms apply alongside this policy, and where they differ the contract takes priority. Nothing in this policy affects your statutory rights.
Our initial consultation is free, so there is nothing to refund for it.
1. How we take payment
- Card payments are processed securely by Stripe.
- Bank transfers and other payments are processed by Airwallex.
We never see or store your full card details. They are handled directly by our payment providers.
2. Your right to cancel (consumers)
If you are buying as a consumer (for purposes outside your trade, business or profession) and you agreed the contract with us online, by email or by phone, you have the right to cancel within 14 days of the day the contract was made, without giving a reason, under the Consumer Contracts Regulations 2013.
If you ask us to start work within those 14 days and then cancel, we will refund what you have paid minus a proportionate amount for the work carried out up to the time you told us you were cancelling. If the work has been fully completed at your request within the 14 days, the right to cancel no longer applies.
Most of our clients are businesses. Business customers do not have this statutory cancellation right, but the cancellation terms below still apply.
3. One-off projects
Projects such as a website, landing page or brand identity can be cancelled at any time by telling us in writing. We will refund any amount you have paid minus the value of work already completed, calculated at the rates agreed in your proposal. We will send you a clear breakdown of the work done before the refund is made.
4. Monthly retainers
- Retainers (for example social media or ad management) can be cancelled at any time with 30 days' written notice.
- The current month you have already paid for is not refunded, and we continue to deliver the work during the notice period.
- We will not charge you anything further once the notice period ends.
5. Advertising budgets
Where you pay us an advertising budget to spend on your behalf on platforms such as Google, Meta or LinkedIn, money that has already been spent on those platforms cannot be refunded. Any unspent budget we hold will be returned to you in full when a campaign ends or is cancelled. Our management fees are covered by sections 3 and 4.
6. If something is not right
We provide our services with reasonable care and skill. If you think something has not been delivered as agreed, please tell us as soon as possible. We will put it right, or where that is not possible, give you an appropriate refund for the affected part of the service. This is in addition to your rights under the Consumer Rights Act 2015 if you are a consumer.
7. How to cancel or request a refund
Email us at Email us with your name, company (if applicable), the service concerned and the reason for your request. We aim to reply within two working days.
8. How and when refunds are paid
- Once a refund is agreed, we will process it within 14 days.
- Refunds go back to the original payment method, in the currency you paid in.
- Card payments (Stripe): refunds usually take 5 to 10 business days to appear on your statement, depending on your card issuer.
- Airwallex payments: refunds are returned to the account you paid from. Timing depends on your bank.
- We do not charge any fee for processing a refund. Exchange-rate differences or charges applied by your own bank or card provider are outside our control.
9. Payment disputes
If you have a concern about a charge, please contact us first and we will do our best to resolve it quickly. This does not affect your right to raise a dispute with your card issuer or bank.
10. Changes to this policy
We may update this policy from time to time. The version that applies to your purchase is the one published when you agreed to work with us.